Mondcasino - Player's winnings were confiscated.

Hello.

I would like to describe to you my experience in this particular casino.

I received mail for 100% bonus and I received it.

I made my deposit and completed the turnover they required.

When the turnover was completed, I had a balance of € 1,750 left, which I proceeded to withdraw.

To my surprise I received the following email from the casino telling me that it required a € 1,000 deposit last month so I could receive the bonus !!!

And why did they send me the bonus in the mail?

I find this term extremely unfair to players.

I hope you can help me with that.

For any additional questions at your disposal.

Thanks.

Michail P.

Dear Papaleole,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please forward me the email with the bonus offer you received?

Do I understand correctly that you activated the bonus yourself in your casino account?

Looking forward to hearing from you.

Best regards,

Kristina

Dear Kristina.

First of all, thank you for your time.

I attach with a screenshot the mail with the specific bonus that I received.

Yes, I activated the bonus myself with the code before the deposit.

I would like to ask the casino:

First: What do they think and put this term? Is it cheating and misleading the player?

Second: Since I did not meet the terms of the bonus, why did they send me an email and why did they accept the code during the deposit?

Third: If I lost the bonus and the real money, they would return to me (as they did - they left me only the deposit amount) the 40 € I put because the bonus was invalid;

Fourth: Are they aimed at highroll players only?

Because in order to deposit € 1000 in a month, I think you should have more.

Sorry but I feed three children with salaries here in Greece being at € 600 -800 € and I said to play € 40 that I had available for my entertainment.

Finally, I consider this term extremely unfair for the players and very misleading in order to deceive the player and make a deposit.

Thanks.

Yours sincerely.

Michail P.

Thank you very much Papaleole for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi Papaleole,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Mondcasino to the conversation to participate in the resolution of this complaint.

Hi Guys,

Frank here on behalf of Mondcasino. Thank you for inviting us to conversation.

Registered player Papa*** has claimed Weekend Reload bonus which he was not entitled to according to our very transparent Bonus T&C, where is written following;

10.3.4. To ensure proper use of bonuses and fair play, Mondcasino consider claiming Friday Reload, Weekend Reload, Free Spins Day or any other bonus marked as "Reload Bonus" without any other clean deposit (i.e. deposit which is not matched with any bonus) during the last 7 days prior claiming any of mentioned bonus above as bonus abuse.

Players must deposit at least 100€ in clean deposits during last 7 days before bonuses Friday Reload, Weekend Reload, or any other bonus marked as "Reload Bonus" is claimed in order to be eligible for winnings generated with help of bonus. Players must deposit at least 50€ in clean deposits during last 7 days before bonus Free Spins Day (10.3.5) is claimed in order to be eligible for winnings generated with bonus. In case of bonus abuse mentioned above, winnings generated with help of bonus will be forfeited and deposit returned.

Mentioned player does not have any clean, raw deposit on his account until this moment and we strongly advise to all players before claiming any bonus to read our; once again Transparent and Clear Bonus T&C.

Frank

Mondcasino Team

Dear Mondcasino Team,

Thank you for your reply. This whole situation doesn't look very fair to me. The player received a bonus offer even though they weren't eligible for it. There is no word of depositing €100 in "clean deposits" in the email either. There is also no link that would take the player directly to the Bonus T&Cs. Moreover, you let the player take the bonus and play with it even though they are, again, not eligible for it. From our point of view, if you let players take bonuses, you should pay them their winnings. If you want to exclude players from receiving bonuses, do it before they take them.

Hi Guys,

As already written above, we encourage our players to read bonus T&C before claiming any bonus or other promotions to avoid situations as this one. Majority of players ask on our livechat window whether they are entitled to bonus or any other promotion that we have.

It is true that in particular email was not mentioned T&C Apply but that does not mean that there are no rules behind. It is player responsibility to get familiar with bonus terms and conditions before claiming any bonus.

Players are entitled for winnings genereted with the help of bonus only if they follow all bonus T&C which in this case was clearly not.

Regards,

Frank

Mondcasino Team

Dear Mondcasino Team,

Unfortunately, we have to insist on maintaining our position. The player was offered and granted a bonus that they weren't eligible for. The bonus terms also weren't present in the offer and therefore they should get paid in full, otherwise, I'm afraid, the complaint will become unresolved.

Good evening.

I would like to inform you that he has contacted the casino and the issue has been resolved.

I thank you from my side, once again, for the time you have dedicated and the very good work you are doing.

Thanks to you personally Peter for your time.

Keep up the good work as you help a lot of people.

Thank you again.

With unlimited appreciation.

Michail P.

Thank you Michail for the update. I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter