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Mansion Casino - Free spins & winnings denied due to software glitch

Complaint Info
Disputed casino Mansion Casino
Reason Software glitch
Amount $ 30
Posted on December 12, 2016

Within only a few hours of registering & making my first deposit at Mansion Casino, I had a game freeze at the end of a free spins round. The game was Sinbad.
Not a big deal I thought. I have had this happen many times with other games and at other casino. I will just close down the game and open it back up again. All will be fine, I will be awarded my free spins win and carry on. Not so.
The game wouldn't let me close it, so I had to close down the casino itself.
After logging back into the casino & returning to the Sinbad game, I was immediately taken to the last spin of the free spins round & then the game froze again. As previous, I also could not close the game.
I emailed support & after waiting over an hour I was informed that the game was "reversed" & that I "need to enter the game".
I did, but when I opened up the Sinbad game the free spins were gone & so were the winnings from the free spins.
Now this was a small amount. $14 & change, $14.35 if I remember correctly, & probably still less than what I had invested in the game. But I immediately closed the game back up & contacted support again querying where my free spins or winnings were.
After waiting over 8 hours for a response, I was told
"Please note that the game froze in the middle of a bet not in a free round."
Pardon me, what?
I think somewhere in that response I was just accused of lying?
Not a we don't see.. or it appears that... just "not in a free round."
Not that I can prove this, but I just recently started paying at Playtech casinos and don't believe I have ever played their Sinbad before. This was definitely the first time I had ever won free spins as the arrival of a grey dragon wild symbol was new to me and also solidified in my mind that it was indeed a free spins round that I had been playing.
Needless to say, I emailed support again contending that the game most certainly did freeze at the end of a free spins round and expressing that I didn't appreciate the implication that I was trying to rip off the casino. In this email I also asked to be forwarded a copy of my game play.
I then emailed a quote from the Ask Gamblers complaints section stating that I was entitled to know the reason for the glitch with the Sinbad game as well as to receive the system log for the session.
The response was that there was a glitch in the internet connection.
I have now emailed support asking how they explain the coincidence that this glitch in the internet connection has occurred twice & both times it coincided with the end of a free spin round on the game Sinbad?
I have also re-requested a log of the session in question.
Please note that the reply did not deny nor apologize for the implication that I was lying. I was however reminded that I still had a casino balance and "you can try your luck with them and if you are unlucky can contact us to review offers"
No thanks.
My preference would be the return of my $30 deposit as the situation has left me with zero desire to play at this casino.
Assuming the return of my deposit is not an option, than I would like my $14.35 free spin winnings and after that is returned to me then I will "try my luck".
As the situation continues to be contentious and as I am not particularly savvy with technical issues, may I ask for your assistance with this matter.
Thank you in advance Ask Gamblers Complaints Team.

Posted on December 15, 2016

Dear @SuperShell64,

Please let us know if there's some update on your issue.

Posted on December 15, 2016

Nothing beyond their previous position. (Email attached).
Still have not forwarded log of game session in question.
Thank you again for your help.

SuperShell64 Canada
Posted on December 16, 2016

Mansion Casino has offered me a $30 non-redeemable wager free bonus as compensation for missing free spins / win and for the inconvenience.
At this point I consider the issue resolved.
Thank you for your help Ask Gambler Complaints Team!!

Posted on December 16, 2016

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Mansion Casino Complaints

  • 6 of 12 resolved
  • 2 days avg response
  • 1 week avg complaint life
  • 4,023 USD avg amount

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