The player from Austria is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Mondcasino - Player’s struggling to complete account verification.
Amount: €4,000
Mondcasino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Mondcasino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I won 4000 euros at Mondcasino. I have submitted all the necessary documents for verification, which will not be processed. The live chat is suddenly no longer available. I did not claim a bonus and complied with all guidelines. I urgently ask for help Lg H *** philipp
Edited by a Casino Guru admin
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1 year ago
Dear Fistaisda,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Everything was sent, driver's license, mobile phone bill, credit card bill Photo of the credit card Skrill bank statement. They don't want to verify me so they have to pay out
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1 year ago
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It is always the same at various casinos, although you can deposit. If you win, they cause problems with verification and payout. Please help me
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1 year ago
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You have now paid me 1000 euros out of 4000
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1 year ago
Thank you for your reply, Fistaisda. Hopefully, you will receive the rest of your winnings soon. Please, keep us updated and let us know when you receive the last payment. Thank you.
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1 year ago
Hi there,
Player was verified. Withdrawals processed. After that player permanently closed account.
Case can be closed.
Mondcasino Team
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1 year ago
Translation
Thanks for your help, they paid me the winnings
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1 year ago
Dear Fistaisda,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
