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

Hello Attila,

Thank you for your reply.

Yes, I used the same email address to register at Mond Casino and to contact the casino regarding account closure/permanent closure. I have never used any other form of communication.

I can provide a ZIP file containing all my email correspondence with Mond Casino. The correspondence shows several relevant account closure requests and responsible gambling concerns, including:

• 5 November 2025: I asked them to close my account permanently.
• 1 April 2026: I asked them to delete my account permanently.
• 9 April 2026: I wrote that I did not want a 24-hour deactivation and that I wanted to be permanently out.
• 5 May 2026: I requested that my account be permanently closed, with no option to reopen it in the future, and also asked to be removed from marketing, VIP offers, bonuses and promotions.
• 19 May 2026: I again requested immediate permanent closure and stated that the gambling had a negative impact on me and that I no longer wanted any access to their services.
• 21 May 2026: I disputed Mond Casino’s claim that follow-up emails had been sent, as I did not receive those emails. I asked them for proof of this, and they stopped replying me.

Regarding KYC/verification: To my understanding, my account was verified, but I can provide further details or documentation privately if needed.

To be precise, I may not have used the exact words "gambling addiction" in every message, but I clearly informed the casino that my gambling had a negative impact on me, that I had lost substantial amounts, and that I wanted permanent closure/no reopening several times. In my view, this should clearly have been treated as a responsible gambling/self-exclusion matter.

My main complaint is that Mond Casino did not properly act on these repeated permanent closure requests and allowed me to continue accessing the account and depositing.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hello Attila,

Thank you. I will send the relevant email correspondence to you by email, because the full emails contain personal/account-related information.

For transparency in this public complaint thread, here is a short summary of the key correspondence I am forwarding:

5 November 2025: I asked Mond Casino: "Could you close account permanently?"

9 November 2025: I wrote: "I would like to close my account here permanently. I'm done playing here now."

1 April 2026: I asked: "Can you delete this account permanently now?"

7 April 2026: Mond Casino confirmed that my account was already verified.

9 April 2026: After being referred to a 24-hour deactivation, I replied: "I don't want to deactivate it for 24 hours. I want permanently out."

5 May 2026: I requested permanent closure with no option to reopen, and asked to be removed from marketing, VIP offers, bonuses and promotions.

19 May 2026: I again requested immediate permanent closure, and that I no longer wanted access to their services.

21 May 2026: I disputed Mond Casino’s claim that follow-up emails had been sent, as I did not receive those emails.

Thank you in advance for looking into it.

Dear refw, could you please confirm whether you currently still have access to your account?

Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

In your case, while you have mentioned terms such as "self-exclusion," it appears that no gambling-related issues were formally reported to the casino. Furthermore, it seems that the request was submitted only after the funds had already been lost, with the primary issue being dissatisfaction with the level of winnings at the casino.

Thank you for your understanding and I look forward to your reply.

Hello Attila,

Thank you for your reply.

No, I do not currently have access to my Mond Casino account. To my understanding, the account is currently closed/blocked.

I would also like to clarify something important: I strongly disagree with the statement that the primary issue was dissatisfaction with the level of winnings. That is not my complaint.

My complaint is that I repeatedly asked Mond Casino for permanent closure/no reopening, and the casino did not properly treat this as a responsible gambling/self-exclusion matter.

I understand that Casino Guru may require explicit gambling-related wording in order to request a refund. However, I believe my communication must be assessed as a whole and in context.

The key point is that I did not simply ask for a temporary break. I repeatedly used wording such as:

-"Could you close account permanently?"

-"Can you delete this account permanently now?"

-"I don't want to deactivate it for 24 hours. I want permanently out."

-permanent closure with no option to reopen

-no further access to their services

In Mond Casino’s own Responsible Gaming policy, self-exclusion can be requested "for a certain period of time or forever". I therefore do not understand why repeated requests to be permanently out/no reopening would not be treated as a self-exclusion or responsible gambling request.

I also dispute Mond Casino’s claim that they sent follow-up emails requiring further action from me. I did not receive those follow-up emails, and when I asked them to provide proof of this, they stopped replying.

Could you please clarify exactly what type of wording Casino Guru considers sufficient evidence of gambling concerns?

Thanks in advance.

Dear refw,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this.

Since you do not have sufficient proof to support your case, and your account has been closed, we cannot handle this complaint as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.