Mondcasino - El jugador enfrenta retrasos en el proceso KYC para el retiro.

I've been undergoing KYC procedure with this casino for almost over 2 months. They asked for specific photos like a selfie with the casinos name and date requested ( I sent this well over 4 times with each different dates). furthermore, once I said I've submitted this several times and threatened to bring this case to you guys they finally accepted my photo submissions. Now they're requesting a video call, I've tried to schedule this call with them several times and they even asked me for a specific date and time that works for me which I gave them, here is a quote from their email:

"Could you please let us know over which application we can call you for video call verification purpose. Video call should not take longer than 15 minutes. Please advise us what days, time periods suit you the best."

I gave them the date on the 9th of January stating :

"Okay well it doesn't work like that unfortunately I have things i attend to daily can we schedule it for 1/16/2026 at 10:30am GMT 

this gives you lots of ample time to make sure this call is scheduled fairly for both of us.

Please call my number Via Whatsapp on 1/16/2026 at 10:30 am 

that'll be a friday. Thank you so much for understanding.

After asking me what times work for me they went back on what they said and stated :

"Hi there,

Please note video call will be conducted at random time in our working hours since you can not provide days/periods of time. Only this way we can be sure there are no other factors influencing your verification."

I gave them exactly what they asked for and then they claimed I didn't??

I cannot pickup the phone whenever as for my job does not allow me to access my phone nor will I go against that. The times I give are my only available free times and they are refusing to accept that.

I'm opening this case because the back and forth and constant dismissal of what I'm trying to inform them on and trying to schedule my call to get my money has gotten out of hand and utterly scam-ish.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player, 

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 confirm whether you have already submitted all of the requested documents?
• Do I understand correctly that the documents have been approved and the last step is the completion of the verification call?
• Additionally, could you please forward your correspondence with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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, 

Attila G.

Hello I forwarded the entire email chain to your email. Yes I submitted every document requested and Yes the Video call is he last step.

Dear player, thank you for the forwarded email correspondence. Have you had the opportunity to contact the casino to schedule a time for the video call? If so, could you please share if they have provided a specific timeframe? Thank you in advance for your reply.

yes, in the email chain they asked me what times work best for me and I provided them exactly that. Also, it's within their time frame of working hours. I work a job where I'm not allowed to use my phone during working hours and have provided the hours that I'm not working and able to video call. They asked what time and I provided several times specific day, time and app. They then say they called me but its a random time within the week and I verbally verified to them that I work and cannot do the call at their convenience, it has to be scheduled.

Dear player,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello CollinsCeri,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Mondcasino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Are there any particular suspicions regarding this case? Is the casino willing to call the player outside of their working hours?

Thank you in advance for providing us with your view of the issue.

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 Martin,

Following player registered on Mondcasino on date 24.11.2025. Our anti fraud security team operations indicated players account as potential fraud. Based on that We have requested from player; Passport & Selfie with Passport, POA. Furthermore we have requested Video Call for Verification purposes as 2nd level Verification to clear things up.

Player was asked for Application where we can conduct Video Call. As a matter of fact, there were numerous reasons to avoid Video Call, from "broken" telephone" to "too busy". Later on, player confirmed we can conduct Video Call via Whatsapp number (same as registered in profile). We have tried to contact player via Whatsapp application on registered number and found out she/he Does not have installed WhatsApp Application at all which raised another alarm. Not that he/she is too busy, we could not even conduct a call.

As for the security purposes and to avoid any doubt in players credibility and authencity we have written in one of emails following; ("Please note video call will be conducted at random time in our working hours since you can not provide days/periods of time. Only this way we can be sure there are no other factors influencing your verification.")

With that sentence we asked politely what time periods and which days we can call player. Usually players react in a way; call me after 5pm or for the weekends between 10am 14pm or similar.

We have tried to conduct Video Call via WhatsApp application for three weeks straight (proof of call attempts are saved) but nothing. After that we have sent to player following email;

"Your account is terminated for fraud reasons. An outstanding balance of 200Eur, which was your initial deposit from Skrill will be return to your Bank Account, once you provide Bank Statement or Credit Card statement (under your name) where is clearly visible (transaction) that you have top up your Skrill account with your own money (according to General T&C, AML & KYC policy).

In case you do not provide us with source of funds for your Skrill Deposit to our casino we will act accordingly to General T&C for such cases. For security reasons we will contact also Skrill to confirm your proofs / statements."

Player did not respond to this email, neither have sent any of requested documents.

Mondcasino Team

Dear casino representative,

thank you for your detailed response.

Dear CollinsCeri,

The casino has stated they attempted to reach you multiple times via WhatsApp and that the application was not available on your registered number. They also indicate a clear time window for a video call was not issued. Could you please address these points?

Also, regarding your Skrill account, could you provide us with a transaction statement covering the timeframe of your play in the casino?

as I cannot log into my account to provide the exact timed transaction here is the transactions I made on this day, the casino goes by a different name in transaction history so it must be one of these shown they can decipher which. I've also provide my account details for proof of me.

I would like to address the request made by Mond Casino regarding the video verification. While I am fully committed to fulfilling the necessary requirements, I must clarify that my work and family obligations cannot be adjusted to accommodate random call timings. I have already provided a clear, set time each day during which I am available for such matters.

As previously mentioned in our email correspondence, I am more than willing to conduct the video verification via WhatsApp once a specific time has been agreed upon. Please note, however, that I do not use WhatsApp for general communication and will need to coordinate a time before creating the account.

Due to the demanding nature of my work, I can only provide one specific day and time each week to accommodate this call. As such, it is important that this verification be scheduled in advance, which, given that Mond Casino is making the request, I believe should be a manageable expectation.

Please understand that I cannot accommodate unscheduled calls, as my responsibilities leave me with very limited flexibility. I trust we can arrange this in a way that works for both parties.

Thank you for your understanding, and I look forward to your confirmation.

Kind regards, C*** L**** C******

Dear CollinsCeri,

thank you for the information provided so far.

At this stage, we need to clarify the source of funds used to top up your Skrill account, as this is a key part of the verification and assessment of the case.

Please provide a bank or card statement showing the transaction(s) used to fund your Skrill account, covering the period prior to and during your gameplay at Mondcasino.

The statement should clearly show:

• your name,
• the transaction to Skrill,
• the relevant dates.

An original PDF or official export is preferred. Screenshots may be reviewed only if no other format is available.

Once this information is provided, we will be able to determine the next steps.

Thank you for your cooperation.

Martin

Dear CollinsCeri,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

hello I provided what you asked for in my previous message.

Dear CollinsCeri,

unfortunately, the information provided is not sufficient. A PDF statement covering the entire month of November would be preferable. Please note that any documents you share with us will remain confidential. Additionally, the only official address I use is martin.l@casino.guru, please do not share any information to people contacting you from different addresses.

Dear CollinsCeri,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru