Mondcasino - Withdrawal of player's winnings has been delayed.

Hi,

I created an account with Mondcasino and deposited 207EUR to play on sportsbook. I've read decent reviews on this site and wanted to give it a try. The Deposit process was pretty smooth.

Once I did deposit, I proceeded to the sportsbook page, but the page didn't load. I tied several times but the same thing happened. The casino and games pages did load which did seem strange to me.

I contact support through chat to check on what the problem might be. They suggested to clear the cache, use a different browser etc.. I did all those steps but to no avail. Sportsbook still didn't load. They then suggested to try a vpn, which I wasn't really comfortable with. I don't have a vpn, didn't want to pay for a vpn service and don't trust the free ones. Besides, if the problem was geolocation, the casino and games pages wouldn't load either, not just sportsbook. I did eventually end up subscribing to a free vpn service but the problem persisted.

At this point, I wasn't a happy camper. I requested that my deposit would be reversed. Support instructed me that usually, deposit needed to be wagered 5 times. I did understand that but there was no way I could wager the deposit, if that was possible, there wouldn't be a problem in the first place. The agreed for me to withdraw the money.

I did withdraw to the same card i used to deposit. On the 17th of June, I logged in again to see that the amount was back in the account. I contacted support again. I was told to withdraw again. I did. The amount was back in the account once again after a few hours.

Chat then informed me that the problem was with the payment provider and not with them. I proceeded to withdraw to an IBAN account a couple more times with the same result, the money would be back in my account after a few hours.

Support then backtracked and started telling me to wager the amount again, but I don't play casino and games. I deposited to play sportsbook and the fact that sportsbook wasn't loading but games and casino would, was their issue not mine. Last I heard was for me to try to withdraw again, that the finance department would review the case and I'm left hear running around in circles when in fact I have no fault whatsoever. I feel that the casino are forcing me to pay casino and games when i don't want to. I tried withdrawing to the same payment method so as they wouldn't think this was an attempt to launder money, as if one would want to launder 207 euros, but that wasn't acceptable either. Lets say there was a problem with the payment provider. There surely isn't a problem with an IBAN account.

As is stated, I don't want to playe casino or games, don't want a potential problem in my life and all the responsible gaming criteria a casino usually adheers to just isn't there in this case.

Dear camillerid90939,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

some 40 minutes after lodging this complaint and a review, i recieved the money. The payment provider had no issues after all. What a horrible casino, if i wasn't so adept in using tech, they would have forced me to play casino when i never wanted to.

Dear camillerid90939,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika