Mansion group voids 24K on false information VIPHOST

[GamblerXXXl]

Hi Guys,

I just wants the forum to be aware of this casino and tell you what has happened to me. Let me explain first that I am a loyal player of the mansion group since 2011 and never had any issues with this casino until now.

The last year I was playing extremely high stakes at the mansion group I think I roughly deposited over 60K. In the past half year I had some wins and they payed 10K in 1 day if I had a winning session, so I was very happy with the service of this casino they made like an elite vip player, so i was getting great offers every day and played them. I had vip host on the phone with new offers in the chat gave some cool offers they just wanted me to keep playing. I was all down for that, I had a hot run last month and won quiet a few sessions I was keep getting payed and it was all cool. So i got an special offers from my vip hostest only when I looked at the terms of the bonus I saw this rule

"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."

So I asked my vip host right away if there was any problem with this rule I will copy paste my chat so the forum can read it.

"
Host.: Okay I can offer you a 50% reload, and 50euro on top if you play with 500 or more

player: ok that sounds good

host.: Okay, just notify us prior to placing a deposit and we can add the bonus for you

player: ok

player: wherare the terms

host:

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host.: There you go, it has standard wagering requirement of 40 and it is non redeemable

player: is it a vip bonus?

host.: It is a bonus for a vip member

player: I see this rule 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.

player: can I only bet 5?

Host.: No, you may bet as much as you want, as long as there is no pure bonus abusive gameplay we will not void the winnings

Host.: However you can maximumly bet 20% of the bonus, so if the bonus is 100$ you cannot place a bet above 20$
"

Chat continues to talk about some other stuff....

After that I deposited 1000 euro and got a 550 bonus as I finished the session I had a 24K I only cashed out a small amount and kept playing with the rest to win even more, only a few days later when they want to process my money I got the email that my money has been void on the 5 euro max bet rule. I bet over 5 euro that is but I kept playing with same bet size, that I always play, I was always played with this same playstyle in the years before. Now I have a winning streak and they instantly voids my winnings when I am losing everything is fine but when you are winnings they start to do dirty tricks to not pay you, so for every other player that plays high stakes like me, not fall for this trick of the vip support.

It's under review by higher management now, I sent the full chat to them to read it this was 5 weeks ago still didn't got a responds...

 

[Casino2014man]

That is disgraceful..

They have a rep here I believe - contact him asap

 

[coxwel]

They shouldn´t try palying these games with one of their loyal customers, if the lady in chat told you do not worry "bet as you wish" its pretty poor if they pull this stunt on you now. I think you have a good case as you have the chat transcript and they offered you sth personal as you´re vip with them. Vip treatment should also mean "no bs" A guy dropping 60k should not be bothered with this, in my opinion they would be better off by powdering your *** Happy customer likely comes back and drops another 60k ^^

I really hope "higher management" is serious and pays you in full.

Keep us posted..

 

[GamblerXXXl]

Hey Guys,

Got an answer from the Mansion group that they are going to sort things out for me, it was a good conversation, I will keep the forum posted on the status of my issue...

 

[dunover]

I don't care whether they 'sort things out' or if they pay you. You were (past tense I hope) a big depositor and a 'VIP' yet they shafted you and took 5 weeks to attempt to sort it for you despite you having proved the CS told you that you could bet up to 20% of bonus.

I'd take the cash-out if they pay, tell 'em where to stick their bonuses and account and find somewhere else that actually values a VIP even when, God forbid, they win.

Look how Redbet treated Nate on his recent run of massive wins - THAT'S how you treat a VIP player.

P.S.
Playtech games generally have poor RTP's, especially Marvel ones.
Playtech happily provide software to rogue casinos.
Playtech have more casinos in the pit/not recommended here than any other software.
Playtech happily allow casinos to withhold jackpot winnings and drip-feed them to the 'lucky' winner.
Playtech - only casinos that are good are few and far between.
Playtech casinos routinely (not all) have 96-hour pending periods.
Playtech take over the platform of places that previously had MG (Like Ladbrokes) and IGT (Like Boyle) and things seem to slowly turn to ratsh!t.

Guess which casinos I NEVER join?

 

[Simmo!]

Playtech casinos routinely (not all) have 96-hour pending periods.

The default in the Playtech software is indeed 96 hrs although Mansion have set theirs to 48hrs and, with some VIPs, used to reduce further although not played recently so not sure if that is still the case.

Regards the OP, this is quite unusual as normally a casino will bend over backwards to keep a VIP playing and relax loyalty bonus rules because they know you will stick around.

 

[spintee]

I believe mansion group was in the (no can do list) Cannot seem to find them now?

Nether trust a CS help desk, There is very few that actually know what there talking about (Sorry for you good ones out there) Giving you a poxy 50% bonus should have been a clue to stay well clear,

Also do abit of reserch if deposit that sort of cash, I know you said you was paid a few times but thats what alot do, They wind you in on false hopes than take you to the cleaners

 

[Mouche12]

I believe mansion group was in the (no can do list) Cannot seem to find them now?

Nether trust a CS help desk, There is very few that actually know what there talking about (Sorry for you good ones out there) Giving you a poxy 50% bonus should have been a clue to stay well clear,

Also do abit of reserch if deposit that sort of cash, I know you said you was paid a few times but thats what alot do, They wind you in on false hopes than take you to the cleaners

This was not just the CS desk but a VIP host assigned to the OP. In either case, players must be able to rely on the info told by CS and if false info is given, the casino is responsible for not honouring its info/promises.

 

[spintee]

This was not just the CS desk but a VIP host assigned to the OP. In either case, players must be able to rely on the info told by CS and if false info is given, the casino is responsible for not honouring its info/promises.

I agree, But note that VIP host are just another CS in disguise to take cash from you, Make it look abit better,

I like it how they offerd it than after deposit they use the excuse about speaking to manager? Why not do that b4 hand or better still actually know something, I belive its a fast one any way, VIP / chat host / manager is the same knob, You do not get that sort of thing with sites such as 32 or guts, If you do than its sorted, They stick there hands up

 

[conker]

I echo the statements of many by adding that this is really poor form by a casino. Total short term gain for long term loss.

Mansion Group, like others that have taken a kicking on the forum recently have been around for 10 plus years and should know better. Maybe back in the good ol' days you could get away with treating players like this, but certainly not anymore.

For the OP's sake I am glad they have sorted it out now. Now take Dunover's advice and find a better place to spend your money.

 

[GamblerXXXl]

Mansion wants to pay me 5000 to keep my mounth shut.

Hi Guys,

Sorry for the long wait I have been out allot for business, plus there were some long (slow) communications from the Lesa casino VIP managers. They offered me me to settle for a 5000 payment and I didn't accepted it. I feel I have been treated unjustified by this casino and want to let all high rollers like myself know NEVER to play at this casino again. They have made threats that they will take legal action against me if I decided to post again on this forum. As I feel that the gambling community is entitled to this information and I am also hoping to get some feedback and help from the Casinomeister forum at the same time, I still wanted to write this post.

After my post here on Casinomeister I finally received an answer from the Mansion group it's started out with
"You have already publicized this dispute in the Casinomeister Forum, therefore we have already experienced damage to our reputation." the next thing they told me is that the legal team looked into it and that only the T&C is binding nothing else. They called it a inadvertent miscommunication coming from agent. I don't know if this is inadvertent or misleading to get big deposits in the casino and never willing to pay if there is money to be won. I call it a big FRAUD mechanism to trick in players and void there money!!

They did make a me a really generous purpose (their words) about the "misunderstanding" an ex gratia payment of € 5,000 in full and final settlement, upon your signing a settlement letter and contact the Casinomeister Forum to inform them that there was a misunderstanding on my behalf and that I want to retract my complaint. I was totally not agreeing on up this settlement but I thought let me read it and see what they want me to do and that just blew my hat straight off, let me posts some quotes as they already treated to take legal action against me if I would expose the full letter.

"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"

"time in the future, except for as follows: player will post a message on the Casinomeister forum, in response to his original complaint, stating that there was a misunderstanding on his behalf and the issue has been satisfactorily resolved."

Mansion is trying to get me to say it is my fault to not pay me in full. I believed I didn't do anything wrong so I didn't accept this offer. I had some communications with VIP managers and they just telling me that is was under higher review and I have to wait a couple of days longer, after some back and forth emailing they gave me their final response.

"Thank you for your patience whilst our management team reviewed your account.
After a lengthy review and considering all facts, the management team have upheld the initial decision and not refund you your winnings was an inadvertent misunderstanding from our Customer Support team, but the terms and conditions are binding.

Furthermore the ex-gratia payment offered they felt was suitable compensation for a communications misunderstanding that took place"

In every mail from Mansion casino they said just go to the regulator file you complaint over there the Gibraltar Gambling Commissioner, I never heard of them I don't know if that regulator is fair and honest but if they are so pushy for it I think it has to be a lost case with for me. I am outrages and willing to take action against this casino so if anyone has a good lawyer on Gibraltar that is trusted and not lives under the same roof with this casino, I would be happy to get PM , as I heard way to many stories about ppl paying a lawyer and starting the case and never hearing back from these lawyers again.

Any help, advice is appreciated

 

[Nicola]

This reminds me of the multi-million jackpot win where a lady signed a letter and wrote off a significant amount of her winnings

One reason why I have not used PlayTech for years and never will again.

I hope you reach a resolution and/or the Gibraltar Authorities uphold your claim.

 

[spintee]

Mantion group is already no go in this site, There are are few that running from them wich I pontined out some yraer back,

I notable to read that bit but will be back and get bit help

 

[vinylweatherman]

Definitely a miscommunication, they should fire the incompetent VIP host that said the player could bet up to 20% of the bonus as it is they that caused this whole mess in the first place. They have very little wriggle room because the player made it pretty clear what their query was, and asked for the answer to be repeated in a couple of different ways through slightly different questioning in order to be absolutely sure.

In effect, an agent for the company agreed on behalf of the company a bespoke variation for this specific deposit, and the player made it clear that his decision to deposit was down to the agreement made with the host, whereas they would not have deposited had the standard terms been confirmed as being applicable by the host.

Of course they want the Gibraltar authorities to mediate, they are not truly independent and will most likely rule in favour of the casino, regardless of the probability that this would violate the EU directive on consumer protection legislation (which makes Gibraltar rather convenient for casino operators as they don't necessarily have to abide by all the EU rules and regulations due to an unusual status with the EU held by Gibraltar).

They probably feel confidently well insulated from legal action from players, but equally they probably won't want to follow through with their counter threats either, it would be as tricky for them as it is for you taking them to court in Gibraltar. They are probably looking at libel, but so long as you confine yourself to the truth, and have evidence to back it up, you are not in too much danger, hence they are trying the tactic of paying you 5000 to make you go away.

Tell them you will accept 24K in full and final settlement, you will even let them call it a "good will gesture without admission of liability", and will post here upon receipt that this has been dealt with to your full satisfaction.

 

[spintee]

@GamblerXXXl

Really glad you ignored the the bit about posting here, But if they knew about posts than than they should also know about post not being able to delete,

Take a look at pogs rating
Trustworthiness: 2/10
Payout Speed: 3/10
Customer Service: 9/10
Bonuses: 3/10
Software: 10/10
Slot House Edge: 10/10
Comp Points: 2/10
Licensing: 6/10
Overall: 5.3

Cs would be good with payouts at that rate just to wind you in and talk bullshit to you, I have just seen that they are U.K license which I did not know about, I also no a few briefs but they wouldn't know about this sort sort of stuff,

 

[Batman]

I really don't understand casinos that do this.

You have a player that deposits $1000 in ONE deposit!!!
The poor bastard gets lucky and hits a win... (he's not even going to be even with all he lost in the casino).

And then I don't know, what's happening with the casino at that point?

Are they having a council? Sitting around a bonfire passing the peace pipe, smoking and asking one another:
- Should we pay him?
- Neah, not this one... what's the worst he can do?

The OP, after winning the 24k, I am almost certain he would deposit another 10-20k easily in the same casino in the next few months... because - gambling...
They just lost a valuable customer that actually made them money!

Truly hope this will be solved in the OPs favor! Especially after the blackmailing part, which is truly disgraceful!

 

[spintee]

I hope it gets sorted in players favour, Offering 5k to keep mouth shut is a disgrace, I cannot guess what they do but it wil not be far of what you said and be sitting round a fire eating good meat,

I personally would nether depost so much money and take a bonus, If I had that much to spare than it be a straight depo on a good site, What people doing depo thousands with a bonus? Is beyond me,

I like a bonus but only deposit small, Why risk that sort of cash when so much to lose such as bet to much, Played our sister site, play wrong games & rest of bul shit, I know a grand or 2 is not much money to some people and belive me I have blown that away in a night going out but gambling it is a different stopry

I really don't understand casinos that do this.

You have a player that deposits $1000 in ONE deposit!!!
The poor bastard gets lucky and hits a win... (he's not even going to be even with all he lost in the casino).

And then I don't know, what's happening with the casino at that point?

Are they having a council? Sitting around a bonfire passing the peace pipe, smoking and asking one another:
- Should we pay him?
- Neah, not this one... what's the worst he can do?

The OP, after winning the 24k, I am almost certain he would deposit another 10-20k easily in the same casino in the next few months... because - gambling...
They just lost a valuable customer that actually made them money!

Truly hope this will be solved in the OPs favor! Especially after the blackmailing part, which is truly disgraceful!

 

[Captain Chaos]

I think the problem is that some casinos simply view customers as cannon fodder. They don't care because they believe that someone else will simply come along and fill the void. These are the casinos that should naturally be avoided but sadly, as we all know, people will always sign up with such establishments. This isn't of course the players fault. Most people on the street would consider, in this example, the casino to be highly reputable due to their previous high profile sponsorship deals (Tottenham Hotspur comes to mind). They will see that 32red sponsor Rangers and think 'these guys must be good. What can possibly go wrong?' Though, as we all know, plenty can go wrong. What is irritating though is that it doesn't just put off the player from the establishment that has tried to stiff them, it might put them off playing at other places or worse, consider these household names not much good and try unheard of clip joints.

I really hope the OP gets this sorted. It's not way to treat any player and certainly not a high roller. Absolute madness to gamble with losing such a customer. Do these people not want to make money? The mind boggles sometimes...

 

[zebedy]

I think i would definately try Gibralter.

You read the terms and even questioned those terms and was basically told to ignore them by the host, The host got it wrong and now they are trying to screw you out of 24K.

Isnt what they have done called Misrepresentation and covered under the Misrepresentation Act 1967. or is it different for online casino's operating out of Gibralter ?

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,

It may also be time you speak to your own lawyer and see what they say. Although doing so and taking action will probably cost you more than whatever winnings you have and i expect the casino knows this, so are trying to bully you into taking the 5K

player: I see this rule 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.

player: can I only bet 5?

Host.: No, you may bet as much as you want, as long as there is no pure bonus abusive gameplay we will not void the winnings

Host.: However you can maximumly bet 20% of the bonus, so if the bonus is 100$ you cannot place a bet above 20$

After my post here on Casinomeister I finally received an answer from the Mansion group it's started out with
"You have already publicized this dispute in the Casinomeister Forum, therefore we have already experienced damage to our reputation." the next thing they told me is that the legal team looked into it and that only the T&C is binding nothing else. They called it a inadvertent miscommunication coming from agent. I don't know if this is inadvertent or misleading to get big deposits in the casino and never willing to pay if there is money to be won. I call it a big FRAUD mechanism to trick in players and void there money!!

 

[Batman]

I would recommend the OP to do a PAB before contacting a lawyer.
Hopefully Max will be able to sort things out for him.

I agree with you Spintee, I usually spend all that money in land-based casinos only.
I play with bonuses in online casinos, but smaller values on deposits, not to risk all that money, but it will add up to the same amount I spend in land-based casinos at one point...

 

[spintee]

I think the problem is that some casinos simply view customers as cannon fodder. They don't care because they believe that someone else will simply come along and fill the void. These are the casinos that should naturally be avoided but sadly, as we all know, people will always sign up with such establishments. This isn't of course the players fault. Most people on the street would consider, in this example, the casino to be highly reputable due to their previous high profile sponsorship deals (Tottenham Hotspur comes to mind). They will see that 32red sponsor Rangers and think 'these guys must be good. What can possibly go wrong?' Though, as we all know, plenty can go wrong. What is irritating though is that it doesn't just put off the player from the establishment that has tried to stiff them, it might pu\t them off playing at other places or worse, consider these household names not much good and try unheard of clip joints.

I really hope the OP gets this sorted. It's not way to treat any player and certainly not a high roller. Absolute madness to gamble with losing such a customer. Do these people not want to make money? The mind boggles sometimes...

Your right there is always somebody that is going to fit in the hole, No mater what is said are geting a new player's that are filling there pockets,

They obvious read the fourms but do not give dam, I have to stress just because casino is not listed as accredited does not mean there not good to play, But thats where people cumble, They fall a prey than only do a search after and find out sites such as this, It looks like the new U.K regs are not doing much any way, And decent sites do not even need a licence in my option, Some have it just to rinse more players, some just to go by rules, I play some sites and no U.K licence and not had no trouble

 

[zebedy]

I would recommend the OP to do a PAB before contacting a lawyer.
Hopefully Max will be able to sort things out for him.
.

Unfortunately they are on the No Can Do List, They wont share any info with any 3rd party

 

[Batman]

Unfortunately they are on the No Can Do List, They wont share any info with any 3rd party

If they're that concerned about this story (negative publicity) they might just do the right thing in the end.
They're obviously aware of this topic. So I truly hope they'll come around and give the OP what's actually his.

LE: Just noticed the OP already submitted an unsuccessful first PAB against an accredited casino, so he can't submit the PAB.

 

[ugaboga]

I get a lot of spam from Mansion group, 200% bonus offers and the like. They've always tempted me, as others have said, they have the allure of being established and sponsor a major football club.

However, after reading this thread and their attempt to offer hush money, I wouldn't give them a cent. Instead of accepting accountability for what you were told by their representative, they've tried to intimidate you with legal threats and offered you measly compensation to stay quiet.

Like Vinyl says, they haven't got a chance with any libel suit. You are a customer and you are merely stating your experience with the service they provided you. There isn't any legal grounds for them to pursue libel because you are outlining facts relating to your experience.

Don't fear from their threats, post it on as many forums as you can.

 

[The Blue Anchor]

ridiculous. Since they have shown they are sensitive to criticism, I'd post your story to every gambling forum - maybe even set up a blog with your experience and cross reference to it from social media. Stick to the facts though.

 

[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.