UPDATE: Monarch’s Online Casino is now closed but its sister casinos still remain open and need to be avoided. These casinos are mermaidspalacecasino.com, atlantisgoldcasino.com and treasureislandjackpots.com
Update 12/18/14 – The player that filed this complaint after 7 LONG months of Monarch’s torturing her with endless emails of B.S. has finally been paid the remainder of her winnings. It was a successful demonstration of how a single player can make all the difference in the world by sticking to their guns and never giving up the fight. It was a difficult battle for her but she prevailed and we are very proud of her for not giving up like most players do. Scam casinos count on this. If you are owed your money fight for it people. We hear it almost on a daily basis of how players give up and tell us it’s not worth the trouble. Your not only affecting yourself but other players by doing this. Stick with the fight people and we are here 100% to back you up and we won’t charge you one red cent to do it either. Congratulations Nancy for putting up the good fight against this casino! Hope you are having fun tonight celebrating.
Update 9/18/14 – The player that filed this complaint has finally after over 3 months of battling Monarch’s Online Casino been paid her first installment of $2,070 USD. This was a hard fight as the casino constantly gave the player one excuse after another, mostly pointing the blame on their payment processors. While this fight was going on, both the player and us watched as others were getting paid by this casino. It appeared the smaller payout players were getting paid while this player just kept the battle going until (how we see it) Monarch’s casino finally gave in and paid the player her first installment. But as of this update the player has not seen anymore payouts to her account and this of course is a huge concern. Monarch’s Online Casino will remain on our Blacklist until the player is finally paid in full.
A player from Monarchs Online Casino (monarchsonlinecasino.com) contacted us on June 3rd asking for help in retrieving her winnings. She made her first winnings withdrawal request on May 1st, 2014.
This is the breakdown of her winnings and payout requests:
The player won $10,000 and was told by support she had met the payout requirements and could proceed with a withdrawal.
- On May 1st 2014 the player made a request for $2,000 with a $70 fee
- On May 2nd 2014 the player made a 2nd request for $2,000 with another $70 fee
- On May 25nd 2014 the player made a 3rd request for $2,000 paying once again the $70 fee
The player sent numerous emails to support and was told each time ALL requests had been approved. We have verified emails from support that confirms approval from Monarch, however the payouts are not in question as the casino openly agrees that the validity of player’s payout.
It’s also worthy to note that the responses below from customer support only come after numerous attempts to contact them. Several emails were ignored by customer service and continue to be ignored at the time of this report.
On May 27th the player received this reply from support about her pending payout. (This is 27 days after she initially requested it):
“Good day! Apologies for the inconvenience brought upon the delay on receiving update on your payout requests. Please bear with us as we follow this up from our processors.”
We do honor valid payout requests. Rest assured that we’re sorting this out from the third party processor that reviews your payout requests.
Follow up email on June 3rd from support:
“Good day! We apologize for not getting back to you in a timely manner. Our data analysis team further checked on your payout requests. We are pleased to inform you that your withdrawal requests have approved and it will be submitted for payment. Please note that withdrawal amounts beyond $2000 will be paid out in increments.”
The player receives this third email on June 16th:
Good day! In reference to your payout request, kindly provide the following information:
Bank Name :
Bank Address :
Name on Account ;
Account Number :
Routing Number :
At this time the player has waited a month and a half for her payout. According to the player, when she requested the first payment on May 1st via bank wire, all her banking info was given to the casino. Now 6 weeks later Monarch casino is once again requesting the player’s banking credentials after the receiving all required documents at the time of the first initial request.
The casino continues to give excuse after excuse, blaming their processor’s once again.
“Schedule and time of payment will come from our payment provider”, “Our processor has informed us that wire transfer for $2000 was transacted”, “we have received limited information from our payment provider“, “We are arranging having alternative payment providers” (sic).”
This is the latest email from the casino posted on July 14th 2014 (2 1/2 months after requesting her initial payout)
“Thank you for your query regarding your cashout request. We appreciate your patience and understanding with any delays caused. Please be assured any cashouts approved and pending payment are secure and will be honored.
At present, we have received limited information from our payment provider in obtaining a resolution to this ongoing matter. We are however arranging having alternative payment providers. Feedback will be coursed through the soonest. Again, our apologies for the inconvenience caused.”
We are issuing the following warning for all site visitors to avoid Monarchs Online Casino for failure to pay and poor customer support; in addition we have added Monarchs Online Casino to our Blacklist.
If Monarchs Online Casino chooses to do the right thing and issue to the player payment of her valid winnings, we will update this warning accordingly and the casino will be removed from our Blacklist.