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Trying to get away from paying legitimate winnings


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By Joel K.
6 years ago
I found a bonus offer on my account at mongoose casino a while ago which i took, it looked like this:
Match Deposit Bonus

Select "100% Deposit Bonus" when you make your deposit
Minimum deposit: $20
Max Bonus Amount: $100
Wagering : 35x wagering requirement
Max bet size is : $10
Bonus playable on all slot games excluding Jackpot
Only available on deposit from 8th of November 2019 till 11:59 pm UTC Thursday 17/10/2019 | 07:59 am GMT Friday 15/11/2019
Max Turned Real Amount: $1,000

I play in NOK norwegian currency so i deposited 1000nok and got 1000nok in bonus.
I lost my first 1000nok and started to play with my bonus money.
in the terms it says that maximum win is 1000$.
After completing the wagering most of my money just dissapeared and i have 961nok left.
When talking to their support they are claiming that the terms are the same in all currencys meaning that max win would only be 1000NOK.
But as you can see their offer said 100% up to 100$ and i deposited 1000nok and got 1000nok in bonus.
I attached the terms for the exact same bonus i took.
Thanks
2019-12-05 14.png 2019-12-05 15.png
Disputed Casino Mongoose Casino
Amount kr4951

Discussion

User name

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.

User name loyalty-level-2
Yes the issue is resolved and i just made a request for withdrawl,
Thank you Askgamblers for bringing justice.
User name

Dear @joeman,

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.

User name
Hi Joeman,

We believe this matter is now resolved successfully after the funds been credited into your account yesterday.

We sincerely apologize for the inconvenience caused and we hope this does not affect your playing experience with Mongoose Casino.

Please do not hesitate to contact our 24/7 customer support via Live Chat and email and we are more than happy to assist you.

Thank you once again.

Sincerely,

Mongoose Casino Customer Support Team

Mongoose Casino Complaint Stats

Resolved 7 / 7
Avg. Amount $1,108
Avg. Complaint Duration 5 days
Avg. Response Time 2 days

Mongoose Casino Complaints

See all complaints for this casino
Delaying €2,400 withdrawals for over a month
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
Status solved Resolved
€2,330
Stalling Verification & $3,100 Withdrawal
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.
Status solved Resolved
$3,100