Problems with Monaco Gold Casino, terms and conditions.

popotto

Dormant account
Joined
Aug 22, 2005
Location
Osaka
I recently deposited for their 40% up to $200 second deposit bonus which has a wagering requirement of 12x bonus plus deposit with the following conditions:

'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.'

The initial problems came when I was automatically credited with a 10% bonus, so I e-mailed customer support for the bonus and was told that there was *no* 40% second deposit bonus currently, and that I had been credited with the 10% Neteller deposit bonus.

However, the 40% bonus is listed prominently on the front page of their 'Promotions' page, linked to the main 'monacogoldcasino.com'. When I mentioned this, the customer service person suddenly seemed to realize that there was, in fact, a 40% second deposit bonus, and wrote saying that it was credited immediately. When I logged into my account approx. three days later, and there was still no deposit credited. I wrote CS again, and this time it was finally credited. I started playing after a day or so.

I then checked back with the Promotions page again out of some curiousity regarding the other promotions they've had (maybe half way through my wagering requirement), and noticed that they'd changed the Terms and Conditions regarding every bonus to disallow all kinds of Jacks or Better, and Aces and Faces 4-line (doubling too). I wrote CS to check if I would retain the original terms of my bonus, and was told that as Jacks or Better wasn't allowed, I still had the full amount of my wagering requirement left. I then requested that the bonus be removed if their terms had changed (I'd been jerked around by them before), and was told that they couldn't do it, as I'd wagered with bonus money. This was ridiculous, as I did so under the terms and conditions under which I deposited, and wasn't trying to withdraw any winnings.

I checked back with the site again, and noticed that on the terms and conditions page, there simply is *no* reference to the 40% second deposit bonus that was offered at all. Additionally, I was sometimes directed to a link containing all of the original terms and conditions (which I took a screenshot of). All in all, there is no way for a player to tell that there had been a sudden change in the terms of the bonus. All I am requesting is my original deposit back, or for them to honor the terms and conditions on my deposit.

This isn't the first time something like this has happened, when I made my first deposit at the site, everything seemed to be going well until I contacted CS to ensure that I'd met their wagering requirements and was told that I could not cashout both because I hadn't met the wagering requirement, and because I had played blackjack which is disallowed. I hadn't even opened the blackjack tables, I had only played video poker throughout. I called them directly (I'm in Japan, long distance sucks), and the first person that picked up told me that I had in fact met the wagering requirements and could cashout. I tried, and found that I still couldn't cashout, so I called them again. No one picked up. I called multiple times until a woman picked up who told me to hold, and then told me to hang up and call back 20 min. later. I did so, and this time, the customer service person told me that the bonus was sticky, and would be removed from my account as the bonus was for 'wagering purposes only'. Again, from their terms and conditions listed on their site, it was obvious that it was cashable after their wagering requirements, and there was nothing suggesting that it was a sticky bonus at all. After mentioning this over and over, the floorperson (I think?) came on the phone and told me that they would in fact pay me, that there was a 'misunderstanding'. They resisted paying me every step of the way.

After all of this, I don't want to have anything more to do with them, and as stated earlier, just want to have them honor their stated terms and conditions with my second deposit, or return my initial deposit.

Any help with these people would be appreciated.

Edit: Just found out about Playtech's complaint form, went and filled that out.
 
Last edited:

nektar4d

Dormant account
Joined
May 9, 2005
Location
European Union
Avoid this group!

Forgive me that I dont give u specific advise, but as a "victim" of the same group (Monaco Gold, New York, USA, Carnival), I would like to warn the new players there: Avoid them or play without any bonuses there!
Good luck and patience popotto.
 

popotto

Dormant account
Joined
Aug 22, 2005
Location
Osaka
After 14 e-mails back and forth, they finally agreed that, in fact, video poker does count towards my wagering requirement. They then gave me some BS about how the wagering requirement is 18x bonus plus deposit on the second deposit bonus, but they finally relented and gave me the original terms on the bonus.

The fact that there's such inconsistency in everything they've said, and the fact that they continued to change their story over and over doesn't reflect well on the ethical practices of their casino.
 

thelawnet

Dormant account
Joined
Apr 4, 2005
Location
UK
popotto said:
After 14 e-mails back and forth, they finally agreed that, in fact, video poker does count towards my wagering requirement. They then gave me some BS about how the wagering requirement is 18x bonus plus deposit on the second deposit bonus, but they finally relented and gave me the original terms on the bonus.

The fact that there's such inconsistency in everything they've said, and the fact that they continued to change their story over and over doesn't reflect well on the ethical practices of their casino.

They have been screwing me around as well. Playtech have not been all that helpful so far.
 

kangamick

Dormant account
Joined
Oct 19, 2004
Location
Australia
I was sent a C.D. from these guys with a $1000 bonus. After reading this i think i'll stay well clear. The thing i dont understand is how they got my home address. :what:
 

chuchu59

gambling addict
PABaccred
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PABnononaccred
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Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
kangamick said:
I was sent a C.D. from these guys with a $1000 bonus. After reading this i think i'll stay well clear. The thing i dont understand is how they got my home address. :what:
No harm trying if it's a no-deposit bonus. Last year,I got ND bonuses for my birthday at Carnival and New York and was able to cash out a total of $350. You may have to wait quite a while though as the withdrawal period is soooooo long.
 

kangamick

Dormant account
Joined
Oct 19, 2004
Location
Australia
chuchu59 said:
No harm trying if it's a no-deposit bonus. Last year,I got ND bonuses for my birthday at Carnival and New York and was able to cash out a total of $350. You may have to wait quite a while though as the withdrawal period is soooooo long.

Its not a no deposit bonus, i would have had to make a $5000 deposit to get the $1000. Thats why i'm not playing this one
 

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