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
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
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
Automatic translation:
Public
Public
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
Public
Public
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
Automatic translation:
Public
Public
1 year ago
Translation
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
Automatic translation:
Public
Public
1 year ago
Translation
You have now paid me 1000 euros out of 4000
Automatic translation:
Public
Public
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.
Public
Public
1 year ago
Hi there,
Player was verified. Withdrawals processed. After that player permanently closed account.
Case can be closed.
Mondcasino Team
Public
Public
1 year ago
Translation
Thanks for your help, they paid me the winnings
Automatic translation:
Public
Public
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
Please disable your AdBlock