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3.95

Casino.com Status: Not Recommended

Ownership:
ONISAC Ltd

Casino.com Casino

Overview

Review last updated – July 2017

The main property in the Mansion casino group – who have sponsored several premiership football teams in England and are connected to the high end Les Ambassadeurs Club in London – Casino.com are a long running brand.

Trustworthiness

 - 2 / 10

The Mansion casino group have a well established policy of refusing to discuss player complaints with 3rd party dispute mediation services. This has generated a substantial number of unresolved issues. Normally these issues involve both request for Notarized identification and confiscation of winnings based on vague terms.

Vague 'spirit of the bonus terms are an unacceptable justification for denial of winnings and alongside this they've been shown on several occasions to request notarized ID then when the ID is provided still decline to pay the customer. Given that notarizing ID is a time consuming and expensive process for the player, this level of security check should not be employed if the player is not going to be paid when the ID is provided. This combined with their refusal to engage with 3rd party dispute mediation leave the entire Mansion group a unfriendly place to play.

In late 2014 a situation came to light where an affiliate was found to be hacking into other sites and posting their gambling links on these sites without the owners knowledge or permission. This activity is clearly illegal and unethical. The majority of casinos that were receiving traffic from this affiliate closed the affiliate's accounts upon finding out what the affiliate was doing, however some casinos, whether via intent or insufficient security policies, continued to be listed on these sites for many months after the activity of this affiliate came to light. Many other brands managed to quickly take action to get themselves removed from the hacked sites (closing the affiliate account down and ensuring that new accounts could not be open).

Our November 2015 re-review turned up a complaint on the CasinoMeister boards where this group refused to pay a players win due to a breach of terms when a VIP host had specifically and clearly told the player that they were allowed to exceed the maximum allowed bet of 5 credits. Apparently the operator then went on to threaten legal action if the player continued to post on the CasinoMeister forums and ultimately offered to pay only £5k out of a £24k balance to settle the issue.

The Mansion group have been fined for advertising to Dutch players without a license. As such no affiliate should be promoting them to Dutch players.

For references see Mansion Group Player Issues

You can see the latest updates to Casino.com's terms and conditions here.

Bonuses

 - 1 / 10

To find out how our bonus ratings are calculated see Bonus Rating System.

Bonus;

100% up to £400.

Sticky - Can never be withdrawn. At the time of your first withdrawal the bonus will be removed from your account.

Wagering Requirements;

  • Slots - 40xbonus
  • Table Poker - 40xbonus

Adjustments to ratings;

  • Maximum Bet Restriction (-1) - You are not allowed to bet more than 10% of the bonus received or $20 on a single round of play.
  • Game Restrictions (-1) - You cannot play the following games while you have a bonus in your account; 2 Ways Royal, 21 Duel Blackjack, 25-Line Aces And Faces, 3D Roulette, 3D Roulette Premium, 4-Line Aces And Faces, 4-Line Deuces Wild, 7 Seat Baccarat Live, Aces And Faces, All American Video Poker, American Blackjack, American Roulette, American Roulette Live, Asian Baccarat Live, Baccarat, Baccarat Live, Baccarat Without Sidebets, Black Jack Live, Blackjack, Blackjack (GTS), Blackjack Mini, Blackjack Peek, Blackjack Pro, Blackjack Super 21, Blackjack Surrender, Blackjack Switch, Blackjack Tournament, BW-EuropeanRoulette, Casino Hold 'Em, Casino Hold'Em Live, Casino War, Club Roulette, Club Roulette (TV), Craps, Deuces Wild, Double Action Roulette (TV), Double Attack Blackjack, European Roulette, French Roulette, Half Double Blackjack, Holdem Showdown, In Running Baccarat, Jacks or Better, Jacks or Better 10, Jacks or Better 10 progressive, Jacks or Better 4, Jacks or Better 50, Jacks or Better Multi-Hand, Joker Poker, Joker Poker 50, Let It Ride, Live French Roulette, Live Mahjong Paigow, Live Mini Blackjack, Live Mini Roulette, Live Roulette Mobile, Live Roulette pro, Live VIP Roulette, Live Wheel Roulette (TV), Lucky Blackjack, Marvel Roulette, Mega Jacks, Mini Blackjack (GTS), Mini Poker Dice, Mini Prop Hold'em, Mini Roulette, Mini Roulette (GTS), Multi Wheel Roulette, Multiplayer Blackjack, Multiplayer Blackjack Surrender, Multiplayer European Roulette, Multiplayer French Roulette, NewAR Roulette, Pai Gow, Perfect Blackjack Multihand 5, Pinball Roulette, Poker Dice, Poker Room, Poker Three, Pontoon, Premier Roulette, Premium American Roulette, Premium European Roulette, Premium French Roulette, Premium Pro Roulette, Progressive Baccarat, Progressive Blackjack, Progressive Live Baccarat, Prop Hold 'Em, Quick Roulette (TV), Red Dog, Roulette Express (TV), Roulette Express Premium (TV), Roulette Live, Roulette Mini, Roulette Nation (TV), Roulette Pro, Roulette Royale (TV), Roulette Tournament, Sic Bo, Sic Bo Live, Slingshot Roulette (TV), Spanish Pontoon, Stravaganza, Switch Hold 'Em, Tens Or Better, Tequila Poker, Texas Hold'em Pro, Third Party VIP Live Baccarat, UK Blackjack, Unlimited Blackjack Live, Video Roulette, VIP Baccarat Live, Wild Viking, Easter Surprise, Santa Surprise, Bonus Bears, Great Blue, Desert Treasure II, all single line 3 reel (classic) slots, Golden Games, Golden Tour, Tennis Stars

Game Weightings (already account for in Wagering Requirements)



Notes



Payout Speed: 5 days

 - 3 / 10

Using Neteller our reviewers report withdrawals paid within 5 business days from Mansion casino. The Casino.com website states that they Neteller withdrawals should take 1-2 days and up to 5 days for larger withdrawals.

Banking options available - Credit/Debit cards, Neteller, Moneybookers, Click2Pay, PaySafeCard, Citadel, UKash, Bank Wire, Instadebit, Click and Buy

We recommend using Neteller for speed, convenience and security. To sign-up to Neteller click here.

Software

 - 10 / 10

Casino.com use Playtech software for their download casinos. They do offer several instant play games – also Playtech powered – however these are only available in free play mode. Check out our Playtech Software Review.

Game selections are as follows;

Download

Instant

Table Games – 33

Table Games – 33

Slots – 108

Slots – 125

Video Poker – 15

Video Poker – 14

Live - 4

Live - 4

Jackpots - 21

Jackpots - 31

Customer Service

 - 0 / 10

Our reviewers report positive experiences with Mansion casino customer services.

Email Testing Record

  • December 2016 - Need to register to get support
  • June 2015 - 3 hours 27 minutes
  • November 2014 - 2 hours 18 minutes
  • June 2014 - 8 hours 49 minutes
  • December 2013 - 5 hours 39 minutes
  • June 2013 - 5 hours 45 minutes
  • January 2013
    • 1st email - No Response
    • 2nd email - No Response
    • 3rd email - No Response

Licensing

 - 8 / 10

Casino.com hold the following gambling licenses :

  • United Kingdom Gambling Commission - The UKGC are widely considered to be the most reputable regulators involved in the online gambling market. They do not manage complaints for players directly, instead requiring their operators to appoint a UKGC accredited Alternative Dispute Resolution service. As such the value of this license for players depends largely on the professionalism of the ADR service utilised. Casino.com currently use IBAS. You can find further information regarding this regulator's complaint policies here.
  • Gibraltar Gaming Commission - The GGC is one of the more reputable online gaming regulators, but we are aware of a serious software issue where they failed to uphold their own technical standards. You can find further information regarding this regulator's complaint policies here.

The following countries are restricted from participation with Casino.com - Czech Republic, Poland, Ireland, Austria, Hungry, Lithuania, Germany, Antigua and Barbuda, Netherlands, Netherlands Antilles, Romania, Israel, France, Estonia, Cyprus, Bulgaria, Belgium, Turkey, Portugal, Macau, Libya, Philippines, Slovakia, Slovenia, Ukraine, Hong Kong, Russia, Spain and the United States of America

Contact Information;

Email : support@casino.com
Phone : United Kingdom 0808 238 6049
Canada 1 866 966 2441
Australia 1 800 618 467
Germany 0800 000 5140
France 0805 101 146
Italy 800 897 534
Netherlands 0800 0234 920
Greece 800 127 301
Sweden 0200 899 164
Finland 0800 914 844
South Africa 0800 981 041
Norway 800 12491
Denmark 808 89575
International number +350 200 44793
Fax : International +350 200 41001 (toll)
Address : Customer Support
Mansion (Gibraltar) Limited
PO Box 1234
Gibraltar

Affiliate Program - iAffiliates.

Restricted Countries

Casino.com does not accept players from the following countries: American Samoa, Antigua and Barbuda, Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Estonia, France, French Guiana, French Polynesia, French Southern Territories, French Southern and Antarctic Territories, Germany, Guam, Hong Kong SAR China, Hungary, Ireland, Israel, Libya, Lithuania, Macau SAR China, EU, EU, Philippines, Poland, Portugal, Romania, Russia, Slovakia, Slovenia, Spain, Turkey, U.S. Minor Outlying Islands, U.S. Miscellaneous Pacific Islands, U.S. Virgin Islands, Ukraine, United States.

Slots RTP

Casino.com publish the House Edge/RTP figures for all of their slots games.

Comp Points

Casino.com offer a comp point system that differs from the standard Playtech comp point program. Different games accrue comp points at different rates and differ VIP can redeem comp points for differing sizes of bonus. In comparison to the standard Playtech program the Casino.com program allow slots players to earn a lot faster and almost all their other game players to earn a lot slower. As you advance up the VIP ladder this does rebalance slowly – for example a Blackjack player will only earn comp points at Casino.com as quickly as they would at most Playtech casinos when they reach the first tier of the ‘VIP’ band. On top of this comp points are credited as bonuses that are both non-redeemable (you cannot withdraw them and they will be removed at the point of your first withdrawal), carry a wagering requirement and your comp points will expire if you fail to play for 3 months.

Closing Thoughts

Using 'bonus abuse' as a justification to refuse to pay a player is absolutely unacceptable and their refusal to discuss player disputes assures that they don't score well.

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