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Grand Mondial - Refund refused, dispute denied

Ruling

Declined - This issue has already been reviewed by an ADR and regulator. Your account information is your responsibility.

Read our Grand Mondial Casino Review.

Player's Complaint

I would like to put in a formal complaint against the grand mondial online casino. I have contacted them numerous times with regards to this issue and am being told there decision is final. I had almost 40,000 in my account and within 2 days upon returning to my account it was all reversed and played through. There were no self regulations put into place to protect my moeny when 10 year old grandchild and her friends during a sleepover were able to use our family device to play these funds. No one at the website noticed the irregular game play or questioned the fact that 40,000 was reversed in a short period of time. Not only are they accepting the playing of minors, no red flags came up to alert myself to this amount of moeny being reveresed in a short period of time. I feel its casinos responsibility to monitor irregular game play like this as per the self reguations and protection of the players.

According to the terms and conditions any bets done by minors should be voided. AND the casino shall Montior all came play and take approiate measures to regulate all game play that may be considered a gambling issue.

This. Is my official complaint along with the fact that no red flags were addessed seeing 40,000 being reversed When we had already received 2 payments sent at 4000 and there were many notes concerning those payment and yet the only one addressed or discussed was about the concern of how reversed withdrawal worked. And that all bets that may have been made during those reversals should have been monitored for gambilng concerns at least considering the large amount that was being reversed.

Futher more the auto login feature and that the mobile site saves cookies and does not log out itself cause the browser to not close and log out of the cainso when shut down and therefore if the tab is left open or the page open its varuable to anyone. Those who share a device which is completely normal in a large family, like our family have access even without entering a password or strict security measures in place to protect the player. Just because the device is a family device is not reason enough to disregard the fact that I did not play through 40,000 and I feel that all bets should be voided.

If you have any other questions or if there's anything more I can add to clairlfy the situ please feel free to contact my daughter on my behalf. Her phone number is 2497013140 Her name is [EDIT]. I presently am I'll with cancer and this situation is upseting and debilitating to my health. This money was a God send to help pay for my medical bills and assist while I am unable to work. The complete disregard and accucations of this casino are umplorable and need to please be addressed at your earliest convenience.

I have complained and been denied by the KGC. And EGORGA. THERE MUST BE SOMEONE WHO CAN HELP. THIS WAS A MINOR GAMBLING ILLEGALLY AND THE SECURITY ON THERE END IS JUST AS WEAK. THIS IS NOT JUST MY FAULT FOR LACK OF SECURITY ON MY DEVICE AS THEY ARE ACCUSING. THANK YOU

Read the casino review

1 Responses

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ThePOGG
April 20, 2019

Hi tmw1977 - welcome to ThePOGG.com!

Unfortunately there is nothing we can do to help you in this situation.

Your claim has already been reviewed by this operator's regulator and their ADR and I'm sure that they've pointed out the same things that I'm about to.

The security of your account is your responsibility. If an unauthorised user has accessed your account because you've left it open on a device that minors have access to, that is not the operator fault. This responsibility is clearly defined in the terms and conditions of all online gambling operators.

I'm sorry we cannot be of more help.

ThePOGG

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Agreement

Tmw1977 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Grand Mondial
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Apollo Entertainment Limited

April 20, 2019

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