Mansion Casino refused to pay 18,000 euro!

My complaint concerns two casinos from this group: Mansion Casino and Club777. I have decided to make a single complaint as my history with the whole group is important as well.

The complaint is very long as I believe mentioning all the relevant facts and details is necessary, especially when it comes to proving a negative, i.e. that you are not a bonus abuser or that telepathy does not exist.

I played at this group during April and May. I enjoyed a variety of games and played very risky. I made a large number of deposits and lost most of them. Sometimes after having a large win I would return in a few days and gamble again, losing it all. Such was the case with Slots Heaven where I had won €3550 on 26.04 after depositing just €200 and lost it all a few days when I just opened the casino and made €1000 bets on Roulette. The same story occurred at LesaCasino. On 01.05 I reached a balance of more that €4000 after depositing €500 and receiving a 100% bonus. Next day I gambled it away by making €300-700 bets in Arcade games. My highest balance was €5700 which was a lot of money and more than 10 times the initial deposit.

I played at the 3 other casinos in this group at the same time, but I lost my balances there within minutes of making deposits.

All of the Mansion Group valued me as a player. I was given VIP levels and received individual promotional offers almost every day. They were completely comfortable having a player who gambled with a great level of risk, losing 2-3 large deposits at each of the casinos. A player who could lose a total of €8000 at SlotsHeaven and LesaCasino in a few minutes instead of meeting the wagering requirement and cashing out with a net profit.

By 08.05 I had a net loss of €3650 with this group and zero balances everywhere.

On 14.05 I made 7 deposits ranging from €100 to €500 to several casinos in the group, for a total of more than €2300. Some of them were played without any bonus. That day I lost four of the deposits and won with three of them. One was at Casino.com where I won €700 on €100 deposit without any bonus. Regrettably, I gambled it away 5 weeks later.

The other two lucky deposits were at Club777 and Mansion. Each deposit was €500 and the bonuses I was given were 100% with all games included. I played quite a lot of games, most of them were card games and Blackjack was my favorite. The majority of bets during the wagering requirement were between €20 and €100, a lot of them were €50 Blackjack single hand or poker bets. There were some slots bets.

At some points during the wagering requirement I made very large bets.

At Club777 I bet €5000 on a single Blackjack game (5 hands of €1000) when I had a balance of €6700 and was close to completing the wagering requirement. At another point I made €255-510-1000 consecutive bets. There were also €200, €400 bets.

At Mansion casino I made €700 and €2000 bets while having around €7000 balance.

I lost some of these bets and could have easily lost my entire balances at both casinos like I did at SlotsHeaven and LesaCasino despite having an opportunity of making large gains without much risk involved.

After completing the wagering requirements and playing some more I was thinking whether to request a withdrawal or gamble big with €1000+ bets and in the end I decided not to push my luck too much like I did before.

My balance at Club777 was around €9500 and at Mansion Casino I had around €8500. I requested withdrawals on 17.05 and 21.05 and provided all the necessary documents. The verification process took two long weeks. On 02.06 I was informed it was finished and withdrawals would be processed within 24 hours.

However, on 10.06 I was informed that only my initial deposits would be processed, for a total of €1000, with the rest of the balance removed.

I was told this was in accordance with the terms and conditions 13.7 sections (a) and (c). I found out that these terms were changed after I requested a withdrawal and informed the support about it and the fact that I had not violated any term that was in place at the time I deposited and played at their casinos.

Support replied saying that they would stick to their decision due to "the funds being amassed winnings on high stakes low edge games and freed wagering on low stakes slots, clearly displaying unfair game play" and base their decision on paragraph 13.2 which was in place at the time of my play and which is expanded by the new terms. This paragraph gives the right to withhold winnings if a user is identified as playing in a way designed solely to exploit bonus awards, among other things, and states that MansionCasino.com shall act in good faith to determine if there was actual or attempted abuse.

Further communication didn`t help.

I have described every aspect of my game play at this group in detail above and I think it is obvious to any reader that the reason for removing my winnings given by the support has nothing to do with reality or fairness. However, I would like to go through their arguments one by one.

High stakes were made mostly on table and card games, many of those were high edge, not low edge. Wagering was not freed on low stakes slots. It was freed on average to high stakes table games. I would estimate their contribution as above 90% and slots around 5%. There was nothing unfair about my gameplay. It involved a very high degree of risk even when wagering was almost finished and I gambled multiple times using all-in maximum bets at different stages of my play. I played in a way that can be best described as emotional, excessive gambling and it is completely impossible to relate the term about playing in a way designed solely to exploit bonus awards to me. It is also impossible to say that MansionCasino has acted in good faith in relation to this matter.

It seems that my account was reviewed with the new terms in mind, either by mistake or deliberately with an expectation that the discrepancy between the old and new terms would not be found. The actions of the group would be completely in line with the new terms if they had been in place at the time I signed up or accepted the bonuses. It unfortunate that the management refused to change their course of action after realizing those new terms cannot be applied to my case. Instead, they decided to claim that a general undefined anti bonus abuse rule had been broken. The magnitude of the sum in question must been a factor, too.

The total amount I deposited to Mansion group casinos over a short period of time was €5950. I lost €4950 and could have easily lost the last €1000 on several occasions when gambling based on my instincts and pure fun without any system or abusive strategies. I lost great amounts of winnings and deposits previously in this group doing the same thing. I am almost sure these crazy swings would happen again if the casinos did not remove my winnings. Like I lost €700 I had in my Casino.com account that I had won without bonus. But the group decided to keep a nice €4950 profit to itself and refund just two of my numerous deposits.

I know some may get an impression that I am a problem gambler. I am not, meaning I do not gamble with money I can`t afford to lose. I have impulses to gamble, but they can be resisted in most cases. So I am not a problem gambler. And certainly not a bonus abuser or someone "displaying unfair game play".