Mansion: The Good and the Bad

[free4all]

I signed up at Mansion on Tuesday, July 18, before they changed their promotion. I deposited $200 and played some Casino War (not excluded or discounted in the T&C) before going to bed. I played some more on the afternoon of the 19th and checked my wagering requirements periodically. I found the WR to be lower than I expected, and thought there might be a delay with the system reflecting my wagers. It wasn't until the very end when I finally put two and two together, and realized that my wagering was only being counted at 50%, which is consistent with their terms and conditions for their new promotion.

Old T&C: Here
New T&C: Here

I contacted support, who told me to try again in an hour when the casino manager was going to be in.

Here's a transcript of what happened during my conversation with Sarah:

MANSION Sarah M has joined the chat.
Me Hi there Sarah
Me Hello?
Mansion Hi <me>
Mansion Sorry about the delay there
Mansion I believe you wanted to speak to me about your bonus?
Me That's correct
Me I created an account here at Mansion around this time last night.
Mansion ok
Me I played some and when I returned in the morning, you guys had a new promotion in place. I asked whether I would be eligible for the new $1000 match bonus, but was told no.
Me I played some Casino War tonight (just as I was finishing up my wagering requirements) when I realized that it was only being counted at 50%.
Me As I understand it, Anthony can't do anything for me, but perhaps you can? I know the casino reserves the right to change the terms at any time, but the onus is puts on the player to predict when these changes take place is unreasonable.
Me If I created my account and deposited before the promotion changed, I believe I should be able to complete it under the old terms and conditions, which is consistent with industry practice.
Mansion I'm just going to take a look at your account and some related info <me>
Mansion Bear with me just a minute
Me Thank you
Mansion I've just taken a look at your account <me> and your bonus has actually already been released to your account
Me In the process of clearing that bonus, I played more Casino War than was necessary, during which I lost over $100.
Me When I say "that necessary", I am referring to the 50% credit towards my wagering requirements which I should not be subject to.
Mansion Bear with me just another couple of minutes <me>
Me Thank you
Mansion Ok, I've taken a look at your account and you're absolutely correct. You made your deposit at 02:52 am and the new bonus terms didn't take effect until 10:00am so you should be on the old bonus terms.
Mansion I'll need to take some time to go through your wagers to calculate how many more you've made and I'll arrange for any refund to be added to your account.
Me That would be fantastic.
Mansion It's my pleasure <me>, I'm just happy I could help.
Mansion Can I just check your email address is <my e-mail>?
Me Would I still be able to claim the second and third deposit bonuses that were advertised when I signed up?
Me Yes, that's correct.
Mansion Yes of course but they will be on the new bonus terms
Me I would prefer the older terms (albeit with a smaller bonus).
Mansion In a perfect world I would give that to you but unfortunately any bonuses from here on in will have to be under the new bonus terms
Mansion I am sorry about that <me>
Mansion I will sort out the first bonus for you just now though
Me I'm not quite prepared to play 20 times the deposit + bonus, which is a lot more than what was advertised when I signed up. Had I known you guys were going to change the promotion, I would have deposited thrice at the same time
Mansion I understand that but we have changed the bonus in order to make it more attractive to our players. The big benefit of it is that you can actually play in both casino and poker in order to activate your bonus which makes it much better for most MANSION players as we do operate a one account policy meaning you can use your account to play in all sections of our site.
Me I'm very grateful with regards to your help for my initial deposit bonus, but I only bet on sports and occasionally gamble in the casinos. I've been looking for a new sportsbook since my current one is under investigation by US authorities. The way Mansion arbitrarily sets its cut-off dates is quite disheartening.
Mansion I understand that this may not be suitable to each and every player but we have to try to ensure that the offers we have are suitable to the majority of our players
Mansion I am sorry to hear that and I will certainly pass those comments on to our Betting Department. We do take feedback from players and try to act on it where possible
Me I understand that you may not be able to reinstate the exact same bonus with the 100% wagering requirements for Casino War. Is there something else perhaps you could offer me? Playing through the wagering requirements required by the new bonus is not what I intended when I signed up.
Mansion Unfortunately the only thing I can do for you is sort out the issue with the initial bonus. As no other bonuses were affected by the change in terms as you have not made any other deposits I do unfortunately have to stand by the terms that we have as they do state that they are effective from 10am GMT on the 19th January.
Me I understand. Thanks anyways for your time.
Me You were very helpful.
Mansion You're welcome <me> and I'll email you just as soon as I've sorted out your wagering for the 1st deposit
Me Thanks again.
Mansion Thank you. If you need anything else you can ask for me personally and I'll be more than happy to help.
Me Have a good night Sarah.

So... I'm very happy with the resolution regarding my first bonus. I figured I lost over $100 playing the additional Casino War wagering requirements that I shouldn't have had to play, and Sarah agreed to review my account play-by-play, and refund me anything I lost .

Nonetheless, I am disappointed I will not be able to complete the second and third bonuses (which were superior to my first deposit bonus). I am happy with the service provided by their customer support, but not quite satisfied with not letting me complete the second and third bonuses under my original terms and conditions. It would seem contradictory that they would apply the original terms and conditions to my first deposit, but refuse to do so for the subsequent second and third deposits. There are better casinos out there for leisurely play, and until something changes, I will be taking my casino AND sportsbook business elsewhere.

[NoMouthToScream]

That sounds like a good CSR imho. She had to follow her company's rules and she did it fully. Although the change in the policy without notice is kinda , everything was fixed. Can't really blame them for not allowing old policy on new deposits. But of course you gotta go where you feel you are best suited.

[silcnlayc]

I really enjoyed thier games but after 10 deposits (over a 2 month period) and less than 5-10 minutes entertainment each time ( at minimum bets) ...I have learned a hard lesson...

for I need to only play here in PLAY mode, for I have never gone this long at any one casino without at least one decent win under my belt for the amount of deposits (regardless of whether I give it back or not, which I usually do but have FUN doing it ), I just would have loved to play a little longer during my sessions in this casino...NO more deposits for a long, long time....great games tho!

I even e-mailed them and asked if there is ANYONE that has ever won or cashed out there, for with the play I have had, it seems like an unreachable goal...time to move on for me once again....

[WAYLANDER]

That seems like a very good solution to me!
I dont believe very many casino's would refund you the $100 lost during the extra wagering.... after all ..
If you had won $100 doing the extra wagering would you of contacted support asking to give it back to them?

WAYLANDER

[silcnlayc]

I figured I would give them one more try and then I get this (my own fault for going back and giving them another shot at MY money). This was sent on the 9th of September...

Thank you for your email. Your Service Request Number is :
We will endeavour to respond to you within the next 24 hours.

Should your enquiry be one of an urgent nature you may wish to call us on +350
41000 (International Call Charges May Apply) and one of our Customer Service
Specialists will call you straight back.

In the meantime, you may wish to browse our comprehensive 'Help/FAQ' section
which can be found on our website MANSION - Online Poker, Casino and Sports Betting (MANSION.com) .

Thank you for contacting MANSION and we look forward to being of assistance.

Kindest regards

MANSION Member Services
customerservice@mansion.com
+350 41000

-----Original Message-----
From: silcnlayc
Sent: 10/09/2006 06:01:29
To: customerservice@mansion.com
Subject: Withdrawal

I would like to withdraw my deposit since I cannot play at your casino till
the 13th when my limit expires. Somehow I messed up my limits when I was
looking at my account and now I cannot play with funds I have already
deposited.

I was told I have to contact customer service to withdraw funds that were
just deposited and I have to have ID to withdraw these funds. Totally
ridiculous for I just deposited these funds and am requesting them sent back
to where they came from which is Neteller who has all my personal
information on record. I don't know why I would need to send ID to you for
funds that are MINE and aren't even winnings.

Attached, you will find my license . I am expecting my funds
returned within 24 hours.

And then today I get this (the 13th of September, 3+ days AFTER my request and the only thing BOLDED)

Please take the time to read the following important information as failure to do so may result in a longer than necessary withdrawal verification process.

Since I immediately sent my photo ID on the 9th of September and then receiving this today, I felt that they were quietly threatening me with this and I also feel that now, they will intentionally delay my withdrawal.

I also went in to change the settings as the cs I spoke with said to do today and now it states my account is locked until the 19th of this month, geezes.... and it says its for my own good cause I set the limit at 1.00 (which I told them was an accident right away) and my funds are still sitting in my account that I CAN'T USE.......Truly a ridiculou set of circumstances and that will not be happening again if I ever get my money back!!!!!!!!! Beware of this casino people!~

[bpb]

Personally, I think its a good thing that they have a "waiting period" before any betting limits that you yourself set (albeit accidently) can be modified. Self imposed betting limits would be pretty useless otherwise.

I see nothing threatening in their email suggesting that you read the information carefully. If anyone was being threatening, it was you demanding your funds back within 24 hrs.

When you register an account at mansion, you have to specifically check off a box stating that you understand that you will be required to send in ID in order to cashout. They do their best to make sure that you understand that before you make your first deposit. Don't like it, don't deposit. I understand that it's a pain in the ass. I also understand that its frustrating to send in ID to withdraw your original deposit back to Neteller. I also think its very nice of Mansion to not pass on all the fees they incurred relating to your deposit, seeing as you gave them no action whatsoever.


I've personally done extremely well at mansion. But I'm not advising anyone to deposit their life savings there and go crazy. That would be irresponsible. I think its equally irresponsible to suggest that people avoid them because YOU haven't done as well there. "OMG MANSION IS RIGGED CAUSE I DIDN'T WIN" isn't a particularly compelling argument.

[silcnlayc]

"OMG MANSION IS RIGGED CAUSE I DIDN'T WIN"

Where in the world did you see this even suggested in my post?

What I am very upset over was that I was told my account would be accessible on the 13th (which is today and I still can't) lie #1, then, I ask if they can "fix" my blunder , which it was my mistake, yes, and they again repeat, it is there to "protect" me.

Now, why in the world if it is STATED a mistake, can they not fix it??? Ok, I left it alone, but deep down I am starting to simmer for now they have MY money for 3 days in holding all because they don't have something to REJECT a deposit when something like this happens, instead they proceed to TAKE your money whether you're supposed to be playing or not...makes no sense..If I am not allowed to play, why take the funds, in the first place?? That is what is bothering me!

They don't seem to have a problem TAKING the funds when my account shows I AM NOT SUPPOSED TO BE PLAYING....even if it was by accident, so why should I SUFFER something THEY shouldn't have done in the first place, TAKING the funds, when they could have just as easily said, you cannot deposit for you're over your limit for this month, just as they are saying YOU CAN'T play but I will hold you're money as long it takes to check you out and to give it back to you in my time????

Please take the time to read the following important information as failure to do so may result in a longer than necessary withdrawal verification process.

Why do they need to send this when I have waited out my 3 days time ALREADY, and sent in what they requested ALREADY??? Even if I demanded my funds back in 24hours, that should have been honored in my opinion, since THEY did not stop the deposit into an account that was not supposed to be playing and then LOCKED it??

Hello??? How is this protecting ME?? It just shows that all these "safeguards" that casinos say they implement, they implement for their benifit, NOT the players....How many other players monies have they kept for the 3+ days stating it's for their own good when in reality, the casino is making out like a bandit with all the "holds"??

Yes I am pissed, and if I have offended anyone, it was done unintentionally....and apologies to all that I have, ahead of time...

[BobbySoxs]

That seems like a very good solution to me!
I dont believe very many casino's would refund you the $100 lost during the extra wagering.... after all ..
If you had won $100 doing the extra wagering would you of contacted support asking to give it back to them?

WAYLANDER

I went to cash in my Poker checks about 25 years ago and I thot I had an extra $25
while playing in the kiddies game. When I told the cashier they spent about ten minutes
counting all THEIR chips($10,000's) and said no it was mine.

[paul02085]

Where in the world did you see this even suggested in my post?

What I am very upset over was that I was told my account would be accessible on the 13th (which is today and I still can't) lie #1, then, I ask if they can "fix" my blunder , which it was my mistake, yes, and they again repeat, it is there to "protect" me.

Now, why in the world if it is STATED a mistake, can they not fix it??? Ok, I left it alone, but deep down I am starting to simmer for now they have MY money for 3 days in holding all because they don't have something to REJECT a deposit when something like this happens, instead they proceed to TAKE your money whether you're supposed to be playing or not...makes no sense..If I am not allowed to play, why take the funds, in the first place?? That is what is bothering me!

They don't seem to have a problem TAKING the funds when my account shows I AM NOT SUPPOSED TO BE PLAYING....even if it was by accident, so why should I SUFFER something THEY shouldn't have done in the first place, TAKING the funds, when they could have just as easily said, you cannot deposit for you're over your limit for this month, just as they are saying YOU CAN'T play but I will hold you're money as long it takes to check you out and to give it back to you in my time????Why do they need to send this when I have waited out my 3 days time ALREADY, and sent in what they requested ALREADY??? Even if I demanded my funds back in 24hours, that should have been honored in my opinion, since THEY did not stop the deposit into an account that was not supposed to be playing and then LOCKED it??

Hello??? How is this protecting ME?? It just shows that all these "safeguards" that casinos say they implement, they implement for their benifit, NOT the players....How many other players monies have they kept for the 3+ days stating it's for their own good when in reality, the casino is making out like a bandit with all the "holds"??

Yes I am pissed, and if I have offended anyone, it was done unintentionally....and apologies to all that I have, ahead of time...

Silc, i think you should demand that they give you a big BONUS for the troubles.

[silcnlayc]

It is now 4 days +

In view of this, please allow 3 business days for this information to be reviewed and verified prior to requesting withdrawal. Should we require further information, we will contact you within 48 hours from receipt of your documents.

MY money is still in THEIR account.......totally uncalled for and definitely bad service since they have not contacted me except to tell me to READ the withdrawal information AFTER I sent them everything and requested my withdrawal...geezes...