Mongoose Casino player comments

Bippityboppityboo

Newbie member
Joined
Feb 18, 2019
Location
Fareham
Avoid at all costs! Mongoose Casino does not have a Complaints process or an ADR. Seriously bent. They don’t have an email address. You can only use online chat and a form. Customer Services will just cut you off. The equivalent of hanging up! Plus they blocked me on messenger! Seriously - save your money and sanity. Have flagged to UKGC. Telephone conversation with UKGC suggested that something wasn’t quite right with their website. Newly licenced in UK but clearly one to avoid!
 
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dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
Avoid at all costs! They do not have a Complaints process or an ADR. Seriously bent. They don’t have an email address. You can only use online chat and a form. Customer Services will just cut you off. The equivalent of hanging up! Plus they blocked me on messenger! Seriously - save your money and sanity. Have flagged to UKGC. Telephone conversation with UKGC suggested that something wasn’t quite right with their website. Newly licenced in UK but clearly one to avoid!

They do, or else they wouldn't have a UKGC license. What wasn't right with their site?
 

lockinlove

Staring into the sun
PABaccred
Joined
Jan 17, 2014
Location
Canada
Need more info on what happened. They are sister sistes with emu which have ok feedback and recommended by thepogg.

They have an email address you see it when they respond and they also have a telephone line. They also have ADR.

It might be a good idea not to come on here and use the forum to bash a casino and not provide truthful details.
 

Bippityboppityboo

Newbie member
Joined
Feb 18, 2019
Location
Fareham
Yes. I said they had a form which was completed and submitted several times over but I was ignored. I was blocked on messenger. Yes I do have screenshots but quite frankly I’m not going to share them while there’s an active investigation going on. I’m pretty sure they don’t have a telephone number but if it’s there then I missed it. I don’t think having the ADR buried in the T&C’s is particularly clear. Other sites have sections regarding their complaints procedure and signpost to the UKGC and whoever their ADR is. Unless Mongoose has a super duper secret section I can’t see then it doesn’t exist. Also the email address that pings back is purely for the ticket - I wanted a customer support email address but had to really push for this. I only had a proper response from the support email address. So please don’t accuse me of things that are bull.

And I wish this was made up. I’d be a lot less stressed! Well you can’t help some people I guess. Tatty bye byes!!
 

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
Yes. I said they had a form which was completed and submitted several times over but I was ignored. I was blocked on messenger. Yes I do have screenshots but quite frankly I’m not going to share them while there’s an active investigation going on. I’m pretty sure they don’t have a telephone number but if it’s there then I missed it. I don’t think having the ADR buried in the T&C’s is particularly clear. Other sites have sections regarding their complaints procedure and signpost to the UKGC and whoever their ADR is. Unless Mongoose has a super duper secret section I can’t see then it doesn’t exist. Also the email address that pings back is purely for the ticket - I wanted a customer support email address but had to really push for this. I only had a proper response from the support email address. So please don’t accuse me of things that are bull.

And I wish this was made up. I’d be a lot less stressed! Well you can’t help some people I guess. Tatty bye byes!!
They do have a number listed yes - I came across it as quick as the email - in fact, I believe its right below it

It's a UK number and I see youre from England. Worth a call perhaps?
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
Online forms got ignored!

How long did you give them to respond?

We're a bit short of facts here and long on vitriol.

You're not warning anybody - all I see is a player having an issue about things other posters have shown not to be correct, such as lack of ADR, phone number etc?
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
So far I see no evidence that the casino has done anything wrong. Their site is compliant, I even met these people last week and agreed to promote them.
Casinos are not obliged to respond to social media or to have a presence on it. You will only be blocked if you are harassing them. As I said, we cannot help unless we know exactly what it is you're trying to achieve when you communicate with them. You sound desperate about something, that's for sure!
 

brianmon

Ueber Meister
webby
mm4
Joined
May 22, 2013
Location
Cumbria
The only problem I've had with them, is the speed of withdrawals. It took a week for a bank transfer withdrawal to reach my bank. 48+ hours of that time the withdrawal was pending. The only reason i used a bank transfer was that there was a £300 limit on debit card withdrawals :confused:

Although I must say, my documents were approved within minutes.

The bonus terms are really good - all slots count 100%, max bet £10, 30xB and IIRC cash play counts towards the wagering, so you don't just start wagering once you hit the bonus money. And the cash balance is always withdrawable
 

Nicola

Closed Account
Joined
Jan 22, 2013
Location
Malta
I have been aware of the OPs issue since Monday evening and have spent several hours looking into the matter on her behalf. However, during this time I have seen some of the communications between the casino and also her social media postings on the casino in question. Using threatening behaviour, slanderous social posts or strong language against the operator is never going to help a complaint.

Opening complaints with every web site or forum also doesn't help proceedings. I am aware of at least three people also looking into this complaint already and as soon as I saw the subject of this post I knew what to expect!

Mongoose are a new casino and by all standards a pretty decent outfit. They were at LAC the other week with a good team and certainly don't deserve threads like this. After all, this is a player who lost her deposits and now wants them back for no apparent reason other than personal responsible gambling issues.
 

lockinlove

Staring into the sun
PABaccred
Joined
Jan 17, 2014
Location
Canada
I have been aware of the OPs issue since Monday evening and have spent several hours looking into the matter on her behalf. However, during this time I have seen some of the communications between the casino and also her social media postings on the casino in question. Using threatening behaviour, slanderous social posts or strong language against the operator is never going to help a complaint.

Opening complaints with every web site or forum also doesn't help proceedings. I am aware of at least three people also looking into this complaint already and as soon as I saw the subject of this post I knew what to expect!

Mongoose are a new casino and by all standards a pretty decent outfit. They were at LAC the other week with a good team and certainly don't deserve threads like this. After all, this is a player who lost her deposits and now wants them back for no apparent reason other than personal responsible gambling issues.

Im so surprised she is acting like that :rolleyes:
 
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