Mondcasino - Player’s account has been closed.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you pass the verification before you lost access to the account?
• What specific reason did the casino provide for the termination of your account?
• Have you received any documentation or communication related to the alleged breach of terms and conditions?

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

Best regards,

Kristina

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Thank you for your patience, and stay safe.

No as it did not ask me to do it. i just tried to take my money out and shortly after that, i got an email from them which i can send to you.

In the email they wrote this

"We are writing to you regarding your account termination.

Our security tool has detected a breach of our General Bonus Terms under section

10.1.1 All bonus offers are limited to per person, family, IP address, computer device, residential address, telephone number, credit or debit card and/or e-payment account, e-mail address, and environments where computers are shared (university, fraternity, school, public library, workplace, etc.), account, address, computer and IP address. Mondcasino Reserves the right to close any account that is considered a duplicate account and confiscate the assets of the relevant account.

We have declined your withdrawal request, void your balance and permanently closed your account. Your last credit card deposit will be refunded."

I responded to this email but never got any feedback.

Thank you for your reply. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

As far as I know, no one in my household plays at online casinos, and I’m the only one using my internet connection for this purpose. I understand that IP addresses can be dynamic or shared by providers, so they’re not always reliable for identifying individual users.

No one I know has used my connection to play at a casino, and I’ve never used anyone else’s. I’m certain I haven’t done anything wrong, so this must be a mistake. I respectfully ask to take another look at the situation.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Mondcasino to join the conversation and participate in the resolution of this complaint.

Dear Mondcasino,

Can you please provide further details about the decision to terminate the player's account? How has the account been linked to other accounts?

Kind regards,

Adam

Hi there,

Please note we have sent email to Adam with explanation of players account termination.

Mondcasino Team

I just want to clarify that they have not sent me any additional email or provided any explanation of what I supposedly did wrong. Since they are accusing me of some kind of violation, I believe it’s only fair that they clearly state what the issue is and provide evidence.

As far as I can tell, they have nothing to prove their claim. It took them a week to respond, and the only reply is that they had sent me an email—yet I never received any such email, nor did they make any real effort to explain the situation.

At this point, it's clear who is being dishonest. I want my money returned, and I expect this matter to be resolved fairly. It is unacceptable for them to have the authority to simply take someone's money without providing any proof, explanation, or valid reason. Such actions should be held accountable.

Hello,

The casino has made contact and provided further details to me via email, stating that the reason for terminating the account is the use of multiple accounts.

I am awaiting supporting evidence of this from the casino and will update again upon receipt.

Kind regards,

Adam

Hi there,

Please note we have sent email with relevant proof to Adam.

Mondcasino Team

Many thanks Mond Casino,

Please see my response via email.

Dear redbeast,

Can I ask you if there is any possibility you could have registered an account at this casino in the past?

Kind regards,

Adam

To answer your question clearly: No, I have never registered multiple accounts with Mond Casino, nor have I intentionally or unintentionally created a duplicate account in the past. I am aware of standard casino policies regarding account duplication, and I have always made sure to comply with the terms and conditions of any platform I use.

Closing an account or withholding funds without presenting specific proof is not a reasonable or justifiable action.

Thanks for your response.

Currently, the information provided by the casino is not considered to be sufficient in supporting their claims, so I have requested further proof. I will extend the timer accordingly and update upon receipt.

Kind regards,

Adam

Hi there,

Please note we have sent email with relevant proofs to Adam.

Mondcasino Team

Hello redbeast,

As this case is still being discussed outside of this thread, I will reset the timer. I will post an update here as soon as I have more information for you.

Kind regards,

Adam

Hello redbeast,

More time was requested due to unexpected absence, so the timer has again been extended. I apologize for the wait and thank you for your continued patience.

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi there,

Please note we have sent email with relevant proofs.

Mondcasino Team

Thank you for the evidence provided, Mond Casino.

Dear redbeast,

The casino has now provided further proof to show that your account is linked to another account. After carefully reviewing this evidence and the case as a whole, we believe that there is sufficient evidence to support the casino's decision on this occasion.

Consequently, we are unable to assist any further with this case, and your complaint will be rejected. I am sorry we could not be of more help on this occasion.

Kind regards,

Adam