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Resolved Name and shame: Mansion Casino

Discussion in 'Casino Complaints - Bonus Issues' started by And, Nov 17, 2007.

    Nov 17, 2007
  1. And

    And banned user: PAB involving player fraud PABnonaccred PABnoaccred

    Occupation:
    Marketing consultant
    Location:
    Europe
    Short story: They've invited me to an exclusive $700 bonus, which should be released after wagering. They claimed they've added $350 to my account in the middle of wagering (I never noticed), and then I'm not entitled to any more.
    It took more than 10 days to reply to my original question, and to my next query they sent a blank email. I've contacted their rep via PM around 10 days ago, he also ignores me (although he logged in in the last days).

    Long story:

    Sent: 11/2/2007


    Hello

    I was invited to a $700 match bonus - I made the deposit a while ago, got a confiramtion popup that it will be paid after wagering $35 000. Now live chat told me I've wagered in excess of $36 000 but the bonus hasn't been released to my account.


    Received: 11/12/2007

    Hello,



    Thank you for your e-mail regarding your Casino Bonus.



    After reviewing your account we can see that you only met half of your wagering requirement sto release $700 bonus so we therefore released 50% of his bonus ($350).



    You only reached the full wagering requirement by using this bonus so he is not eligible to recieve any further bonus.



    We hope this clarifies our promotional requirements; however should you require further assistance please do not hesitate to contact us.



    Kindest regards,



    Michael


    Sent: 11/12/2007

    Dear Michael,

    I have wagered the required amount ($35000).
    Nobody asked you to release half of my bonus prematurely so I should not bear the "consequences".
    Furthermore, when I logged in after you allegedly released half of my bonus I remember to have a balance of less than $350 anyways. I might be wrong but for the avoidance of doubt can you email me my bet history of
    (a) the last bets with account balance when I logged out before you applied the bonus
    (b) the first bets with account balance when I logged in and you applied the bonus

    Also I think that I'm entitled to the full amount ($700) and I also do think that your response time (10 days) is problematic, especially that I'm a loyal customer for a long time, having used your site for sportsbetting for more than a year as well.
    Should these problems not be addressed shortly, I'm considering to make a complaint at the Casinomeister forum as well.

    Kind regards
    Andy6
     
  2. Nov 17, 2007
  3. Christoff

    Christoff Experienced Member

    Occupation:
    Media Auditor
    Location:
    Spain
    that's a shame - you should follow this through as you appear to be in the right :thumbsup:
     
  4. Nov 17, 2007
  5. babs7262

    babs7262 Banned User

    Occupation:
    On Disability,p/t online slots reviewer
    Location:
    PA
    Did things work out for you? Good Luck and I hope you get your money
     
  6. Nov 17, 2007
  7. BingoT

    BingoT Nurses love to give shots

    Occupation:
    Nursing & Run Bus Trips
    Location:
    Hartford,Ct
    That really *&^%* go after them.
    Fight to the end.
    Good Luck to you.
    B-T
     
  8. Nov 28, 2007
  9. And

    And banned user: PAB involving player fraud PABnonaccred PABnoaccred

    Occupation:
    Marketing consultant
    Location:
    Europe
    No reply to the PM sent 3 weeks ago to their rep. Customer Services also ignore me.
    They can't even say they didn't get my message, because I always get an automatic reply that they receievd my email.

    What are my options? PAB or, can I complain to the Gibraltar Authorities? (I think they are licensed in Gibraltar).
     
  10. Nov 29, 2007
  11. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    PAB might be the best option. Bryan can give the rep here a prod in the hope he will address your PM. The fact you get an autoreply does show that CS are ignoring you, either by design or incompetence. Do you have phone access to them, it is harder to ignore that without them being clear about doing so by refusing to address the issue or just hanging up when they find out who you are. If you DO get clearly ignored, then after the PAB has had time to work through the system, try complaining to the Gibraltar authorities that you are deliberately being ignored by the casino who refuse to address the issues. Gibraltar licencing does not necessarily mean a good operation, look at all the trouble a while back with Reef Club and 888.com!
    In complete contrast, 32Red is licenced in Gibraltar, and complaints are few, and are usually down to simple misunderstandings that are quickly resolved.
     
    1 person likes this.
  12. Nov 29, 2007
  13. GGW Laurie

    GGW Laurie Dormant account

    Occupation:
    Self Employed
    Location:
    In the Beautiful South !!
    good luck:) and i hope this gets resolved and you get your money soon..............laurie
     
  14. Dec 6, 2007
  15. cyprean

    cyprean Banned User PABnononaccred

    Occupation:
    Freelancer
    Location:
    Sun/Moon
    There's bad support and then there is Mansion.

    Their live chat is somewhat better, I suggest that you try that too.
     
  16. Dec 6, 2007
  17. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    I'll sent a PM to the rep re: this thread. Hopefully that'll get some action on this.
     
    1 person likes this.
  18. Dec 6, 2007
  19. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    I have just received a scratchcard in the post from Mansion. They want me to try their casino again with their new software (Playtech). This thread, though, does not fill me with confidence. There are enough reputable casinos with substandard levels of CS, so while I may play the free chip in a moment of boredom, I doubt it will have the intended effect of making me want to deposit again.
    Still, it's another sheet of A4 printed on one side only, for which my printer gives thanks:D
     
  20. Dec 8, 2007
  21. tristan727

    tristan727 Banned user - violation of <a href="http://www.ca

    Occupation:
    credit manager
    Location:
    London
    Scratchcard went straight into my bin- I don't play at Casinos who advertise a game as being allowed for a promotion, then suddenly decide it was an error, and then go into people's Neteller's accounts to get their money back....even if the rep here resolved one particular bloke's beef about it here. I don't recall him ever addressing any of the wider issues - some of which I tried to raise & question here...but even then he just said to pm him with any particular problem I was having.
     
  22. Dec 19, 2007
  23. And

    And banned user: PAB involving player fraud PABnonaccred PABnoaccred

    Occupation:
    Marketing consultant
    Location:
    Europe
    Unfortunately they did not contact me.
    I think they might be considered a hot favorite for the "not recommended" section?
     
  24. Dec 19, 2007
  25. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Yes, no reply here either. Let me try again before we get out the ugly stick.
     
  26. Dec 20, 2007
  27. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Ugh, this is an automated reply I got from their rep:

    I'll try another email contact but chances are we're going to get caught in the holiday season slow-down.
     
    1 person likes this.
  28. Dec 27, 2007
  29. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Just heard from them ... they're back from vacation and looking into it now.
     
    1 person likes this.
  30. Dec 28, 2007
  31. petkaymad

    petkaymad Dormant account

    Occupation:
    Network Admin
    Location:
    Out Woopwoop Way
    I used to use Mansion prior to them going to Playtech and enjoyed a degree of success, but since Playtech was implemented I have been very unsuccessful so they get wide berth from me now. I wagered over $100000 with them so I still ocassionally get emails telling me I have a bonus but have not bothered taking them up anymore.
     
    1 person likes this.
  32. Dec 28, 2007
  33. MANSION Casino

    MANSION Casino Dormant account

    Occupation:
    Member Service Manager
    Location:
    Gibraltar
    Hi there

    First of all please let me apologise for the delay in responding to this. No excuses Ill just say sorry.

    Ive had a look into this specific case and would like to explain exactly what happened with the bonus in the first place. As part of our retention activities some time ago we reviewed all of our lapsed players and redeemed the bonus you had been wagering towards as a way of inviting you back. The email below was sent out at the time but please accept my apologies if you didnt receive it:

    Dear Andras Peter,
    We notice that you have yet to receive your Welcome Bonus at MANSION.com Casino.

    Well dont worry. We want to help you!

    Weve reviewed your account and decided to award you with a cash bonus of $350 which will be waiting in your bankroll the very next time you login and play.

    Thats right - no tricks, no gimmicks, just $350 bonus cash.

    You dont even have to deposit again - just play your favourite games from over 90 great MANSION.com Casino classics, now featuring more Progressive Jackpots than ever.

    Visit our Latest Promotions page for more details.

    Enjoy your bonus and well see you at the tables,
    The MANSION.com Team

    As you had completed 50% of your bonus we redeemed 50% of the value of your full $700 bonus. Redeeming this bonus meant that the remainder of the bonus was cancelled as any further bets made would now be with bonus funds meaning you would meet any future wagering requirements with the redeemed bonus rather than your own money.

    Although this was our logic at the time I have now redeemed the rest of your bonus balance of $350 giving you a total bonus of $700 as goodwill due to the confusion in this instance. Youll see the remaining $350 when you log into the casino.

    Please again accept my apologies for the confusion regarding this bonus but I assure you that it was done with the best of intentions at the time.

    If you are anyone else does have any more issues please dont hesitate to get in touch with me personally and Ill do my very best to sort it out. Im back from vacation now and will ensure that I check in regularly. :)

    Thanks
    Sarah
     
    2 people like this.
  34. Dec 29, 2007
  35. jas2587

    jas2587 Ueber Meister

    Occupation:
    none
    Location:
    FL
    Quote::::Hello

    I was invited to a $700 match bonus - I made the deposit a while ago, got a confiramtion popup that it will be paid after wagering $35 000. Now live chat told me I've wagered in excess of $36 000 but the bonus hasn't been released to my account.



    why do casino's release a bonus when you are playing away 9 times outta 10 the player does not see the bonus being added to the account and thus cause's the confusion specially when you state you have to wager $35000 before you get the bonus then sneak it in

    very sneaky

    Cindy
     
    Last edited: Dec 29, 2007
  36. Dec 29, 2007
  37. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    You give your location as FL = Florida? :confused:
    Or is FL somewhere else...?
    (Americans can't play at Mansion as it's Playtech)

    KK
     
  38. Dec 29, 2007
  39. lojo

    lojo Banned User - repetitive violations of <a href="ht

    Occupation:
    Tradesman
    Location:
    USA
    Was that jas cindy who had a hard time putting a sentence together before... ahhh damm it.
    Busted Liz, you will have to petiton the Meister yourself.

    I'll stand for you to post here.
     

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