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Bitch and Moan Club777 Casino (Mansion Group) voided winnings due to recently introduced max bet

Discussion in 'Casino Complaints - Bonus Issues' started by stokes, Aug 24, 2015.

    Aug 24, 2015
  1. stokes

    stokes Experienced Greenhorn

    Occupation:
    Engineer
    Location:
    Springfield
    I like Playtech platform as their RNG seems to favour me.

    I was a firm supporter of Mansion Casinos earlier (you can check my posts). Never had issues with them. This has just changed.

    I normally use bonuses to have a higher bankroll. This time I deposited 100 USD and took 100% which is fine, but not extarordinary if you compare it with Netent or Microgaming as Playtech has only sticky bonuses (removed during cashout).

    I play Roulette placing 2-3 straight up bets (individual numbers) at each spin. I start with 1-2 USD and increasing to max 5-10 if I am on a roll.
    I did this in all of the Playtech Casino I am member without any issues.

    So I made a profit and tried to withdraw 1500 USD. After a couple of days I received a mail from their support saying that my winning are voided due to the breach of the bonus term quting this:

    " 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. "

    So in my case the max bet was 10 USD.

    I was surprised, because normally I check the terms before using any bonus. I have saved a copy of their bonus term the first time I used it (last July) and there was no max bet rule there.

    I replied stating that there was no max bet rule in place last year and I always played like this at their casinos. I also questioned if I broke the rule as have not placed higher single bet than the allowed (placed 10 USD maximum on each number) and my bets were high risk bets (covering about 9% of the table).
    I have asked for some flexibility considering that I was a VIP Gold player.

    Their answer was nothing but reiterating the fact that I broke the rule mentioning that they changed their terms last November and I have accepted these changes, with some PR stuff (like how they are sorry for me).

    So I did what I could do closed all my accounts at Mansion Group.

    To summarize my issue:

    They changed the terms last November without highlighting what has ben changed. Is that so hard doing a track changes version of the updated terms? Are they really expecting non native English speakers to try to find what has been changed in a several pages document?

    Even if I broke the rule they should have shown some flexibility for me being a VIP player, but they didn't.
     
  2. Aug 24, 2015
  3. michielm1

    michielm1 Senior Member mm1

    Occupation:
    teamleader/techical operator
    Location:
    Nederland
    so playing roulette you broke the bonus rule?

    the % of bonus (plus deposit most times) is a pretty common rule. especially at playtech casino's.
    100% bonusis generally meant to play slots.
    i hope for you that the casino's you closed your accounts from, arent using every-matrix or odds-matrix.
    you could jeopardise future winnings at other casino's that use every-matrix

    i'm sorry for your loss, make no mistake about it.
     
  4. Aug 24, 2015
  5. stokes

    stokes Experienced Greenhorn

    Occupation:
    Engineer
    Location:
    Springfield
    It was allowed allowed to play roulette:


    Game Category Wager Percent Contribution
    Slots (all varieties) 100%
    Scratch Cards 100%
    Pai Gow (all varieties), Red Dog 25%
    Casino Hold'em (all varieties) 25%
    Roulette (all varieties including Wild Vikings) 25%
    Baccarat (all varieties) 20%
    Blackjack (all varieties excluding Blackjack Switch & Pontoon) 20%
    Stravaganza 20%
    Craps (all varieties), Sic Bo (all varieties) 20%
    Video Poker (all varieties) 20%
    Blackjack Switch , Pontoon (all varieties) 5%
    Lucky Wheel (Spin a Win) 5%
    All double options on slots & Video Poker (all varieties) 0%
    Jacks or Better 0%
    All other games 100%

    I broke the max bet rule:

    "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."

    I did not say I have a gambling problem, just asked them to close my accounts. They are not "any" (every or odd) matrix. As far as I know they do not operate Playtech casino.
     
  6. Aug 24, 2015
  7. michielm1

    michielm1 Senior Member mm1

    Occupation:
    teamleader/techical operator
    Location:
    Nederland
    my remark on closing accounts. was a bit off topic. if you want to know what that was about, just search for every matrix.

    first you say you got a deposit bonus, and now you say its a no deposit bonus...?
     
  8. Aug 24, 2015
  9. stokes

    stokes Experienced Greenhorn

    Occupation:
    Engineer
    Location:
    Springfield
    Oops, wrong text copied (nice catch). This is the right one:

    "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."
     
  10. Aug 25, 2015
  11. michielm1

    michielm1 Senior Member mm1

    Occupation:
    teamleader/techical operator
    Location:
    Nederland
    Well it sucks obv, but it isnt uncommon or something shady imo...
    But it would be a damn welcome improvement if casino's auto-apply max bets and auto-exclude certain games that fall outside of any bonus play
     
  12. Aug 25, 2015
  13. Janek12

    Janek12 Senior Member

    Occupation:
    Translator
    Location:
    Europe
    I highlighted the part, which makes their decision bad and ugly IMO - it was their deliberate decision to void your winnings. According to the terms, they did not have to do so...
    I learned to read such wording in terms as "will be voided in any case immediately!!!"
     
    1 person likes this.
  14. Aug 26, 2015
  15. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    Unfortunately casinos can and often do change their rules without informing ANYONE :mad:

    Rule was broken, casino group is very dodgy anyway IMHO = OP is outta luck - no pay.

    It really sucks, but players should ALWAYS check the T&Cs every time they take a bonus - and especially if they intend to play non-slots games and there is a chance the will be betting more than $/€/£5 or 5% of the bonus...

    KK
     
    1 person likes this.
  16. Aug 26, 2015
  17. chiya

    chiya Experienced Member PABnononaccred

    Location:
    Earth
    I'm confused. HOW Was the rule broken? It states if you bet more than 10%. MORE THAN 10%. Doesn't that mean that 10% is still fine? $100d + $100b equals $10 max bet at 10%, and that was his max bet. So how did he break the rule?
     
  18. Aug 27, 2015
  19. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    Was your TOTAL BET $10, or was it $10 on each number?

    If the former, you could try to Pitch-A-Bitch.
    Not sure if it would be accepted or not: Mansion Casino is on the No-Can-DO list, but it's sister casinos, including Club 777, are not.

    KK
     
  20. Aug 28, 2015
  21. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Thats the trouble, You do get pop ups stating agree to updated terms? Just what terms exactly, It would be good if the highlighted the changed term or just showed the new term, But NO its another way to catch you out is you ask me,
     
    2 people like this.
  22. Aug 28, 2015
  23. stokes

    stokes Experienced Greenhorn

    Occupation:
    Engineer
    Location:
    Springfield
    My maximum single bet was 10 USD, but the accumulative bets in one round was maximum 20 USD.
    The term is a bit confusing as it mentions that single bets can not be over 10%.

    Anyway, my issue was not really if I broke the term or not. I was expecting some flexibility from a casino where I was a VIP Gold player with a couple of hundred bucks deposit in each month. Something like 18bet was doing earlier when I used a bonus which was intended to a couple of theme games, but I played the wrong slots. So they called me and explained it. I could continue with the winnings I had from the wrong game and I was allowed to cash out without an issue a similar amount (about 1000 USD).
     

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