Mondcasino - Player’s winnings have been confiscated.

I am writing to file a formal complaint against Mondcasino regarding that they refused to withdraw my winnings because of misunderstanding that never happened or were never proven and they stopped communicating with me and just locked my account. I won 900€ on my account, but the casino has refused to pay my winnings, because I had earlier suspected that my little brother was able to play on my account that was proven wrong misunderstanding later on. Despite my attempts to clarify the situation and resolve the issue, I have not received a proper explanation or any further communication from them. They only paid my deposits of 400€ without asking me anything, but 500€ is still missing, and despite of many attempts to contact them I haven't heard anything.

Here is a summary of the events:

I made a successful withdrawal request for my winnings of 900€.

My withdrawal was initially processed, but shortly after, I received a message from Mondcasino claiming there was a misunderstanding regarding my account and/or the circumstances of my win.

I reached out multiple times to clarify and resolve the situation, but I have not received any substantive replies from their support team in 25 days.

Currently, I have not received my winnings, nor any further assistance from the casino, despite several follow-ups from my side.

I have always complied with the terms and conditions and believe this issue should be resolved promptly. I kindly request that you help mediate this situation and ensure that my rightful winnings are paid without further delay.

Dear eelisrin,

Thank you for submitting your complaint. I'm sorry to hear about the issue you're experiencing. To assist you better, I’d like to ask a few questions to clarify your situation:

• Could you please elaborate on the misunderstanding involving your brother accessing your account?
• Have you previously contacted the casino to claim that your brother logged into your account and played?

To proceed, kindly forward all communication related to this matter to veronika.f@casino.guru, including the email you received from the casino after your winnings were voided. Additionally, while you attached some screenshots with your complaint, we couldn’t read them due to their low resolution. If possible, please resend higher-quality copies.

We hope to help you resolve this issue as quickly as possible. Thank you in advance for your cooperation.

Best regards,

Veronika

Now I sent all those answers and email screenshots to veronika.f@casino.guru

🙂

Thank you for your email. To clarify:

• On November 2, you wrote to the casino stating that your brother accessed your account, deposited money, and lost it, which led to your request for a refund of the lost deposits.
• Two days later, on November 4, you informed the casino that you were mistaken and that it was, in fact, you who deposited, played, and lost.

Could you please specify when exactly you won the 900 € that you wish to withdraw from your account?

To clarify the above, my brother is also of legal age and his ID was not asked for before the actions.

The withdrawal was also on 4 november:

Thank you for your reply. When did you make the deposits of 400€ the casino returned to your bank account? Was it after November 2?

The last deposit I made was on 30.10.2024 so it was before November 2.

I apologize, but we are unable to assist you further in this matter. After carefully reviewing your case, we agree with the casino's decision to permanently close your account and return your deposit. Please understand that suspicions of a minor accessing your account are extremely serious. The casino has an obligation to ensure the safety and integrity of all accounts, and they cannot take risks that could compromise their responsible gaming policies.

As the account owner, it is your responsibility to ensure that your account remains private and secure, preventing any third parties from accessing it. Even if you later claim that your account was not accessed by anyone else but you, the casino's actions were justified and in compliance with responsible gambling regulations. For these reasons, we must respectfully reject your complaint.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with any other casino in the future.

Best regards

Veronika