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MonteCasino
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www.tsogosun.com/montecasino
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1.2 23 Reviews

How responsive is MonteCasino's customer service?

1 Resolved
22 Unresolved
Very poor 🤒
We don't know much about how MonteCasino handles customer complaints outside ComplaintsBoard, but what we see here, on our website, is quite disappointing. We think there might be reasons for the company's actions (like not knowing about the complaints), and we would be happy to see them among customer-focused businesses that easily solve customer problems. But until that happens, we ask reviewers to be cautious when dealing with MonteCasino and using their services, and to carefully read the experiences of other customers on ComplaintsBoard, because who is warned is armed, you know! 💪
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MonteCasino reviews and complaints 23

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9:59 am EDT
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MonteCasino Machines

i am a loyal member to Monty Casino, looks like you guys want me to go to another casino, i been a member for a long time, i always play on the Machines called Moon Maidens in the larger smoking section, for the past 3 months those machines refuse to pay like previously. No free spins and even those machines are just eating all the money i come with. I am there 4 days in a week no winning combinations what so ever, all i do is just put money in the machine with no returns. This is really becoming frustrating,

if you guys do nothing about it, looks like i will start going to another casino,

Amarlal Maniram - [protected]

Desired outcome: i just want to atleast win something like previously,

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6:50 pm EDT
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MonteCasino Service and managers attitude

I played on the 26.04.2023. Your manager Casper has an attitude as I asked for a drink and says that they cannot see me dropping my oinks and whites on your tables in the PREVe room. As for the lady whose the manager that sits on the phone all night and does not see as to what her staff is doing is unacceptable. Thos is not the first incident as the last time I won 50k they could not find out which tables I was playing on. To me you guys as a team need to look at the management url have in place and change as if url do not url r going to loose business.urls management structure wrt people in place is pathetic and they are arrogant please revert much appreciated.

Regards

T Maharaj

Desired outcome: Change management offer better service

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6:53 pm EDT

MonteCasino Robbed my dealer, den manager came n can make worse desion

I was playing on the table rollet, I called 3 and 7 neighbors, 54 times in de row, the 5th one when called, the dealer refused to take my bet number, he said I ve to call 1 bcz de other player called 3, I said I was calling de same no, he refused to pay me, de manager and interviewed, n de ide to pay me 1 of the no. Fine I feel they are robbing me I went to the senior manager Getty, guess what before n finished the sentence she said dey are not paying me, she went to check de video however she already take desision that she can't pay me, we ve bad arguments she doesn't respect people,

She walk away while we wee still talking, I feel bad, with the dission she made,

This is not the 1st time dealt with her with dispute, she is very bad,

Kindly investigate this I ll be happy to cum n explain side of my story in person

Khathutshelo Mukwena

[protected]

Desired outcome: To get us me and to seat down n resolve this, I think she need more training, or she need counseling I think she ve personal problems dat she take out to me. Get her more training or psychological counseling

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Is MonteCasino legit?

Our verdict: Complaints Board's thorough examination reveals MonteCasino as a legitimate entity with notable strengths. Despite a 4% resolution rate on customer complaints, which invites a closer look, MonteCasino stands out for its commitment to quality and security. Clients considering MonteCasino should delve into its customer service record to gauge compatibility with their expectations.

MonteCasino earns 91% level of Trustworthiness

Perfect Trust Endorsement: MonteCasino achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for MonteCasino. The company provides a physical address, 3 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

The age of MonteCasino's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Tsogosun.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Tsogosun.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

According to our analysis, MonteCasino appears to be offering travel services on their website. While many travel companies are legitimate, it's important to be cautious and do your research before booking a trip to ensure that you are getting a good deal and not falling victim to a scam.

Several positive reviews for MonteCasino have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

We looked up MonteCasino and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • While MonteCasino has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 4% of 23 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
ComplaintsBoard
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3:58 am EDT

MonteCasino "pet expo"

Good Day Event Planners,

I need to seriously bring attention to the flaws of this experience of a "Pet Expo”.

· Driving into Monty, the security directed you where to park, BUT why then do you have ONE female security guard to check 150 people in a queue just to enter? 1 hour just to enter Montecasino? Are you kidding me?

· Then it was another hour to stand in line to enter the expo.

· When there, You hand out flyers and cheap paper bags that tear as you walk around, but NO MAP? If you have kids with you, you cant check your phone for the map, priority is keeping this child safe in this chaos.

· There was no staff on standby to help and assist you to find the places/tents? I had to go ask the stalls.

· THEN, your white picket fences were so high that no child was able to view anything by themself!

· You now must carry the child the entire time, and even more just for safety.

· It was so busy; it was so unsafe for a child to walk.

· You clearly did not cater to kids yet you brag how adults should bring kids along to this show? What for? They were not able to see anything! Due to the amount of people.

· The stands were packed, the passageway to the stand was packed, and you couldn’t view any apparent show taking place. I certainly did not get to see any show!

· Then, you go to see the breeding stalls, and the dogs are in cages, and then an old white guy tells us, don’t touch the dog through the cage – so THEN HOW must you interact with the animals? OR he was racist? It was derogatory treatment.

· This stall was so small and poorly planned, you could not go into the stall or interact with the dogs. You came to see the owners sitting on chairs instead.

· Where were the “pets” from this infamous pet expo – Bunnies, rats, mice, hamsters, guinea pigs, even pigs. The reptile stall was 80% selling products than seeing creatures and the lines and people inside were chaotic, how do you place our kids in this mess? It was suffocating trying to see anything at that stall.

· Then the cat tent, the spacing in between the tables, you kept bashing into people just trying to freaking move? It was not safe for a child to walk in there! That pissed me off. We saw no cat show or cats! So again, another lie! what happened to the covid protocols you apparently stated for social distancing?

· Then you had no stalls just to purchase simple water in the sun? The lines to buy food were dramatically pathetic.

· How must you stand in a line of 50 to buy food, and then constantly be pushed by people trying to pass through you? Inclusive if animals and you are with kids? How unsafe is this? And yet, you rule to not even carry water in?

· Then the doughnut machine broke, and we stood in that line for 20 minutes just for that, while being pushed every minute, the child gets so tired and exhausted from this experience! OH MY GOD! You putting them through torture, due to your poor planning.

· Why is fish in the sun? How is that allowed? by"animal people".

· I find your expo completely disappointing!

· I want my money back. You put kids’ lives at risk as you simply did not plan and consider your audience.

· Clearly you are aware of your ticket sales, you did not cater for children, food, ample seats, water, and enjoyment, yet the ticket price was so steep.

· Every person in the lines was not happy, especially with the traffic going through. Never again.

Wow, Thank you!

Desired outcome: Refund.

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3:04 pm EST
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MonteCasino Casino/hotel

I have been coming to Monte Casino so often and im really disappointed how they treat someone that goes from Platinum to Black in just 1 month and when I went to Black status I just stared loosing what am I paying for others to win give me free play of R1500 and win nothing just take it wow that less then the money I have spend there. Really someone that is always supporting the casino I have one closer to my house but yet I sponsor Monte I am so disappointed. The Souther Sun I am not going there even I am truly upset how u blind a person that free play was just as welll my own money let me be a day card holder and the winning would come I have seen this and this is so not righy. You say black holders have more benifits no I just pay for my benifits...

Desired outcome: Appreciate the people that support you on a daily basis that R1500 free play was a waste.

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3:30 am EST

MonteCasino winnings

I was at monti casino last nIght
I won the car ...
15 Min later a anouncment came over the speaker saying there is a tecnical era... Then got the same message on there screen
The tjhing is mine came on 15 earlier ...The guy working the on the floor said i had won the car.
Then they say no... And everyone gets the same massege 15 mi nutes later I have a picture of the machine I was playing at with the message and I have the number of the machine
Please let me know as I am very upset that 15 minutes after I win the car. All of a sudden. I havnt won the car

This is to me unexaptable...As I got the message before the anouncment of bthe tecnical era

PLEASE CONTACT ME
MY NAME is
CARON RIBEIRO
[protected]

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12:21 am EST
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MonteCasino free play & food drink voucher offered

On Thursday 25 th November I went to Monte Casino Fourways to receive my food/drink voucher & free play for my platinum card [protected] to find absolute chaos!

PEOPLE PUSHING & SHOVING
NO SOCIAL DISTANCING
EHOST MACHINE IN PREVE ONLY "1" WORKING EITHER SIDE..
DELI COUNTER LONG QUEUES SHORT STAFFED TO SERVE PEOPLE

With Covid rife in this country I'd hate to know how many people have been infected due to over crowding.

I await your response.

Jacqueline Amdur
[protected]
ID [protected]

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12:14 am EST
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MonteCasino Criminal Offence committed of Social Distancing

On Thursday the 25th November you kindly offered Free Play and Drink/Food vouchers. NO PROVISION was made for the masses that turned up for this offer and HUNDREDS OF PEOPLE including old age pensioners such as myself had to stand in queues for AGES with no Social Distancing being adhered to PLUS ALL YOUR STAFF ignored this fact when numerous people brought this to their attention. Had this been brought to the attention of the Authorities I am sure they would have closed you down and taken Legal Action against you for committing a CRIMINAL ACT of no Social Distancing. I am totally disgusted that this took place and NOTHING was done about it by your STAFF to avoid the SUPER SPREADER EVENT THAT YOU HELD.
Kenneth Peter
[protected]
Card No [protected]

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3:30 am EDT

MonteCasino Drivers licence

Good day

I stay in Witbank Mpumalanga so in February we came to Billy g to eat when I got there they requested for my licence and rewards card to make a copy they never brought it back to me so I forgot it at the restaurant I called the following week to enquire if it's there they said yes it's there but they are taking it to Lost and found well I could not come and fetch it sooner as I stay very far yesterday I was in Joburg went to Montecasino lost and found that lady was so lazy she checked and said maybe they took it to home affairs I was like how can they take a driver's licence to home affairs she then said I should go to casino lost and found when I got there the lady there was also not willing to help we then requested a supervisor who was very helpful but he could not find it as well my question is how is that possible that they can't find it when it was confirmed that it's there and am I supposed to now go to the homes affairs and apply for another one with my money whereas the stuff of Billy g did not bring it back to me I am irate at how this whole thing was resolved cos there are so many lazy people working there they were just not willing to go and look for it they told me they will call me I would like this resolved

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11:56 am EDT

MonteCasino Rude Dealers

Dear Montecasino,

I really love your casino, but it breaks my heart to even write this complaint to you or who might take this very seriously on the other end.
This Tuesday (20th April 2021) afternoon around 1PM that passed, I visited the casino along with my wife and I played at the Roulette table directly opposite the cashiers in the non-smoking area. Everything was going well until my wife returned by my side to pass me a message and then the Roulette dealer (a young black gentlemen) rudely yelled at my wife and asked to stand behind the red line.

Now please do not expect me to keep quiet and allow another individual to rudely speak to my wife in such a rude manner, his body language, facial expression, and voice tone described everything of an utterly rude person. I was very disappointed when he did not even apologize to my wife and it made my wife and I feel very "small" because there was nothing, we could do about it. I did however request to please speak with his supervisor who was polite but completely dismissed the way the dealer had addressed us.

I do follow rules and respect all your staff as well as policies, but this experience made me stop playing at the table and I cashed up and walked away.
This type of incident was not my first time where a dealer was rude to us. It seems to me as if some dealers feel as if they are working for free or doing us a huge favour so their attitude towards us does not matter and they can treat us anyhow.
My recommendation is to please train all your dealers to:
• Have a smile on their face.
• Greet each player that enters the table.
• Speak to players or the players' spouse/family/friends with respect.
• Explain rules in a polite manner and do not be aggressive about it.

If all the above is applied by dealers, then there should be no reason for players/customers to complain about their experience at Montecasino.
I am aware that I might just be one person in a million who is complaining but I do not believe your staff have a right to disrespect another human being. Yes, there are many casino's that we can go and play at but imagine if every person gets affected by an experience like this, especially during this harsh COVID time.
I certainly felt and still feel very unwelcome at the Casino table section by most dealers, and I really hope that changes because I love to play.
Regards
Nigel Govender

Desired outcome: • Have a smile on their face. • Greet each player that enters the table. • Speak to players or the players' spouse/family/friends with respect. • Explain rules in a polite manner and do not be aggressive about it.

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3:32 pm EDT

MonteCasino Not covid 19 compliant

Slightly distressed.

We came to eat at Thava.
Left at approximately quarter to nine.
Parked at Platinum parking and upon exiting I had to touch that little green button to open the boom.

How is this Covid 19 compliant?
How many other people have touched that green button to open the boom?

Check the camera's. My Red Fiat 500's reg no is JG ** LV GP.

Explain it to me please as I am highly taken a back.
The past few times we have been to Thava we have always had a guard touch the green button for us. No guard and i must press it myself. I did not have sanitizer in my car as just yesterday i had the car detailed. Not the point, point is i should not be expected to touch that green button to open the boom.

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8:22 am EDT

MonteCasino Gautrain cards

I came to monte casino to make use of the gautrain services whereby theres a big sign that indicates, I can purchase and reload a card at sinz, only to be met with a disgusting high level of incompetence as the two females at the counter rudely told me that theres no gautrain services at the store showing no compassion or concern for the fact that I am now stranded, wich is totally nonsense for employees to behave in such manner as I believe they were suppose to offer me a solution atleast. And should remove the board outside as it misleads ppl

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5:19 am EST
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MonteCasino Made me feel like a criminal

24/02/2020 I was walking in the casino waiting for my money to clear so that I can play, checking out machines and tables that I would like to play. I am a platinum card holder and play about 5-10 times a month. I was approached and asked to leave as they said I made the other guests feel uncomfortable. I didnt speak to anybody and I weren't in anybody's personal space. When I asked if I am not allowed to walk around and look for machines that catch my fancy I was told that spectators are not allowed. It made me feel as if I am a criminal and I dont think I will ever make use of your casino, as everyone should be treated equally.

Regards

Sylvester Engelbrecht
[protected]

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Mandy Reddy
, US
Aug 01, 2020 3:04 pm EDT

maybe its a blessing in disguise...that place just takes and takes and takes..best not to play...i def wont be going back either

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10:01 am EST
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MonteCasino Ice cream parlours

Really Monte casino - your two ice cream restaurants/ closed at the same time. In the sweltering heat of summer. Brought my 12 year to monte for his birthday for lunch and wanted to get ice cream. Both Baglios and milky lane closed. kFc machine out of order. Had to get from Steers.

A bit of fore planning for a big brand as yourself maybe?
Feeling a tad bit irritated now.

Dashni
[protected]

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5:47 am EDT
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MonteCasino Falling by dropping boom

On Friday 30 August 2019 at about 6.55pm I was dropped off at the drop off zone. Having realized that I had left my phone in my wife's car, I emediately ran after her car . As I reached the boom, the operator dropped the boom and it hit me across my jaw . I fell down on my knees . My jaw, shoulder and back and knees hurts and I have a nasty bruise on my right knee . No one came to my aid . I managed to get up and walk to the toilets and on my return was given my cap back that had fallen off. Also one of the security chaps wrote my name and number down in his note book.
Is it possible to view the security camera footage of this ?
Bernard Badria
[protected]
[protected]

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3:19 am EDT
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MonteCasino An event

Good day,

I have never received such poor service for an event.
All I want to do is purchase three tickets to the Decade of 90's festival at Monte Casino on the 7th of September.
When the tickets became available I immediately went online to purchase them but there was no place to put in the rewards card number for a discount, I tried maybe 10 times to call the number on the website 0115107000, it just rings and cuts off. I then decided to email Monte, to date no response.
I then called Howler three times as they needed to enquire only for them to redirect me to Monte Casino help desk, there I was put to three different people and eventually to Laura or Lauren who is the events manager, her phone just rang, I left a message, to date still no call back.
I believe the early bird tickets are now sold out all because of Monte Casino poor event planning.
I expected someone to call me back with some tickets for this event, otherwise I will be submitting my complaint to hello peter and on Facebook.
I have to wonder if anyone actually works there.

Many Thanks
Losha
[protected]
[protected]@gmail.com

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12:25 am EST

MonteCasino Drop off zone - boom closes on car

Drop off zone Sunday 16th December 6:30pm.

I was dropping my daughter off to go to movies. On entering the drop off zone, the boom was held open for some time, the vehicle in front of me was stopped before entering and the boom was still open, it appeared that the boom was being held open, the vehicle in front entered, the boom was still open, we then proceeded into the drop off zone, no security was standing at the boom, we then entered and the boom closed on the roof of my vehicle. We then saw the security guard standing in front of the water feature well away from the boom.

We parked our vehicle and I go out and approached the security guard to take a photo on my cell to capture his name tag, the security guard then grabbed my cell photo, at the time my daughter saw what was happening and go out of the car and approached the security, telling him to release my hand with the cell in it, the security guard then grabbed my daughters arm and man handled her, at this I was in shock and guided my daughter away from him towards the entrance where there were other security guards, I asked to speak to a manager.

Shortly after Lawrence from Monte Casino came to speak to me, I explained what happened to him. I showed him the marks on the roof of my car.

The pic of the security guard shows him grabbing my cell and you can clearly see the remote in his hand to control the boom. Lawrence showed me the boom with the sign on saying one vehicle at a time however if the boom it up you cannot see the sign. Lawrence said that the security cameras will show what happened.

My husband is insisting that I lay a charge against the security guard. At no time should he have laid a hand on myself and especially not my 20year old daughter. My two nieces were also in the vehicle and are witnesses.

The security guard named Vincent needs to be held accountable.

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2:45 am EST

MonteCasino security

After being at montecasino for 5 hours I called an Uber driver to fetch me and when he arrived he informed me that he could not enter to fetch me. I saw an Audi vehicle in front of the boom gates with 5 people standing behind and around the vehicle. U approached the security guard named Mumusa, who was working in the 3rd December 2018 at approximately 2:30am. I asked him why my driver could not enter to pick up myself n 2 friends and he said that Uber is not allowed in to come and pick me up at that time. I inquired as to when this rule was made because I regularly get my Uber at the drop off/pick up point... He did not sat when but said that the driver could not enter.. All the while the White Audi is parked there like its thier private property, blocking the entrance by the boom gate so that a few vehicles could not enter...

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6:38 am EDT
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MonteCasino gaming

As a Black Card holder, I am dismayed at the way the Monte Casino gaming floors have deteriorated in the past few months.
Firstly your machines don't pay at all - one may as well flush one's money down the toilet for the amount of entertainment and gaming offered at present. Many of the machines have problems and buttons don't work - wont accept notes etc etc. Also yesterday on Sunday your cashiers did not even have the old R100 notes available and the machines have not yet been upgraded to accept new notes. Most patrons go to the casino to GAMBLE not to attend draws - i think we would all be much happier if we had a more rewarding gaming experience - we are not expecting to win millions but just to get a run for our money. I strongly suggest management is investigated and also that on the floor surveys take place amongst your patrons - EVERYONE is complaining and as a regular i can see patron attendances are decreased ...

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7:39 pm EDT
Resolved
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MonteCasino fraudulent overcharge on credit card

While in Joburg in October, I purchased three small items that cost ZAR 183 (approx. US $13) at SINS, in Montecasino. I kept my receipt. I was surprised a few days later to see my credit card was charged US $83. I disputed the charge immediately with my bank. Nine months and two investigations later, SINS has refused to acknowledge their error or refund my money. I have shown a copy of my original receipt clearly showing the itemized list of purchases, with the total ZAR 183. I believe SINS management is fraudulent overcharging many customers, as I saw several other complaints when I googled it. Travelers BEWARE: don't shop at SINS but if you have to, be sure to pay cash and check your receipt carefully.

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Ashley112017
, US
Aug 10, 2017 12:56 pm EDT

She is stupid

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SINS - Montecasino
, US
Aug 04, 2017 7:41 am EDT

Dear Colette Chalier,
We only became aware of your complaint as of the 1st August 2017, after your reviews were brought to our attention. Up and till this time we were in the dark as to the problem. It appears that no communication, between yourself and Sins has ever taken place whatsoever regarding any overcharge issue.
Our Financial service protocol only requested a legible copy of the credit card voucher, on the 17th November 2016 which we supplied with your signature of approval. They made no mention of any overcharge enquiry. Customer details and contact details are not provided by financial service providers.

Consequently, we have been oblivious of your complaint.
Not withstanding all your media comments that are not an accurate interpretation of the events regarding our professionalism. We are very committed to resolving this problem.
However, we currently have no ability to contact you.
Please contact Ian or Steven via our email address mailto:info@sins.co.za or you can contact us on +[protected] or Fax us on +[protected]. Our contact numbers are readily accessible to all our customers.
We have in our possession, the Financial Institutes request and the supporting voucher to assist in resolving this problem.

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Phone numbers

+27 115 107 000 +27 114 619 744 More phone numbers

Website

www.tsogosun.com/montecasino

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Broken seat at show
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