Grand Mondial Casino - Player’s account has been closed and winnings confiscated.

i got by post from them birthday gift to login on my birthday on account which i used i login and got bonus money(royalty) 50€ i played for 12h to rollout bonus while i played i deposited 50€ on grand mondial casino to rollout faster after 12 hours of rolling games i was able to witdraw my winnings. They wanted my ID card it was succesful verified after that they wanted my skrill sccount photo of ID of skrill after that they say i used before their bonuses which i didn’t i have just one account i know for… and they voided my win 6550€ i’m attaching pictures of conversation. I’m waiting withdrawal till 20 september they just sent me back my deposit of 50€ and closed my account i provided all info they wanted from birth certificate to ID card, skrill account ID after all they just voided and closed my only account.

please help me solve this problem.

Dear BojanMandic,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Is there a possibility that you claimed this bonus in another casino?

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,

Dominika

Hello!

yes my brother created account from my household but i didn’t use his account… It’s his account and i had mine account.

i didn’t claim this bonus in any other casino.

thank you in advance!

best regards

Bojan M.

Dear BojanMandic, thank you for the information provided.

Did you and your brother play from the same device?

Did your brother claim the same bonus?

He didn’t played from same device and he claimed bonus on his account on other device

Thank you very much, BojanMandic, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you BojanMandic for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Grand Mondial Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

Hey there

As the email in the player provided screenshot specifies, the signup bonus is only available once per player. As the email provided mentions, the player has opened multiple accounts and claimed the sign up bonus on multiple accounts therefore breaking the terms and conditions.

Unfortunately due to the nature of the communication with our risk management department regarding pursuit of legal action, I am not able to communicate further regarding this case. The player is welcome to contact ecogra if they would like an official ADR decision.

Cheers

Thank you for the clarification Grand Mondial Casino representative.

Dear BojanMandic, if the casino cannot cooperate with us further, you will have to escalate your complaint to the casino's ADR service, eCOGRA. (https://ecogra.org/contact-us/) It collaborates with the Gaming Authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own.

Thank you in advance for your cooperation!

Dear BojanMandic,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.