Mondcasino - Player's bonus winnings have been confiscated.

Dear Casino.Guru Complaints Department,

I am writing to express my deep dissatisfaction and frustration regarding a recent incident that occurred on Mond Casino, where my hard-earned winnings of 400 euros were unjustly confiscated. I believe that Mond Casino's decision to seize my winnings based on the fact that I adjusted my bet from 4 euros to 0.20 euros while fulfilling their bonus wagering requirements is both unfair and indicative of rogue behavior. I kindly request your assistance in addressing this matter and sharing my complaint on the Casino.Guru website.

Here is the email from Mond casino which I received after I withdrew 500 euro from their casino:

Hi there,

we are writing to you regarding your recent withdrawal request.

Please be informed you have taken advantage of our Welcome offer and certain rules apply to it.

Our bonuses and games are created with the purpose of entertaining. If deposits matched with any bonus or clean deposits are not used with the same purpose, the casino deems such actions a violation of the General Terms and Conditions.

As one of clear violation of fair play when playing with active bonus is changing gaming pattern significantly after big win lower bets to complete any wagering requirements of any Bonus.

You have placed multiple bets on 4€ limit on slot Dolphin Reef and after big win you have significantly changed your gaming pattern to bets of 20 Cents to complete wagering requirements, therefore we had to retract your winnings generated with mentioned bonus and put your initial deposit back to your balance.

Kind regards,

As an avid player, I have always made it a point to adhere to the terms and conditions set forth by Mond Casino. I took the time to thoroughly read through their bonus rules and guidelines, ensuring that I followed each and every requirement meticulously. Nowhere in those terms did it explicitly state that modifying the bet amount during wagering would result in the confiscation of winnings.

You can check the links to their Terms here:

https://mondcasino.com/en/info/terms-and-conditions

https://mondcasino.com/en/info/bonus-terms

It is important to note that it is a common practice within the online casino industry to grant players the flexibility to adjust their bet amounts within the specified range while fulfilling wagering requirements. This flexibility is crucial for players to adapt their betting strategy and effectively manage their bankroll. Mond Casino's decision to impose restrictions on bet adjustments is highly unjust and unreasonable.

Unfortunately, this incident has severely damaged my trust in their organization and raises concerns about the integrity of Mond Casino.

I kindly request that you consider the evidence of my account activity, taking into consideration my compliance with all other terms and conditions. It is evident that I fulfilled all other requirements and played fairly, thereby warranting the release of my winnings. Mond Casino's decision to confiscate my winnings based on the bet adjustment technicality is not only unfounded but also unethical.

In light of this matter, I humbly request your assistance in resolving this issue by reaching out to Mind Casino on my behalf. I urge you to advocate for the reinstatement of my confiscated winnings amounting to 400 euros.

I greatly appreciate your attention to this matter and eagerly await your response.

Dao M

Dear muntipathom94,

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. Could you please advise if it was your first redeemed bonus in this casino? Have you saved your game history, please? If not, please request it from the casino and forward it to petronela.k@casino.guru.

I would like to highlight that if this is the sole reason for confiscating the bonus winnings, I strongly agree that it is unfair and should not be used as grounds to invalidate the winnings. As long as the player complied with all other rules during the bonus wagering, they should be entitled to receive their full bonus winnings.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Yes, this was the first bonus I ever received in this casino.

The game history is available at the casino interface. However, it cannot be downloaded. I requested the game logs from the casino. They are silent.

I also asked the casino to provide me with the exact place in their TC where it says the player is not allowed to change their bets while playing with the bonus. There is not ANY there. The casino also did not reply.

Thank you very much, muntipathom94, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello muntipathom94,

I'm Michal and I have taken over your complaint. I have reviewed this case and as my colleague Petronela mentioned we believe the reasoning from the casino to confiscate your winnings only because you have lowered your bet after a bigger win is not fair. I will contact the casino to shed more light on this matter.

We would like to invite Mondcasino to join the conversation.

Dear Mondcasino,

Can you please confirm if the only reason why the player's winnings have been confiscated is the change in bet sizes? If the player did not breach anything else and has played in compliance with your T&Cs we can consider actions as not fair.

As we mention in our Fair Gambling Codex:

We think that players should be able to play in whatever way they wish, as long as they follow other bonus rules, such as maximum bet. We kindly ask you to reconsider your decision.

Hi there,

As one of clear violation of fair play when playing with active bonus is changing gaming pattern significantly after big win lower bets to complete any wagering requirements of any Bonus.

Although it is not specifically mentioned in our bonus T&C we consider such actions as Bonus Abuse based on our general T&C

15. Games and Bonuses

15.1 Our bonuses and games are created with the purpose of entertaining. If deposits matched with any bonus or clean deposits are not used with the same purpose, the casino deems such actions a violation of the General Terms and Conditions. If the Player uses such strategies, and if the Casino has sufficient grounds to believe that the Player's actions are aimed solely to obtain unfair financial benefits (also can be deemed as fraudelent activities) using the bonus advantage or unfair advantage over casino with clean deposits, then we reserve the right to investigate, cancel, suspend or lock any account at any time. Winnings and subsequent gaming activity and wins will be revoked and annulled and the deposit is returned in this case.

Mondcasino Team

Dear Mondcasino,

I'm sorry but I can't agree with your reasoning.

Casinos often argue that players should play to have fun, not to win money. While we do agree with this from the perspective of responsible gambling, the possibility of winning money definitely is part of the fun. Labeling players as cheaters or playing unfairly just because they want to win and are changing strategies (as long as they are not breaching any other rules) is simply absurd.

You can say that any way of playing can technically be called a 'betting pattern' or Unfair play. Rules forbidding betting patterns are often very subjective and can theoretically be used against all players.

We believe that when players move from high-risk betting to low-risk betting after a big win is just normal behavior as the player are worried that they might lose their winnings, so they often decrease their bets after a win, however it needs to be said that all casino games are configured to give casinos a mathematical advantage. This means that the casino will always be profitable in the long run. It is a direct consequence of mathematical laws that are present everywhere, casino games included regardless of the bet sizes.

I again want to point out our position on Banning Betting Patterns and Strategies as we mention in our Fair Gambling Codex

If there were no other factors that could influence the situation and the only reason why the player's winnings have been confiscated is the change in bet sizes, we kindly ask you to reconsider your decision.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi there,

We have sent player an email. Case should be resolved by decision that player should be paid in full.

Mondcasino Team

I have received an email from the casino, asking to provide them with my documents. I promptly sent the my ID card, utility bill and the LTC payment screenshot. Hope I will be paid soon and this thread will be closed. THank you , casino.guru and mond casino.

Dao

Money received in full...thank you

Great news, muntipathom94. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru