Mondcasino - Stanje na igračevom računu je konfiskovano.

Hello 

today i made a new account because i terminate my previous account the reason i was playing a lot of money and i dont want to lose control and spent all of my money ….

anyway today i was playing and after 1540 euro of playing i win 7000 euro after that i made 3 withdrawls of 1000 cause is the maximum per single withdrawl and i left my account with 4000 euro ! 

after a couple of hours i log in to my account and i see the 4000 went to 1540 euro and i take i eimail that i will attached below with other screen shots which i didnt understand the real reason that my account will terminated once i will withdraw that money , i asked the support and they said to me that i have to sent an email to the security and ask the real reason ! 

i didnt do anything eligal i am just a person that i like to play slots but this is stealing and scamming 

p.s i didnt take o use any bonus or free spins

thank you 

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mondcasino.

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

• Could you please explain when your original account was closed?
• Have you opened only 2 accounts in the casino?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the closure of your original account? Include your request and the casino's responses. Send emails or chat transcripts to my email at tomas@casino.guru, 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

Hello Tomas ,

no i dont have 2 accounts i have only 1 active account right now

all the previous accounts that i made i terminated permanently with the support ! And the message that sent me after every termination was : if you try to make new account in the future we dont have any responsible of that action!

and at the rules does not write anywhere if you terminate one account you are not able to open new in the future !

i try contact with the online support and tell me to contact support via email since friday i sent them twice until now and no answer ! I asked them to explain me why and show me the evidence in adition i didnt withdraw the 1540 euro because if i done that they will terminate the account and with that action automaticly i agree with that ! But i dont ! And i am asking if i lose that ammount that tool it will worked ? Or only when a player take something good is working ?

The previous account was terminated from the support on 20/03/2026

No i didnt use any bonus at all

Hello Giorgos2903,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I am sorry Giorgos2903,

However, accounts you open after you close previous ones will be considered duplicates and will be subject to multiaccounting rules. Please note that opening multiple accounts is almost universally prohibited in online casinos and will lead to consequences ranging from closure of your account to confiscation of your winnings in most of them. We recommend that you don't open new accounts in the same online casinos where you already have accounts, since the multi-account rules put you at a disadvantage. Please share with me your request to close your most recent account so I may review it.

Send this information to my email at tomas@casino.guru

Hello Thomas,

I hope you had a great holiday.

After six days and many messages to support, I finally received a response only after I sent a formal letter (which I will attach). Not only did they fail to communicate with me earlier, but they also forced the closure of my account and made me withdraw the remaining balance (my deposits of €1,540).

First of all, my main request is simple: I want my winnings.

Secondly, the casino has a KYC process, but it is apparently not required unless they decide to enforce it. How did they determine it was me? By phone? I never received any verification message. By IP address? I use a VPN (and the casino claims to be VPN-friendly), so they cannot reliably track my IP. By username? It is not even possible to create multiple accounts with the same username. So how can they be sure someone else didn’t use my details?

Thirdly, even if I did create multiple accounts, why didn’t their systems detect this earlier? Let me guess—it’s because those accounts were losing. So their "protection tools" only work when it benefits the casino? Where is the player protection?

Fourthly, the only way to terminate an account is through support. When you do so, they state that if you open a new account in the future, they are not responsible. Why didn’t they clearly warn that creating another account is currently against their rules and would result in termination and loss of winnings?

Fifth, even if we assume I did something wrong and the casino is completely correct, why did they return only my deposits and force a withdrawal without any communication? If I had truly violated the rules, shouldn’t they have confiscated everything? Was the issue simply that I had winnings?

The only thing I want is to receive my winnings. If they do not want me to play at their casino again, that is fine—but I still want what I won, and I will pursue this matter until it is resolved.

Missing winnings: €5,460

Thank you,

I hope you can help me, Thomas. I believe in you.

Thanks for your reply and for your patience.

Please note that you have admitted to closing your previous account in the casino yourself. At that point, the only concern was for us to conclude whether it was the casino's obligation to protect you from reasonably opening an account. At most, we would be able to ask the casino to refund your deposit, depending on the evidence of the account closure request you addressed to the casino.

Since the casino already refunded your deposits, taking into account that you breached the casino's terms and conditions, there is little we can accomplish.

By opening new accounts on purpose, you put yourself in a position where, when the casino finds out, your winnings will be forfeited, and depending on the casino, your entire balance might be forfeited. Please note that offshore online casinos will flag accounts for verification, mostly only after the payout is requested. We recommend that you don't create multiple accounts in online casinos if you have already registered one account. In cases where multiple accounts are concerned, we may only intervene if we can conclude that the breach of these rules is accidental. Closing an account and, in short succession, opening another one makes this impossible.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.