Mansion Casino - UNPAID WINNINGS !!!!!

UNRESOLVED
LEE COCHRAN United Kingdom
posted on February 10, 2014.

Hello,

I was under the impression mansion was a legitimate and HUGE casino site as it used to sponsor my football team Tottenham Hotspur so though these clearly arent a rogue casino that does not pay its customers, I signed up an account where I deposited 300gbp and received a 200% bonus I believe...in the terms of the casino welcome offer and basically identifies that there are no restricted games and that all games count some percentage with wagering so I though great and decided to play live roulette first (which counts 25% towards wagering), I covered 8 numbers at 50gbp and it came in so I played on video slots (which counts 100% towards wagering) on large hands from between 75gbp and 100gbp a spin !!! so huge variance there after all its slots !! I managed to complete the wagering and withdrew 8,600g­bp...i­mme­diately I was asked for notarised ID which I did and sent off to the casino...I signed up my account on 4 dec 2013 and after Mansion admitting they received the ID 5 weeks ago there was still no update on the winnings until today...I received a very vague email from them to say the 300gbp deposit was reinbusred to me and the winnings were removed due to management decision...THAT WAS IT !!! I contacted a member of the mansion staff on the phone who unsurprisingly told me the risk department are non-contactable and he would endeavour to get an exact REASON why the winnings were removed, he more or less explained that it was because I played only One round on roulette and then went onto video slots as he was clutching at straws and didnt know the answer, so here i am flabbergasted as to why my winnings have been removed and the risk team clearly do not wnat or have a valid explabnation as to why...This colleague also ponted ou tto me term 13.2

13.2 In the event that MansionCasino.com believes a user is abusing or attempting to abuse a bonus or other promotion using different systems or strategies including but not limited to, playing as part of a syndicate or in collusion with other players, or is identified as playing in a way designed solely to exploit bonus awards, or is taking advantage of any software or system bug or failure or is likely to benefit through any form of abuse, then MansionCasino.com may, at its sole discretion, block, deny, suspend, withhold or withdraw any user from any bonus or promotion and revoke any associated loyalty points in such manner we deem fit and/or withhold the pay out of the proceeds of such abuse to the player in question. Where MansionCasino.com shall act in good faith to determine if there was actual or attempted abuse, including but not limited to more than one promotional claim per household (as per Section 13.5 below), attempts to tamper with the entry process, the operation of the promotion, or violation of the rules for the promotion.

I still dont know how this term has anything to do with me as I am an honest player who won fair and square and who adhered fully to the terms and conditions, I feel this vague explanation and 13.2 term is an EXCUSE AS THE casino could use this term and NOT PAY ANY WINNINGS TO ANYONE ???

I feel hard done by and will seek legal action against mansion casino if this verdict stands .

PLEASE HELP ASK GAMBLERS WHAT DO I DO ? does the casino respond on here and answer my questions etc ??? whats the next step ???

thank you.

posted on February 12, 2014.

Hello,

We had no choice but to close this customer’s account in accordance with regulatory requirements and as set out clearly in our terms and conditions. His deposit has however been returned to him without penalty.

Our experienced and well resourced Risk Department, upon thorough review of this player’s account and activity, have strong suspicions that this customer is engaging in serious misconduct designed to abuse our bonus system and partaking in a bonus abuse ring. As such we have no choice but to freeze the account and return his deposits until we have indisputable evidence to the contrary.

We cannot disclose, for data protection and other reasons, on a public forum the various means employed, and reasons our Risk Department has arrived at this conclusion. Suffice to say that it is a well reasoned and justified decision.

We note that since raising the issue on this forum, the customer has followed the appropriate channels for dispute resolution – by contacting the Gibraltar Gambling Commissioner.

We will therefore continue to handle this case in the proper and prescribed way; directly with the player and the Commissioner.

Many Thanks

Customer Support Team

Mansion Casino

LEE COCHRAN United Kingdom
posted on February 12, 2014.

Hi Mansion thanks for replying....please email to my registered email your views on the reasons employed to make this decision as I am still a little confused.

heres my background in answe to your elaborate conclusion that I am part of a Bonus Abuse Ring ;

Im a 28 year old man with two young kids, I have the odd flutter on casinos and as it was just before xmas i thought I would try and win some money on the tables using the lucrative welcome offer you provide, I fully checked the terms and conditions of the offer and I could see I was able to play any game that counted towards some sort of percentage to wagering, I am a complete novice online casino player and hold in total about 4 0r 5 casino accounts as I prefer the sportsbooks, when I have played slots from the off as I am quite naive and not relaised how easy you can lose your money on them I thought I would try my luck on some roulette first, to my amazement I put down some numbers and they came in so then I thought about playing slots as I would never have wagered the bonus using just roulette as it only counted 25%....with mansion vast array of slots on offer I was totally bemused what one to play until my youngest boy who is teddy bear mad shouted at the screen to play bonus bears and the rest is history ! I was completely amazed how much money I won and completed the wagering all within the terms of the offfer.....now that is my story of my play honestly to you mansion and the fact you think I am part of an abuse ring is laughable as I do not understand how I am remotely considered to be part of this 'ring' I am an honest single dad looking to get a bit of xmas money for my kids presents !!! I will fight tooth and nail through the courts if I have to get my winnings back as it is totally unjust this verdict as you in addition asked me to send notarised ID to you and the money will be processed were your chat reps words !! so I have outlayed this money as you asked for Identification to process the withdrawal which I sent you and was verified only for this dramatic U-Turn at the last minute ???

Disgruntled Customer.

p.s I was intending on continue playing in your casino with or without the bonuses going forward as I had such a great time playing and it was unduly cut short.

posted on February 13, 2014.

Hello,

This matter is already being dealt with via the appropriate channels (Gibraltar Gambling Commissioner) and therefore will not discuss this issue further via any public forum.

Many Thanks

Customer Support Team

Mansion Casino

LEE COCHRAN United Kingdom
posted on February 17, 2014.

Ask Gamblers can you advise on this as it is not a closed matter as I am waiting on a response from Gambling Commission in Gibraltar and have already hinted that they are busy and will reply when they are freed up ??

thank you.

posted on July 24, 2014.

Hello Again,

This issue was referred by the player to the Gibraltar Gaming Commissioner who, after reviewing all the evidence, declined to take further action on the referral, and so the matter is now closed.

Many Thanks

Customer Support Team

Mansion Casino

LEE COCHRAN United Kingdom
posted on July 25, 2014.

Hi,

my question is plain and simple mansion... you are treating me like some sort of criminal here, I have basically been offered a welcome offer won money in the casino and met the wagering requirements and now you wont pay me ! and further to this you are happy to go behind my back and talk about my account to your chums at the gambling commission and have expressed in great detail OBVIOUSLY what I have apparently done wrong...but you will NOT explain to the most important party in all this ie me the customer on what I have supposedly done wrong...do you think that is fair ? you need to elaborate on why you have confiscated 8,307gbp of my winnings ??? If the gambling commission do not want to get involved well fine by me but please tell me who my family lawyer needs to contact to get more information on this harsh treatment and begin court proceedings ???

I await your reply.