The player from Rhineland-Palatinate had complained about a delayed payout request and heavy playing restrictions following a small win. The issue was resolved when the casino allowed the player to withdraw to an e-wallet, and the case had been closed successfully.
Mondcasino - Player's withdrawal is delayed and experienced game restrictions.
Amount: €250
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
8 months ago
Public
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9 months ago
Translation
I made a withdrawal from them on Sunday. Their confirmation came on Monday. However, until today the money has not arrived, even though it was stated that inpay would be quick if my bank owned it. And my bank does own it. I've received 3 payments alone this week.
This means that this casino is withholding my money. Every Inpay transfer for me takes 20 minutes, not 5 days and it still hasn't arrived..
Additionally, I've been heavily limited while playing, because of a ridiculous win of 250 EURO. I definitely cannot recommend this casino...
Automatic translation:
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9 months ago
Dear bluezoo,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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8 months ago
Translation
hello mondcasino has thought of something else and let me pay out to an ewallet, the case can be closed
Automatic translation:
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8 months ago
Dear bluezoo,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
The 14-day timeframe is the policy of Casino.Guru, before our Complaints Resolution team intervenes in cases regarding delayed withdrawals.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
