Mondcasino - Player’s withdrawal requests get cancelled.

i have joined mondcasino i have deposited 1000$ and played their games i have completed the bet according to their agreement but when i request to withdraw it is always canceled please help me with this problem

Dear duylong021089,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask you a few questions, so I can understand the situation completely. Which games have you played in the casino? I checked the Terms and Conditions, and this is what I found:

11. Withdrawal of winnings

11.1 Money deposited must be wagered before a withdrawal can be made, i.e. the player account should not be used to only deposit and withdraw money. Charge of 25% may apply to all deposits/withdrawals if the amount has not been turned over. If you wish to make any withdrawals from your Account you should go to the withdrawal page in My Account. If you have any problems please contact us on support@mondcasino.com. We reserve the right to apply a wagering requirement of at least 5 (five) times the deposit amount at our sole discretion as per AML policy before making withdrawal and if player playing live casino games, table games or virtual sports, 10 (ten) times wager on deposit amount excluding bets which covers more than 30% of possible winning chances.

Can you confirm that you wagered the deposit amount according to the casino’s Terms? In the case of live games, the deposit must be wagered ten times. Also, have you played with any bonuses? The wagering requirements for a play with bonuses may vary.

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

Best regards,

Veronika

sir i played baracat game online and i bet 10x the deposit a lot i have proof i will provide that i am eligible for withdrawal i have not applied any bonus

Thank you very much for your answer. Have you asked casino support why your withdrawals are being denied? In the files that you provided us with, there is the message: "Deposit not wagered". Have you received a more detailed explanation about the amount you have yet to wager, so that you'd be eligible for withdrawal?

I emailed the finance department but they didn't reply to me

I kindly recommend you contact live chat support as well and ask them to explain the issue in more detail. Live chat support should be available 24/7, so they should be able to respond more promptly than the financial department. Please don't forget to save the transcript of your communication with the support agent. In case you learn something relevant, forward the transcript to veronika.l@casino.guru. Alternatively, you may post it here.

i contacted chat support on their website but support staff said no right to interfere in financial matters

After complaining, they paid me thank you for your support

Dear duylong021089,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru