Complaint #3
Mongoose Casino
Never got my $1,350 withdrawal
8 years ago
I made a withdrawal for $1350 on january 30th. It was accepted on february 2nd i made a withdrawal to my bank account i spoke to my bank got the correct details.. ive waited patiently today is the 13th of feb. They told me it bounced back i never got an email showing me proof of tgr withdrawal and the amount .. ive asked many times for someone to contact me on my mobile telephone number no one had contacted me. I also got emails after i initally sent a email because i couldn't log in ti chat... they said they will email me and time just went by i never got an email. Also on january 30th. I made a daily loss limit of 75$ and it endwd up stopping me at 250$ it should have stopped at 75$ as the daily loss limit was set for 75$ .. they told me someone will contact me via email about the dispute. This casino isnt helpful im very stressed out and just want my winnings. They are telling me now they want to send my winnings back onto my deposit method which i used a pre paid card from.vanilla mastercard... i explained to them that those cards dont accept and recieve funds once the card had been used it is no longer a working card it expires and is terminated.. i explained this to the lady on chat before making a deposit she said yes you can deposit witglh pre paid and do a bank wire after my accounts been verified. Which it was .. i just wanylt my funds please help me out :(
Dear AskGamblers,
So our IT team have now had time to fully clarify what the case is here and it would be consistent with what our initial investigations suggested, that this is not in actual fact an issue, however relates to the way the limit loss works.
So with the limit loss, this is set to a defined time period (can be Day/Week/Month/Year), which in the customers’ case was set by them, to a Daily Loss limit of $75 per day.
With the Loss limit, customers can set a total limit on how much they can lose from their cash deposits on game play. This excludes loss amounts from wins or bonus play.
The customer set the limit loss when their balance was around $200 (which they had played and won up to), however the limit would only kick in when they had played through this and up to the total loss limit for that day (based on deposit amount), as oppose to their balance at the time.
This is actually confirmed on the Loss limit page, where players can set this up, as per the attached screenshot.
Hope this clarifies things, all the best.
Kind regards
Mongoose Casino team
So our IT team have now had time to fully clarify what the case is here and it would be consistent with what our initial investigations suggested, that this is not in actual fact an issue, however relates to the way the limit loss works.
So with the limit loss, this is set to a defined time period (can be Day/Week/Month/Year), which in the customers’ case was set by them, to a Daily Loss limit of $75 per day.
With the Loss limit, customers can set a total limit on how much they can lose from their cash deposits on game play. This excludes loss amounts from wins or bonus play.
The customer set the limit loss when their balance was around $200 (which they had played and won up to), however the limit would only kick in when they had played through this and up to the total loss limit for that day (based on deposit amount), as oppose to their balance at the time.
This is actually confirmed on the Loss limit page, where players can set this up, as per the attached screenshot.
Hope this clarifies things, all the best.
Kind regards
Mongoose Casino team
Mongoose Casino Complaint Stats
Resolved
7 / 7
Avg. Amount
$1,108
Avg. Complaint Duration
5 days
Avg. Response Time
2 days
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