Withdrawal of £14,900 overdue

i have screen shot all emails and bank information to this matter. I was charged twice from the same first deposit offer of $60 and then the next day when I never even re deposited. I noticed on my bank information when I tried to make a deposit on another casino and my bank was in the minus. Then when I tried to log into the mansion casino seen that my account now has been blocked. I am trying to contact my bank to see if they can do something for this robbery. This is not how a casino should operate. I need your guys assistance. I will attach all screen shots of my bank and email to them.

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

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.

Hi , Ill try to keep this short as I can I promise. I opened a Mansion Acc just over a year ago ( Jan 2014 ). I won a great amount of money and complied with the casino and met wagering requirements etc. but I decided I would not withdraw straight away, In fact ill leave it in and carry on playing from time time, after all we all love a gamble. I chose a range of games Roulette etc , Black Jack , Slots etc as have no preference or favorite.
Long story short, I fell pregnant and to be honest did not play that regular afterwards and decided I need my winnings so best I withdraw (29/01/15) Ive had contact with Mansion soon after asking for notarized documents which I had to arrange and did not know it would cost what it did, but went ahead and had it done. In the email they asked for me to send it special delivery ( again further costs ) but wanted to make sure it arrived and I could track the post ( I also emailed the pictures over to Mansion to let them know I had done what was asked and its on the way to them ) I had a reply saying the emails was not clear enough but thought to myself "they will have the originals soon". Ive just had an email saying , "
Unfortunately your winnings were removed and you will have your real money deposit returned. "
As you can imagine this is extremely upsetting and I just find it astonishing how they can send you on a wild goose chase , spending more money and then hit me with this? I would appreciate any support here, Im a bit lost and not sure where I stand? Can they just do this to me? what valid reasons or proof have they to deny me , PLEASE HELP XX

I have been a loyal player for several months at both mansion and the other sites in their group: club777, lesacasino, casino.com and slotsheaven. At these sites I have racked up quite a few comp points which I was saving to cash in at the VIP rates. Now I have cashed in comp points at all these sites they are refusing to credit them, and I'm not sure why. I can understand if I am not allowed bonuses going forward, but these were based on past play acting in good faith of the promo.

good day. i have been waiting from the 3 October 2014 for my withdrawal from mansion casino i have an email stating i have withdrew the amount of R15000,00 they phoned me on the 04 October 2014 at 11:44 to congratulate me and asked for my bank card front and back copy to be send to them, i send the copy to them over email on the 04 October 2014 at 12:38 they send an email back at 13:28 on the 04 October stating they send my copy to the security team to review, on th 05 October 2014 at 18:56 i received an email that they are happy to inform me that my documents have been accepted and my account will be updated. on the 7th of october 2014 i recieved an email stating they are glad to inform me that they have processed my withdrawal with the transaction code as well. today 13 October i go on line and now they say there was an technical error and the funds was never send to my account they will send it shortly and i have to wait another 8 days to receive this funds i have send the emails to [email protected] the subject will be payment issues.

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".