Mondcasino - Player is disappointed by VIP bonus delays.

I have been a player at this casino for years. As of late I haven’t played as much cause I’m extremely disappointed in the way they constantly change their vip bonus structures to fit how they feel that week. This is the second week in a row that they aren’t giving me my weekly bonus and yes I deposited and played like I always do!! They are shady!!

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mondcasino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify based on which criteria the casino was supposed to issue bonuses to you?
• Have you contacted the casino support and asked for assistance?
• Was the decision not to issue bonuses for you a deliberate decision from the casino?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you in advance for your reply.

Best regards,

Tomas

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Thank you for your patience, and stay safe.

Dear derek1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru