Resolved Name and shame: Mansion Casino

And

banned user: PAB involving player fraud
PABnonaccred
PABnoaccred
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
 

Christoff

Registered
that's a shame - you should follow this through as you appear to be in the right :thumbsup:
 

And

banned user: PAB involving player fraud
PABnonaccred
PABnoaccred
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).
 

vinylweatherman

You type well loads
CAG
MM
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).
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.
 

GGW Laurie

Well-Known Member
good luck:) and i hope this gets resolved and you get your money soon..............laurie
 

cyprean

Banned User
PABnononaccred
There's bad support and then there is Mansion.

Their live chat is somewhat better, I suggest that you try that too.
 

vinylweatherman

You type well loads
CAG
MM
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
 

tristan727

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

And

banned user: PAB involving player fraud
PABnonaccred
PABnoaccred
I'll sent a PM to the rep re: this thread. Hopefully that'll get some action on this.
Unfortunately they did not contact me.
I think they might be considered a hot favorite for the "not recommended" section?
 

maxd

Complaints (PAB) Manager
Staff member
Ugh, this is an automated reply I got from their rep:

I will be out of the office until 28th December 2007.

For urgent enquiries please speak to the Duty Manager on +350 79991 ext. 205.
I'll try another email contact but chances are we're going to get caught in the holiday season slow-down.
 

petkaymad

Dormant account
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.
 

MANSION Casino

Dormant account
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
 

jas2587

Ueber Meister
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
 
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KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
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.... Cindy
You give your location as FL = Florida? :confused:
Or is FL somewhere else...?
(Americans can't play at Mansion as it's Playtech)

KK
 

lojo

Banned User - repetitive violations of <a href="ht
You give your location as FL = Florida? :confused:
Or is FL somewhere else...?
(Americans can't play at Mansion as it's Playtech)

KK
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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