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Mansion Casino - Withholding $2,400 deposit hiding behind SOW verification for 6 weeks

RESOLVED
ronvanwakeren New Zealand
posted on September 27, 2018.

I deposited $2400 when I signed up about 6 weeks ago and after 3 days they suspended my account pending verification of my documents. I sent In all my documents straight away only for them to tell me they now want more documents, mainly proof of where the funds came from. i sent in my credit card statement which showed my funds came from winnings from another casino site but each week its just been delay after delay. after 3 weeks of getting nowhere they said it would be resolved by the following week at the latest but that's been and gone now and they have stopped replying to me.
how long does it take to check a credit card statement? withholding my funds is akin to stealing my deposit because there is no way of knowing if i will ever see it again. this is corporate fraud at its worse.
i did not accept any welcome bonus by the way

posted on September 28, 2018.

Dear customer,

Thank you for raising this matter.

We are currently in a process of reviewing the situation with management.

We will get back to you in a timely manner.

Thank you for your patience.

Kind Regards,

Mansion Casino

ronvanwakeren New Zealand
posted on September 30, 2018.

its amazing what putting in a complaint will do.
they have quickly given back my deposit, closed my account and told me to never come back again, couldn't be happier.
case resolved.

posted on October 1, 2018.

Dear RONVANWAKEREN,

Thank you for confirming that the incident is resolved, we apologise for any inconvenience you might have experienced.

At Mansion we welcome customer feedback – whether made directly to us through our Customer Support team, or via important industry forums – as we strive to improve our services for our customers.

This particular withdrawal had been subject to additional checks in line with licensing conditions and requirements and, once these had been completed, the withdrawal was duly processed. Our withdrawal processes are well established in accordance with our Withdrawal Policy and applicable regulations, and a customer complaint has no bearing on this.

We would like to further note that the withdrawal had actually been successfully processed prior to the complaint being published on this forum.

Kind regards,

MansionCasino

AskGamblers
posted on October 1, 2018.

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.

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