monte Casino & Sportsbook FAQ

We at monte require identity verification to confirm your age and address before you can withdraw funds. You will need to provide a government-issued photo ID—such as a national ID card, passport, or driver's license—and proof of address, such as a recent utility bill or bank statement. The document must clearly show your full name and match the details you entered during registration. Our verification team reviews these documents within a standard processing window and notifies you once verification is complete. If a document is unclear or does not match your account details, we will ask you to resubmit.

If you believe someone else has accessed your monte account or you notice unusual activity, contact our support team immediately. Do not attempt to log in repeatedly if you suspect unauthorised access. Our team can temporarily lock your account, review transaction history, and help you regain control. We recommend changing your password from a secure device once you have contacted support. If you are in a location where you cannot access monte due to jurisdiction restrictions, your account access will be blocked automatically—this is a security measure, not an error.

No. We at monte permit only one account per user. If we detect duplicate accounts, we will close them and may forfeit any associated balances. Duplicate accounts violate our terms and are flagged during our verification process. If you have already created an account and need to manage it differently—for example, updating your payment method or email address—contact our support team to modify your existing account rather than opening a new one.

Yes. We at monte accept direct bank transfers via online payment, e-wallet, mobile banking, and local payment. When you choose the bank transfer option during deposit, you will receive a unique account number and reference code. Transfer the funds from your own bank account using your bank's online or mobile app. Bank transfers may take several hours to process depending on your bank's processing times and the time of day you initiate the transfer. We also accept deposits via online payment, e-wallet, mobile banking, local payment, online payment, and e-wallet for faster processing.

If a deposit does not complete, the funds will return to your payment method within one to three business days, depending on your bank or e-wallet provider. Do not initiate the same deposit again until you have confirmed the original transaction has been refunded. Check your bank or e-wallet statement to verify the status. If funds have been deducted but do not appear in your monte account, contact our support team with your transaction reference number and payment method details. We will investigate and escalate the issue to our payment processor if necessary. For withdrawals, if a request is declined or reversed, we will notify you and the funds will remain in your monte account.

We at monte do not currently offer public promotion codes. Any bonus offers available to you will be applied automatically to your account when you log in, or they may be mentioned in a notification from our support team. If you have received a promotion code from a partner or referral source, contact our support team to verify it and apply it to your account. Do not attempt to enter codes into payment fields or account settings, as this will not activate promotions. Our support team can confirm whether a code is valid and apply any eligible bonuses to your account.

RTP stands for "return to player" and refers to the percentage of wagered funds that a slot game is designed to return to players over a long period of time. For example, a slot with an is designed to return 96 pence for every pound wagered on average across thousands of spins. This is a mathematical average and does not apply to individual sessions—you may win or lose in any single play. We at monte display the RTP for each slot game in its game information or settings menu. Higher RTP does not guarantee better results in any individual session, as slot outcomes are determined by random number generation.

Our support team operates a live chat service during extended hours throughout the week. You can access live chat from your monte account or by visiting the support page on our website. If live chat is not currently available, you can submit a support request via email and our team will respond within a standard service window. Response times vary depending on the complexity of your inquiry and the volume of requests we are receiving. For urgent account issues—such as suspected unauthorised access—use live chat when available to reach our team more quickly.

We at monte do not hold your payment details. When you deposit via e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, or bank transfer, you are transacting directly with your payment provider or bank. Your payment details are never stored on our platform. We receive only a confirmation that your deposit has been processed. Your funds are safe as long as you keep your payment account credentials secure. If your payment account is compromised, contact your payment provider immediately—not monte—to report fraud or unauthorised charges.

Our services are available only where local law permits. If you travel to a jurisdiction where online gaming is prohibited, your access to monte will be restricted automatically as a security measure. This is not an error—it is a compliance safeguard. Users are responsible for verifying that access and use of monte comply with the laws of their own jurisdiction. We do not offer our services in jurisdictions where online wagering is prohibited by applicable law. If you have questions about whether monte is available in your location, refer to our Legal notice or contact our support team.