Mondcasino - Player’s account has been closed without her request.

Dear Casino Guru Support Team,

I am writing to seek assistance regarding an issue with my account at Mond Casino. I played only slot games and used the first deposit bonus. After successfully meeting the bonus requirements, I attempted to withdraw my winnings. However, the casino requested a list of documents as part of a security review. Below is the message I received:

*"Please note that your account has been temporarily disabled due to a security review, as per the general Terms & Conditions you agreed to when registering with us. During this review, we kindly ask you to provide the following missing documentation:

Identification document (Passport)

Crypto wallet with your personal details visible

Proof of source of funds for the crypto wallet, showing clearly how the money was funded (personal details must be visible)

Bank statement for the past 3 months with all transactions and personal details visible

A selfie with your passport in front of your registered address

Once we receive all requested documents, we will notify you about the next steps for completing your account verification and potential reopening."*

I promptly provided all the requested documents. However, I then received the following unexpected response:

"Hi Lyudmila,

Your Mond Casino account has been closed as per your request.

We will not be held accountable or liable if you attempt to open new accounts or play on our site.

Kind regards,

Mond Casino Security Team"

I never requested to close my account, and this was the last communication I received from the casino. My account remains closed, and I have not received any explanation regarding the closure. Furthermore, my winnings are also unavailable to me.

Could you please assist me in resolving this matter? I would appreciate any help you can provide in reopening my account and securing my rightful winnings.

Thank you for your time and support.

Best regards,

Lyudmila

Dear Pasta45MeaL,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you passed the full KYC verification, or has the KYC still been in progress when your account was closed?

Have you reached out to the casino customer support to explain that you did not request an account closure? What was their response?

When was the last time you communicated with the casino and what was it about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I am writing to address a straightforward issue, as outlined in my previous complaint. My KYC process was in progress, and on October 7th, I submitted the requested documents. However, on the same day, the casino informed me that they had closed my account at my request, which is completely inaccurate. I never requested the closure of my account.

This was the last communication I received from the casino, and since then, I have had no response to my further inquiries. You already have copies of the relevant emails, including the casino's request for documents and their notice about the account closure.

I look forward to your prompt assistance in resolving this matter.

Thank you for your reply. Could you please forward the identity documents you submitted to the casino for verification to veronika.l@casino.guru?

Have you received any response from the casino regarding the status of your verification? Additionally, has the casino informed you of what will happen to your pending withdrawal now that your account has been closed?

Dear Veronika,

please check your email, I sent two emails, one forwarded, it is additional documents requested by Mond and documents uploaded at casino.

Kind regards

Thank you very much, Pasta45MeaL, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Pasta45MeaL,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Mondcasino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Mondcasino,

Could you please provide a detailed explanation of this case, including the specific reasons behind the closure of the player’s account "per her request," especially if she did not make such a request?

Thank you in advance for your response!

Best Regards,

Kubo

Hi Casino.Guru

Please note we have sent email to player that his account is temporary disabled due to security review according to General T&C. Main reason is that player could not provide sufficient documents for account verification. This was on August 2nd 2024. Player did not send requested documents until 7th of October 2024.

Due to security concerns about players origin & fairness &integrity we have decided to open her account and let her withdraw her initial deposit. After that account will be closed on decision of Mondcasino according to General T&C.

Mondcasino Team

The casino requested a big list of documents, including a lot of bank documents, my photo outside my house and many more… Since I am very busy with my work and family it took a lot of time to prepare all the documents. The day I sent them all the documents- they informed me that they deactivated my account. There was no single warning from the casino, and never they informed me that there is a time frame for sending documents. I feel cheated by this casino!

Here is an initial request for the documents by the casino. As you can see that they requested a lot of different documents and photos and there is no single mention about the time frame!

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" Hi there,

Please note your account is temporary disabled due to security review in progress according to general T&C you have accepted once registering with us.

During security review we would kindly ask you to provide us with following missing documentation:

 - identification document - Passport

 - your crypto wallet with your personal details visible

- your crypto wallet source of funds where is clearly visible how money was funded to crypto wallet (personal details clearly visible)

 - bank statement for past 3 months with all transactions clearly visible and your personal details

- selfie with your passport in front of your registered address

Once we receive all requested documents we will notify you about further steps for complete verification of your account and possible reopening of it.

Thank you kindly for your cooperation in advance.

Kind regards,

Mondcasino Security"

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I also read through the casinos Terms and Conditions and there is nothing about time frame for sending the documents. How can they apply these rules to me and confiscate about 2000 euro?!

Dear Mondcasino,

Thank you for your clarification. However, I have some concerns regarding the procedure followed in this case. After reviewing your Terms & Conditions, along with the KYC Policy, I noticed that the timeframe for submitting verification documents is not mentioned anywhere. Closing the player's account and seizing their balance based on an unlisted term raises concerns about fairness and transparency.

We believe that fair treatment is essential in ensuring trust between players and the casino. Since the player has now submitted all the required verification documents, I kindly ask you to reconsider your decision in the spirit of fairness and to ensure a just resolution to this matter.

Thank you, and I look forward to your response.

Hi there,

Please note Account was closed due to security concerns about players origin & fairness & integrity. After couple of months player provided documents for KYC and account was reopened.

Regards to players balance indeed there were winnings generated with the help of first deposit bonus which were removed automatically by the system according to clause 15.3 from our General T&C.

15.3 All bonuses have an end date. If the bonus conditions are not fulfilled at the end time, Mondcasino has the right to cancel the bonus or remove the bonus money from the gaming account. We have right to remove bonus money or winnings generated from any deposit bonus or any type of cashback, free spins, tournament rewards or money reward from players account if the player has not successfully withdraw winnings or granted cashback, tournament reward, free spins winnings or money reward in 30 days after bonus, cashback, free spins or money reward was issued or granted.

Mondcasino Team

This is something ridiculous!

Paragraph 15.3 of the casino's Terms and Conditions does not apply to my situation at all. I wagered approximately €14,000 using the bonus and fully met all the wagering requirements. When I requested a withdrawal (on 31.07.2024), my account balance showed €1,954, with no bonus funds remaining. If there had been any bonus funds left, the system would have prevented me from withdrawing, as it does not allow withdrawals with an active bonus balance.

 In a day or two, my account was closed and the casino requested the documents. Now the casino wants to confiscate my actual cash winnings, not any bonus funds, and that is completely unjust. I really need a help on this one because it seems that the casino member is trying to misrepresent the situation.

Dear Mondcasino,

I would like to clarify: does this mean that the bonus funds were voided because the player was unable to withdraw them within the required timeframe? This seems quite strange, especially considering that her account was locked due to the ongoing verification process, which prevented her from accessing those funds.

Thank you in advance for your response.

Hi Kubo,

Bonus funds were not voided due to player not been able to withdraw money in reasonable timeframe. Even if players account was opened, player could never withdraw money before KYC process is done and account is verified. System automatically removes bonus funds after certain period of time according to T&C.

From our side we have transparently asked player for documents for KYC but we can not take responsibility if player needed roughly 2 months to provide it. Usually its a matter of hours or few days especially for such amounts.

Mondcasino Team

I want to emphasize once again that the Mond representative is attempting to misinform the Guru experts by manipulating the information. I completed the wagering requirements for my bonus before they closed my account. At the time of closure, there was no bonus left on my account—only my cash winnings. They confiscated my cash, not any bonus funds. I will repeat what I stated before: I finished the wagering (about 14000 on Lucky Riches slot) and requested a withdrawal. And after that my account was locked. I would not be allowed by the casino interface to request this withdrawal if the bonus balance was not already 0 !

Additionally, there’s no mention in the Mond casino’s terms that the balance will be confiscated if requested documents are not provided within a specific time frame.

Dear Mondcasino,

It seems we are in a "word against word" situation. The player asserts that she has met the bonus conditions and completed the wagering requirements, which would be reasonable, especially considering that the player requested a withdrawal of winnings obtained through this bonus. This point is particularly relevant if it’s true that the system prevents players from requesting a withdrawal with an active bonus.

However, your position appears to contradict this. In situations like this, evidence is crucial to support the decision. Could you kindly provide any available documentation to substantiate your claim, such as game logs showing the wagering progress or screenshots from the casino's CRM system?

Thank you for your cooperation.

I just tried to access my gameplay history at Mond casino and for some unexplainable reason it is unavailable. Again - withdrawal is not possible at this casino unless bonus balance is equal to ZERO. Here is a screenshot of casino MOND’s email to me confirming my withdrawal from the casino to my ETH wallet on 31.07.2024. My account was closed the next day.

Hi Kubo,

We would like once again to expose critical part of this complaint.

Player did not provide documents for verification in 30 days period from the moment when first deposit bonus was issued.

Due to not providing documents, his winnings generated with the help of first deposit bonus were automatically forfeited due to not been able to withdraw as his account was not verified at this time.

Whether player have met wagering requirements has nothing to do with account verification. Until player is fully verified all his withdrawal attempts would be rejected/cancelled. Moreover, we have never stated that player did not meet wagering requirements with first deposit bonus.

In short words;

If player have had provided documents in 30 days (which is definitely reasonable timeframe) after first deposit bonus was issued, players account would be verified & unlocked and player would be able to request withdrawal. We would not have any issues to confirm and process any of his withdrawals anytime.

Still we are not sure what exactly we did wrong in this situation?

Mondcasino Team

Let’s revisit paragraph 15.3, which the casino representative referenced:

"15.3 All bonuses have an end date. If the bonus conditions are not fulfilled at the end time, Mondcasino has the right to cancel the bonus or remove the bonus money from the gaming account."

It’s evident that this rule specifically pertains to bonuses not being wagered within the allotted time. There is no mention of account verification in this rule. Initially, the casino representative argued that the confiscated funds were "bonus funds." Consider his statement:

"Bonus funds were not voided due to the player not being able to withdraw money in a reasonable timeframe. Even if the player’s account was open, they could never withdraw money before the KYC process is completed and the account is verified. The system automatically removes bonus funds after a certain period according to T&C."

The term "bonus funds" appears twice, clearly implying that the casino confiscated the funds due to an alleged failure to meet wagering requirements.

Now that I have demonstrated the funds in the account were fully wagered before the casino locked the account, the representative is trying to reinterpret rule 15.3 to apply to account verification rather than wagering. Additionally, he now denies referring to "bonus funds" in his previous messages, but this denial is contradicted by his earlier statements.

As I mentioned, I fully wagered my bonus within 30 days, made a withdrawal request within 30 days, and uploaded my ID card, utility bill, and selfie with my ID on the same day.

Dear Mondcasino Team,

I would like to address a few key concerns regarding the recent decision to confiscate the player's funds due to an alleged failure to provide requested documents. As has been mentioned multiple times in this thread, the timeframe for submitting such documents is not specified anywhere in your Terms & Conditions or any additional policies. Therefore, I believe it is unjust to base the confiscation of funds on an undefined and subjective "reasonable timeframe." The term "reasonable" in this context is open to interpretation and should not be used as a basis for imposing penalties or taking adverse action against players.

Furthermore, I am perplexed by the situation regarding the fully wagered bonus. As per the information available, the bonus was transferred to the player's withdrawable balance, only to be reverted back to bonus funds and subsequently voided due to what was labeled a "failure" of KYC. I use the term "failure" in quotation marks because, as it stands, there seems to be no clear rule or policy specifying a failure to comply with KYC in the way it has been applied in this case. It is not possible for a player to fail to comply with a requirement that has not been clearly established.

Considering these factors, I kindly ask that you reconsider your decision and refund the player's voided balance. A fair and transparent approach is essential to maintaining trust with your players. In the spirit of fairness and a pro-player philosophy, I hope you will review this case carefully and take the appropriate steps to rectify the situation.

Thank you in advance for your attention to this matter. I look forward to your prompt response.

Hi there,

Please note winnings have been returned to player and he can request withdrawal again.

Once player withdraw his winnings we kindly ask player to confirm it so we can close this complaint.

Mondcasino Team

Dear Mondcasino,

Thank you for your prompt response and for your reconsideration of the matter. I truly appreciate your commitment to maintaining a fair environment and your willingness to find a compromise that ensures the issue is resolved to the player's satisfaction.

Dear Pasta45MeaL,

Your funds should now be credited back to your account. Please try submitting your withdrawal request again and let me know once it has been successfully processed.

Thank you.

I have made a withdrawal. Will inform the forum when the payment is received. Thank you Guru for help and also , thank you Mond casino for understanding.

The money received. Thank you again. The thread may be closed.

Dear Pasta45MeaL,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system.

Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it.

Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo