Mansion— player complaints: 7 in English

I played with bonus and won 4400 on mansion casino. I sent my ID and proof of address for verification. Mansion asked for verification phone call. After a few unsuccessful attempts they reached me, but they talking on English and we can't speak, because I don't know it. They said: "due to the language barrier we did not manage to have a proper verification call". After a few days the following "we are not able to complete the phone verification with you, which means that we are not able to verify your identity." I said I can hire translator but mansion said "cut winnings will not be reimbursed". So, they seized 3900 because I don't speak English.

Good afternoon. 04.12.2020 I registered at the casino. 09.12.2020 I made a deposit and took advantage of the welcome bonus. After completing the wagering conditions, my balance was 1193.6 EUR, which I immediately put on withdrawal. And also uploaded documents to my account for verification. 10.12.2020 I received an email that I must provide proof of address. 14.12.2020 I have provided a bank statement. 17.12.2020 I asked the casino if they had checked my documents or not. On the same day, 3 hours after sending my document, I received an email that my withdrawal was rejected, since a week had passed after ordering the documents and they were not sent. This is not true, I sent everything that was requested from me! 18.12.2020 I sent another check for utilities just in case and received a reply confirmation that the check will take 72 hours, wait. 23.12.2020 I sent an email with a reminder that 72 hours have already passed, and I have not received a response. 25.12.2020 I once again wrote a letter that I am still waiting for a response from the casino! 29.12.2020 I receive an email with an additional order for documents, a selfie with an identity ID, a screen of the personal account of the payment system and I am asked to call some number so that they can call me back for verification by phone. 02.01.2021 I send all the requested documents and make a call to the specified number, but no one calls me back, I also specify this in the response letter to the casino. 07.01.2021 I am writing a letter to the casino again, as I do not receive any answers, please specify the time when we can talk on the phone! 16.01.2021 I receive a response from the casino, they again duplicate the request for documents for the third time and ask me to write to them in the chat when it is convenient for me to answer the phone call. On the same day, I respond to the email, attach the requested documents once again, and indicate in the email that due to the account blocking, I do not have access to the chat, I can not write to support for this reason. I want to note that all this time I do not have access to my account, since it is blocked, as well as I do not have access to the chat, because I do not have access to the account, I can not write to the operator for faster movement of my question! Today is already 22.01.2021, and I still haven't received any response! It seems to me that the casino simply intends to appropriate my funds for itself, otherwise I have no explanation why they answer so rarely and my question can not be solved for a month and a half. I ask you to help me collect my winnings, since I myself am powerless against an irresponsible casino, I really ask you for help! All correspondence with the casino I have, I can provide screenshots of all emails if necessary!

Hello. on September 16, casino wrote in a letter that casino closed my account. Also in this email, casino indicated that $1,100 on my balance will be returned to me. I agreed to these terms. On September 18, I received only $1,000 in my account. I wrote to the casino and asked to explain the reason for blocking $100. I got the answer that the casino has the right not to give me the winning. I disagree with that. I think it 's bad faith. I think casino should return the full amount. Moreover, the casino sent me a letter that I would receive all the money. Later, they changed their minds - it 's improper. Please transfer $100 to my account immediately. Respectfully, [EDIT].

I have been searching through my emails for Casino Licences who have let me join a casino, when SELF EXCLUDED via a sister site. I requested a SAR from the named Casinos above ( Mansionbet / casino.com ) I have found that I was self excluded via Casino.com and was able to Register, and deposit using the exact details, email etc etc I am wondering if you would help me get the refund I am due for the above fault of the named casinos. I have tried to approach them myself BUT....even when they have supplied the SAR for both accounts, they are not taking any notice of the proof given. The SAR is available if you need it. [EDIT] - casino.com [EDIT] - mansionbet Thank you ThePogg

Hello. I am disappointed by the casino Mansion. I won the money with no deposit bonus of 10 free in March 2015 . The moment I read the rules and there were no limits on the maximum bet on free bonuses. 5 days ago I decided to cash out the winnings and they removed all winnings citing new rules 10 % of the bonus amount. As I understand it, it is a violation of the rules. In retrospect, no casinos are not allowed to use prohibitions. In March there were no limits on the amount bet on the no deposit bonus. Help me ....

Hello dear ThePogg. Today I was very surprised to conduct online casino 'Mansion'. After my papers were okay, I quietly waited cashing sum of 190 euros! But today I was extremely surprised, this casino demanded notarial documents. In my practice is the first casino where me react so low, do you believe these actions are the norm on the players? Second: Why they decided that I should go somewhere and pay your cash for the services of a notary? Is this permissible? I really want you to help me. Regards [EDIT]. Here is the text of the letter: Dear [EDIT], Thank you for playing at our tables. We are currently processing your withdrawal request. To complete this process, we must ask that you forward a notarised copy of your photo ID to the following address: PO BOX 1234, Gibraltar Please be sure to include your gaming username ([EDIT]). We suggest that the documents be sent by express mail as regular post may take one or two weeks. Once the requested document is received, it will be added to a secure file and we will advise you accordingly on the matter. We apologise for any inconvenience caused by these necessary security measures. Should you have any questions or concerns, please do not hesitate to contact the Mansion Casino Security Team. We are available 24 hours a day, 7 days a week, at: Email: security[@]mansion.com Fax: +350 200 41001 Username: [EDIT] Email: [EDIT]

Email casino: Hello [EDIT], My name is [EDIT] and I am contacting you on behalf of the Security team her at MansionCasino.com. We would like to confirm that following a routine security review of your account, we have made the decision to void your winnings in accordance with our terms and conditions that you accepted when registering an account on our casino. More specifically, you have accepted the sign-up bonus for €10.00. This is a non-redeemable bonus and must be wagered 70 times before any winnings can be withdrawn up to a maximum of €200. In the situation in question, you have bet more than it is allow which is a breach of the terms and conditions and more specifically of point 13.2. from our general terms and conditions: * In the event that MANSIONCASINO.COM believes a user is abusing or attempting to abuse a bonus or other promotion using different systems or strategies including but not limited to, playing as part of a syndicate or in collusion with other players, or is identified as playing in a way designed solely to exploit bonus awards, or is taking advantage of any software or system bug or failure or is likely to benefit through any form of abuse, then MANSIONCASINO.COM may, at its sole discretion, block, deny, suspend, withhold or withdraw any user from any bonus or promotion and revoke any associated loyalty points in such manner we deem fit and/or withhold the pay out of the proceeds of such abuse to the player in question. Where MANSIONCASINO.COM shall act in good faith to determine if there was actual or attempted abuse, including but not limited to more than one promotional claim per household (as per Section 13.5) , attempts to tamper with the entry process, the operation of the promotion, or violation of the rules for the promotion. Here two samples of your game playing with the bonus: 5215325646 (Great Blue Double) 5215325793 (Great Blue Double) In line with our terms and conditions, as per management decision, your winnings have been therefore voided and your initial stake of €10.00 refunded. We would like to advise you when you are unsure about the terms and conditions of a given bonus to come on live chat before making a deposit or starting playing with the deposit / bonus amount. Thank you for choosing MansionCasino.com, if we can be of any further assistance in the future, please don’t hesitate to contact us again at support[@]mansion.com or by Live Chat 24 hours a day, 7 days a week. Kindest regards, [EDIT] MansionCasino.com Support Now I will say that I think about it: What is the violation? In your rules is not specified anywhere that I have no right to do the doubling ? In this regard, I see no reason in cancelling my winnings. With the same success I could and lose money when the doubling in the cards! So I do not see any violation of the rules! Ok? I think that the casino keeps players for silly ? I do not think that their behavior was correct and I want justice for me. Sincerely [EDIT].