Mondcasino - Player’s account has been closed without explanation.

Thursday, I placed legitimate bets and won approximately €10,000 – my largest win ever

Immediately after, I went on a short holiday and was unable to log in.

Upon return on November 10, 2025, my account (Username: **************) was deactivated without any prior email, notification, or explanation.

My entire €10,000 balance is locked

What I Want:

Written explanation for deactivation (specific reason/evidence).

Immediate withdrawal of €10,000 to my verified method

Account reactivation if withdrawal not possible.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Krapeee2,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  

Slots only I think

Did you pass the verification before you lost access to the account?  

It was not needed I just wanted to play more. I think they see a big balance and cut me off.

Did you accumulate your winnings with or without an active bonus?  

Not sure I didn't break any terms I read them I just wanted to play some.

Casino finally emailed me today (see below).

They’re claiming I violated clause 15.1 – something about "deposits not used for entertainment" and "unfair financial benefit" then wiped my €10,000 win, killed my account, and say they’re refunding only my last credit-card deposit.

I played slots only,no weird patterns just normal spins on Thursday before I left for holiday. Came back Sunday, account dead, live chat (agent Victoria) wouldn’t explain anything.

Their clause 15.1 is a catch-all illusion they can void any win by saying "we think you weren’t entertained enough." That’s not a real term; it’s a license to steal.

Happy to forward the email thread or screenshots to Casino Guru if needed. I just want my money and my account back.

I need to be sure I get paid in full if I do this? Casino guru the manager confirm this?

Does it always take to long?

Dear Krapeee2,

thank you for your replies and your patience.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Krapeee2,

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.

They are not responding. There is not much to send.

It's only email from me to them.

Hello will you help me?

Dear Krapeee2

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear Krapeee2,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been blocked and their balance confiscated?

Thank you in advance for providing the information.

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 Martina,

Following player registered on Mondcasino on 4.11.2025 and claimed 1st deposit bonus with deposit of 200 Eur same day. Based on our security review conducted on 7.11.2025 and with the help of 3rd party software that we use to check game play & fraudelent Activities, we have found significant indicators that players account and information inserted may be stolen/bought.

Based on that we have locked account and requested from player to provide us with documents for KYC purposes with the email sent on 13.11.2025. Until today no document was provided from the player which indicates something is wrong here.

Furthermore, complaint is about 10.000 € which is not true. By the bonus terms there is maximum withdrawal amount on first deposit bonus of 20 times deposit amount. As per General T&C every deposit bonus has a 30 days period in which player has to withdraw winnings which did not happen here as player did not pass KYC verification.

Mondcasino Team

I tried to contact you for all the time there is no reply.

So please let me do the kyc now I have no problem with it.

Dear Krapeee2,

Can you please sent required documents to the casino according to their requirements in the email sent on 13.11.2025.

Thank you

And please, let me know, about the update.

They not responding to anything. How can I know. I sent all the files. Please check and confim.

Dear Mondcasino,

can you please confirme here that you have received all the documents that the player submitted?

Please, let us know. Thank you

Yes I never get a responds from them. Thats why it's so confusing.

Hi Martina,

Please note player has sent documents for verification on 21.12.2025 which is 45 days from the moment bonus has been claimed. Furthermore we have requested 2nd level verification process which is video call verification due to security concerns of account. Player received email on 21.12.2025 and until now we have not received additional information we need to conduct video call.

Kindly note to update this complaint as amount of 4.000 Eur and not 10.000€ as per clause 10.1.2 from our Bonus T&C. Player claimed first deposit bonus with deposit of 200€.

10.1.2 Bonuses that are received with a no-deposit requirement (free spins, cashback, cash reward, money reward or any other form of received bonus or cashback) have a maximum withdrawal limit of 50 EUR, or equivalent in other currency. In case bonus received is more than 50 EUR, maximum withdrawal in that case is 5 times received amount. Bonuses that comes with a deposit requirements (clause 10.2, 10.3) have limits on withdrawal of twenty (20) times deposit amount. Any other deposit bonus except bonuses under clause 10.2, 10.3, have limits on withdrawal of five (5) times deposit amount. Any balance above maximum withdrawal amount is forfeited manually once player reach maximum withdrawal amount or when player requests withdrawal.

As for your information all bonuses on Mondcasino have an end date according to clause 15.3 From our General T&C.

15.3 All bonuses have an end date. If the bonus conditions are not fulfilled at the end time, Mondcasino has the right to cancel the bonus or remove the bonus money from the gaming account. We have right to remove bonus money or winnings generated from any deposit bonus or any type of cashback, free spins, tournament rewards or money reward from players account if the player has not successfully withdraw winnings or granted cashback, tournament reward, free spins winnings or money reward in 30 days after bonus, cashback, free spins or money reward was issued or granted.

We kindly ask you Martina to check all relevant information & facts and include it in your next reply since we do not see any reason what can be achieved in case player became verified.

Mondcasino Team

OK i will do the video call after christmas if they pay me 4000 euro.

Dear Mondcasino,

are you willing to continue with verification of the player after holiday?

Hi Martina,

We will proceed with verification of the player once we receive required information from player.

Next to it we kindly ask you to check all relevant information & facts and include it in your next reply written in previous answer and update complaint correctly. Somehow should be fair that you aware player of the situation and players responsibilities.

Mondcasino Team

Dear Mondcasino Team,

Could you please clarify this matter more directly?

If the player was not verified within 45 days of claiming the bonus, does this mean that even if the verification would have been completed now, the player is no longer eligible to receive the €4,000 bonus?

Thank you in advance for providing a clear confirmation.

Kind regards,

Martina

They want me to do a video call I am ok with it.

No responds from them. I would like to make a appointment.

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 Martina,

Please note following clause (15.3) from General T&C applies to players account. To add more, all General T&C were reviewed by Casino.Guru which found T&C as fair & transparent.

Player is not eligible to receive those winnings (clause 15.3 explained below) still we can verify player if player wants too. Somehow it seems player is interested for verification only if winnings are approved.

Quote from player

"OK i will do the video call after christmas if they pay me 4000 euro."

15.3 All bonuses have an end date. If the bonus conditions are not fulfilled at the end time, Mondcasino has the right to cancel the bonus or remove the bonus money from the gaming account. We have right to remove bonus money or winnings generated from any deposit bonus or any type of cashback, free spins, tournament rewards or money reward from players account if the player has not successfully withdraw winnings or granted cashback, tournament reward, free spins winnings or money reward in 30 days after bonus, cashback, free spins or money reward was issued or granted.

Looking forward from you to explain to player her responsibilities when using bonuses and other services according to General T&C, KYC & AML policy she accepted once registering with us.

Mondcasino Team

Sorry. I was ok to do the video call.

" We have right to remove bonus money or winnings generated from any deposit bonus"

This is not a fair rule this means you always can cut everybody's money off. I don't agree.

I want to do the video call like promised.

oh so sorry I saw a email from them in the spam.

I replied.

Dear Krapeee2,

I understand that this has been a difficult and frustrating situation, and I’m sorry for the inconvenience it has caused.

Based on the information available, the casino sent you the list of requested verification documents on 13th November, and these were submitted on 17th December. Unfortunately, this delay has impacted the verification timeline.

Had the documents been sent sooner, it is likely that it could have been finalized by mid-December, and the winnings may have been processed accordingly.

Given these circumstances, I am required to comply with the casino’s position and close this complaint as rejected.

I truly regret that I could not provide a more favorable outcome in this case, and I appreciate your understanding.