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Mondcasino - Refusing to pay me for dubious reasons


Complaint Info

Disputed casino



Bonus abuse


€ 1475

Posted on December 10, 2021

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

Posted on December 13, 2021

Hi there,

Frenk here on behalf of Mondcasino Team.

Regards to players complaint our security review revealed many indicators/factors and proves (which will be send to askgamblers relevant department seperately) which leads to conclusions that player had no intention to recreationaly use our casino and his only intention was to claim first deposit bonus with strategy and tactics which are well known for bonus abusers. For example starting playing with max bet allowed with active bonus and in case of big winnings immidietely change betting pattern for another slot with lower volatility and lower bet.

Nevertheless following clause applies for mentioned player which we firmly stand on.

In clause 10.1.8 its written: "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."

Moreover, our security system triggered alarm that there is another player who is linked to player who raised complaint based on device information, betting behavior and gameplay history. Player was informed via email, that his account will be closed as per clause 6.3 from Mondcasino General Terms and Conditions. As an act of goodwill we have decided to return to player his initial deposit.

6.3 You are allowed to have only one account. If you attempt to open more than one account, all your accounts may be blocked or closed. You are not allowed to sell, transfer or acquire an account with us from any other user. In addition if there is any kind of connection between player account with other accounts registered with mondcasino.com. We reserve the right to close any accounts that are traced to the same address, IP address or computer or are suspected of having been transferred between users and freeze any winnings on those accounts. To avoid doubt, a group of players shall be considered 2 or more players linked together based on device information, betting behavior, gameplay history, IP address, and/or personal details. If we have deposited any bonuses, winnings or other funds into an account, we reserve the right to remove such funds at any time.

We will be happy to provide AG with proves, device Logs, betting patterns, however we do not wish to publicly display as for the own interest.

Thank you for understanding

Mondcasino Team

Posted on December 13, 2021


I played great rhino and starburst, both have a max win of 500x, so there is no power volatility, and i lowered the bet from 4€ to 3€ and 3,50€, if that is an unfair betting strategy then everything is "bonus abuse"


Now you are just inventing stuff, but good luck with Proving that since i live alone and no one else uses my Computer or wifi

Posted on December 13, 2021

Dear Mondcasino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

Posted on January 6, 2022

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Mondcasino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.