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Title: MondCasino removed €650 from my account after cancelling €700 withdrawal

I was playing at MondCasino with €0.20 in my balance when I received Free Spins. I won about €7 from these spins. After the spins ended, I used the €7 to play other games and grew my balance to €700.

When I requested to withdraw €700, MondCasino cancelled the withdrawal and manually reduced my account balance to €50, citing a withdrawal limit for the Free Spins bonus.

This term was never disclosed before accepting the bonus. Most of my winnings came after the bonus was finished, during normal play. Even if a €50 limit applied, it should only apply to the initial €7 bonus winnings, not my entire balance.

Manually removing €650 after a withdrawal request is unfair and misleading. I request my full winnings to be paid, minus the €7 bonus portion if applicable.

I have chat screenshots proving there was no prior mention of this limit.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mondcasino. According to the general bonus terms and conditions, the maximum cashout of the no deposit bonus is specified like this: https://www.mondcasino3.com/en/info/bonus-terms

10.1.2 Bonuses that are received with a no-deposit requirement (free spins, cashback, cash reward, money reward or any other form of received bonus or cashback) have a maximum withdrawal limit of 50 EUR, or equivalent in other currency. In case bonus received is more than 50 EUR, maximum withdrawal in that case is 5 times received amount. Bonuses that comes with a deposit requirements (clause 10.2, 10.3) have limits on withdrawal of twenty (20) times deposit amount. Any other deposit bonus except bonuses under clause 10.2, 10.3, have limits on withdrawal of five (5) times deposit amount. Any balance above maximum withdrawal amount is forfeited manually once player reach maximum withdrawal amount or when player requests withdrawal.

We accept the situation when a limit on a bonus is specified in the general bonus terms and conditions.

Please allow me to ask you a few questions so I can better understand the situation.

• How much was your balance immediately after you completed the wagering requirements of the bonus, to your knowledge? How much were the wagering requirements of the free spins?
• Do I understand correctly, you received the bonus after your balance reached 0?
• Could you please share with me your communication with the casino regarding the cap of your winnings? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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Dear Tomas,

Thank you for your reply and for looking into my case.

Here are my answers:

Balance after completing the Free Spins wagering

After I finished using the Free Spins, my balance was approximately €7. These winnings came directly from the Free Spins bonus. After that, I continued playing with the balance in other games and increased it to around €700.

Did I receive the bonus after my balance was €0?

Yes, I received the Free Spins bonus when my balance was €0.20. I played through the Free Spins and only afterwards continued playing in other games.

Communication with the casino about the withdrawal limit

At no point before accepting the bonus did the casino inform me of a €50 withdrawal limit. There was no pop-up, no notification, and no visible warning when the Free Spins were credited.

The €50 limit was only mentioned after I requested a withdrawal of €700. At that point, the casino manually reduced my balance to €50.

I am attaching screenshots of:

The chat history with casino support

The balance change after the withdrawal request

The bonus activation with no visible withdrawal limit information

In my opinion, the casino is applying the €50 limit retroactively, even to winnings obtained after the Free Spins were completed. This is not just a matter of "bonus terms" but an issue of transparency and fair play, since I could not have agreed to rules I was never shown before accepting the bonus.

Hello,

I would like to add additional proof to my complaint. Please see the attached promotional email from MondCasino about their cashback offer.

As you can see, in this promotion all the conditions (maximum withdrawal limit, wagering requirements, validity date, etc.) are clearly stated directly in the email.

However, in the promotional email I received with the free spins (which is the basis of my complaint), there were no such conditions mentioned at all. The casino only referred to the general bonus terms later, after I had already played and won.

This shows that the casino applies their rules inconsistently and fails to disclose important restrictions to players in some cases. I believe this practice is misleading and unfair.

Thank you for your attention.

Hello, I would like to provide additional evidence for my complaint.

As you can see from the attached screenshot, after receiving cashback my balance was divided into real money and bonus money. The system clearly indicated that 0.48 EUR was available for withdrawal as real funds.

This proves that the casino distinguishes between real and bonus funds. The same situation happened when I won from the free spins: the balance showed real money, and I was able to request a withdrawal. Importantly, the withdrawal was not rejected immediately, but only after several hours, which further confirms that the winnings were considered real money at that time.

I kindly ask you to take this into account when reviewing my case

Thanks for your reply.

I apologize for any misunderstanding.

Were there any wagering requirements attached to your free spins winnings of 7€, to your knowledge?

Please let me know

Hello,

the free spins were credited to me automatically, I did not activate them myself. There were no wagering requirements or withdrawal restrictions mentioned either in the email or in my account. I played the free spins with a balance of €0.20, won €7, and these funds were displayed as real money available for withdrawal.

If the casino provides a bonus without allowing the player to review the terms in advance, this practice is misleading and should be considered unfair.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]), 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.

Thank you for taking over my case. I am ready to provide any additional information or evidence if needed, and I look forward to your update.

Hello Jevgenij.no,

I reviewed your case, and I’m afraid I believe the casino acted correctly in this situation.

Here’s the logic behind my conclusion:

1. You received a bonus via chat when your balance was essentially zero. In such cases, support agents typically do not explain the full terms and conditions in detail.
2. It is commonly understood that no-deposit bonuses come with a maximum winnings limit.
3. You won €7, which is below the minimum withdrawal amount.

In this situation, the casino could have either zeroed out the amount since it was not withdrawable, or allowed you to continue playing — which they did, and you eventually won more than €50.

Since this bonus was issued manually by support, I cannot verify the exact wagering setup, but I assume some wagering requirement was applied.

Once you completed the wagering, the winnings moved to your real balance, indicating they were eligible for withdrawal.

Now, looking at the terms:

10.1.2 Bonuses that are received with a no-deposit requirement (free spins, cashback, cash reward, money reward or any other form of received bonus or cashback) have a maximum withdrawal limit of 50 EUR, or equivalent in other currency. In case bonus received is more than 50 EUR, maximum withdrawal in that case is 5 times received amount. Bonuses that comes with a deposit requirements (clause 10.2, 10.3) have limits on withdrawal of twenty (20) times deposit amount. Any other deposit bonus except bonuses under clause 10.2, 10.3, have limits on withdrawal of five (5) times deposit amount. Any balance above maximum withdrawal amount is forfeited manually once player reach maximum withdrawal amount or when player requests withdrawal.

The terms clearly state that bonus caps apply during withdrawals.

I’m sorry if this is disappointing, but all no-deposit bonuses include a maximum withdrawal limit. Casinos don’t allow players to withdraw more than this preset amount when using those bonuses.

Hello,

Thank you for your response, but I must respectfully disagree with the conclusion.

The free spins I received were given to me directly by the casino, both in chat and by email (I can provide proof). In both cases, no conditions regarding wagering or maximum withdrawal limits were mentioned. The promotional email itself clearly states only that free spins were added, without any restrictions.

If the casino fails to inform the player about the specific conditions, then these conditions cannot be applied afterwards. I used the free spins in good faith, believing that the winnings would be fully withdrawable.

I kindly ask you to reconsider my case, as I believe the applied limitations are unfair and were not properly communicated.

I sent you additional information by mail

Best regards,

Jevgenij

Hello Matej,

I would like to share one more important detail.

When I first received the free spins and won €700, there was no notification or message on my account showing any withdrawal limits. However, now, after I recently received cashback and won €51, the casino suddenly added a pop-up/message that clearly shows the withdrawal restriction.

This proves that when I played with the free spins, such information was not shown to me at all. Only now they added it, which I find unfair, because I could not have known about this limitation before.

Please take this into consideration as additional evidence.

Best regards,

Jevgenij

Dear Jevgenij.no,

I understand that you feel frustrated, but I would like to paraphrase your situation with an example from a supermarket and free samples.

Imagine you have no money and go to a supermarket. You ask the staff what you can do, and they say, "Okay, you can take some free samples we have." After tasting one labeled cheese, you then argue that it was the worst cheese you’ve ever eaten, that it should have been labeled more clearly, that it doesn’t taste good, and so on. Then you demand a new cheese because the free one didn’t meet your expectations. Do you think the supermarket would give you a new product?

When you took a bonus, your balance was already depleted.

When registering, you had to tick a box confirming that you accept the casino’s terms and conditions.

In those terms and conditions, this exact situation is mentioned: every no-deposit bonus comes with a €50 maximum withdrawal.

If the casino decided—based on your complaint—to add a new popup to clarify this,I am extremely happy about it, and you should be too. It could help other players, and it shows that the casino cares about players.

Please don’t get me wrong: if this were a deposit bonus, and you were misinformed or made a deposit based on false assumptions, you would be absolutely right to complain and we would be on your side. But in this case, we are talking about a free bonus, where you didn’t have to deposit anything at all.

Dear Matej,

Thank you for your explanation, but I believe the supermarket example is not entirely accurate. Let me explain it in another way:

Imagine a store gives a customer a 5€ voucher (not just a free sample). The customer uses this voucher to buy products worth 5€. After consuming the products, the customer gets sick. Now, if the store claimed that the voucher was "just a free sample" and that the customer should not expect any guarantees or proper terms, this would clearly be unfair.

This is closer to my situation: the cashback or free spins I received were not "tastings" — they were more like a voucher with a clear monetary value, which I used to play. If the rules had been transparent and visible at the moment of granting the bonus, I would have understood the risks and limits. But these limitations were not properly shown until much later (only after my complaint).

That is why I still feel the situation is not completely fair, and the terms were not transparent enough at the time I accepted the bonus.

Best regards,

Jevgenij

Dear Jevgenij.no,

In your example, getting sick suggests that using the product somehow caused you harm—and you argued that such a product should come with guarantees. However, that isn’t the case. The product’s terms were clearly displayed, and it’s not reasonable to expect the support agent to explain them via live chat.

To paraphrase your example more directly:

You received a free €5 voucher and used it to buy a product, but you never flipped the voucher over—where it states the voucher applies only to certain products. Now you’re demanding that the store accept the voucher because you didn’t know.

In your situation, by accepting the free bonus you could only gain.

While I empathize with your situation—and I’m glad the casino has made the information more clear based on your complaint—you need to understand that in situations like yours, there’s no room for exceptions.

Dear Matej,

Thank you for your time and reply. With all due respect, I firmly believe that the issue arose due to the casino’s mistake, not the player’s. Please allow me to clarify:

I received free spins and won €7. When I submitted a withdrawal request, the system accepted it and displayed the funds as real money. If these had been bonus funds with restrictions, the system should never have allowed me to request a withdrawal.

The casino ignored all my attempts to communicate and did not reply to any of my messages.

Only after my complaint did the casino change its system. Now, when players receive free spins or cashback, it is clearly displayed as bonus money. This is direct evidence that such information was not provided before, and the casino silently admitted its mistake.

For example: imagine a store gives me a voucher worth €7. I use it to buy goods, resell them, and eventually turn it into €700. When I return to the store with €700, they suddenly say: "This is not your money, because it started with a voucher," and they take it away. The key question is: why was I allowed to buy and grow the amount in the first place if it was not considered my money?

This is exactly what happened in my case. The casino’s system and their communication clearly indicated I was playing with real money. Only later, after my complaint, did they change the rules. This proves that the mistake was on the casino’s side, not the player’s.

I kindly ask you to take this into account and reconsider the fairness of my complaint.

Sincerely,

Jevgenij.no

Dear Jevgenij.no,

Your example is very accurate. Let me expand on it:

For example: imagine a store gives me a voucher worth €7. I use it to buy goods, resell them, and eventually turn it into €700. When I return to the store with €700, they suddenly say: "This is not your money, because it started with a voucher," and they take it away. The key question is: why was I allowed to buy and grow the amount in the first place if it was not considered my money?

I use it to buy goods - this represents withdrawing the money.

resell them - this represents redepositing and playing again.

return to the store with €700 - this represents attempting another withdrawal.

I am truly very sorry — I honestly wish you could keep the money.

But the winnings came from a free bonus, where the maximum withdrawable amount is clearly stated. If the casino decides, based on this complaint, to change the way balances are displayed in the account, it only further validates the safety index rating we gave them.

Let me give you another analogy:

In an amusement park, you buy 10 balls to throw at targets. There are many prizes, but the rule says each customer may claim only one prize. Most people don’t hit anything, but you are lucky and hit several targets. When the attendant collects the prizes and shows them to you, you demand them all — because you hit them, and because they were briefly placed in front of you. But the rule still applies: only one prize per customer.

To avoid confusion, when the next person hits two targets, the attendant doesn’t show them both prizes. Instead, they ask which one the customer prefers, so that the rule is clear from the start. This doesn’t mean the first customer was entitled to all the prizes — it just highlights that the system presentation could be improved.

Again, I am very sorry. You won from a free bonus with clear rules, and those rules must apply.

Hello Matej,

I would like to clarify my situation once again, because I strongly believe that the responsibility lies entirely with the casino, not with the player.

I received free spins, won €7, and the system showed this amount as real money. Moreover, I was allowed to submit a withdrawal request. If it had been bonus money, the system should not have allowed the withdrawal.

After that, I continued playing with these €7, and my balance grew to €700.

The casino then canceled my withdrawal, referring to bonus restrictions. But if the system had initially shown that this was a bonus, this whole situation would never have happened.

After my complaint, the casino made changes: now, when receiving free spins or cashback, it clearly states that these are bonus funds. This proves that the mistake was on the casino’s side.

Despite this, the casino never replied to any of my emails. I contacted them several times, but they completely ignored all of my messages.

In fact, I became a victim of the casino’s error, lost €700, while they improved their system and rating thanks to my complaint. I believe that in such a situation it is only fair to request at least some compensation, since I was the one who suffered, and it was my complaint that forced the casino to correct the issue.

I sincerely hope that as an arbitrator, you will take this into consideration and evaluate the case objectively.

Best regards,

Jevgenij.no

Dear Jevgenij.no,

As mentioned, I have already provided numerous examples and thoroughly explained why, in this instance, we support the casino’s position.

Unfortunately, after careful consideration, I must close this case as unjustified.

If you wish to pursue this further, you may submit a complaint to the relevant regulator or an approved an Alternative Dispute Resolution (ADR) provider. However, based on the information reviewed, I doubt the outcome would differ.