Mansion group voids 24K on false information VIPHOST

[quber]

They have a link to Ibas on their site so they must be using them as the dispute handler which they have to have for the UK license

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contact them and they will contact mansion, despite what people say on here they are independent and do find in favour of the player at times.

Also contact the Gib officials at

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they also will contact Mansion.

This at least will let them know that you aren't going to just drop it and walk away, they will know by your depositing level that you could quite comfortably retain a lawyer as well, you have the proof, use it.

 

[GamblerXXXl]

Well I got BIG news after an email from the support of Mansion casino, there was a statement that my case would be revised, they needed to talk to me in person on the phone. I received the call from the higher manager, in the believe that they want to figure the case out guess what!!! I got a non stop story from the manager about that "it was not there fault and they can't prevent the staff that was working for them of making a mistake".

The main reason of the manager was that "if a staff members makes a mistake that costs the casino money they always fall back on the terms (an example of staff member making a 3 million euro mistake was brought forward)".
I was a good customer since 2010 and he was really sorry for what has happened to me but the casino decision was to close all my accounts return the funds in all my accounts (didn't see any money as of yet) and make no contact with me anymore, as the post on Casinomeister was not tolerated and the damage to the casino has been done.

It was a phone conversation of 20 minutes about him telling me how good the casino was and what kind of big things they have achieved with the casino and a sponsor deal with the soccer club Portsmounth i couldn't believe what I was hearing. Everything what I told to defend myself he told me it's was in the terms and condtions and there was nothing they could do about it. When I mentioned the staff member he said it was a rookie trainee that just worked in the casino (yeah right he was a special VIP host in the higher levels of the casino).

He also was going on over the 5000 that they offered me that it was a fair and good offer, it was an unpleasant phone call when the one way talk of 20 minutes finished and we had a debate and after 10 minutes of going nowhere I was done with it.
Taking it to the next level now, I will follow the advise and file the complaint with the license provider (which was completely legit as the higher manager of Mansion said.) As I don't have so much time to really make it legal case as of yet..

 

[polli123]

I would accept the 5.000€.

I have a bad feeling abouth this, better than getting zero in the end.

 

[dunover]

I would accept the 5.000€.

I have a bad feeling abouth this, better than getting zero in the end.

I can see why you would say that but that simply makes their 'offer' an ultimatum - 'our way or the highway mate!' irrespective of wrongs and rights.

For them to mention 'damage to their business because you went public' is again bullying talk to guilt the OP into accepting an inferior offer. The casino made a mistake ad the OP should be paid - look at the decent way 32red responded when they mistakenly gave a player 1k extra bonus!

All I can say is good luck to the OP as if this is the attitude of a 'better' Playtech, god help those that play at the poorer ones. IMO the only PT sites that should be accredited are those which pay jackpots all in ONE payment as they receive it from PT and don't apply the 96hr. pending BS.

And I still maintain that those who insist on playing Playtech do so at ONLY the big bookies' sites. You'll get paid faster, have better CS usually and will not get pissed about should you win a jackpot in the manner of 'Hey, we got your 4 million and neither we not PT give a stuff about us feeding you your money over 9 months/years/decades.'

Players take note.....

 

[curremon]

Littlepit of topic but how many playtech casinos there is what doesnt have long pending perioids ?
I think i know only one and its everest what pays allmost instantly.
Omni and fly has 24-48hours ?

 

[curremon]

Little bit of topic but how many playtech casinos there is what doesnt have long pending perioids ?
I think i know only one and its everest what pays allmost instantly.
Omni and fly has 24-48hours ?

sorry for doublepost

 

[quber]

They are offering you 5,000 because you have ruined their reputation on here, do they not think that if they settled it all they would cancel out all the bad publicity and turn it around, instead of just confirming that the bad publicity was warranted?

 

[GoldenGhoul]

They are offering you 5,000 because you have ruined their reputation on here, do they not think that if they settled it all they would cancel out all the bad publicity and turn it around, instead of just confirming that the bad publicity was warranted?

I'll take a wild guess here: they don't care, they're just not planning to pay, and that's that

 

[GamblerXXXl]

They wrote this to me after I made the post on Casinomeister.


As you are aware, the written T&Cs of our promotions are legally binding notwithstanding any inaccurate statements or advice given by our agents.

You have already publicised this dispute in the Casinomeister Forum, therefore we have already experienced damage to our reputation.

In accordance with the website T&Cs, which you expressly to abide by when you registered an account with us, you should have followed the established complaints procedure by referring the matter to the Gibraltar Gambling
Commissioner.



USERNAME:****

CASINO: LesaCasino.com

****** (“the Player”) agrees with Onisac Ltd (the “Company”) the following:

1. To accept the sum of € 5,000 in full and final settlement of the ongoing matter.

This sum will be settled in full in one instalment of € 5,000 made no later than 14 days after receipt of this disclaimer, signed by the Player.

2. That the sum of € 5,000 is accepted by the Player as full and final settlement of this issue and that the Player accepts that it has no outstanding claims or disputes with the Company and the Player will not take any actions against the Company arising out of or connected with its previous course of dealings with the Company.

3. That this matter is Private and Confidential and the Player will not disclose any aspect of this issue to any third party or on any online or offline publication or forum, now or at any time in the future, except for as follows: player will post a message on the Casinomesiter forum, in response to his original complaint, stating that there was a misunderstanding on his behalf and the issue has been satisfactorily resolved.



I don't think much people will settle in my situation when they received this letter after 5 weeks of radio silence...

 

[cncas2123]

The basics as I see are that you asked on more than one occasion whether there was a max bet on the bonus. You were told that it would be waived for you, and in good faith you proceeded to play and had a bit of success. You did all you could to ascertain what the restrictions where, and you were misinformed by their representative,so its up to them to settle in full as you did everything by the book, and you have the proof.
Also it brings forward the question, would your deposits have been returned if you had lost because you failed to adhere to T&C's that you had been told didnt apply?I think not!!!
I am glad I dont have an account with Mansion, and I hope anyone who reads this and has an account stops playing there.

 

[GamblerXXXl]

Update: Complaint filed with Gibraltar commission it received I will keep the forum know if there is any updates..

 

[jimbler]

Any reason it's taken so long to file a complaint? Were you still negotiating with them?

 

[GamblerXXXl]

Any reason it's taken so long to file a complaint? Were you still negotiating with them?

My lawyer did some phone calls and it was hard to reach them (higher manager), they only wanted to talk on the phone as they don't want to respond to any email anymore.. We build up a nice strong case and see what the outcome is of the commission.

 

[nutnut]

I hope you win and they pay all the lawyer fees. Also contact the dailymail or whatever papers.

 

[shewoff]

My heart goes out to the OP in this debacle of a casino,s indignant behavior too a VIP and HIGH-ROLLER when they hire the help? I was at one time in my life a HIGH-ROLLER depositing $500 to $1500 at a bounce and I was also a winner on many level,s and once they take the MOST they can it is all but over? It,s a damn shame that we the player,s will be lead to the end by big bonus,s and lie,s. It is a great example of a casino that should be Tarred and Feathered in so many way,s. The fact that it all came back that it was your fault is the standard way they usually get away with it. But your wisdom will hit them where it count,s if your attorney is worth his or her salt, it will go your way. Best Of Luck and don,t give in or up. Peace Out! Out Of The Mist! shewoff​

 

[cnichas]

Maintain a Lock Jaw

This is shocking news but not surprising at all coming from the Mansion group, Stand your ground with a lock jaw as aggressive as a Pitbull
They deserve to be named and shamed , I personly will be using them as a clear example of the kind of casino to avoid , I hope you find resalution GamblerX

 

[dunover]

Update: Complaint filed with Gibraltar commission it received I will keep the forum know if there is any updates..

Good luck with that.

They are flaccid and in the pockets of the casinos though. Especially c*ss*va/888 and many of the big Playtech platform bookies. They even tried to excuse bent software because the player who spotted it was using a wrong ID.
(Spielo thread)

 

[Biti]

is there any update on this?

 

[petro]

"it was not there fault and they can't prevent the staff that was working for them of making a mistake".

That's an interesting argument, I've seen it before, 32Red tried to deny a payment for it but later paid up. See: https://www.casinomeister.com/forums/threads/32red-vs-joseph3-expensive-mistake.63858/

I had a problem with one of my utility providers which has the same structure. A rep on the phone told me I could pay my bill in instalments without being charged overdue fees. So I payed in instalments but I still got charged overdue fees. I complained about it and they said the rep shouldn't have told me that and they never removed the overdue fees.
I'm still bitter about that...

 

[vinylweatherman]

That's an interesting argument, I've seen it before, 32Red tried to deny a payment for it but later paid up. See: https://www.casinomeister.com/forums/threads/32red-vs-joseph3-expensive-mistake.63858/

I had a problem with one of my utility providers which has the same structure. A rep on the phone told me I could pay my bill in instalments without being charged overdue fees. So I payed in instalments but I still got charged overdue fees. I complained about it and they said the rep shouldn't have told me that and they never removed the overdue fees.
I'm still bitter about that...

Funny how there is such a thing as a "verbal contract", where you agree to something over the phone, such as an 18 month phone contract, yet it doesn't seem to work the other way (or does it, maybe you just have to take them to court).

I bet they wouldn't like it if you stopped paying and they complained that you agreed to pay them by instalments, and you said "That must have been my wife/husband/son, they shouldn't have said that, this will have to be settled by a formal court hearing".

 

[The Prospect]

Mansion group

I am a member of the mansion.com casino. Never had a problem up to yet but i don't always opt in for the bonus' but when i have the bonus was always added and i always had a good experience playing with the added money. Although i'm not a vip, far from it in fact lol. But i do think i am a regular customer and they are always helpful in the live chat.. So up to yet i haven't had the bad experience you have had. At the same time i haven't won 24k of them yet lol, so if i ever do i hope i don't run into the same problems you have dude.

 

[dusky]

This reminds me of when I was initially taken for £10,000 by an online operator as the VIP agent told me that the standard terms on the website didn't count for me, until I won that was!

Luckily CM or the CM Forum made them see the error of their ways and they backed down in a not too dissimilar situation to yours.

I hope this comes to some form of decent end for you, I personally wouldn't accept the £5,000 offer as this can be used as an admission of guilt at a later date.

Mansion actually still have misleading/conflicting terms available on their website so I personally wouldn't trust them as far as I could throw them...

The following betting restrictions apply for customers playing with bonus funds:

If you bet more than £/€/$5 per spin and £/€/$0.5 per bet line on any game round on any slots or videopoker games, while wagering funds that are associated with a deposit bonus, the bonus and winnings may be voided.
When playing with a deposit bonus in your account, if you bet more than 10% of the amount you deposited in a single bet or round on any table or card game or any other game (other than videopoker or slots), your bonus and winnings may be voided.
When playing with a no-deposit bonus in your account, if you bet more than 10% of the bonus amount in a single bet, spin or round, your bonus and winnings may be voided.

In any event players depositing from the UK or Croatia using the following payment methods cannot bet more than $/£/€10 in a single bet (subject to specific rules on video poker and slots games in these General Promotional Terms and Conditions) while completing wagering requirements, otherwise the bonus and winnings may be voided: E-wallets (e.g. NETELLER, Skrill, Paypal), Prepaid Vouchers (e.g. paysafecard).

Which is it to be? £5 or £10? It's a joke.

 

[theslotsking]

Around five years ago I would frequently play at casino.com which I believe is in the mansion group.

They would email, ring, hound me anyway possible to make deposits. Send me "free" gifts and offer me 100 - 200 % bonuses which is a lot considering the deposit amounts.

I was told something similar to the OP that;

1. If I took up the bonus I could bet whatever I wanted, no limit.

2. I could cash out at any point regardless of whether there was a active bonus and they would just remove the bonus given from my account ie if I receive a $2000 bonus and win $30k they would just deduct the $2k from my winnings. At the time they specifically explained it this way. I was naive back then and took them at their word.

I learnt a harsh lesson though when I tried to withdraw $8k and they made a number of stall tactics and two months later I was still waiting as they hadn't received a notarised copy of my ID and after sending it three times I got the message they were not going to pay.

There are a large number of predatory casino's who are just grubs. The only point I can make is why play at casino's like this who never seem to play when you play at excellent casino's like Videoslots who pay within 5 minutes. (they did today.. super impressed)

All I can suggest to the OP is take the $5k and run. You could be waiting for months or years for money that money that never come. After all, even if you win you still have to get them to pay you.

 

[spintee]

If the OP plays he's cards right and we can drum up a few players that have screen shots from the sites stating no max bet etc than it will not look good in court for them

I mean the excuse they used it was a rookie agent, Which I 1st stated that it does not matter if standerd CS / VIP /. Manager it would all be the same person, Even if it was somebody new working for them, It shows how much VIP layers means to them, NOTHING,

 

[theslotsking]

It makes no sense from a business perspective.

At the very least the offer as a settlement could have been higher. Somewhere between $12 - $15k would have been tempting as a settlement. $5k just takes the piss.

The problem though is there is no guarantee of the outcome going to a mediator or court, there are costs associated with this as well. It could drag on for a while. The casino knows this.

One option (I don't know if the OP has done this) is to contact them and negotiate a settlement amount. They may offer $10k just to get rid of it.