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Mongoose Casino - Stalling Verification & $3,100 Withdrawal

RESOLVED
Complaint Info
Disputed casino Mongoose Casino
Reason Verification issues
Amount $ 3100
Posted on November 9, 2018

After a big win at Mongoose Casino, a casino I actually happened to really like, I sent all my documents to them for verification. Now, I gamble a lot so I have all my folders in order for the type of files they request, and I've done it so many times that I new there would be no reason not to have me immediately fully verified. 2 of my identifications went through fine, ID and Utility bill, but they are giving me problems with the online banking statement I submitted.

I deposited with Citadel Instant Banking, something very convenient for Canadians, and submitted an online banking screencap that showed my Full Name, Bank Number, and the transactions I made on the same day and for the same amounts as to what I deposited to the site. This should have been sufficient as I have done this a million times before. Instead they say It needs to show: Payment Method: Require a statement for TD Canada Trust. It has to show your name, the transaction ID (PR00832#####1) and the date.

I have done Instant Banking for as long as I can remember, and now as an end-user, it only appears on a Bank statement as 'Direct Check MSP'. I have also confirmed with TD Canada Trust and Citadel that there is no further transaction information similar to PRO00.. available in my account information. They are simply stalling withdrawal by giviing me verification run-arounds and it's already worked by me losing $1800. I will not play another round on this casino until this is solved.

Posted on November 10, 2018

My account was finally verified. Right after, I received written confirmation from my bank and citadel instant banking that those transaction id's never show up on end user banking statements. Withdrawal has been pending for 72 hours. I believe we can close this when I receive the money as the trust has been broken.

Posted on November 12, 2018

Hi JFRDL,

Thank you for highlighting the matter to us. The verification process has taken longer than usual as further approval was required from the Management Team to provide an exception as the document you provided did not have the usual details that we need to verify the payment method that was used.

On your withdrawal, we are aware that you have requested for a withdrawal. Kindly bear with us as we are awaiting for your bank to send us the deposits that you made, it usually takes 7 business days from the day they are made. We are expecting to receive the funds in a day or two and once we have processed the pay-out, we will be informing you via email.

Your patience is much appreciated and let us know if you have any other inquiries.

Kind regards

Mongoose Casino Support

Posted on November 13, 2018

Thank you for your reply. Support has been very prompt and helpful. The withdrawal was processed last night, should reach my bank in a couple of days. Will update/close thread when this is done. For anyone reading this now, or in the future, Mongoose is legit and came through. I just wish they just didn't stall as much, other operators pay out/verify in minutes, not hours or days.

Posted on November 14, 2018

Completely solved; money received. Will write a good review. Apologize that I had to write a complaint in the first place but the process was moving too slowly.

AskGamblers
Posted on November 14, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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