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Mongoose Casino - Never got my $1,350 withdrawal

RESOLVED
Luckygreek88 Canada
posted on February 19, 2018.

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 :(

posted on February 23, 2018.

Hi Luckygreek88,

Sorry to hear you don't appear to have had the usual smooth experience at Mongoose Casino and thank you very much for bringing this issue to our attention. We’ve been trying to establish exactly what the issues are here which has taken longer than we had hoped, as such, apologies for the delay in response here.

So as mentioned and communicated to you at the time, we had attempted to pay you twice, however both times the transaction had been rejected by our bank. We eventually managed to work out what the issue was and resolved this with help from our bank which took a little while to resolve.

You should have now received the funds in full. Once again, apologies for the delays in receiving this.

In regards to the daily loss limit, this should be working and has never had issues previously, however our IT team are investigating currently as a priority to find the root cause of what has happened here.

Hope this addresses your concerns and thanks for your patience and understanding in these matters.

Kind regards

Mongoose Casino team

Luckygreek88 Canada
posted on February 26, 2018.

Yes i finally got my withdrawal it did come short i recieved 1323$ ... also i never got any word back of why when i set my daily loss limit to 75$ it ended up being 250$ where it stopped me at :/ ... haven't gotten any reply back to this matter

posted on February 28, 2018.

Hi LuckyGreek88,

Good to hear your withdrawal arrived, I believe the main reasons for this may relate to varying exchange rates and bank fees, we always send the final withdrawal amount and cover our banking fees associated with it. Depending on the bank, some banks do unfortunately charge the account holder for receiving international transfers.

It is much appreciated that the loss limit matter has been highlighted to us. We did feedback previously that we are looking into this, however it doesn’t seem to be an obvious thing that we are able to replicate our end.

However we are addressing the matter with utmost attention and urgency. Our first round of investigations indicates that the way this has been set up by our developers is that the loss limit applies to the deposit amount as oppose to the overall current balance at the time.

Once our IT team have finished their comprehensive review (which takes quite some time) how this has been setup (to ensure all working as desired) we will be confirming to you the status.

Kind regards

Mongoose Casino team

AskGamblers
posted on March 3, 2018.

Dear Mongoose Casino,

Please let us know if there's some update regarding the deposit limits issue and if it has been resolved?

posted on March 6, 2018.

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

AskGamblers
posted on March 6, 2018.

Based both on player's confirmation that payment was received and on casino's explanation regarding how loss limits work, AskGamblers Complaints Team consider this case as Resolved and officially closed.


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