Mondcasino - 플레이어의 요청 없이 해당 계정이 폐쇄되었습니다.

Dear Casino Guru Support Team,

I am writing to seek assistance regarding an issue with my account at Mond Casino. I played only slot games and used the first deposit bonus. After successfully meeting the bonus requirements, I attempted to withdraw my winnings. However, the casino requested a list of documents as part of a security review. Below is the message I received:

*"Please note that your account has been temporarily disabled due to a security review, as per the general Terms & Conditions you agreed to when registering with us. During this review, we kindly ask you to provide the following missing documentation:

Identification document (Passport)

Crypto wallet with your personal details visible

Proof of source of funds for the crypto wallet, showing clearly how the money was funded (personal details must be visible)

Bank statement for the past 3 months with all transactions and personal details visible

A selfie with your passport in front of your registered address

Once we receive all requested documents, we will notify you about the next steps for completing your account verification and potential reopening."*

I promptly provided all the requested documents. However, I then received the following unexpected response:

"Hi Lyudmila,

Your Mond Casino account has been closed as per your request.

We will not be held accountable or liable if you attempt to open new accounts or play on our site.

Kind regards,

Mond Casino Security Team"

I never requested to close my account, and this was the last communication I received from the casino. My account remains closed, and I have not received any explanation regarding the closure. Furthermore, my winnings are also unavailable to me.

Could you please assist me in resolving this matter? I would appreciate any help you can provide in reopening my account and securing my rightful winnings.

Thank you for your time and support.

Best regards,

Lyudmila

Dear Pasta45MeaL,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you passed the full KYC verification, or has the KYC still been in progress when your account was closed?

Have you reached out to the casino customer support to explain that you did not request an account closure? What was their response?

When was the last time you communicated with the casino and what was it about?

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

Best regards

Veronika

I am writing to address a straightforward issue, as outlined in my previous complaint. My KYC process was in progress, and on October 7th, I submitted the requested documents. However, on the same day, the casino informed me that they had closed my account at my request, which is completely inaccurate. I never requested the closure of my account.

This was the last communication I received from the casino, and since then, I have had no response to my further inquiries. You already have copies of the relevant emails, including the casino's request for documents and their notice about the account closure.

I look forward to your prompt assistance in resolving this matter.

Thank you for your reply. Could you please forward the identity documents you submitted to the casino for verification to veronika.l@casino.guru?

Have you received any response from the casino regarding the status of your verification? Additionally, has the casino informed you of what will happen to your pending withdrawal now that your account has been closed?

Dear Veronika,

please check your email, I sent two emails, one forwarded, it is additional documents requested by Mond and documents uploaded at casino.

Kind regards

Thank you very much, Pasta45MeaL, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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 in the near future.

Dear Pasta45MeaL,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Mondcasino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Mondcasino,

Could you please provide a detailed explanation of this case, including the specific reasons behind the closure of the player’s account "per her request," especially if she did not make such a request?

Thank you in advance for your response!

Best Regards,

Kubo

Hi Casino.Guru

Please note we have sent email to player that his account is temporary disabled due to security review according to General T&C. Main reason is that player could not provide sufficient documents for account verification. This was on August 2nd 2024. Player did not send requested documents until 7th of October 2024.

Due to security concerns about players origin & fairness &integrity we have decided to open her account and let her withdraw her initial deposit. After that account will be closed on decision of Mondcasino according to General T&C.

Mondcasino Team

The casino requested a big list of documents, including a lot of bank documents, my photo outside my house and many more… Since I am very busy with my work and family it took a lot of time to prepare all the documents. The day I sent them all the documents- they informed me that they deactivated my account. There was no single warning from the casino, and never they informed me that there is a time frame for sending documents. I feel cheated by this casino!

Here is an initial request for the documents by the casino. As you can see that they requested a lot of different documents and photos and there is no single mention about the time frame!

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" Hi there,

Please note your account is temporary disabled due to security review in progress according to general T&C you have accepted once registering with us.

During security review we would kindly ask you to provide us with following missing documentation:

 - identification document - Passport

 - your crypto wallet with your personal details visible

- your crypto wallet source of funds where is clearly visible how money was funded to crypto wallet (personal details clearly visible)

 - bank statement for past 3 months with all transactions clearly visible and your personal details

- selfie with your passport in front of your registered address

Once we receive all requested documents we will notify you about further steps for complete verification of your account and possible reopening of it.

Thank you kindly for your cooperation in advance.

Kind regards,

Mondcasino Security"

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I also read through the casinos Terms and Conditions and there is nothing about time frame for sending the documents. How can they apply these rules to me and confiscate about 2000 euro?!

Dear Mondcasino,

Thank you for your clarification. However, I have some concerns regarding the procedure followed in this case. After reviewing your Terms & Conditions, along with the KYC Policy, I noticed that the timeframe for submitting verification documents is not mentioned anywhere. Closing the player's account and seizing their balance based on an unlisted term raises concerns about fairness and transparency.

We believe that fair treatment is essential in ensuring trust between players and the casino. Since the player has now submitted all the required verification documents, I kindly ask you to reconsider your decision in the spirit of fairness and to ensure a just resolution to this matter.

Thank you, and I look forward to your response.

Hi there,

Please note Account was closed due to security concerns about players origin & fairness & integrity. After couple of months player provided documents for KYC and account was reopened.

Regards to players balance indeed there were winnings generated with the help of first deposit bonus which were removed automatically by the system according to clause 15.3 from our General T&C.

15.3 All bonuses have an end date. If the bonus conditions are not fulfilled at the end time, Mondcasino has the right to cancel the bonus or remove the bonus money from the gaming account. We have right to remove bonus money or winnings generated from any deposit bonus or any type of cashback, free spins, tournament rewards or money reward from players account if the player has not successfully withdraw winnings or granted cashback, tournament reward, free spins winnings or money reward in 30 days after bonus, cashback, free spins or money reward was issued or granted.

Mondcasino Team

This is something ridiculous!

Paragraph 15.3 of the casino's Terms and Conditions does not apply to my situation at all. I wagered approximately €14,000 using the bonus and fully met all the wagering requirements. When I requested a withdrawal (on 31.07.2024), my account balance showed €1,954, with no bonus funds remaining. If there had been any bonus funds left, the system would have prevented me from withdrawing, as it does not allow withdrawals with an active bonus balance.

 In a day or two, my account was closed and the casino requested the documents. Now the casino wants to confiscate my actual cash winnings, not any bonus funds, and that is completely unjust. I really need a help on this one because it seems that the casino member is trying to misrepresent the situation.

Dear Mondcasino,

I would like to clarify: does this mean that the bonus funds were voided because the player was unable to withdraw them within the required timeframe? This seems quite strange, especially considering that her account was locked due to the ongoing verification process, which prevented her from accessing those funds.

Thank you in advance for your response.