Mondcasino - El jugador tiene problemas para completar la verificación de la cuenta.

Hello, I won 4000 euros at Mondcasino. I have submitted all the necessary documents for verification, which will not be processed. The live chat is suddenly no longer available. I did not claim a bonus and complied with all guidelines. I urgently ask for help Lg H *** philipp

Hallo ich habe bei Mondcasino 4000 Euro gewonnen. Ich habe alle notwendigen Unterlagen zur verification eingereicht welche jedoch nicht bearbeitet wird. Auch der livechat ist plötzlich nicht mehr verfügbar. Ich habe keinen Bonus bezogen und mich an alle Richtlinien gehalten. Ich bitte dringend um Hilfe Lg H*** philipp

Dear Fistaisda,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Everything was sent, driver's license, mobile phone bill, credit card bill Photo of the credit card Skrill bank statement. They don't want to verify me so they have to pay out

Es wurde alles gesendet, Führerschein, handyrechnung kreditkartenrechnung Foto der Kreditkarte Skrill Kontoauszug . Sie wollen mich nicht verifizieren damit sie inch ausbezahlend müsse

It is always the same at various casinos, although you can deposit. If you win, they cause problems with verification and payout. Please help me

Es ist bei diversen Casinos immer das selbe man kann zwar einzahlen . Gewinnt man machen sie bei der Verifizierung und Auszahlung Probleme. Bitte helft mir

You have now paid me 1000 euros out of 4000

Sie haben mir jetzt 1000 Euro von 4000 ausbezahlt

Thank you for your reply, Fistaisda. Hopefully, you will receive the rest of your winnings soon. Please, keep us updated and let us know when you receive the last payment. Thank you.

Hi there,

Player was verified. Withdrawals processed. After that player permanently closed account.

Case can be closed.

Mondcasino Team

Thanks for your help, they paid me the winnings

Danke für ihre Hilfe sie haben mir den Gewinn ausbezahlt

Dear Fistaisda,

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,

Kristina

Casino.Guru