Mondcasino - The player's winnings were voided.

Played yesterday with Mondcasino, won 1500€ and now they canceled the withdraw and confiscated the whole amount beside the deposit amount.

I‘ve used the Black Friday promotion of them that was never marked as a reload bonus, more as a special promotion. (As you can see on the screenshot)

Now they accuse me of bonus abuse and are quoting a clause 10.3.4 where clearly is stated that it only refers to Reload bonuses. (As you can see in the Screenshot)

Else there is nothing stated in their terms and the cancelation was not correct by them.

Please help me with that because as a customer/player you’re always the sufferer.

Thanks and best,

Mat

Hello Matex0,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mondcasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did the casino specify what did you breach exactly? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

thanks for the review and the answer.

My account has been verified since Saturday, 26.11.2022, but I'm already registered for a long time at their site.

The casino sent me an e-mail quoting that clause and said that was the breach and that I was abusing their bonus system.

I've attached the screenshots again, showing that the special Black Friday promotion is not part of their "Reload Bonuses" clause (10.3.4).

It wasn't mentioned anywhere, and also, in the clause, they write that everything marked as "Reload Bonus" falls under it, and the Black Friday promo was not marked as a reload bonus.

To summarize this:

1.) I get an E-Mail from THEM with a special Black Friday offer

2.) I deposit on their page (50€), and they grant me the 150% Black Friday bonus

3.) I'm playing for 6 hours! on their page, wagering the whole bonus.

4.) I'm lucky enough to withdraw 1500€

5.) They cancel the withdrawal and kept only the 50€ on the account and accusing me of bonus abuse

Sounds kinda hilarious to me.

When they are sending out promotions, they have to clearly document that in their terms

I've also read them before the deposit but since there was only the Reload Bonus mentioned I've made the deposit.

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, Free Spins Day or any other bonus marked as "Reload Bonus" is claimed in order to be eligible for winnings generated with help of bonus. In case of bonus abuse mentioned above, winnings generated with help of bonus will be forfeited and deposit returned.

Thanks and best,

Matthias

Hello Matex0 and thank you for all the information provided. I will now forward your complaint to my colleague Matej (matej@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Matex0,

I am sorry to hear about your troubles.

Could you please check the email with the bonus again, click on bonus T&C apply, and send me the screenshot or link?

Meanwhile, I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

From the screenshots Matex0 provided, it is evident that the bonus was not marked as reload bonus. Information that the bonus was supposed to reload bonus was not apparent from the bonus name.

Hi there,

Please note player have already contacted curacao gambling authority regards this case. Player has already received an official answer from regulator that Mond Casino did a campaign in a fair and transparent way. Request from player was denied from our gambling license issuer.

This case is close for us. Whether Casino.Guru needs a proof we will provide it separately.

Mondcasino Team

@Matej

the screenshot of the terms when you click on the link is attached - so please tell me if these terms fit to their promotion. I don't think so!

Here's also the link to it: https://mondcasino.com/en/info/bonus-terms

I've also attached the screenshot of the answer to "gambling authority" it got denied without any more profound explanation.

They just wrote that I, by myself, acknowledged that a "Reload Bonus" was applicable. lol

I sent them the same as I've put here, and I would not open up a complaint if I would acknowledge it!

That's paradoxical and just shows what happens again behind the "curtains" of Curacao-licensed casinos!

I never acknowledged that this was a Reload Bonus neither it was applicable.

Also Matej wrote that it was not stated in the promotion!

Maybe curacao gambling authority should join here as well and explain it!

Also, @Mondcasino - this case is not closed! Be transparent and put your "proof" here in this thread.

Pretty sure other players are also interested, and I don't think you got something to hide.

The promotion was simply not correctly communicated, there's also another complaint open here about the same topic!

So again to resume this probably for the 5th time.

1.) In the promotion (screenshot) nothing was communicated as a reload bonus.

2.) If you click on T&C you got forwarded to the terms where I put the screenshot here

3.) Even the MondCasino support refers to clause 10.3.4 (Also screenshot)

4.) Clause 10.3.4 and refers to Reload Bonuses.

5.) Was the promotion e-mail marked as a reload bonus or a special Black Friday promotion?

Dear Casino representative, 

Could you please explain to me, based on what you believe that the players were informed, that the bonus in question is reload bonus? I checked the email, but for me, it was not noticeable.

I would like to know your point of view.

Hi Matej,

We really did not have any issues with mentioned bonus with hundreds of players. Ones who were not sure whether they are eligible or not turned to our support mail or livechat.

Reload bonus can be defined as a bonus that comes with deposit requirements.

Bonus offered was done in a very transparent and fair way. Definetely was a generous bonus and terms were clear to

hundreds of players and moreover also to regulator which as already said give statement in favour of casino.

Thank you for understanding,

Mondcasino Security Team

@MondCasino

it was not communicated as a Reload Bonus, as Matej already mentioned.

So I've checked the terms and made the deposit.

I don't care what the other not-verifiable 100 users made or understood!

That's something that can easily be said afterward.

The fact is it got not communicated correctly.

It got communicated straightforwardly as a special promotion and not a reload bonus, so there was no need to contact the support!

Dear Mond Casino, with all due respect, in a short time, we have had two ongoing complaints about the same issue.

All I am asking is to show me in the email that players received where they can see information that this bonus is reload bonus. Show me this, and I will gladly close the complaint in your favour.

So far, it is not clear even to me, and I consider myself extremely skilled. And If it is unclear to me, how could it be clear to recreational players?

Hello Matex0,

Could you please forward the whole communication with the regulator to: matej@casino.guru ?

I would like to find out why the regulator decided in favour of the casino.

Hi Matej,

send you the whole communication with them to your mail address.

Thanks a lot!

Hi there,

Please note that due to legal binding decision of our gambling regulator we as a casino have no further obligation to brainstorm or discuss about this and another similar case.

Whether player or casino.guru believes that there is sufficient reasons that regulator change the decision we kindly invite you to step in contact with gambling authorities and start appropriate process.

Meanwhile we as a casino have to follow strict rules and legislation and acting against would be potentially harmful for us as casino operators. In the case that regulator change the decision we will act accordingly.

Thank you for understanding,

Mondcasino Team

Dear Mond Casino,

As we agreed in the call, I am gathering the 3rd party opinion on the cases.

I am extending the timers. We are still waiting on 3rd party evaluation. (it could take some time because of the upcoming Christmas)

I am extending the timers. We are still waiting on 3rd party evaluation. (it could take some time because of the holidays)

So far, one response we already received.

Hello, Matex0 and Mond Casino representative.

I am sorry that it took longer. As promised, here is the third-party evaluation.

I asked Max from https://www.casinomeister.com/ to help me.

Here is what he wrote:

I will forward the original email to your email address.

MAX:

Re: independent 3rd party evaluation

Hello Matej,

You've asked that I formalize my response to the Black Friday Bonus dispute. I offer the following:

I am Max Drayman from Casinomeister.com. I've been Casinomeister's full time complaints Manager since December 2007.

I was approached by Matej at Casino Guru to offer a 3rd-party opinion on a Black Friday Bonus dispute between a casino and two players. The situation was described to me as follows:

The cases are pretty simple – the player from Austria and Germany received a promotional email with a Black Friday offer. They claimed this offer and won. The Casino later voided these players' winnings, arguing that the bonus was reload bonus and a clean deposit of at least €100 was necessary to be able to claim winnings from this bonus.

Let me begin by stating my position on bonus offerings: I believe that casinos are responsible for making the Terms of a bonus clear and readily available while players are equally responsible for reading and following those Terms.

In order to evaluate this case I was given a copy of the Black Friday email promotion that was sent to players (see below).

My first observation was that nowhere on that Black Friday promotional image does it say anything about the bonus being a "Reload Bonus". Given that lack of disclosure I would say that the casino is at least 50% responsible for any misunderstandings that may arise from players taking this bonus: if it was a Reload Bonus the casino should have said so on that image since that's what was distributed to players.

That said I do see that on the promotional image there is a link to the applicable Terms -- "Bonus T&C Apply" -- for the bonus (indicated by the red arrow). In my opinion whatever those Terms said AT THAT TIME would be the criteria for deciding the remainder of this case. Allow me to elaborate:

If the linked Terms clearly stated that the Black Friday Bonus was a "Reload Bonus" then I'd say the players were partially to blame for having not read those Terms. So in this case my judgement would be that both parties were culpable -- the casino for the misleading promotional image and the player for failing to read the Terms -- and thus a 50% settlement to the players would be reasonable and sufficient.

On the other hand if there was no specific mention of the Black Friday Bonus being a "Reload Bonus" when the player followed the link OR there were no Black Friday Bonus Terms available -- in other words a dead link or a link to only generic bonus T&C -- then the casino would be 100% culpable: full payment to the players should be made.

I didn't have access to the relevant Terms AS THEY EXISTED AT THE TIME so I can't say definitively which settlement would be appropriate. I've been told that the "Bonus T&C Apply" link in the promotional image lead only to generic bonus T&Cs with no specific reference to the Black Friday Bonus. If that is correct then the second Terms scenario I described above would apply and the casino would be responsible for paying the players in full.

Regards,

Max Drayman

Player Arbitration (PAB) Manager, Casinomeister.com

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Guys,

Matej,

We would like to thank you for comment you get from 3rd party. We respect their opinion. On the other side we have binding decision from our regulator which is based on legislation we operate under. Unfortunately we can not go against regulator. Imagine that we accept 3rd parties opinion without any gambling legislation behind. We are aware of situation and we are ready to change terms related to that together with casino.guru.

Matex0, Itsknuckle

As a conclusion, we have decided to offer you a good gesture money reward for showing us issue, so we are more precise in near future. This way we as a casino try to step closer to be more players friendly casino.

If you agree we will send you money reward of 3 times your deposit amount for deposit bonus you have claimed.

Looking forward for your answer,

Mondcasino Team

Hi there,

According to latest information from regulator we have been informed players are entitled for winnings generated with the help of black friday deposit bonus.

We have already set balance accordingly to maximum withdrawal amount for deposit bonuses of 20 times deposit amount as per bonus T&C. Players can request WD anytime and cases should be resolved afterwards.

10.1.2 Bonuses that come with a no-deposit requirement (free spins or money reward) have a maximum withdrawal limit of 50 EUR, 50 USD, 50 CAD, 50 AUD or 500 NOK. Bonuses that comes with a deposit requirements have limits on withdrawal of twenty (20) times on deposit amount. Any balance above this amount will be forfeited when the finance department approves your withdrawal request.

Mondcasino Team

Hello, Matex0.

Could you please confirm that you received the winnings, and we can close the case?

Hi Matej,

received the winnings yesterday.

Thanks for your great help and thanks to MondCasino for accepting it.

Best,

Mat

Dear Matex0,

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,

Matej

Casino.Guru