The player from Germany had deposited €200 and met the wagering requirements, reaching a balance of €2,307. Despite completing the verification process, the casino revoked his winnings, citing non-recreational play patterns and alleged abuse of bonus terms. All games played were allowed according to the bonus terms. The issue was resolved when the casino later agreed to allow him to withdraw his winnings. The player confirmed the successful withdrawal, and the complaint was marked as resolved.
Mondcasino - Player’s winnings have been confiscated.
Amount: €2,307
Mondcasino
Safety Index:HighSafety Index
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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
3 months ago
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4 months ago
Translation
Hello,
I deposited 200€ on 04-08-2024 for the first Welcome Bonus (100% up to 200€)
https://www.mondcasino.com/de/promotions/welcome-offer
After I had fulfilled the wagering requirements, I reached a balance of €2307 and requested a withdrawal.
After that I verified myself successfully.
Today on August 7, 2024 I received the following email:
Hello there,
Please note that upon reviewing your recent gameplay, we have concluded that your gaming pattern does not fall into a category of true recreational players, therefore we must act in accordance with our Terms and Conditions.
Terms and conditions applied to your account:
15.1 Our bonuses and games are created with the purpose of entertainment. If deposits matched with a bonus or clean deposits are not used with the same purpose, the Casino will consider such actions as a breach of the Terms and Conditions. If the player uses such strategies, and if the Casino has reasonable grounds to believe that the player's actions are solely aimed at gaining unfair financial advantage (may also be considered fraudulent activities) using the bonus advantage or unfair advantage over casino with clean deposits, then we reserve the right to investigate, terminate, suspend or block any account at any time. Winnings and subsequent gaming activity and winnings will be revoked and cancelled and the deposit refunded in this case.
Your gaming pattern of changing slot games based on their volatility and RTP (in your case; after your big win on a high volatility slot, you changed for a low volatile slot with even higher RTP (99%), is absolutely sufficient reason for us to believe that your purpose was solely to gain financial advantage through the bonus advantage over the casino.
We have decided to revoke your bonus eligibility and withdraw your winnings generated with the help of our bonuses. We have left your initial deposits intact in your balance.
You will no longer be eligible to claim any corresponding bonuses from now on, but you can still continue playing with your clean deposits at our casino or our sister casino (under the same license).
Best regards,
Moon Casino Security
I think the casino's justification is inadequate. All the games I played were allowed to play according to the bonus terms and conditions.
I first played Bananaz 10K Ways with the bonus and was able to win around €1000. Then I played Fairytale Fortune and was able to win there too, and ended up with a total balance of €2300
After that, I played Fairy Dust Extreme and initially had a balance of around €3000. In the end, I was able to request a withdrawal of €2307 after I had met the wagering requirements.
All of these games were allowed to be played according to the bonus terms and conditions.
Fairy Dust Extreme also has medium volatility and not low as the casino claims.
If the casino does not want these games to be played, then it must be listed in the bonus terms and conditions in the list of blocked games!
This was not the case, which is why I decided to play this game.
Since I cannot understand the casino's decision to cancel my winnings, I ask you to help me.
I am fully verified and this is my first withdrawal at this casino.
Thank you,
Michael G***
Edited by a Casino Guru admin
Automatic translation:
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4 months ago
Dear Popy71,
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 clarify if the deposit was returned to your casino account?
- Do I understand correctly that this was the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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4 months ago
Translation
Hello Kristina
I received the deposit of 200€ back into my casino account
Apart from email, there is no other communication between me and the casino.
I forwarded the email from the casino to your email address.
Did you receive this email?
Kind regards, Michael G***
Edited by a Casino Guru admin
Automatic translation:
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4 months ago
Thank you very much, Popy71, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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4 months ago
Hello, Popy71,
I am sorry to hear about your unpleasant experience, and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Mondcasino team,
Could you please explain the player's situation in more detail? Do I understand correctly that the reason for winnings confiscation was that the player basically played within the casino's bonus rules, met all the requirements, and successfully requested a withdrawal?
If the casino allows players to play games in question with an active bonus, why should such a play fall under the applied rule at all?
Or, is there please anything else the casino did not share with the player in the email communication or anything important that was overlooked?
Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
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3 months ago
Hi there,
We have sent email to player. He will be able to withdraw all his funds as an exception although his playing behaviour can be consider, without a doubt, as a bonus abusing one. Choice of slot games & bet sizing are common things such players do.
Mondcasino Team
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3 months ago
Translation
Hello,
Can you please give me precise information about which casinos will no longer allow me to use bonuses in the future?
Automatic translation:
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3 months ago
Dear Popy71,
Can you please confirm you were allowed to withdraw your disputed winnings, and the issue was resolved? Can you inform us as soon as you receive the winnings?
As for the list of casinos where you are restricted from bonuses (if Mondcasino restricted you from them and it applies to all their sister casinos), I think for now you can simply search for casinos belonging to Versus Odds B.V. It should be public information available on the internet.
However, to be sure, let's ask the casino about it.
Dear Mondcasino Team,
Thank you for your response and the update.
Can you please provide the user with a list of casinos where he is restricted from bonuses - all the Mondcasino's sister casinos where the restriction applies or any place where he can check current information about all casinos where it should apply? Is there any trustworthy source to which we can trust and which state up-to-date information about it?
I would not ask about it, but by giving the user complete and correct information, we can prevent further complaints regarding the same.
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3 months ago
Translation
Hello Branislav,
Yes, I can confirm that I was able to withdraw the money and the case is now resolved.
Thank you very much for your help and kind regards😉
Automatic translation:
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3 months ago
Hi there,
Please note we have informed player to which casinos it applies. If there is nothing left we believe case can be closed as resolved one.
Rgd,
Mondcasino Team
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3 months ago
Great news, Popy71.
Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved and the casino should have informed you about the list of casinos where restrictions should apply, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it 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.
Thank you very much, MondCasino team, for your help and cooperation.
Best regards,
Branislav, Casino.guru
