Bonus Issues at Mansion Casino

aka23

Dormant account
Joined
Jun 11, 2006
Location
Planet Earth
This issue is minor compared to people that are not being paid thousands at various casinos. It is a matter of principle and important to me.

Mansion's T&C is listed at the bottom of this post. I understand this to mean that the bonus is awarded once playing through 5x(B+D) on qualifying games. And the bonus this becomes cashable after playing through 1xB.

I did well and ended at gained $15 while meeting the wagering requirement. The bonus was awarded as expected, increasing my balance from $215 to $315. I played through the 1xB as described in the T&C playing $5 hands at casino war. My balance dropped to $260. This large drop is suspcious and has roughly a 1% chance of happenning randomly. However, that is not my issue.

The bonus did not become cashable. Support tells me I have to play through the bonus a second time. They say I was supposed to request the bonus to become cashable before playing since some people want their bonus to be non-cashable. I am reluctant to do this given what happened last time. I should be able to cash the bonus now.

========================================================

Our deposit bonus is now bigger and better value than ever before. Deposit and start playing at MANSION Casino today and we'll give you up to USD $525 FREE (or currency equivalent).

For each of your first three (3) deposits made from the 21 June 2006 onwards, MANSION will credit your account with an additional 50% of the amount deposited (up to a maximum total deposit of USD 1,050, or currency equivalent). The maximum bonus per deposit that you can receive increases each time you make a deposit.

All games (except Blackjack, Roulette, Sic Bo and Baccarat) contribute 100% to meeting the wagering requirement.

Wagering Requirement

Our bonus program is designed to help you play for longer. In the interests of fair gaming we ask that you wager a certain amount before your bonus is credited to your account.

All games (except Blackjack, Roulette, Sic Bo and Baccarat) contribute 100% to meeting the wagering requirement. To find out what bonus amount you will receive and also the wagering requirement for the bonus is, use the equations shown in the table below.
Bonus Awarded Wagering Requirement
Deposit Amount x 0.5 Deposit Amount plus bonus x 5

Maximum Deposit Maximum Bonus
1st Deposit = 200 USD 100 USD
2nd Deposit = 350 USD 175 USD
3rd Deposit = 500 USD 250 USD

For example, if you deposit USD 200, you will be eligible for a bonus of USD 100. Wager USD 1,500 on any casino games and the awarded bonus will be credited to your account (Please note - Blackjack, Roulette, Sic Bo and Baccarat do not count towards the wagering requirement).

Withdrawal Requirement

To withdraw the credited bonus as cash you must wager the value of the bonus once.
 
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spearmaster

RIP Ted
Joined
Jan 12, 2001
Location
Heaven
My suggestion is to stop for the time being and complain, because if the terms and conditions do not say that you MUST request that the bonus become cashable, then they need to honor what it says there.

To be honest, I am getting tired of this. This is the third complaint about unclear terms on bonuses and it is no longer acceptable as far as I am concerned - while the safety and honesty of the casino is not in question, they are making it very difficult for themselves to be accepted and in my opinion they are not living up to the standards of an accredited casino.

Fix it, Mansion - or this time I will indeed pick up the phone and ring some alarm bells.

Oh yeah - btw you should PM the casino rep in here.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
spearmaster said:
...Oh yeah - btw you should PM the casino rep in here.
It's been done. :D
 

Mousey

Ueber Meister Mouse
Joined
Sep 12, 2004
Location
Up$hitCreek
spearmaster said:
........

To be honest, I am getting tired of this. This is the third complaint about unclear terms on bonuses and it is no longer acceptable as far as I am concerned - while the safety and honesty of the casino is not in question, they are making it very difficult for themselves to be accepted and in my opinion they are not living up to the standards of an accredited casino.

..........

... And is precisely the reason I have not signed up at Mansion. I don't want to play somewhere that I'm afraid of the bonus due to convoluted T&C and/or WR.
 

soflat

Experienced Member
Joined
Oct 3, 2005
Location
Florida
The terms are unclear as to what you need to do to make it cashable.

I did the same thing (played thru 1x without notifying support). Then I remembered a post someone made that you have to ask support to play with the bonus.

By the way I don't think your loses at Casino War are 'suspicious'.
 

aka23

Dormant account
Joined
Jun 11, 2006
Location
Planet Earth
Casinomeister said:
It's been done. :D
Wow! I received an email apologizing for the situation from Mansion and an additional $100 bonus (increasing the bonus to $200). Both have to played through once to cash out. This occurred just 3.5 hours after posting here, PM'ing the rep, and filling out pitch a bitch. Thanks to all involved. :)
 

aka23

Dormant account
Joined
Jun 11, 2006
Location
Planet Earth
soflat said:
By the way I don't think your loses at Casino War are 'suspicious'.

While playing through the $200 this time, I had 21 wins, 18 losses, and 1 tie. This is a typical distribution.

While playing through $100 the first time, I had either (not sure if I played 21 or 19 hands) 5 wins & 16 losses or 4 wins & 15 losses. Using a simple binomial calculation, the chances of 16 or more losses over 21 hands is 1.33%. Out of 19 hands it is 0.96%. Near 1% is not outside the range of normal occurence, but the timing of it happenning while playing to make my bonus cashable was suspicious.

In any case, I am very satisfied with the result and appreciate the assistance from all involved.
 
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spearmaster

RIP Ted
Joined
Jan 12, 2001
Location
Heaven
aka23 said:
Wow! I received an email apologizing for the situation from Mansion and an additional $100 bonus (increasing the bonus to $200). Both have to played through once to cash out. This occurred just 3.5 hours after posting here, PM'ing the rep, and filling out pitch a bitch. Thanks to all involved. :)

Unless you specifically agreed to play the bonus through again, you should not have been forced to play again.

As far as I am concerned, the casino did not honor its terms and conditions even though it apologized to you and gave you "compensation" for your inconvenience by doubling the bonus and making you play it again.

C'mon Mansion. Get it right once and for all.
 

soflat

Experienced Member
Joined
Oct 3, 2005
Location
Florida
They say I was supposed to request the bonus to become cashable before playing since some people want their bonus to be non-cashable.

So who wants to lose their deposit and winnings first and doesn't want their bonus to be cashable?
 

sal monella

Dormant account
Joined
Jan 6, 2005
Location
Where the deers and the antelopes play
spearmaster said:
As far as I am concerned, the casino did not honor its terms and conditions even though it apologized to you and gave you "compensation" for your inconvenience by doubling the bonus and making you play it again.
Considering Mansion gave the player a very generous additional $100 bonus with a 1x playthrough, I think it's largely irrelevant whether the player was still required to play the original bonus amount again.

Having said that, Mansion definitely needs to fix its bonus system. By the way, the term they use is "promote." Once you complete the 5x playthrough and see the bonus amount added to your casino balance, you need to contact support and request that they "promote" your bonus. Then the bonus will gradually become cashable as you play it through once -- this is viewable from the Account area of the software.
 

winbig

Keep winning this amount.
Joined
Mar 10, 2005
Location
Pennsylvania
sal monella said:
Considering Mansion gave the player a very generous additional $100 bonus with a 1x playthrough, I think it's largely irrelevant whether the player was still required to play the original bonus amount again.

And what if the player just wanted their money and be done with it?
 

sal monella

Dormant account
Joined
Jan 6, 2005
Location
Where the deers and the antelopes play
winbig said:
And what if the player just wanted their money and be done with it?
Just guessing, but it may have been more convenient (from an administrative standpoint) for the casino rep to simply issue additional bonus money.

No, it wasn't exactly the settlement the player asked for, but it was almost certainly better, and the player seemed pleased with the outcome. :)
 

spearmaster

RIP Ted
Joined
Jan 12, 2001
Location
Heaven
Nice name... :)

sal monella said:
Considering Mansion gave the player a very generous additional $100 bonus with a 1x playthrough, I think it's largely irrelevant whether the player was still required to play the original bonus amount again.

It's entirely relevant. For one person in here who complains about this need to request that the bonus be made cashable, there are probably at least 7-8 others who either complain directly or don't complain at all.

The additional bonus was a good way to compensate - no question about that - but requiring the original bonus to be played through is still unsatisfactory since the player already met the requirements. Had the rep only required the additional compensation bonus to be played through, I don't think anyone could have argued with that.

Having said that, Mansion definitely needs to fix its bonus system. By the way, the term they use is "promote." Once you complete the 5x playthrough and see the bonus amount added to your casino balance, you need to contact support and request that they "promote" your bonus. Then the bonus will gradually become cashable as you play it through once -- this is viewable from the Account area of the software.

Based on what aka posted, there is no mention of the term "promote" - and even if so, this is plainly silly. If you award a bonus, it is either sticky or it is not. It should not be "tell us you want it to be cashable" under any circumstances - not only is that not made clear, it assumes that most people do NOT want the bonus to be cashable - and I surmise that this assumption is false.

It appears to me as if the bonus designer intentionally tries to write the terms and conditions for bonuses in an obtuse manner which can then be interpreted whichever way the casino likes - that is, until someone comes to complain here in the forums, after which they suddenly backtrack.

This was the same with the last two bonuses they offered. I fell foul of one myself and determined that this was not particularly fair - but I let it go with a caveat. I can't remember the details of the second one and I'm too tired to dig it up - but again it was some sort of misinterpretation of the bonus terms and conditions.

And now this.

Whomever designed the terms and conditions must've worked for an insurance company in the past - instead of putting things in plain English, they choose to word things unclearly to give themselves space to maneuver. Maybe it's time they learned to do what other casinos are increasingly becoming aware of - Keep It Simple, Stupid!
 

sal monella

Dormant account
Joined
Jan 6, 2005
Location
Where the deers and the antelopes play
spearmaster said:
Based on what aka posted, there is no mention of the term "promote" - and even if so, this is plainly silly.
It's bizarre.

I do understand your frustration. Apparently the system has been like this for months, and they must get constant complaints because I didn't see anything in the posted terms that comes close to explaining it.
 

Linus

Dormant account
Joined
Feb 26, 2005
Location
TX
Mansion has changed their bonus terms, sometime between last night and now.

VP and table games now only count 50%.

Hi,

I see that Mansion has changed the bonus terms, so that VP and table games now only count 50%.

Since I signed up and deposited before the change, could you please credit my games under the original terms?

Thank you,
xxx
 

aka23

Dormant account
Joined
Jun 11, 2006
Location
Planet Earth
Linus said:
Mansion has changed their bonus terms, sometime between last night and now.

VP and table games now only count 50%.

Hi,

I see that Mansion has changed the bonus terms, so that VP and table games now only count 50%.

Since I signed up and deposited before the change, could you please credit my games under the original terms?

Thank you,
xxx
The wagering requirements have also been increased. It was previously 5X(B+D) + 1xB. For table games it is now, 20x(B+D) + 1xB
 

Linus

Dormant account
Joined
Feb 26, 2005
Location
TX
Yeah, they don't seem to be applying that change retroactively, though - only the new 50% thing.
 

MANSION Casino

Dormant account
Joined
Jan 12, 2006
Location
Gibraltar
Dear All,

I am here to represent MANSION and try to give you as much feedback about bonus issues as possible.

I realise there have been some bonus issues of late, of which I can only apologise - if you have any questions or issues regarding our latest bonus or indeed a previous bonus please post them and I will do my best to answer them for you as quickly as possible.

Kindest regards,

MANSION
 

Linus

Dormant account
Joined
Feb 26, 2005
Location
TX
Hi Mansion,

Mansion software is counting only 50% of my bets. (When I bet $10, the software counts it as $5.) I wrote them, and they confirmed I was under the original terms. They said I had $870 left to do.

After they said I have $870 left, I bet just over that amount, which the software counted as ~ $437.

Now they say I have another ~$433 left to do.

Any suggestions?

Hi,
>
> I see that Mansion has changed the bonus terms, so that VP and table
> games now only count 50%.
>
> Since I signed up and deposited before the change, could you please
> credit my games under the original terms?

________________

Hello
>
>
>
> Thank you for your email.
>
>
>
> As you have made your Third deposit before the Casino bonus changed
> then the previous rules will still apply to you and you are not
> effecting by the rule change. Therefore your wagering requirements
> remain unchanged at 100%.
>
>
>
> You only need to wager a further $870 before your third bonus of $250
> is activated.

___________

Thank you for your response. The "Earned bonus" section under "My
Account" is still only counting my wagers at 50%. I have, however,
completed the wagering.

Could you please activate the 3rd deposit bonus?

And could you please promote all three bonuses, so that I can make them
cashable?
_____________________



Hello LinusK

Thank you for your email enquiry.

I can confirm that your bonus structure is still being operated under the original terms, however you still need to wager a further $433.37 before your $250 casino bonus can be activated.

Should you require further assistance on this or any other matters please do not hesitate to contact us.
 

MANSION Casino

Dormant account
Joined
Jan 12, 2006
Location
Gibraltar
Dear Linus,

We have recently changed our deposit bonuses to 100% match up to $1000 on 1st deposit, 50% match up to $500 on 2nd and 3rd deposits. We have also changed the wagering requirement and also the wagering contribution for the games.

Unfortunately as soon as we make these changes to our software the changes apply to all players. It appears as though this is your current situation - you have made your deposits prior to the changes but now have to achieve the wagering requirement under the contribution rules.

I realise this is not ideal but unfortunately we are unable to change the requirement for specific accounts.

Whilst we cannot make the change you require, please email into Customer Service to see if we can help any further with this issue.

Regards,

MANSION
 

spearmaster

RIP Ted
Joined
Jan 12, 2001
Location
Heaven
Unreal.

Mansion - I have one suggestion for you.

Manually enter the system and release any requirements so that Linus can obtain his new bonus.

Don't be blaming your software for being unable to keep up with your OWN terms and conditions. Either you fix it or you pay the player as if he had fulfilled those terms and conditions COMPLETELY.
 

GrandMaster

Dormant account
Joined
Jan 21, 2004
Location
UK
Changing the T&C retrospectively is exactly the sort of thing that disreputable casinos do. Since Mansion's software is proprietary, there is no excuse for not getting this bonus business right.
 
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