Mangowin Casino - El jugador aún no ha recibido las ganancias.

I don't have any problems in my Withdrawals before, not until now it's more than a week since my withdrawal but it is still pending. Customer service is not online and not responsive, I don't know who to contact aside from the customer service. I hope you can help me with this.

Dear Tel112815,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Tel112815,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Nick,

Good day. As of the moment, I still haven't received my withdrawals, it is still pending and the customer service are not responsive nor online. Please help me on this. Thank you.

Dear Tel112815, 

Is your account already fully verified? Have you ever received any withdrawal from the casino before?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Yes, I am fully verified and I did received withdrawals before from this casino.

Hi Nick, 

Appreciate if you could share to me what time should I check this complaint so I can reply immediately once you have replied. Thank you. 

Hi Nick,

A gentle follow up on your response. Thank you.

Any update on this? The complaint was sent 1 week ago and there's still no progress if this will be resolved or not

Hi Nick,

I would like to here an update regarding this case.

Thank you Tel112815 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

I waited for 4 days and now you want me to wait again for another 6 days just to got a feedback?

Hi Tel112815,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino and we'll see what can be done if they reply.

Dear Mangowin Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's withdrawal requests and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email, natalia.b@casino.guru

Kind regards,

Natalia

Thank you Natalia, I hope Mangowin will reply here because honestly their customer service was not responsive or online since September 1 and I don't know who to contact anymore.

Hi Natalia,

I have sent you an email for mybproofs that might help you to investigate this case.

Thank you

Dear Tel112815, thank you, I received your email.

We're still waiting for the response from Mangowin Casino, hopefully, we'll hear from them soon.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Tel112815, I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia