Mondcasino - Player is dissatisfied with promotional offer.

Hello casino guru,

I am having a problem with this casino. I started playing in this casino a few days ago. I saw the welcome offer and made a deposit of 30€ with the code MOND1. I got the bonus, started playing and then i lost. Later i saw there is the weekend reload bonus that you can take 100% bonus on saturday or sunday with the code MOND100. So i said to try out. I deposit 30€ and then i lost all my money. Later I tried to get the second bonus from the welcome offer. With the code MOND2 i deposit 50€. After completing the wager i made 3 withdrawal requests. 1000€-1000€-800€. I sent the documents for the verification and my account is verified now. Then the next i got an email from the casino that i got advantange of the welcome bonus (???).

10.2.3 To claim any deposit bonus from the Welcome offer, player must make a minimum deposit of 20 EUR, 20 USD, 20 CAD, 20 AUD or 200 NOK. Deposit bonuses are valid for all new qualifying players of Mondcasino for their first three (3) deposits only as specified below in following order; first deposit with bonus code MOND1. Second deposit with bonus code MOND2 and third deposit with bonus code MOND3. Maximum amount to claim third deposit bonus (bonus code: MOND3) from Welcome offer is two times amount of second deposit (code: MOND2). Should a player violate any rule from this clause he, we will forfeit the bonus as well as any winnings which have resulted from the payout of the bonus or other games which were completed during the violation period.

I didn't advantage any offer. I just saw that there are plenty of bonuses in a casino and i tried them out. They also said

" You have claimed 2nd deposit bonus with your 3rd deposit which is against bonus T&C. You have left us no choice than to retract your winnings and set balance to your initial deposit."

Also for the weekend reload bonus i wasn't valid to take it since i didn't have a clean deposit in the last 7 days. I didn't see this specific rule so my second deposit for that bonus was invalid and therefore it doesn't count. Because if i would win all my wins would be void.

I can't understand what's the problem with the order of getting the bonuses? I mean bonus is a bonus. You have chance to lose your money and same you have chance to win money. I believe this action from the casino is just do not pay the winnings. Can you help me?

Dear Mardock,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

I understand your perspective that a bonus should be considered a bonus, but I must clarify that the Second Deposit bonus is intended only for new players who are placing their second deposit. However, you activated the Second Deposit bonus during your third deposit, which is a known fact.

Unfortunately, given the circumstances, there is not much we can do to assist you with your case at this time. I strongly suggest that you carefully read all of the terms and conditions before beginning to play in order to avoid any misunderstandings in the future. While casinos try to make their bonuses as attractive as possible, it is critical to always follow the rules.

If you believe that you have been falsely accused, please feel free to send your game and bonus histories as well as any relevant communication to petronela.k@casino.guru. Otherwise, I will have to reject your complaint. Thank you for your understanding and I look forward to hearing back from you.

Best regards,

Petronela

My second deposit with the Weekend reload bonus was not valid. I didn't have a clean deposit in the last 7 days. That means that even tho i could win, i wouldn't get paid. So my second deposit don't you think is as it didn't happen?

I do apologize but I don't understand the following sentence:

My second deposit with the Weekend reload bonus was not valid. 

Could you please elaborate?

I mean that the weekend reload bonus has a rule that the player must have a clean deposit at least 7 days ago. The fact is that when i chose the weekend reload bonus i didn't make a clean deposit ever in this casino. So despite the fact i got the weekend bonus ( where i shouldn't be able to take it since i didn't have made a clean deposit) i played with the bonus and i lost my money. So i belive my second deposit that i made and i chose the weekend reload bonus it was invalid and casino shouldn't have allow me to take.

I understand your concern. We would investigate the matter further if your winnings from the reload bonus were confiscated due to you not being eligible for it. However, please note that since you activated and played with the bonus, we cannot deem it as invalid. It's essential to keep in mind that activating the Second Deposit Bonus with your third deposit remains a fact, regardless of the circumstances.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Mardock,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.