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Mongoose Casino - Delaying €2,400 withdrawals for over a month

RESOLVED
Complaint Info
Disputed casino Mongoose Casino
Reason Delayed payment
Amount € 2330
ibraibra Finland
Posted on July 17, 2019

I want to file a complaint against Mongoose. They stalling me to pay for almost 2 months. On 5th May I deposit and won 1880 euro I verified my account on 28 May if else your not able to withdraw. I withdrew 1880 euro. After 1 month in good faith I thought my withdraw was processed.
I started to play again. I won a 450 euro amount. I withdraw my account get restricted and I had to verify my account again.

Once verified I couldn't withdraw to any of my creditcards or skrill they cancel all my skrill cash out.

First email about the credicard
" Hi Pyry,

Greetings!

We've noticed that the withdrawal of EUR 1,850.00 was unsuccessful due to some technical issue hence we've credited the amount back to your account. "

I can't with my card they removed this option afer this I got the following email
" This is Sara from Mongoose Casino Payments & Security Team.
Please be informed that we have cancelled your withdrawal request via Skrill because the deposit you made was via credit card. Please resubmit your request via card. "

There is NO card option.

After mailing I get the following email
" Thank you for the screenshot. Please be advised that you can submit withdrawal via bank transfer and not Skrill. As for the credit card withdrawals, it is being temporarily disabled. Please let us know once you have resubmitted the withdrawal request ( bank transfer ). We are sorry for the inconvenience caused."

I withdraw my money from the bank it's pending and they still won't process it.

It's absurd I have to go to a process of 100 email to get my money and they still having send any money.
Attached is the transaction history. You can see how much they cancel my withdraws.

They receive my money with deposit from creditcard . they won't accept credit cards withdraws. They won't accept skrill withdraws. Bank accounts they appertnly don't do I hope I get explanation there unresponsive

AskGamblers
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 10, 2019

Dear AskGamblers,

Thank you for re-opening this case for us.

Our Payments Team has noticed incorrect information given for the withdrawal process by the player. The winnings have been credited back into the player's account.

Mongoose Casino Payments Team has informed the player accordingly.

Sincerely,
Mongoose Casino Customer Support Team

AskGamblers
Posted on December 10, 2019

Dear @ibraibra,

Please confirm if the issue has been resolved. 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.

AskGamblers
Posted on August 7, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

ibraibra Finland
Posted on August 7, 2020

I did received my payment!

I didn't give false information, anyway I got my payment. Hopefully they learn from this mistake and won't handle it the same way like they did we me.

Thanks AG and Moongoose

AskGamblers
Posted on August 7, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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