Bonus Issues at Mansion Casino

Linus

Dormant account
Joined
Feb 26, 2005
Location
TX
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

RIP Ted
Joined
Jan 12, 2001
Location
Heaven
Casinomeister said:
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 [email protected] 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.

pangloss said:
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

Dormant account
Joined
Apr 4, 2005
Location
UK
brutaldeluxe said:
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

Dormant account
Joined
Jan 6, 2005
Location
Where the deers and the antelopes play
Just received my reply from Mansion. They say I profited against the house, and am therefore not entitled to compensation. :eek2: :eek2: :eek2:

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

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

soflat

Dormant Account
Joined
Oct 3, 2005
Location
Florida
sal monella said:
Just received my reply from Mansion. They say I profited against the house, and am therefore not entitled to compensation. :eek2: :eek2: :eek2:

Well, I was giving them the benefit of the doubt by assuming the first person who posted a Mansion reply might have gotten a hasty response from an inexperienced CS rep. But now it's starting to look like a far worse situation.
 

brutaldeluxe

Full Member
Joined
Jul 26, 2005
Location
UK
I'd like to say I am surprised by the reply from mansion but I'm not. This has become standard for so many casinos. Oh we were cheating but hey we are gonna get away with it cos we can, superb.

Of course say a player had some sort of cheating device which took 4% off the house edge and turned it into a winning game for him.
If upon being caught he used the defence hey I lost 300 anyway so what's the problem, would that be ok then I wonder ?
Of course it wouldn't. Yet somehow it's ok for the casino to do it to the players.

Mansion won't be getting another penny from me and I'll be urging everyone else to follow suit.
 

2BigDogs

Dormant account
Joined
Jan 27, 2006
Location
Michigan
My email with Mansion

For what it might be worth to all of you. I emailed customer service and complained about the video poker issue. The first response was from customer service telling me they forwarded the issue to thier video poker department. Now I have recieved this:


______________________________
Further to our recent email regarding Video Poker.

We have been in touch with our Casino Department and we are pleased to confirm the technical difficulties you were experiencing on our Video Poker game are now fixed.

MANSION apologies for any inconvenience this may of caused we would also like to point out were currently reviewing your account to see if you are entitled to a refund.

If you have any further queries or require any assistance in the future, please do not hesitate to contact us again.

Kindest regards,

Dan
___________________________________________________

No idea how this is going to turn out, but I did bust out some serious cash playing video poker, so we'll see if I get any satisfaction. I will update when I get a further response.



MANSION Member Services
 

pangloss

Dormant account
Joined
Aug 3, 2006
Location
Australia
spearmaster said:
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.

EH pointedly refused to check (and/or disclose) their logs beyond a teeney weeney time frame. To do so would have verified claims by kengam et al that their games had been cooked for God knows how long. Thus they escaped paying proper and due compensation to those affected by limiting the scope of enquiry.

Enter Mansion Casino - first they invoke the EH defence of bumbling software technicians. Second they limit paying compensation by pretending only players who actually complain and then actually suffer a bank roll loss are worthy of compensation.

The modus operandi sounds all too familiar to me Spear.


...
 

spearmaster

RIP Ted
Joined
Jan 12, 2001
Location
Heaven
pangloss said:
EH pointedly refused to check (and/or disclose) their logs beyond a teeney weeney time frame. To do so would have verified claims by kengam et al that their games had been cooked for God knows how long. Thus they escaped paying proper and due compensation to those affected by limiting the scope of enquiry.

Enter Mansion Casino - first they invoke the EH defence of bumbling software technicians. Second they limit paying compensation by pretending only players who actually complain and then actually suffer a bank roll loss are worthy of compensation.

The modus operandi sounds all too familiar to me Spear.


...

Pangloss, I forgot to welcome you to Casinomeister on your first post :) Welcome!

EH clearly identified the scope of the problem and identified the period in which the error affected accounts. They reviewed all play during that period and made compensation plus 20%.

Any period before that was NOT affected and no proof whatsoever of any irregularities during that time was given. Do not allow yourself to be swayed by cries of "Wolf!" so easily.

Mansion, on the other hand, did not introduce an error into the casino where there was none before - and even if they had, they should have been able to identify the period, and automatically review all logs during that period. Instead, they are requiring players to contact them to see if they are entitled to a refund, rather than reviewing all logs in question and automatically paying compensation - and, as you have seen from some players, the excuse of "having profited" is the reason being given for not paying compensation.

This scenario is thus completely different - by a long shot - and far more serious than any issue that arose with any other provider.

In my book, this is rogue behavior.
 

soflat

Dormant Account
Joined
Oct 3, 2005
Location
Florida
spearmaster said:
EH clearly identified the scope of the problem and identified the period in which the error affected accounts. They reviewed all play during that period and made compensation plus 20%.

Any period before that was NOT affected and no proof whatsoever of any irregularities during that time was given. Do not allow yourself to be swayed by cries of "Wolf!" so easily.

Actually I believe you are alone in this way of thinking about the English Harbor video poker fiasco and the impportance of doing a full audit.

The Wizard of Odds put a statement on his website stating that earlier logs should and would be looked at.

And Casino Meister posted the following: "Their gaming jurisdiction should have been contacted immediately and a full audit should have commenced. This never happened to my knowledge,"
 

spearmaster

RIP Ted
Joined
Jan 12, 2001
Location
Heaven
soflat said:
Actually I believe you are alone in this way of thinking about the English Harbor video poker fiasco and the impportance of doing a full audit.

The Wizard of Odds put a statement on his website stating that earlier logs should and would be looked at.

And Casino Meister posted the following: "Their gaming jurisdiction should have been contacted immediately and a full audit should have commenced. This never happened to my knowledge,"

Let me make this a bit more clear.

EH identified the period in question and automatically reviewed all play and paid refunds plus 20%.

Mansion has not identified any period during which the recycled cards were in use, and are asking you to request an audit into your records.

Tell me, who is the bigger culprit here? Am I the only one that thinks this way?

I don't think so, not by a long shot.
 

soflat

Dormant Account
Joined
Oct 3, 2005
Location
Florida
Since there was no audit, English Harbor never identified the time periods conclusively.

We can assume Mansion's vp was bad from the start.

Which is worse? I don't know but they are both terrible.
 

spearmaster

RIP Ted
Joined
Jan 12, 2001
Location
Heaven
soflat said:
Since there was no audit, English Harbor never identified the time periods conclusively.

There was an audit - which identified that the problem occurred in April. All affected bets were refunded plus 20%.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Cheating software.

The industry is not doing itself any favours over this. There have been numerous allegations by players who have had terrible runs and post that "the ****** game at **** is clearly rigged". These have been hard to prove, and the majority opinion is that it was just a run of bad luck and the games in gereral are fair. Operators have replied by saying how robust their software is, how well their RNG has been designed and tested to produce fair results.
Now, the conspiracy theorists have caught not one, but TWO casinos out cheating! In both instances, it was NOTHING to do with the fairness of the RNG, it was all to do with how the software converts that random number into a set of cards, dice, or reels for the game the player is playing.
The can of worms is now well and truly open. Many are feeling that online Blackjack simply does not "feel right" on occasion, and I am one of them, having said that sometimes I can play seemingly forever and all the luck is bad with no spells of good luck as might be expected to balance out the runs. I have conceded that the RNG itself must be as near to random as makes no difference, and have surmised that there must be some kind of algorithm that makes the game more "interesting" by implementing some kind of bias feedback to keep streaks going more one way than another, and that this bias changes slowly, hence advice from some casinos to leave the game alone and come back next week, strangely, it seems to work!
I would be interested to know what process they use to convert numbers to things like cards in Blackjack, a subtle error here can make all the difference, and if slight may never come to light.
I believe the PWC verification looks at the number of times cards appear and conclude that all cards appear with the frequency they should, what it does NOT look at is whether bias exists that causes the hand as a whole to be continually good or bad for either player or dealer, such as sequencing the cards in such a way that a player always gets the bust card and the dealer gets the run of low cards to make the proverbial silk purse of the Sow's ear hand started with! ( I have a particular gripe with the runs of eternal pushes of my good hands against an initial crap up card for the dealer, followed by always busting when it is I that have the "challenging" hard 14!
 

BBKPoker

Dormant Account
PABrogue3
Joined
Dec 5, 2005
Location
Edinburgh, Seattle, Vancouver BC, Auckland
One of these days, I'll learn from all the hassles I've had with casinos and stop and read the CM threads about them before depositing.

My issue is that I had to request the bonus after signing up and depositing ($1,000 and after the terms had changed so the 10x with table games counting 50% I knew about already). Then, after meeting the playthrough, I did not receive my bonus and requested it. I was told it would be credited within an hour, then I was told a shift manager had to approve it due to the amount, and it would be another hour.

Well, 3 hours later, nothing.
 

BBKPoker

Dormant Account
PABrogue3
Joined
Dec 5, 2005
Location
Edinburgh, Seattle, Vancouver BC, Auckland
15 hours later I sent them an email asking them where my bonus was.

3 hours after that it was credited.

Now I've wagered it once, and sent in my license. I'm cashing out of this site permanently once they email to tell me they've accepted it.
 

thelawnet

Dormant account
Joined
Apr 4, 2005
Location
UK
BBKPoker said:
and now some positive feedback.

They apologized regarding the situation. Once I cashed out, it took 12 hours to hit my ewallet which I was pleasantly surprised by.

I'm feeling better re: this casino.

but presumably not as good as mansion are feeling having conned their vp players out of 3% of every $ they wagered
 

soflat

Dormant Account
Joined
Oct 3, 2005
Location
Florida
thelawnet said:
but presumably not as good as mansion are feeling having conned their vp players out of 3% of every $ they wagered

Yep it is real easy to pay people when you are ripping some off.
 

thelawnet

Dormant account
Joined
Apr 4, 2005
Location
UK
soflat said:
Yep it is real easy to pay people when you are ripping some off.

It's a good progression for the owner, Putera Sampoerna. Until a year ago he owned Indonesia's largest cigarette company, which specialises in ultra-high-tar and nicotine cigarettes with typically 3mg of nicotine and 34mg of tar per stick. He also set up the Sampoerna educational foundation, which was basically a means of getting the Sampoerna cigarette brand in front of kids. Having sold out to the ironically named Altria group (ex Phillip Morris) he bought Mansion. It seems a short step from cancer sticks to short pay gambling.
 

joeyboyuk

Dormant account
Joined
May 12, 2005
Location
Leeds
So, has the video poker problem been completely fixed? I have money in a poker account at mansion and quite enjoy playing video poker jacks or better.I dont really want to play if it still has a crappy payout tho!!
Does anyopne know what the payout is for multihand jacks or better?

I was wondering also if anyone had any problems with the doubling wins on VP, does this seem like it cheats too? Will doubling count towards clearing bonuses?
 

spearmaster

RIP Ted
Joined
Jan 12, 2001
Location
Heaven
thelawnet said:
Having sold out to the ironically named Altria group (ex Phillip Morris) he bought Mansion.

Minor correction - he started Mansion up a little more than a year before the tobacco company was sold to Altria.
 

Lifesticks

Dormant account
Joined
May 30, 2006
Location
Sweden
I played heavily on the affected game and have yet to receive an answer from Mansion regarding this issue, after 10 days and two reminders. Has everyone here been sorted out?
 

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