Complaint #6 Mondcasino

Closed account and confiscated my funds and deposit

By lexum

3 years ago

Message on forum

Hello Askgamblers team,

I played in this casino for about a year. On 01/09/2023 I received a letter from them.

"You are no longer eligible to claim any matching bonuses from now on, but can still continue gaming on our Casino with your clean deposits however."

Unfortunately, I decided to make another deposit of 200 or 300 euros. After winning my balance was 1056 euros.

Мy account was closed and I received an e-mail about the confiscation of funds

"This is to inform you that your Mondcasino account has been permanently suspended due to the suspected fraud. Furthermore, all of your current Mondcasino account monies have been withheld.

9.1 We reserve the right, in our discretion, to cancel your registration, withhold your account monies, suspend your account for a limited period of time or close your account.

9.2 We reserve the right to do any of the above in relation to any accounts you may have with other sites and services owned or operated by or on behalf of us and any sites and services that use the same shared game platform.

Opening further accounts will be considered a breach and violation of our Terms & Conditions and a breach and violation of this decision, which is final.

All your additional Mondcasino accounts will be suspended at once.

Kind regards,

Mondcasino Security"

I think that confiscating funds from players is theft. I demand to return my funds back, but the casino support is not responding!

Disputed Casino Mondcasino

Reason Account closure

Amount €1056

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

lexum

3 years ago

Yes, I also filed a complaint with the gaming regulator

AskGamblers

• Support Team

3 years ago

Dear @lexum,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have already submitted a complaint to the Gambling Regulator. Please note that in case you fail to respond within the given timeframe we will consider your case rejected and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Mondcasino

• Representative

3 years ago

Hi Askgamblers,

Please note player has turned to gambling regulator already, which informed us about his case. Once Curacao Gambling authority gives statement we will inform you also here.

Thank you for understanding,
Mondcasino Team

Mondcasino Complaint Stats

Resolved 2 / 3

Avg. Amount $936

Avg. Complaint Duration 4 days

Avg. Response Time 1 day

Mondcasino Complaints

See all complaints for this casino

Casino do no verify my documents

Hello,

I ask Askgamblers to help me get verified. A week ago I uploaded documents to my personal profile. I waited 2 days for an answer, because the casino support wrote to me. that verification takes two days. Two days passed and there was no response from the casino. I wrote a letter to the financial service to clarify what they required. But there was no answer. I wrote to live support several times, they promised me that my request would be transferred to the financial service, but so far there has been no response. My ID < username removed >

Resolved

Refusing to pay me for dubious reasons

Hello Askgamblers team,

A couple of days ago I registered at MondCasino and deposited 200€, using their welcome offer I won a total of 1475€. I played on the slots "Great Rhino Deluxe" with 4€ spins, and on "Starburst" with 3€ and 3,50€ spins. Two days later they first sent me an email that my account is fully verified, then shortly after that they sent me this:

"Dear Player

Please note, upon checking your recent gameplay, we have concluded your gaming pattern does not fall into a category of genuine recreation players, therefore we have to act in compliance with out Bonus Terms and Conditions.

Bonus Terms and Conditions applied to your account:

10.1.8 Bonuses offered by Mondcasino are only intended for genuine recreational players. Abuse of the offered bonuses will not be tolerated. Mondcasino reserves the right to investigate, cancel, suspend or lock any account if abuse of the bonus is only being suspected at its sole discretion without need for further explanation. In case of suspected abuse, all bonuses and subsequent gaming activity and wins will be revoked and annulled and the deposit is returned.

We have decided to revoke your bonus eligibility and retract your winnings generated with the help of our bonuses. We have left your initial deposits on your balance, intact."

on their Bonus terms site under 10.1.8. it says

"Some examples what can be suspected as bonus abuse;

a) Using any betting system or placing even money bets on any game of chance,

b) Using the "Double-Up" or "Buy Free Spins functions" or gamble feature within a game over maxbet which is 4 EUR or equivalent in other currency

c) Wagering on games that do not contribute towards wagering requirements or games with a 0% wagering weight applied to them."

I did not exceed the 4€ bet limit, i did not play any excluded games, and i did not use any sort of betting system, they just confiscated my winnings and refuse to elaborate any further.

I hope you can help me here

Kind Regards

Resolved

€1,475