MonacoGold doesn't pay

igli1000

Dormant account
I've played the promotion of Monaco Gold casino, with 200% cashable bonus up to 300 deposit. Games not allowed: baccarat, craps, roulette, sic bo, BJ.
i've played all the playthrough at jacks or Better but now they tell me that i have played a not allowed game and that i have to do all the pt in allowed game. Another person has having the same trouble.
what can you tell me?
thanks
 

Casinomeister

Forum Cheermeister
Staff member
I've looked here:
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And I don't see a 200% bonus. Where are the terms and conditions for this promo? That would be a start. Also, have you had the casino explain to you exactly what went wrong? They are usually pretty good at that.
 

thelawnet

Dormant account
Casinomeister said:
I've looked here:
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And I don't see a 200% bonus. Where are the terms and conditions for this promo? That would be a start. Also, have you had the casino explain to you exactly what went wrong? They are usually pretty good at that.
Not in my experience. When I had a problem with them they ignored me on live help, ignored my emails, etc. I would contact live help, they would say 'hi'. I would then tell them my problem and they would ignore me.

I eventually got resolution after complaining to Playtech twice.

This is also the Joyland group incidentally.
 

Tumbleweed

Dormant account
I'm having a similar problem with one of their sister casinos :(.

Signed up when video poker was allowed in their T&C and then after I played they claimed it wasn't. I sent them a screenshot of the terms as they appeared on my browser and they said they were investigating the matter. A couple of days after my email they updated their T&C and I still haven't reached a resolution. Incidently, after I received their email in regards to my screenshot I checked their T&C with a different browser and received the no-vp terms. I then refreshed it with my other browser but received the original terms. Which is pretty weird. I also have a screenshot of this, but I'm not sure what good it will do me.

Also in regards to Monaco Gold I can see the 200%
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and it allows VP. But I'm not sure if this is the real Monaco Gold site. It resolves to a different IP address to the monacogold-casino.com site.

I've now read about the Joyland problems and this whole group is beginning to scare me.
 

vinylweatherman

You type well loads
CAG
MM
You have been had!?

The 200% bonus is still there, and the site is registered to Crown Solutions Gaming, so it was certainly their offer when you took it up. The casino site you played at though, is NOT registered to Crown Solutions, NOR to the new owners it seems, it is registered in Slovakia (Bratislava), in the casino wasteland of Eastern Europe, where the Meister suggests to avoid.
Slovakia is at least in the EU, having joined in 2004, so EU regulations should apply (at least in part). You might be able to make a complaint about misleading advertising (leading to obtaining money by deception), or breaches of fair trading rules. I do not believe that specific EU regulations exist for enforcing gaming payouts though.
You will probably only get your deposit back, but other players should avoid this site & sisters till the issue of who owns what, and invalid websites/promotions has been sorted out.

I am suspicios that both www.monacogoldcasino.com and www.monacogold-casino.com look exactly the same, and both function, yet they have completely different owners. You read terms on the first, but deposited on the second, and they say "what bonus/terms, you won't be paid, etc"
There is something really odd going on here, not so much that 2 different sites are available, but the owners behind each are totally different, and in completely different juristictions, and they are denying terms that today are still posted (VP not mentioned as disallowed on the 200% bonus).
 

Tumbleweed

Dormant account
Vinyl: If your post was directed at me, I played at neither of the Monaco Gold sites. The casino I played at is another one in the Monaco/Joyland/etc group.
 
Last edited:

vinylweatherman

You type well loads
CAG
MM
OK

I had a look at monacogold as this was the quoted example of this 200% bonus. It's possible the same trick is being pulled by the sister casinos. Depending on which site one looks at, they both function, but one has the owner as Club Dice, and the other as Crown Solutions Gaming.
I have been spammed by Monaco Gold before, and saw them on the blackjack forum, but then heard about payment issues relating to them claiming the terms were not what players had signed up to, in that Blackjack had never been allowed. They since seemed to have had 2 changes of mind, and a change of ownership. The monaco-gold site relates to Club Dice, presumably the new owners, who claim to be at the same Antigua address as the old owners, yet the site is registered to a company in Bratislava (Slovakia), and probably indicates who "Club Dice" really are. I do not know what the sister casinos are, although I have had a little Club Dice spam over the summer. I find 200% at 12 or 18 WR pretty generous in the current bonus climate, almost to the point of being too good to be true if not a slots only offer.
Possibly they are using the catch-all clause of management discresion because you played VP at this sister casino, and this is what a bonus hunter would do in their view, whereas they believe a genuine player (I.e, one who plays till the money is gone), will play various games from all allowed game classes. They don't want to admit this, so say that VP was in the list of disallowed games, and they simply want you to make WR all over again on the "new" list of allowed games.
The new owners should clean up all their websites that purport to be monaco gold and sister sites, so that only the correct new owner terms are displayed. More reputable groups do make mistakes in posting T & C, but will generally honour them for players who signed up while the error was being displayed.
 

thelawnet

Dormant account
vinylweatherman said:
The 200% bonus is still there, and the site is registered to Crown Solutions Gaming, so it was certainly their offer when you took it up.
This is why they must pay. Casinos really like to change terms and retroactively apply them and ignore players who have been screwed though.

There is no question whatsoever, not even a tiny shadow of a doubt, that the casino is in the wrong in this case. These casinos do this habitually and do not care. There is no excuse for it as they make millions of dollars every year and actually have a lot of players, but still behave like a third world dump.

The casino site you played at though, is NOT registered to Crown Solutions, NOR to the new owners it seems, it is registered in Slovakia (Bratislava), in the casino wasteland of Eastern Europe, where the Meister suggests to avoid.
Slovakia is at least in the EU, having joined in 2004, so EU regulations should apply (at least in part). You might be able to make a complaint about misleading advertising (leading to obtaining money by deception), or breaches of fair trading rules. I do not believe that specific EU regulations exist for enforcing gaming payouts though.
You will probably only get your deposit back, but other players should avoid this site & sisters till the issue of who owns what, and invalid websites/promotions has been sorted out.

I am suspicios that both www.monacogoldcasino.com and www.monacogold-casino.com look exactly the same, and both function, yet they have completely different owners. You read terms on the first, but deposited on the second, and they say "what bonus/terms, you won't be paid, etc"
There is something really odd going on here, not so much that 2 different sites are available, but the owners behind each are totally different, and in completely different juristictions, and they are denying terms that today are still posted (VP not mentioned as disallowed on the 200% bonus).
It's not particularly odd. Monacogold-casino is owned by an affiliate. If you click the download link, it goes to monacogoldcasino.com (notice no -). There is an affiliate link there as well.

It's the same casino, and downloads from the same place. It's no different to me putitng a link on here to download their casino.
 

igli1000

Dormant account
News: a player like me had the same problems in the same days. The fact is that they changed conditions and promotions just in those days (precisely on the 21 October appeared new conditions with VP not allowed; instead I played on 19). he complained with them (me too)and then they answered him telling that they apologized dor the mistake and that he could withdraw. in the same day I tried to withdraw and it was done (even if they didn't answered me). now I'm waiting for the payment and let's hope it will be done successfully.
 

igli1000

Dormant account
nothing: this was their reply:

""Please note that you did not comply to our bonus policy, either not wagering at least the minimum required in total bets or wagering the bonus on certain bet types in Baccarat, Blackjack, Roulette or Craps. We have therefore credited your cashin back to your casino account.

Please note that this policy only refers to cashing out the bonus and not your first deposit amount, which can always be withdrawn regardless of the total amount you had wagered"

Now I've answered them telling the same thing of before, what can I do more????? I'm very tired for this situation!!!!!
 

Casinomeister

Forum Cheermeister
Staff member
Please fill out a PAB and I'll try to get it to the right person.

These are the terms as of tonight:

Terms & Conditions of 200% FREE BONUS up to 600 //$!

Please note that the only deposit that is eligible for this bonus is your first single deposit at the Casino.

Unless otherwise stated, this offer may not be combined with any other bonuses offered by Monaco Gold Casino.
This Bonus will be given only once per household and/or per account
In the interest of fair gaming you must wager at least (12) twelve times your bonus and deposit before making any cash outs for $ and . In the interest of fair gaming you must wager at least (18) eighteen times your bonus and deposit before making any cash outs for . If you withdraw before having reached the minimum wagering requirements, your bonus and winnings will be void.
For example:
Deposit 300 /$ get 600 /$ Free - minimum wager is 10,800 /$
Deposit 300 get 600 Free - minimum wager is 16,200

Monaco Gold Casino reserves the right to change the terms and conditions of this offer at any time and it is your responsibility to periodically check here for changes and updates.

Bets placed in the games of Blackjack (all sorts of Blackjack), Roulette (all sorts of Roulette), Baccarat (all sorts of Baccarat), Craps or SicBo (all sorts of SicBo), do not fulfill players obligations with regards to the minimum wagering requirements.

If you withdraw before having met the minimum wagering requirements, your bonus and winnings will be void.
To be eligible for this bonus you must deposit a minimum of 300 //$. The casino will not award bonuses to a player who has a withdrawal pending.

The casino reserves the right to review transaction records and logs from time to time, for any reason whatsoever. If, upon such review, it appears that player/s are participating in strategies that the casino in its sole discretion deems to be abusive, the casino reserves the right to revoke the entitlement of such player to the promotion.

In the event of a dispute, all decisions made by the casino will be final.


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I don't see VP being mentioned. They should have been specific on what exactly you need to do. I hate it when casino support gives vague sorry-ass replies.
 

Casinomeister

Forum Cheermeister
Staff member
igli1000 said:
can someone help me about this threat?
Thanks
Oh, and it's "thread" not "threat". :D
 

crainjd

Dormant account
Just an FYI:

Support told me JOB 4 line was ok, but when I tried to cash out my winnings, I was told I didn't meet wagering requirements. After showing them my conversation with support earlier, I was able to withdraw and cashout. Money came in 4 business days (today). So I can't complain about them.
 

igli1000

Dormant account
This is the full situation: i deposit on the 18 and i talked to the live support, they advised me to play VP or Carribean or something other so it was allowed Jacks or better. And I've played all my playthrough on the 19. Then they changed the rules on the web site on the 21 of October so after I had played all. Moreover on the 19 when i tried to withdraw and it was not possible I talked to a live support and he was going on telling me that VP was not allowed but he has showed me the right conditions (there was not VP between excluded games!!!!); he didn't know what to say with the evidence of it and he stopped the conversation. This is what happened.
What is PAB?
However I put their answer to my emails and when I try to withdraw:

1)"You had recently requested a cash-out on the total amount of XXX.00 after making your first deposit and receiving a first deposit Bonus.

Please note that you did not comply to our bonus policy, either not wagering at least the minimum required in total bets or wagering the bonus on certain bet types in Baccarat, Blackjack, Roulette or Craps. We have therefore credited your cashin back to your casino account.

Please note that this policy only refers to cashing out the bonus and not your first deposit amount, which can always be withdrawn regardless of the total amount you had wagered"
2)"Good morning, this is Joshua from the support team. I have received your most recent email and I am sorry for the misunderstanding. Please note I have reviewed your query and at the time when you registered your account and made your deposit "Jacks or Better" is indeed an excluded game. Please note you will be required to meet the wagering requirement of this bonus an dwill need to wager an additional 10,800 in the allowed games for the two bonuses you received of 50.00 and 600.00." => It's not right, the conditions were clear and written down on their website

I hope you'll help me because I don't know what to do, thanks a lot
 

Ding Dong

Dormant account
Without wanting to hijack this thread on another matter, it seems alot on here are familiar with playtech.

I played on USA Casino on Tuesday. They gave you 200% to 300 deposit. I played in Euros. I am 100% convinced that you could play BJ, you couldnt if playing in GBP. I have now looked and it is 350 bonus but no BJ

Does anyone have any details of the promos on this day or know how I can find it.
 

Tumbleweed

Dormant account
The email support at this group don't seem to be able to coordinate their actions. I'm trying to resolve a problem with them and each time I send a reply I get a response from a different person. They also don't seem to record what previous support people have committed to.

In my case I signed up and there was no mention of VP being disallowed for the wagering requirements. When I enquired how much wagering I had done they said VP wasn't allowed. I then sent them a screenshot of the terms as I could see them at that moment and after a week or so another person replied back and said VP would be allowed in my case.

I then asked how much wagering I had left, and after a number of support people quoting an $xx,xxx.xx figure they finally said I had $xxx.xx to wager and that there had been a miscommunication between their departments.

I then completed that and when I went to cashout they said I had $xx,xxx.xx left to wager. I sent emails quoting what support had earlier said and each time they sent back a canned response saying I had $xx,xxx.xx to wager. Finally, I resent the screenshot of the T&Cs I took earlier and now I'm waiting for the manager or someone to reply. I guess I'll have to wait another week to find out what is happening.

And then I'll cashout and have the process repeated again. :(

I don't think I ever want to play at a casino with a bonus again.
 

silcnlayc

Just one more spin pleez!
PABaccred
PABnonaccred
CAG
MM
I would think with all the problems the majority is having with the "wagering requirements", by now anyone wanting a bonus would shy away from any game, other than slots, in the beginning until the requirements are met using the bonus method?

Regardless of what is posted in the T&C's, and you folow it to the "T"....the one thing they say is
Monaco Gold Casino reserves the right to change the terms and conditions of this offer at any time and it is your responsibility to periodically check here for changes and updates.
IMHO, all the stress and aggravation to collect any winnings due to a "bonus" is just not with it.

Because they can and do change T&C's in mid stride at different intervals...I am curious as to why people keep repeating the same problems throughout this forum on BONUSES when all they have to do is : 1) not use the bonus 2) play only slots till the requirements are met, (I usually call them BEFORE thinking of withdrawing) 3) don't expect to be paid and then play your favorite game?

Then they can't have a beef on what games you actually played and you most definitely would be entitled to your winnings...for if they make slots a "non-conforming" game..they would be out of games to to list ! :lolup: and then there would be no question on what you played for the requirements!

Common sense tells you that the casinos don't want you winning on thier money so why give them an out to reject the winnings you played so hard to make just to hear..you are $2.75 short of meeting the requirements, so all is voided...

If one is so intent on using the "BONUSES" to make a profit...you have to follow a very narrow road, I would think...so don't be afraid to call them and ask them where you are at in meeting the requirements BEFORE hitting that withdrawal/cashout button for that is what they love to see when you are just shy of making it to the end.

Just my thoughts on bonuses......
 

timtim

Dormant account
I am having a similar problem and would like some advice as to what to do.

I have screenshots from customer support at monaco gold saying i can play videopoker and the website on firefox said the same. Now Im being told the 1000s of s of wagering I did dont count.

Please help.
 
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