Ag Awards

Mongoose Casino - Blocked from playing

Complaint Info
Disputed casino Mongoose Casino
Reason Other
Karajan75 United Kingdom
Posted on July 12, 2019

I had email with questions about my background on Monday 1st July 2019 following level of deposits. I respond to payments team email on 2nd July (attached email) and then Tuesday evening a questionnaire appeared when logged on site or switched between screens. Everytime I complete and submit, an error message appears. I speak to chat team 2 or 3 times in next few days, told backlog and will be raised with payments team. Nothing has been done. It is now 8 whole days inclusive where I am blocked from playing but can log on. See my funds. I get survey and submit everytime and the same error message. I log again and again but nothing is happening. I respond by email and send them screenshots too. Again tonight same survey, same error message and can't play. The customer service is poor as been 8 whole days where they've blocked me playing and I've submitted the survey, sent them answers to their original email questions (attached) and reported this error but nothing is happening. They are messing me around and possibly other users if this happens to them. I have complied and answered and told them survey error and sent them screenshots (that I've sent you). It needs reporting and looking into as 8 whole days now that they've not done anything and I can't do anymore than I've done (all attachments show emails and screenshots for error report and me complying with answers).

Posted on December 10, 2019

This complaint has been reopened as per Mongoose Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on December 13, 2019

Dear AskGamblers,

Thank you for reopening the case for us.

Please be informed that the player did not meet the requirements as per UKGC regulations, hence the account was placed under temporary restrictions. Mongoose Casino Customer Service Team has made many attempts to contact the player to resolve the pending matters.

This account is still placed under temporary restrictions as there is a balance in funds in the account. We are more than happy to refund the player but we need the player to contact us on LiveChat or Email and our customer support will be more than happy to assist the player.

I hope the above matter clarifies.

Thank you kindly.

Mongoose Casino Customer Support Team

Posted on December 16, 2019

Dear @Karajan75,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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