Mansion.com Keno Problems. Longish.

[mrrickyg]

I have a serious problem with Mansion casino. I, like many other sports gamblers, recently made a deposit to play their money-back $1100 football bet promotion. I have limited experience in online casinos as I mostly stick to Poker and occasionally sports, though I have at times played. When I made the deposit for that sportsbook, I noticed I also had a 100% match bonus that had wagering requirements. I decided to give their video keno a try to clear it, as keno cleared at 100% whereas other games like blackjack only counted as 10% of the rate (the bet had to be wagered 10 or 11 times I believe, but at blackjack it would have to be 100 times). I noticed they also had a couple of sidebets available in addition to the main bet. 20 numbers were drawn, you could bet on the sum of those numbers being odd or even and that paid 1.95 to 1. You could also bet on the numbers being in the Upper or Lower half and that also paid 1.95 to win. They appeared to be your run of the mill roulette type bets;basically even money shots at a little short odds. This was the case for the odd/even, but as it turns out "pushes" (10 upper half, 10 lower half) lose on the upper/lower sidebet. This however is NOT made clear at all. The difference between the bets is that one is around a 3% house edge, like the roulette type bet it appears to be, and the other is close to a 20% house edge! And not only do they make this unclear and hide it in there to take advantage of unsuspecting users who think they are essentially coinflipping (the bet should pay much higher than 1.95 for 1 unless they are REALLY trying to trick you), but on the results sheets they mark the loser as a winner!



Here are 3 sample screenshots from the game:



The first screenshot is one I took live when i first realized what was happening. Notice the results sheet on the lower right. A starred result indiciates a win, no star = no win. On lines 1 and 7 you can see that the P is marked a winner when it is paired with a winning E. I played for a long time under the assumption that the P was pushing and refunding money because of this (I lost hundreds or thousands, I'm not sure--my overall loss is around $5000 so far at this game). In fast mode it's virtually impossible to see in the winnings line that I wasn't getting paid enough dollars--I was losing a lot in the session but I thought it was because I was getting unlucky, not getting shorted on these apparent pushes over and over and over again. Also note, and this is key, that if the Lower/Upper is a clear loser, and the O/E is a clear winner, one is marked a star and the other is NOT marked in star showing 1 win and one loss. The push, which is a loss, is still marked as a win in order to deceive a naive player like myself


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The second screenshot is from a hand history, not from a liveplay but it still shows in the same format. It is another example of a P marked a winner when paired with a winning E bet. Keep in mind when getting paid at 1.95 to, it is a losing proposition to win one and lose 1.

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The third screenshot is an example of two losers; pushing the U/L and losing the O/E. They are both marked as a loss.

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Now while I was playing before I lost tons and figured out way, it was all happening so fast I wasn't exactly sure what was going on. I was varying between high and low bets, betting as much as $400 per hand--Not just grinding out wagering requirements--I was actually doing serious gambling--And from those starred P's and unstarred P's I wasn't sure if it was breaking a tie with the O/E (i.e. the P was a win if the O/E bet won, but a loss if the O/E Bet lost) or if it was just starring referring to an overall result (i.e. a Push/Win being a win and Push/Loss being a loss)...but there is no reason to have expected those pushes were losing. It is against the spirt of the bet paying 1.95 for 1 for the Push to lose, it is against the spirit of calling it a push (a push means the bets are PUSHED back), if it's not a push it should be called a tie that loses. Because they elected to call it a push, I thought (naturally) that bets were getting pushed back.

I wrote an e-mail to support (they seem to be backed up I have not received a response yet) and spoke to chat. The customer service rep said this regarding my problem:

"
MANSION Paul N
Relating to your payout on the push we can confirm within the rules of Keno the rules clearly state that the push result is a house win. as these are the rules the casino can not award any money back as this is not an error or a software issue.
Please note that after further investigation our Casino department have found no errors within any of your games and all payouts have been made accordingly
MANSION Paul N
Relating to your payout on the push we can confirm within the rules of Keno the rules clearly state that the push result is a house win. as these are the rules the casino can not award any money back as this is not an error or a software issue.
Please note that after further investigation our Casino department have found no errors within any of your games and all payouts have been made accordingly"

To this I ask you to please review one of the screenshots. None of those buttons go to rules of the game. If you click on help, it brings up a help FAQ style for the whole casino; use the search function for keno and there are no keno rules. No other button to show the rules, all you have to work with is what I showed you. A bet that appears to be a normal 3% edge coin flip bet for the casino morphed into a very deceptive 20% house edge bet. Simply put, based on their interface the rules DO NOT clearly state that pushes lose. In fact, from the graphics as I showed above, it appears that pushes sometimes win and sometimes lose. And like I said, by definition a push "pushes your bet back", so if a "push" lost, it should be clearly marked as "pushes lose" otherwise it shouldn't be called a "push".

If this were a rogue or shady casino, I would not complain. If it was a smaller independant casino, I might not even complain. But Mansion is a large, well respected casino that Casinomeister accredits. This behavior should not be accepted by accredited, recommended casinos. All I'm asking for is for my pushed bets to be refunded as I never realized they weren't being refunded at the time they pushed. Asking for the old bets to be paid fairly as appeared I would still be at a 3% overall edge to house, it does not pose a past-posting problem for the casino to get those pushed bets refunded. It is something I'd have asked for even if I had somehow had a winning session at those odds.

I continued wagering during the weekend to show good faith. I played a lot of bets on their football exchange, and still couldn't get customer support to e-mail me back. I spoke again with Paul N tonight and the following is our conversation:

Welcome to Chat.Mansion.Com, MANSION Paul N will be right with you.
MANSION Paul N
RE in regards to service request #: 1-81263942
MANSION Paul N
hello
mrrickyg
hi , i was writing to see if i was going to hear back from the casino people ever about this, or if i should just go ahead and post on casinomeister?
MANSION Paul N
We are unable to view this SR at the moment (Our system is down)
mrrickyg
ok, should I email it again then right now?
mrrickyg
so i can get a prompt response?
MANSION Paul N
Our email system is slow at the moment. I would suggest Chat but maybe in a couple of hours
MANSION Paul N
Thank you for the chat
MANSION Paul N has ended the chat.
Welcome to Chat.Mansion.Com, MANSION Paul N will be right with you.
MANSION Paul N
RE in regards to service request #: 1-81263942
MANSION Paul N
hello
mrrickyg
hi , i was writing to see if i was going to hear back from the casino people ever about this, or if i should just go ahead and post on casinomeister?
MANSION Paul N
We are unable to view this SR at the moment (Our system is down)
mrrickyg
ok, should I email it again then right now?
mrrickyg
so i can get a prompt response?
MANSION Paul N
Our email system is slow at the moment. I would suggest Chat but maybe in a couple of hours
MANSION Paul N
Thank you for the chat
MANSION Paul N has ended the chat.



I still want to believe that it's just a bug in their keno, that it was supposed to push and it just wasn't and they are going to pay me; or that they realize the problem in their graphics showing wins and no clear rules being posted on the game and pay me. They would retain my business as I loved their site, other than their customer support speed at this point.


Thanks, Richard

 

[quber]

big picture

Hi mrrickyg,

if you could resize (or delete) that first big picture everything will then become readable.

as it is it can only be read by scrolling left and right on everyline.

cheers

 

[mrrickyg]

Hi mrrickyg,

if you could resize (or delete) that first big picture everything will then become readable.

as it is it can only be read by scrolling left and right on everyline.

cheers

Hi, OK ill do that. it is legible for me somehow, so I didn't notice.

 

[mrrickyg]

Hi mrrickyg,

if you could resize (or delete) that first big picture everything will then become readable.

as it is it can only be read by scrolling left and right on everyline.

cheers

ok is that better?

 

[soflat]

It took me less than 15 seconds to find the keno rules, which include the following about the sidebets:

Upper / Lower - You can bet on whether more balls will be drawn in the Lower (1-40) or Upper (41-80) half of the table. Choose which one you would like to bet on and use the 'Side Bet Multiplier' to decide on your stake.

If the numbers drawn in the lower and upper halves of the game are equal, the house wins.

Also, according to the rule, Push does not mean you get your bet back. The explanation for the Results Window says that U/L/P indicate the following:

Whether the end result was Upper, Lower or a Push (equal).

 

[mrrickyg]

It took me less than 15 seconds to find the keno rules, which include the following about the sidebets:



Also, according to the rule, Push does not mean you get your bet back. The explanation for the Results Window says that U/L/P indicate the following:

I never argued that I wasn't retarded for not finding the rules; however I'm not hugely experienced with online casinos and wasn't able to find them quickly and easily from the Keno interface itself. My biggest concern was the graphics I posted, which the whole time were indicating a win. You are experienced and know where to look for rules; but try loading up keno game and finding the rules within 15 seconds from that table.

Even if you can, I still can't--this proves you are excellent at finding rules--many other players, including myself, would not be able to. This does not exonerate them from having graphics showing a win, when the rules indicate it is a loss. Note not just the appearance of a "P" which can be explained by your explantion, but the appearance of starred "P"s which indicate a win/push in combination with the Odd/Even bet. Once they call it a "Push" AND show starred/winning results AND pay it off at 1.95 to one right next to the Odd/Even bet it becomes clearly deceptive and rogueish behavior.
In any form of blackjack where pushes lose, it would be clearly marked on the table that pushes lose. If they are going to offer a virtually even money bet, in which a push is a very common result (around 1 in 6!), it should be clearly marked that a push is losing, and it should NOT be marked on the results that a push is winning. Remember its not just that they have P to begin with, it's that they ambiguously mark them as winners, so when I'm playing on fast mode and can't see the money results very easily on a per spin basis and am just looking at the overall results sheet, I had no reason to suspect I was losing. Without a RULES link available from the game itself, and with the game marking some as a winner and some as a loser, how was I supposed to know that it was a losing bet? Why should I expect, given that information, that it was losing when the bet paid basically even money? Hell even in a casino, I've never seen a dealer not tell a player to buy the 8 instead of putting his money on Big 8 in craps.

Again, as per my original post, this is behavior I'd expect out of a shady casino, and fully expect to be out my money. But given that this is mansion.com, a casinomeister accredited casino, I feel that I have a complaint.

 

[soflat]

Yes, they shouldn't mark the losing bets similarly to the winning bets. I don't think Mansion is rogue, it just has something that should be changed. How many rogue casinos pay out on over $5M in free bets in single week?

I don't understand how you could have lost $5000 and not noticed. Did you start with $5000 and your balance actually hit $141 at one point?

 

[mrrickyg]

Yes, they shouldn't mark the losing bets similarly to the winning bets. I don't think Mansion is rogue, it just has something that should be changed. How many rogue casinos pay out on over $5M in free bets in single week?

I don't understand how you could have lost $5000 and not noticed. Did you start with $5000 and your balance actually hit $141 at one point?

I was playing 4 tables of poker at the same time, I noticed I was losing but at some points I was playing $400 per line so I wasn't really paying attention to WHY I was losing, I had assumed it was just variance. I started playing keno with $4800, cleared $1700 in bonuses and at one point was down to $140 (well actually, later $90!). The reason I can lose $5k without noticing is because I am used to it, it happens in poker all the time! I just didn't notice the reason I was losing was because my pushes weren't "pushing" they were losing, and that was because of a specific and horrendous flaw in their software.

I don't think they are rogue either, and in fact I thought it was just some sort of error until i read their keno rules. I still don't think they are majorly trying to cheat me, I just think their support is slow and incompetent at this point and that they don't understand the severity of the deception. I don't think they were purposefully trying to deceive me, and I'm rather shocked that when I presented them with "the evidence" there wasn't an apology and a return of funds. An accredited casino with good customer service would look at a screenshot that was showing me a winner, and return the pushed money when I give them that much action. However, I can't get through to anybody more than the guys working the webchat because they aren't returning my customer-service e-mails in a timely fashion.

 

[KravdraaYvoorg]

Can you still set the side bet multiplier to 100x? I just started the game and the multiplier won't go higher than 5x

Maybe Mansion realized that people would use these bets at max multiplier settings to clear the bonuses quicker?

 

[soflat]

Can you still set the side bet multiplier to 100x? I just started the game and the multiplier won't go higher than 5x

Maybe Mansion realized that people would use these bets at max multiplier settings to clear the bonuses quicker?

Yes, the strategy has been discussed at some poker forums.

 

[mrrickyg]

I just wanted to bump this because I posted on another forum and got PM'ed by someone else with the exact same problem, and answered in that thread by 2 other people who had the problem as well. I know it seems like an easy "rules" issue to a lot of you, but there are at least 4 people I know of now who have had this problem.

Mansion customer support has yet to respond to e-mails on the subject.

Thank you for your attention.

 

[soflat]

I just wanted to bump this because I posted on another forum and got PM'ed by someone else with the exact same problem, and answered in that thread by 2 other people who had the problem as well. I know it seems like an easy "rules" issue to a lot of you, but there are at least 4 people I know of now who have had this problem.

There are probably dozens of people who have this problem because it was touted so heavily on poker forums by people trying to whore the heck out of Mansion's casino bonus after having received the free $1000 Steelers bet.

 

[thelawnet]

There are probably dozens of people who have this problem because it was touted so heavily on poker forums by people trying to whore the heck out of Mansion's casino bonus after having received the free $1000 Steelers bet.

You do not have permission to view link Log in or register now.

 

[minipo]

Same Issue at Mansion- Keno upper/lower sidebet

I was playing $110 'hands' with the 10 times autoplay - - so $1100 at a time. I actually continued to play the upper/lower side bet once I saw the push of the upper/lower marked as a win with the red star. I continued to hit the 10x autoplay, until my $2600 balance went to zero. You ask why I wouldn't have noticed sooner -- I play a lot of poker and didn't think I should have to feel obligated to watch closely. Even if I would have been watching the entire time, I wouldn't have been able to see that I wasn't getting paid for the Push because in autoplay it only would show the 10th 'spin'.

Whether or not Mansion did this on purpose isn't the issue. The issue is that if a player would NOT have played the upper/lower side bet had it not been marked a win... then the casino should cleary pay the bet. I see now that there were rules saying the house won the push -- but it would've been just as simple, had the bet been marked a LOSS, not a WIN -- I may have lost a maximum of $110, until I saw the P as a loss, and I would've stopped betting the upper/lower side bet.

It's completely wrong to lead a player into thinking they are getting paid for a push, when they indeed are not.

I would surely hope they will be fair and pay the bet for the push at the upper/lower. They also should be fixing their software immediately so that others dont get tricked into the same thing.

I do not do sports or play poker for a living, I play recreationally. Losing $2500 is a lot of money to me, especially when I feel I was cheated. I'm a gambler I admit, but I surely still would not play a game with a 20% edge.

 

[minipo]

Mansion now aware of Push on upper/lower shown as win

I'm worried.. I found a way to go back and see every bet that was made If you go into "history" while logged into the keno game, it will show you every bet you've made. I went back so that I could log every bet I made on the upper/lower where it was a push, so I could document how many bets they owed me. In this bet history feature it does a "replay" of your bet. They have now changed it so that the P does not show it as a win with the red star... So they are obviously aware of it now, since they have changed it. I hope they will not try and claim that it never showed the red star. I actually got a hold of live chat and they asked for the bet id, to look up the info, but they said their computer system was down and that someone would contact me within 72 hours..

I'm a bit worried that they changed the Push, to a loss in the replay...

 

[mrrickyg]

I'm worried.. I found a way to go back and see every bet that was made If you go into "history" while logged into the keno game, it will show you every bet you've made. I went back so that I could log every bet I made on the upper/lower where it was a push, so I could document how many bets they owed me. In this bet history feature it does a "replay" of your bet. They have now changed it so that the P does not show it as a win with the red star... So they are obviously aware of it now, since they have changed it. I hope they will not try and claim that it never showed the red star. I actually got a hold of live chat and they asked for the bet id, to look up the info, but they said their computer system was down and that someone would contact me within 72 hours..

I'm a bit worried that they changed the Push, to a loss in the replay...

I checked my replays, I can still get the Red Star on a pushes hand. Were you sure to check yours so that you were checking to see if it was a red star with a winning odd/even bet? If it's paired with a losing odd/even bet it will show without a red star. Anyhow, I did get a funky error message after the hand played. Don't know if it's related to your problem of no longer being able to reproduce the problem. In any event Casinomeister help us soon; it appears they might be trying to cover their tracks on the back end while not responding to any of our e-mails. Please intervene before it's too late! The following are the screenshots I just took right now:

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[happygobrokey]

player admits she was 4tabling poker and autoplaying keno (which was obv to whore the bonus), then claims she would not have made those bets if she knew she was losing pushes and that she assumed she was winning when she saw all those stars on the board.

player says 2500 is a lot to her, but that she regularly wins and loses 5000 playing poker.

mansion is not a download casino, so it isn't a far stretch to imagine the rules being mere clicks away on the website that she certainly already had open.

call me "savvy" but i look at the rules of the game before i start playing, especially when it is a form of game with which i am unfamiliar, such as keno.

call me crazy but i bet no one touched keno at mansion before this bonus loophole was found, and that any keno player would know that over/under loses in the event of a tie or at least knows to check whether that's the case. mansion had no way to know a star shows on a pushed loss bet since, and in any event it probably isn't stipulated what a red star actually indicates, so where the player derived that from is beyond me.

the mansion keno whore thread at 2+2 even says "don't bet o/u because it loses pushes zOMG so -EV!!!111!11!1!!!"

a responsible whore reads her t&c's, reads entire threads at whoring forums, checks c-m's site for horror stories, understands the bets they are making, and attempts to maxzimaize profit all the while.

not reading the keno rules, betting a bet that doesn't maximize return, crying about a graphic that might be construed as misleading to an onlooker when she herself was not looking on during the play in question... irresponsible, irresponsible, irresponsible.

 

[mrrickyg]

player admits she was 4tabling poker and autoplaying keno (which was obv to whore the bonus), then claims she would not have made those bets if she knew she was losing pushes and that she assumed she was winning when she saw all those stars on the board.

player says 2500 is a lot to her, but that she regularly wins and loses 5000 playing poker.

mansion is not a download casino, so it isn't a far stretch to imagine the rules being mere clicks away on the website that she certainly already had open.

call me "savvy" but i look at the rules of the game before i start playing, especially when it is a form of game with which i am unfamiliar, such as keno.

call me crazy but i bet no one touched keno at mansion before this bonus loophole was found, and that any keno player would know that over/under loses in the event of a tie or at least knows to check whether that's the case. mansion had no way to know a star shows on a pushed loss bet since, and in any event it probably isn't stipulated what a red star actually indicates, so where the player derived that from is beyond me.

the mansion keno whore thread at 2+2 even says "don't bet o/u because it loses pushes zOMG so -EV!!!111!11!1!!!"

a responsible whore reads her t&c's, reads entire threads at whoring forums, checks c-m's site for horror stories, understands the bets they are making, and attempts to maxzimaize profit all the while.

not reading the keno rules, betting a bet that doesn't maximize return, crying about a graphic that might be construed as misleading to an onlooker when she herself was not looking on during the play in question... irresponsible, irresponsible, irresponsible.

That's all fine and good, but I am not a "bonus whore" with tons of experience dealing with the intricacies of the inner workings of casinos. I play a lot of poker for high stakes; that does not mean that its simply "ok" for me to lose money. My brightline test for this is, if I were a random noob off the street(which I am for online casino gambling), and this game did this to me at a Nevada casino, and I took it to the Nevada Gaming Commission, what would they do? The answer is obvious (well the game would never get NGC approval in the first place...), they'd slam the casino and the gamemaker.

Everything that you say is right: It all could have been prevented if I had put myself in a better position by reading the rules (which were not available on the console itself, and I'm not experienced enough to find them quickly in other places and/or understand that the bets that appear to be pushes are actually losses). But a girl who gets drunk, goes up to a guys room, and gets raped at a party could have avoided getting raped if she didn't get drunk and go up to the guys room; that doesn't excuse the rapist from the action.

I don't gamble in online casinos. I play poker. I saw the thread on 2+2 that I could clear the bonus profitably at keno and I used that as an excuse to GAMBLE (not make small bets) giving the house a chance to win. I didn't bet $10/h until the bonus was cleared, I bet up to $400. I have a good chance of going broke legitimately in those circumstances. I did like the prospects of a +EV bet, but I wasn't "whoring" the bonus. I even continued to play sports over the weekend, expecting a response from customer service (any response--I still haven't gotten an e-mail returned--Aren't unreturned e-mails an immediately rogueable offense??). This also isn't a problem that is isolated to me; many others are in the same situation. I have received several PMs from players with the exact same problem. We aren't experienced "bonus whores", we saw that you could play keno profitably with the bonus and played naturally as the game would suggest (Both an even money bet and a graphic showing a winner--1 push + 1 win naturally should be a winner under those cirumstances you win 1 bet - vig). Yes, the bottom line is with 100% vigilance we could have protected ourselves, but the fact is we are just average bettors; NOT experienced "bonus whores". Just because I play high stakes poker and am used to large and quick influxes and outfluxes of money doesn't mean I deserved or should sit by idly while I feel I got duped by a casino. Casinomeister is supposed to protect the average bettor from shady stuff like that; it's not here just to protect bonus whores who should have know better.

 

[mrrickyg]

Updates

I have some updates, but have decided to hold off til after the next business day to post them. If i could figure out how to just delete this post, I would. Sorry

 

[happygobrokey]

you're trying to clear a bonus profitably, but you're a gambler not a whore.

comparing a casino taking your losing bet to a girl getting raped is a poor analogy imo. the casino did not break any law or even their own rules by taking your losing bet. i like this analogy better: saying "but it showed a star so i thought i won" is like saying "but she didn't say no so i thought she consented".

if there were such thing as a total that was neither odd nor even (like i in mathematics, the imaginary square root of -1), that bet would lose if this total came up. you're betting "more in the upper" or "more in the lower" and if neither has more, both bets lose. it's like the 0 on roulette; red or black are even money bets but they are not 50/50 to win/lose.

the little graphic under the u/l bet shows clearly that there is a window in which neither bet would win. crummy that a star shows on the history board, but not reason enough to think you won those bets.

you keep saying you weren't experienced enough to find the rules for the game. you didn't think maybe it would be under "casino rules"? less than an inch away from "open new account"? on the site's main casino page, where you have to be to get into the game itself? is this the first online casino you've played? is this your first time on the internet?

do you also buy stocks and automobiles without checking them out first? it is not only whores who research their pursuits before investing. common sense would tell me and other rational people to know what we're getting into before risking a loss of money, be it a car that won't run, a stock whose company is going down the tubes, betting on a game of chance...

 

[mrrickyg]

you're trying to clear a bonus profitably, but you're a gambler not a whore.

comparing a casino taking your losing bet to a girl getting raped is a poor analogy imo. the casino did not break any law or even their own rules by taking your losing bet. i like this analogy better: saying "but it showed a star so i thought i won" is like saying "but she didn't say no so i thought she consented".

if there were such thing as a total that was neither odd nor even (like i in mathematics, the imaginary square root of -1), that bet would lose if this total came up. you're betting "more in the upper" or "more in the lower" and if neither has more, both bets lose. it's like the 0 on roulette; red or black are even money bets but they are not 50/50 to win/lose.

the little graphic under the u/l bet shows clearly that there is a window in which neither bet would win. crummy that a star shows on the history board, but not reason enough to think you won those bets.

you keep saying you weren't experienced enough to find the rules for the game. you didn't think maybe it would be under "casino rules"? less than an inch away from "open new account"? on the site's main casino page, where you have to be to get into the game itself? is this the first online casino you've played? is this your first time on the internet?

do you also buy stocks and automobiles without checking them out first? it is not only whores who research their pursuits before investing. common sense would tell me and other rational people to know what we're getting into before risking a loss of money, be it a car that won't run, a stock whose company is going down the tubes, betting on a game of chance...

You are taught since the first grade that a starred result/star on on your paper/star on a sticker by your name is a positive result. Also, in every other (and far more common result) a star is a winner (or at least a paying result if not a winning result). For example, hit 0 numbers and there is no star. Hit 1 or more numbers/get a payout/get a star. My point has never been I couldn't have prevented this by being better about reading the rules; my objection is that this site is a Casinomeister accredited site, and it should not be if they have games like this.

How do you apologize for the fact that I have received zero responses from their customer support? Whether or not I deserve to get my money back, this casino does not currently deserve to be a Casinomeister accredited casino in any way, shape, or form. The NGC would 86 a game like this, Casinomeister should too.

To all your criticisms of whether I'd do research before I bought a car/stock etc: It's really none of your business. It's probably a pretty good idea to do thorough research, because then you avoid problems. But thankfully there are regulatory measures in place to protect stock buyers and automobile buyers from the most blatant of scams. Establishing a pattern of starred results being a paying result is exactly the type of "scam" that regulatory bodies would stop. And if not a regulatory body, then a watchdog group such as this one. As online gambling has no powerful regulatory body, the only recourse to deal with a casino that has done something shady and doesn't respond to e-mails is to take it to a board like this one. Major online casinos have an obligation to have fair and consistent games; starring negative results is at bet grossly inconsistent and I don't see how a site with such inconsistencies can be "accredited".

As it is Monday, and I have yet to receive the promised e-mail from them by Monday, I'm going to go ahead and post my updates. Notice that in the chat transcript the guy explicitly tells me it's a problem he can't handle, and I'll have to be e-mailed a response back.

Three updates:

1.) I spoked with customer support on the 15th, and they said they had originally tried to send an e-mail on the 11th. I had not received this e-mail. I had them resend it, and it still didn't show up in the spam folder or main inbox, so it's possible there was just some other technical problem preventing delivery. They sent to an alternate e-mail address, and it arrived just fine.

2.) The email said this:

The above screen shot shows the rules that Keno is operated under for MANSION.COM

All on-line companies run this game slightly different to each other but the overall aspects are the same.

The odd and even bet is very similar the red/black/odd/even/high/low on roulette. However, with Keno there is no zero to hold the house edge. Therefore, the outcome here is just the same as a flip of a coin. Only there is no outcome or probability for a tie (the coin landing on its edge for example)
We can safely conclude that the percentage for the outcome of odd or even is 50% for each outcome.

If a bet is placed on the upper-lower section there is a third outcome that we have to take in to consideration.

That outcome is that 10 numbers land in the lower section and 10 numbers land in the upper section.

In order for a house edge to be present, as you are aware all casino games operate with a know house edge and this is never hidden from any one, the house selects what payouts should be made for said bet.

The game Keno can not operate the same as roulette as the number Zero is not used. Therefore MANSION Keno has selected to claim all bets when the outcome of the upper and lower bet is equal. This is clearly stated on the rules of the game when in the “log in” screen.

After an investigation of your game play we can conclude that there are no errors on the program and all bets were paid out as they should have been.

Unfortunately we are unable to make a refund of any bets that were reported as pushes as the rules state that on the numbers being equally located in the upper and lower halves the house will win.

So their claim is that the bet would have zero house edge if I were to assume this. Obviously this is not the case as the bet only pays 1.95 for 1. When they refer to the "above screenshot" they are referring to a .jpg file of the rules of the game.

3.) I had a conversation with support after reading the e-mail above, and he said he would forward to the appropriate department and I should hear back from them the next day. I asked if I could just be called, and he cited some seemingly bad reasons (US Law) as to why he couldn't speak to me. They are the only people I've ever heard interpret it as being OK to accept wagers, but not accept customer service calls. I could understand accepting internet wagers, but not accepting telephone wagers, but to not accept customer service calls seems absurd. Anyways, two days have passed and I still haven't heard from them at either of my e-mail addresses.

Welcome to Chat.Mansion.Com, MANSION David will be right with you.
MANSION David
Hello mrrickyg
MANSION David
RE: Hi, I am having questions still about my keno results.
MANSION David
How may i help?
mrrickyg
Hi, I'm still upset that I haven't receieved an e-mail back in regards to playing Keno and having it show me that pushes were pushing (not losing) because they were starred as if a positive result.
mrrickyg
I sent screenshots of the results and what the screen showed me and noone ever replied
MANSION David
So you did not receive the email and attachment sent on the 11th sept?
mrrickyg
no, i did not
MANSION David
They were sent to your registered email address of xxxxxxxxxxxxxx
mrrickyg
the only mail i have received from mansion since the 11th was about qualifying for the BB Freeroll
mrrickyg
on thr 12th
MANSION David
i will resend the email now
mrrickyg
OK, I have been complaining that I did not receive a response in public forums, I will makes posts that say that you tried to send on the 11th but for some reason it techincally failed.
MANSION David
I have resent it now, you should receive it imminently
MANSION David
thank you
mrrickyg
ok thanks...i still havent received it
MANSION David
I sent it to xxxxxxxxx@aol.com
MANSION David
Could it be that your email address is classing the email as spam and blocking it?
mrrickyg
can you try xxxxxxx@xxxxxxxxxxxxx.com ?
mrrickyg
no i checked the spam folder too
MANSION David
Hmm,
MANSION David
i will try that now
MANSION David
It's on its way
mrrickyg
ok thanks
mrrickyg
ok i received it
mrrickyg
hi ok
mrrickyg
they say thius:
mrrickyg
"
The odd and even bet is very similar the red/black/odd/even/high/low on roulette. However, with Keno there is no zero to hold the house edge. Therefore, the outcome here is just the same as a flip of a coin. Only there is no outcome or probability for a tie (the coin landing on its edge for example)
We can safely conclude that the percentage for the outcome of odd or even is 50% for each outcome.

If a bet is placed on the upper-lower section there is a third outcome that we have to take in to consideration.

That outcome is that 10 numbers land in the lower section and 10 numbers land in the upper section.

In order for a house edge to be present, as you are aware all casino games operate with a know house edge and this is never hidden from any one, the house selects what payouts should be made for said bet."
mrrickyg
but that is untrue!
mrrickyg
the house edge exists from paying 1:95 for 1 instead of 2 for 1
mrrickyg
It also doesnt address my concern, which was the game was showing me winners by starring the result
mrrickyg
i understand that the rules are written one way, but the game was faulty in DISPLAYING the outcomes to me
mrrickyg
by starring the results, and that concern has not been addressed.
MANSION David
one moment please
mrrickyg
I am willing to shut up and stop posting on the forums and not mention this again in the forums if you just refund the money. I'd even settle for a large rollover on the refunded dollars in sportsbetting on the exchange/sportsbook as one of the reasons I want to get this settled is so I can get back to using your service--I really liked it!
mrrickyg
except for this!
mrrickyg
the sports exchange is awesome
MANSION David
Ok, i have spoken to our Casino Dept regarding this matter and your issue has now been escalated to our Casino Manager for his attention and you will be contacted by our Casino Manager on monday morning/afternoon regarding a resolution to this issue
MANSION David
I'm sorry i cannot resolve this matter for you now as i do not have the expertise however our casino manager has full authority to resolve your issue
mrrickyg
ok thank you, is there any way that he can call me?
MANSION David
If you give me your contact tel# he may be able to call depending on US laws pertaining to the placing of online bets, however he equally may not be able to speak to you as company policy may prohibit him due to current US laws on online gaming, if you give me your contact number i will pass it on and you will either receive a call or an email
MANSION David
I understand you are also on pacific standard time, i will make a note
mrrickyg
ok thank you very much.

 

[bossplayer]

Interesting to see if they will actually reply addressing your real concern here.

Boy, this sure must be taking quite a bit of time away from your recreational, non-bonus whoring time.

Just goes to show though, if you hop on a train at that bonus killing forum, without doing your own research and paying close attention, you run some additional risks.

 

[Macgyver]

mrrickyg
It also doesnt address my concern, which was the game was showing me winners by starring the result
mrrickyg
i understand that the rules are written one way, but the game was faulty in DISPLAYING the outcomes to me
mrrickyg
by starring the results, and that concern has not been addressed.
MANSION David
one moment please
mrrickyg
I am willing to shut up and stop posting on the forums and not mention this again in the forums if you just refund the money. I'd even settle for a large rollover on the refunded dollars in sportsbetting on the exchange/sportsbook as one of the reasons I want to get this settled is so I can get back to using your service--I really liked it!
mrrickyg
except for this!
mrrickyg
the sports exchange is awesome

I'm sorry, but this reeks of blackmail.

I understand that you feel cheated and believe that you deserve your money back, but making statements that you'll "shut up and stop posting on the forums" if you do get it back only undermines your case.

Forums, especially this one, aren't a club or blunt instrument to be beat against a casino's metaphorical head to get what you want.

 

[mrrickyg]

Interesting to see if they will actually reply addressing your real concern here.

Boy, this sure must be taking quite a bit of time away from your recreational, non-bonus whoring time.

Just goes to show though, if you hop on a train at that bonus killing forum, without doing your own research and paying close attention, you run some additional risks.

This I agree with wholeheartedly.

And on the eyes rolling, really I'm not a bonus whore. I read 2+2 for the poker content (search the Internet Bonuses forum, you won't find any participation by me other than a question on how to clear my Mansion bonus, go figure). I play poker, and bet football like many other poker players. I loaded my account with $3500 for their bonuses/free steeler bet, and they probably would have gotten it all from me on football anyways. It just makes me madder than heck that they got it like this. :-(

 

[mrrickyg]

I'm sorry, but this reeks of blackmail.

I understand that you feel cheated and believe that you deserve your money back, but making statements that you'll "shut up and stop posting on the forums" if you do get it back only undermines your case.

Forums, especially this one, aren't a club or blunt instrument to be beat against a casino's metaphorical head to get what you want.

Wasn't intending to blackmail; I could have worded it better. Was more showing I was serious about finding a resolution to a problem and making them aware of the fact that I was using a forum and making noise. I don't know the best way to go about solving problems with casinos, but what I really wanted was e-mail dialogue with them. I didn't want to involve the boards in the first place, but as I've said time and time again, I'VE NEVER SPOKEN BY PHONE OR E-MAIL WITH ANYONE WITH THE POWER TO DO ANYTHING. Only chats with live tech agents who refer me to the casino manager, who never responds.


But I apologize if it came off as blackmail. I intended it more as a plea for settlement (i.e. settle with me, I'll say issue resolved, and it will quietly go away). I only said that a week after I took this to the boards as a plea for settlement; not as a threat. And only after never receiving any sort of e-mail response. If I had any feelings of maliciousness when I said that, I obviously would not have posted it for everyone to see. I really like mansion, I think they have a good product. But I feel they dropped the ball here, and I was trying to get their attention to show it to them.