Bonus Issues at Mansion Casino

**soflat** · 3rd August 2006, 05:15 PM

Originally Posted by brutaldeluxe

Hence they are saying cos I won at video poker and lost the cash elsewhere it doesn't matter they were cheating.
I replied with the email I posted above and got the yes thankyou we passed your feedback on email hence me thinking I am getting ignored.

That reply from Mansion is lame. Maybe it was from a temp or just someone who has no clue. I hope so anyways.

They should just credit players automatically, because otherwise we are probably going to face a lot of these types of responses as we individually beg for our rebates.

**jeremiahsjohnso** · 4th August 2006, 01:13 AM

Originally Posted by soflat

That reply from Mansion is lame. Maybe it was from a temp or just someone who has no clue. I hope so anyways.

They should just credit players automatically, because otherwise we are probably going to face a lot of these types of responses as we individually beg for our rebates.

Of course, if they did that, they'd have to give rebates to a whole bunch of people, not just the subset who (1) read this thread, and (2) have the ability/interest/time to complain.

If they aren't going to issue automatic refunds to everyone, I'd at least suggest that they send that same letter that was posted here to every member of their casino. (They may already have plans to do that; I certainly hope so.)

**Lifesticks** · 4th August 2006, 02:50 AM

Originally Posted by jeremiahsjohnso

If they aren't going to issue automatic refunds to everyone, I'd at least suggest that they send that same letter that was posted here to every member of their casino. (They may already have plans to do that; I certainly hope so.)

Judging by everything I�ve read and experienced at Mansion so far, I think that is about as likely as actually making a profit there.

**pangloss** · 4th August 2006, 03:34 AM

Originally Posted by Casinomeister

MANSION Casino

We can confirm that we have looked into our Video Poker games.

We accept responsibility that there was an error and indeed cards were reappearing, this was corrected on Thursday the 27th of July.

We confirm that the games have been corrected now, and that cards that appear are 'new' and recycled cards are not dealt to the player.

We advise any player who feels they were affected by this software error to contact us at customerservice@mansion.com and we can look at the individual game play and make efforts to recompense you.

MANSION apologises for the inconvenience and confusion this has caused.

Regards,

MANSION Casino

This is the "English Harbour" defence that is now going to be trotted out every time a Casino is caught with it's pants down.

Like English Harbour, this Casino is inclined to prevaricate one issue after another whether it be awarding Bonus, cheating software and/or providing compensation for affected players.

If a zero-tolerance policy is not enforced here then what is to stop every on-line Casino from cying "English Harbour - oops, sorry it's the technicians you know" before proceeding with business as usual.

If Mansion Casino truly regret this fiasco we should be witnessing an urgent communication with every video player and arranging just compensation according to an appropriate formula. Instead we get nothing of the sort.

In an earlier post CM (response to Britaldeluxe "Why don't you just chill, and give them a chance to look into your situation?") implied victims in this sorry affair are at fault for expressing a little impatience. Fair go CM - this Casino does nothing to rectify the wrongs until it is dragged screaming to a position of accountability. Players are entitled to be and remain sceptical because we have heard all this before in the not too distant past. And this is just another shameful episode of shafting players.

....

**soflat** · 4th August 2006, 05:45 AM

Originally Posted by jeremiahsjohnso

Of course, if they did that, they'd have to give rebates to a whole bunch of people, not just the subset who (1) read this thread, and (2) have the ability/interest/time to complain.

Probably, but if it were a genuine accident then they shouldn't mind paying it to everyone. Afterall, there is still a house edge with their video poker even if they don't recycle cards and Mansion has been spending a lot of money marketing in various media in the United States. So clearly they care about their reputation.

**Linus** · 4th August 2006, 05:48 AM

Our Casino Department have investigated the issue you query and advise the following:

You have profited from Video Poker to the sum of 49.75 and your loss was through playing Black Jack, where you lost all of your deposit amounts.

If you should require any further help or assistance, please do not hesitate to contact us.

Kind regards

Paul U

MANSION Member Services

Lame.

If the "accident," or whatever, cost 2% or 3%, that's what should be returned to players.

They must think their players are imbeciles.

**spearmaster** · 4th August 2006, 07:24 AM

Originally Posted by Casinomeister

MANSION Casino

We can confirm that we have looked into our Video Poker games.

We accept responsibility that there was an error and indeed cards were reappearing, this was corrected on Thursday the 27th of July.

We confirm that the games have been corrected now, and that cards that appear are 'new' and recycled cards are not dealt to the player.

We advise any player who feels they were affected by this software error to contact us at customerservice@mansion.com and we can look at the individual game play and make efforts to recompense you.

MANSION apologises for the inconvenience and confusion this has caused.

Regards,

MANSION Casino

Unacceptable. They should review their logs and pay accordingly, the onus should not be on the player to check what they cannot possibly check themselves.

Originally Posted by pangloss

This is the "English Harbour" defence that is now going to be trotted out every time a Casino is caught with it's pants down.

This is NOT the EH defence - if you recall, they checked their own logs and paid everyone affected with 20% additional compensation.

What Mansion is doing here is far, far worse - simply inexcusable.

**thelawnet** · 4th August 2006, 12:24 PM

Originally Posted by brutaldeluxe

Oh I just realised I didn't post this...

Hence they are saying cos I won at video poker and lost the cash elsewhere it doesn't matter they were cheating.
I replied with the email I posted above and got the yes thankyou we passed your feedback on email hence me thinking I am getting ignored.

complete bullshit. Imagine if I hit a royal for 1k first hand, and then wagered another 20k and in doing so lost 1k. My loss would be zero, but if they had played by the rules I would have expected to lose only about 400.

It's very very simple: issue 3% refunds on every cent wagered to every player. Win or lose.

Anything else would be wrong, and proves them to be either clueless or crooked.

They should be given 2 weeks to refund every player (without making them beg for it) or else be added to the rogue list.

**sal monella** · 4th August 2006, 12:32 PM

Just received my reply from Mansion. They say I profited against the house, and am therefore not entitled to compensation.

As I posted at the time, their 5x bonus was very generous, so even though I lost heavily at video poker, I was still able to cash out the entire amount of my deposits plus a couple dollars of bonus money.

**Mousey** · 4th August 2006, 12:38 PM

MANSION apologises for the inconvenience and confusion this has caused.

I think, perhaps, they should have spent a little more time writing up their statement. But then maybe I'm one of those 'confused' since I don't take recycled cards in a VP game lightly. And I hate to say it, but I think the 'error' was Mansion underestimating their players. Purely my opinon. Will I play there? No, thank you.