Resolved Name and shame: Mansion Casino

[And]

Short story: They've invited me to an exclusive $700 bonus, which should be released after wagering. They claimed they've added $350 to my account in the middle of wagering (I never noticed), and then I'm not entitled to any more.
It took more than 10 days to reply to my original question, and to my next query they sent a blank email. I've contacted their rep via PM around 10 days ago, he also ignores me (although he logged in in the last days).

Long story:

Sent: 11/2/2007


Hello

I was invited to a $700 match bonus - I made the deposit a while ago, got a confiramtion popup that it will be paid after wagering $35 000. Now live chat told me I've wagered in excess of $36 000 but the bonus hasn't been released to my account.


Received: 11/12/2007

Hello,



Thank you for your e-mail regarding your Casino Bonus.



After reviewing your account we can see that you only met half of your wagering requirement sto release $700 bonus so we therefore released 50% of his bonus ($350).



You only reached the full wagering requirement by using this bonus so he is not eligible to recieve any further bonus.



We hope this clarifies our promotional requirements; however should you require further assistance please do not hesitate to contact us.



Kindest regards,



Michael


Sent: 11/12/2007

Dear Michael,

I have wagered the required amount ($35000).
Nobody asked you to release half of my bonus prematurely so I should not bear the "consequences".
Furthermore, when I logged in after you allegedly released half of my bonus I remember to have a balance of less than $350 anyways. I might be wrong but for the avoidance of doubt can you email me my bet history of
(a) the last bets with account balance when I logged out before you applied the bonus
(b) the first bets with account balance when I logged in and you applied the bonus

Also I think that I'm entitled to the full amount ($700) and I also do think that your response time (10 days) is problematic, especially that I'm a loyal customer for a long time, having used your site for sportsbetting for more than a year as well.
Should these problems not be addressed shortly, I'm considering to make a complaint at the Casinomeister forum as well.

Kind regards
Andy6

[Christoff]

that's a shame - you should follow this through as you appear to be in the right

[babs7262]

Did things work out for you? Good Luck and I hope you get your money

[BingoT]

That really *&^%* go after them.
Fight to the end.
Good Luck to you.
B-T

[And]

No reply to the PM sent 3 weeks ago to their rep. Customer Services also ignore me.
They can't even say they didn't get my message, because I always get an automatic reply that they receievd my email.

What are my options? PAB or, can I complain to the Gibraltar Authorities? (I think they are licensed in Gibraltar).

[vinylweatherman]

Originally Posted by And

No reply to the PM sent 3 weeks ago to their rep. Customer Services also ignore me.
They can't even say they didn't get my message, because I always get an automatic reply that they receievd my email.

What are my options? PAB or, can I complain to the Gibraltar Authorities? (I think they are licensed in Gibraltar).

PAB might be the best option. Bryan can give the rep here a prod in the hope he will address your PM. The fact you get an autoreply does show that CS are ignoring you, either by design or incompetence. Do you have phone access to them, it is harder to ignore that without them being clear about doing so by refusing to address the issue or just hanging up when they find out who you are. If you DO get clearly ignored, then after the PAB has had time to work through the system, try complaining to the Gibraltar authorities that you are deliberately being ignored by the casino who refuse to address the issues. Gibraltar licencing does not necessarily mean a good operation, look at all the trouble a while back with Reef Club and 888.com!
In complete contrast, 32Red is licenced in Gibraltar, and complaints are few, and are usually down to simple misunderstandings that are quickly resolved.

[lauriejim]

good luck and i hope this gets resolved and you get your money soon..............laurie

[cyprean]

There's bad support and then there is Mansion.

Their live chat is somewhat better, I suggest that you try that too.

[maxd]

I'll sent a PM to the rep re: this thread. Hopefully that'll get some action on this.

[vinylweatherman]

I have just received a scratchcard in the post from Mansion. They want me to try their casino again with their new software (Playtech). This thread, though, does not fill me with confidence. There are enough reputable casinos with substandard levels of CS, so while I may play the free chip in a moment of boredom, I doubt it will have the intended effect of making me want to deposit again.
Still, it's another sheet of A4 printed on one side only, for which my printer gives thanks