Mondcasino - Pelaajan voitot mitätöitiin.

Hello team,

I have made a deposit of 24.57 eur and received 100% bonus. It has standard 4eur max bet limit.

I was able to wager it finishing with 789.45 eur added (as casino stated) "to my real balance".

After that I made a withdrawal request of 600eur and played out the remaining amount using bonus buys.

After few days my account was verified, however withdrawal request have been canceled, bonus money removed and only original 24.57 remained in my account.

I was advised by the casino that bonus T&C have been breached:

"10.1.11 Bonus is considered as active until the withdrawal request has been processed or when players balance reach zero out threshold which is set to 1 EUR or equivalent in other currency. Violation of this rule will forfeit the bonus and any winnings resulting from the bonus or other games that were completed during the active bonus period."

After communication exchange with the casino and providing my arguments:

• no communication of this rule in promotional info,
• casino send the message stating that bonus if cleared and money transferred to real balance

I feel that this is unfair T&C and behavior of this casino, and would like to ask your help assisting to return my winnings.

After this event I played out remaining 24.57 eur and also made additional deposit. After that I freezed my account for 1 month (that is why selected that I am unable to login to my account now).

Thanks,

Vytautas

Hello Vytautas,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Mondcasino. Please allow me to ask you a few more question before we would move forward.

Are you able to access the betting history from your account? Did the casino show any log of when did you breach the max bet rule?

I can only refer to the same rule from the casino 10.1.5 which states that once you bet over 4€ the casino can void your winnings. Unfortunately, if the casino or you can clearly show a log of that bet, there isn't anything we can do. It is clearly stated there and once you take the bonus you also accept it's rules.

Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

Hello,

There are some logs available. But i am prety sure i breached this rule after requesting withdrawal.

Thus if there is nothing much you can do, i would suggest adding some note on the casino review page, that other players would pay more attention.

Thanks.

Hello Vytautas,

If the bets over 4 were made after requesting the withdrawal(or even after finishing the wagering), the casino shouldn't cancel the withdrawal of 600€. Please try to check if you can access any logs and send it to nikolas.b@casino.guru.

Hello Nick,

This is exactly my point.

Casino indicated that this breach was made while playing Gates of Olympus game. I remember that i bought bonus after meeting bonus wagering requirement and requesting withdrawal.

Unfortunatelly i dont have access to gaming log at the moment, since i unable to login due to account freeze period. However i have requested casino to clarify this timing of breach question. I will provide you this info as soon as i will hear from casino.

Regards,

Vytautas

Hi,

This is an answer from the casino.

They are saying that rule has been breached before withdrawal was processed from casino side.

However it was breached after me meeting wagering and requesting withdrawal.

Hello Vytautas, based on all the information I will now forward your complaint to my colleague Andrej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks Nick!

Appreciate your support.

Dear Vytautas,

I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Mondcasino to join this conversation.

Dear Mondcasino team,

Please explain your point of view. You can forward the relevant evidence to andrej.p@casino.guru (or post it in this thread).

In addition, could you please state the reason why are bonuses considered active even after meeting the wagering requirements?

Dear Vytautas and Casino.Guru crew,

Vytautas, regards to your complaint, where you have already commited that you have breached selected bonus term and condition (10.1.11) - Placing bet over 4 EUR with active bonus (bonus is active untill withdrawal has been processed) we have taken following actions.

1) Mondcasino considered following clause 10.1.11 unfair to players, thus we have already changed Bonus Terms and Condition, specificaly we have removed it.

2) Mondcasino considered clause 10.1.8 a little too vague and will be changed with new year to take more fairly approach to recreational players.

3) Players that were not aware of mentioned specific clauses (even they had chance to read Bonus T&C carefully before claiming it) were granted money reward as compensation for players unawareness of specific clause and casinos doubted bonus condition.

4) We have made compensation with player Vytautas and granted him money reward which he already received.

With the player confirmation, this case is considered as closed for Mondcasino.

We are looking forward from Casino.Guru that our actions are considered and recognized as more fairly and friendly to our players.

To the Moon!

Mondcasino Team

Thank you, Mondcasino Team, for your cooperation.

Dear Vytautas,

Could you please confirm that the issue has been resolved to your satisfaction?

Hello,

Yes, please close this complaint.

Thank You for the support and assistance!

Thank you, Vytautas, for confirming and for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'Resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru