Mondcasino - general discussion

If you want to discuss anything related to Mondcasino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

I received an email from Mond Casino yesterday with a Black Friday 150% bonus. I deposited €100 and still had €4000 in real money after the B+D x40 wager. I cashed out this €4000 yesterday and these withdrawals + all the money except for my €100 deposit were removed saying it was a reload bonus and since I haven't made a deposit in the last 7 days otherwise it would be mine the bonus and winnings are not valid and must be removed. NOWHERE in the promotion e-mail or on the website when redeeming the code was it written that it was a reload bonus or something. The live chat then tells me that the bonus conditions say that every bonus that is not marked as "No Reload" is automatically a reload bonus and that would be in the general bonus conditions. I've also read these 20x and there It doesn't say anything like that either. So it was neither marked as a bonus nor is it in the Bonus Terms. When I asked him to please show me or tell me where it says so, he didn't answer me anymore.

what can I do now and what are your experiences. A casino cannot simply say afterwards that it was supposed to have been a reload bonus if this is not stated anywhere and the player is not made aware of it anywhere. I was even in the live chat last night because I couldn't find the email at first. I got the code "blackfriday" from them again and didn't get any information there either that I couldn't use this bonus at all. The deposit, etc., everything worked without any problems and the bonus was credited without any problems.

The bonus terms say "Players must deposit at least 100€ in clean deposits during last 7 days before bonuses Friday Reload, Weekend Reload, Free Spins Day or any other bonus marked as "Reload Bonus" is claimed in order to be eligible for winnings generated with help of bonus"

but this blackfriday bonus was NOT marked ANYWHERE as a reload bonus or anything like that. Not in the promotion email, on the website or when redeeming. So I just got scammed for €4000 by this casino.

Hello,

usually, the emails say something like "general terms and conditions applies" or "all rules apply", but I would expect that such a condition can be found somewhere. What I do not like at all is that the casino support just quit the communication instead of quoting a concrete rule to make things clear. 🙁

I can see that we found some rules unfair, well it seems that promotions fall into this category too.

There was only one link saying "Bonus T&C apply". If you click on it you get to the general bonus conditions. But there is nowhere described or specified that this bonus should be a reload bonus. So neither in the promotions e-mail nor on the website, nor in the bonus or general conditions.

It is now simply being said by the casino it was a reload bonus and since I had not made a deposit without a bonus in the last 7 days, the winnings would not be due to me. And there was another reply from Mond Casino that I had not made a deposit without a bonus but only 5-6 pieces with the bonuses offered by the casino and that this would violate their general terms and conditions. Only here is nowhere defined how many bonuses are "too much" or how often without a bonus has to be paid in or in which period or anything else. As a player, how should I then know that 5 bonuses are too much to use and 3 are okay, for example

Well,

the more I "hear", the less I like it. Casinos with such a good reputation should provide clear terms and support every obstacle by quoting the associated rule, so the player can fully understand what is happening.

It's good that you submitted the complaint, and if you have any screenshots or emails, kindly send them all to Nick, please.

Yes, I don't understand either. Much is unclear or not defined at all in the conditions. You should be able to clairvoyantly see when a bonus is a reload bonus and you should be able to clairvoyantly see how many bonuses you can use and when not and how often, in which period of time deposits without a bonus must be made.

I hope that Nick can help me soon. Haven't gotten any reply from him yet on the complaint.

Kindly give Nick some time for clarifying the matter, 4 days still remains. 🙏

Hmm unfortunately I haven't heard from Nick until now 🙁

I really hoped that you could help me somehow. Even had 1-2 messages in the complaint with more screenshots of other promotion emails where you can really see that they are "reload bonuses" compared to the bonus I used where it wasn't in the subject line.

Hello,

2 days remain - meaning that Nick is working on that. I can imagine that he tries to figure out more about the bonuses, but sadly it requires some level of cooperation. I won't lie to you, there are 674 open complaints now so the whole team is under great time stress. Try to be patient, please. I'm, sure Nick will get back to you soon.🙏

Hello knuckles!

Have exactly the same problem.

Black Friday promotion used, implemented, payment requested and then it was broken off and canceled with exactly the same arguments.

I have already written to complaints@gaminglicenses.com.

However, they rejected the case directly without a detailed examination and accused me of admitting to having used a reload bonus in my complaint.

Totally insane.

Majte is still investigating the case and agreed with my complaint that nothing was mentioned about a reload bonus in the promotion.

MondCasino still refuses and claims the case is closed with them.

I hope that CasinoGuru can help us here, otherwise I will also consider legal action.

Yes it's just sad. It didn't say reload anywhere. Neither in the e-mail nor on the website nor when redeeming and the live chat did not point it out to me either.

They send you something like that, they don't write anything in the way that you can know that it's a reload bonus and if you then win and want to pay out (€4000 for me) they say it's not possible. Although it is clear in the T&Cs that these rules apply to bonuses that are "marked as reload". And he wasn't.

For me it's just cheating. They haven't responded to my last two emails or anything.

Didn't even respond to my statement that there was no reload anywhere

And such a casino has such a good rating everywhere and uses every possible backdoor and loophole to not pay out winnings. Even now that you are writing the same thing and they should notice that several people are affected and where something must have been really wrong and not with the player, no insight has come from Mond Casino.

@Matex0 just read your complaint and it's 1 to 1 the same. Therefore, their representative should already notice that we are right if there are already two or even more people who have the problem.

It would be nice if you could keep me up to date on what's going on with you. I saw that the Mond Casino representative has already responded to your complaint, but this response has not yet been approved.

Give me some feedback. Otherwise you can communicate with us in other ways.

So far I have only had one answer from MondCasino and they refer to the fact that their licensor has already rejected my request and the case is therefore closed for them.

I'm glad that Matej sees it the way we do and that the bonus wasn't marked as a reload bonus for him either.

Let's see what MondCasino will answer.

I have high hopes too. €4000 is a lot of money, especially now before Christmas, it would be nice even if they agreed on a 50% payout with me because of ambiguous bonus terms, that would be something.

But Mond Casino has to see that. that the bonus was nowhere marked as a reload and also not when you press "Bonus T&C apply" in the e-mail was anything in the direction of "reload", but only the general bonus conditions.

I understand, maybe you should also write to complaints@gaminglicences.com.

I also got the address complaints@xcm.cw .

And of course, €4000 is a lot, but this is actually about the principle.

The user is always on the short end of the stick and online casinos are becoming bolder.

I'm glad there is a platform like CasinoGuru that helps players too.

Sadly, once this happens it's truly a strong argument for the casino, no matter whether the authority investigated the issue or not. 🙁

I fear the casino would use this argument in the complaint as well.

Let's see. 🤞

Kind note: you can use the "reply" button in the lower-left corner of the post window. It means that the recipient will be informed about your post 😉

Hello there,

I would wait for the complaint to develop further, and I also think that you should not contact the authority now.

If your official complaint is rejected by the authority, I fear it would only result in another "ammunition" for the casino.

Kind note: you can use the "reply" button in the lower-left corner of the post window. It means that the recipient will be informed about your post 😉

Hello

I won a large sum here. However, the casino has a withdrawal limit per week and per month. I need about 3 months until all the money is with me. Can you help me here so that I get paid out at once and don't have to wait so long?

It can't be that I have to wait 3 months.

Please help.

Hello there.

I'm sorry - we can't. You know these are limits, so I guess you were aware of the limits the moment you confirmed you read all terms and rules. 🙁

Allow me to say you're quite lucky. A word of kind advise, once you consider withdrawal limits low, find another casino to play.

Believe me, it could get worse. Have you seen this?

https://www.instagram.com/p/CnCNXJRuQn8/