Mondcasino - Player requests refund for losses after account closure issues.

Dear Casino Guru Team,

I would like to submit a formal complaint against Mond Casino and request your assistance in obtaining a refund of my net losses.

I have repeatedly asked Mond Casino to close or freeze my account. I have done this many times, and I also have email proof showing that I clearly requested permanent account closure. Despite this, the casino continued to allow me to access the account and make further deposits.

The casino has claimed that they sent follow-up emails or required further action from me, but I did not receive such follow-up emails. This has happened several times when I have frozen the account. In my opinion, the casino is using this as an excuse to avoid taking responsibility for not closing the account properly.

I also clearly informed them that my gambling was having a negative impact on me. Even after this, they still did not permanently close the account. I believe this is a serious failure in responsible gambling procedures and customer protection.

Because Mond Casino failed to close my account after several clear requests, they allowed further deposits that should never have been accepted.

Based on my transaction history, my total deposits were 586,593 NOK. My total withdrawals were 78,184.99 NOK. This leaves a net loss of 508,408.01 NOK.

I am therefore requesting a refund of my net losses, rounded to 508,000 NOK.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Permanent Self-Exclusion

Setting Self-exclusion lets us know that we need to take all measures to block your access to your account and you will also be taken from our marketing list so you will not receive any marketing material . You can also contact our support at support@mondcasino.com and let us know about your decision to stop gambling at the Mond Casino for a certain period of time or forever.

If you are self excluded from the casino you won't be able to log into your account and order withdrawal of any balance you have left. Once self-excluded, please reach out to our support team at support@mondcasino.com in order to initiate withdrawal of remaining balance.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila