Problem with Mansion Casino

UNRESOLVED
posted on April 5, 2014.

I have problems with Mansion casino. They removed all my winnings without explanation. After several letters I was told it was because I made bets with low risk which is forbidden by Terms. There are two problems with this: first, I did not make bets with low risk and second, there is nothing in Terms that says such bets as I made are low risk or forbidden. I ask this casino to restore balance.

posted on April 9, 2014.

Hello,

Thank you for raising your concerns.

Please be advised that in our General Terms and Conditions of Use, under section

13.7 you will find the following:

13.7 Any player found to have wagering completed via low-risk betting on any form of Roulette, Baccarat, Craps, Spin and Win and Wild Vikings in the casino will not be allowed to include this amount towards their wagering in conjunction with the bonus that is active on the account. MansionCasino.com reserve the right to withhold any amount in excess of the members original deposit until the correct amount is wagered fully and fairly.

If the player has any doubts as to the nature or style of his bet history with Mansion Casino then they need only revise their game history.

Should the player review their gaming history they will see a substantial volume of low-risk bets.

Mansion Casino feels completely justified in the handling of this incident as the player has had his original deposit returned.

Many Thanks

Mansion Casino

Customer Support Team

posted on April 10, 2014.

Again, there are two problems.

1 I dont think I made low risk bets. It was about 1/6 probability to lose my bet completely, 2/6 each to win or lose 5 euro and 1/6 to win full amount if I understand correct. Low risk would be bets on both red and black for example. Or cover of full table 36 or 37 number. The term you give has no definition of low risk. But it mentions only games which allow bets on both outcomes or all outcomes or bets with no risk. This means that this types of bets are meant as low risk. My bets were not such. I think this is common understanding.

2 This term says you can withhold amount above deposit until correct wager is made. It does not say you can remove the balance and not give player a chance to receive winnings at all.

The casino has not acted fairly

posted on April 10, 2014.

Hello,

Since raising awareness of this issue we re-investigated the circumstances regarding your account corrections to ensure no mistakes were made on the account.

However during the course of our investigation we have also identified that the player was in fact in breach of terms and conditions 13.3:

13.13 The relevant wagering requirement must be met before you can withdraw any winnings, where details of the wagering requirement applying to each particular bonus can be provided by contacting [email protected] Should you request a withdrawal before meeting the wagering requirements or playing excluded games you may forfeit any winnings over and above the amount of your original deposit. All double options on Slots & Video Poker (all varieties) will not count towards wagering.

We apologize for not being explicitly clear in our last communication to the player where this should also have been included and can appreciate that perhaps it seemed rather unfair from the player's point of view.

However this does not change the facts about the player's behavior (low bets) and the infringement of several terms and conditions of use within our casino.

We hope the player acquiesces and accepts our clearly justified decision.

Thanks

Mansion Casino

Customer Support Team.

posted on April 14, 2014.

This does not change the problems with your decision. The bets I made had more than 50% chance to lose my bet in part or in full. This is not low risk. If you wrongly consider such bet low risk you should have it explained in the terms. This is not common understanding of low risk. And using that rule is not justified. Low risk would be betting on all outcomes. This is what the term implies. Just do a google search of low risk to understand that my bets were not such.

Now you find another excuse not to pay by using 13.13. I checked the wagering requirements in the relevant section before making a withdrawal. If the bets I made are considered low risk I should have been informed about it either by support or by your system. The information in my account should have reflected actual wagering requirement. Otherwise, this is deception of your customer. You even had me send the notarized id and only after this you could realise that "my bets were low risk"? Oh my God.

By using the fact that low risk is not clarified in terms you make a trap for any player and use it by misinforming his about wagering status in my account section and then saying "you see, you withdrew before meeting wagering requirements". How is this fair?

I have not broken a single rule at your casino.

Please review and reconsider the situation and the decision.

posted on April 18, 2014.

I'm waiting for reply.

AskGamblers
posted on April 21, 2014.

 Dear kaligula31, 


Please inform us is this issue resolved. Can we close this complaint as solved? Thank you.

posted on April 22, 2014.

Hello.

The complaint has not been solved. I would prefer to get a reply from the casino so please don't close it if possible.

posted on April 22, 2014.

Hello,

As per our previous response we’ve re-investigated the circumstances regarding your account corrections to ensure no mistakes were made on the account.

During the course of our investigation we have identified infringement of several terms and conditions of use within our casino.

Mansion Casino feels completely justified in the handling of this incident as the player has had his original deposit returned.

Many Thanks

Mansion Casino

Customer Support Team

posted on April 26, 2014.

I'ii reply soon.

posted on April 29, 2014.

Hello,

Mansion Casino feels completely justified in the handling of this incident as the player has had his original deposit returned.

Furthermore the complainant has had more than sufficient time (7 days) to consider a response and would normally have their post closed under the rules and auspices of this forum which allows up to 3 days for a response to be made.

In light of the previous investigations made at the behest of the complainant Mansion Casino considers this matter closed.

Many Thanks

Mansion Casino

Customer Support Team

posted on May 1, 2014.

I am truly sorry for late reply. I had some health issues.
Your handling of this matter is infinitely far from being justified. It is quite the opposite, in fact.You have not responded to any issues raised in my previous reply. Let me go
through again to be completely clear

1. What is low risk? I did some math and it seems my bets had the following chances:

6/37 to lose 30 euro

13/37 to lose 10 euro

13/37 to win 10 euro

5/37 to win 30 euro

Numbers change slightly if it was french roulette, I am not sure about that.

I had more than 50 % chance to lose. So how is this low risk? Is a blackjack insurance bet low risk? Is baccarat banker bet low risk? Only games where bets on all outcomes simultaneously are possible included in the list in that term. This suggests that this abusive type of bets is forbidden. My bets had significant risk and did not cover all or most outcomes.

2. More importantly, how could I have possibly known you consider them low risk, whether or not they are such in reality?

13.17 says that member using low-risk bets "will not be allowed to include this amount towards their wagering ...". Does this mean that the automated wagering status will reflect this? If it does not, which means it is defective, how should I possibly know about it? Or does this mean he would be informed by support? When? Only after making a withdrawal, right?

Also, "Mansioncasino.com reserve the right to withhold any amount in excess if the members original deposit until the correct amount is wagered fully and fairly". This suggests that a member must be informed that additional wagering must be made. And reserving the right means this rule is discretionary. How could I have known whether or not this right will be used?

If
a) automated wagering status reflected true wagering taking "low-risk" bets into account;
or
b) a clear definition of low-risk bets was present in your terms,
then use of 13.13 would be justified.

If neither a or b is true, the only fair solution is informing the player about your view of his bets as low-risk and that a specific amount must be additionally wagered. If you failed to do this before withdrawal was made and wagering information in "my account" did not reflect TRUE wagering status, you have no right to remove the winnings.

Overall, in this level of uncertainty, using the 13.13 rule and saying I did not meet the wagering requirement so you can keep winnings is completely unfair. The only fair compromise would be restoring my winnings with the condition that wagering must be met using different games or bet types.

posted on May 1, 2014.

You keep saying that I infringed several terms and conditions. What are they?

posted on May 5, 2014.

I'm waiting for reply.

posted on May 5, 2014.

I'm waiting for reply.