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Mansion – Blocking of a part of a winning

Ruling

Resolved - Both the submitting complainant and Mansion Casino have confirmed that this issue has been resolved and the player has now been paid.

Read our Mansion Casino Review.

Player's Complaint

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].

Read the casino review

13 Responses

ThePOGG
Oct 11, 2019

Hi banditos - welcome to ThePOGG.com!

Specifically why are Mansion closing your account?

Thanks,

ThePOGG

Banditos
Oct 19, 2019

The casino blocked my account without explanation. I provided all the documents, what I could. Unfortunately, I think the casino operates without reason.

ThePOGG
Oct 21, 2019

Hi Banditos,

You stated in your complaint that the casino emailed you when they closed your account. What did they say?

Thanks,

ThePOGG

Banditos
Oct 21, 2019

I send you the full text of a letter from the casino, which I received after the blocking.
"Hello Uladzimir,

Thank you for contacting MansionCasino.com.

We'd like to inform you that your account has been closed and will remain closed as per our security department's decision.

As per our Terms and Conditions Mansion reserves the right to reject a Membership Application and a Player Account may be closed, at Mansion's sole discretion.

For more information you can refer to our Terms and Conditions page:
play.mansioncasino.com/terms-and-conditions/

Be advised that the $1,100.00 in your casino balance will be refunded back to the payment method used for depositing in your account - MoneyBookers.

You will receive a confirmation e-mail as soon as this withdrawal has been processed and the funds have been released.

Thank you for your understanding!"

ThePOGG
Nov 05, 2019

Hi Banditos,

My understanding is that Mansion have contacted you to complete the verification process. Can you please provide the requested documents and let us know?

Thanks,

ThePOGG

Banditos
Nov 09, 2019

Hello, I have already provided a lot of documents at the casino: photo of my passport, two different selfies with my passport, bank statement.

The last document I provided a notarized copy of my passport. The casino told me that my document doesn 't comply with the rules because there 's no date on it. That 's wrong. The date is indicated on the last page, where the notary 's signature is. The casino also require to send a notary copy to a physical address. I am not obliged to spend money on sending a document, and this document can be used for various purposes. I don 't trust the casino, so I 'm not sending this important document. Thanks.

ThePOGG
Nov 12, 2019

Hi Banditos,

Unfortunately if you are not willing to complete the verification request there is nothing further we can do to help you.

ThePOGG

Banditos
Nov 14, 2019

Hello, I don 't speak English very well. The casino requires my photo with identity card in me hands. Do I understand correctly? Can I send military identity card? I can provide this.

Banditos
Nov 14, 2019

Hello. I sent to casino my photo with military identity card for verification.

ThePOGG
Nov 15, 2019

Hi Banditos,

Have you posted your notarised document as requested?

Thanks,

ThePOGG

Banditos
Nov 17, 2019

I sent my notarised passport earlier. As an addition, I sent a selfie with a identity card to the casino.
I received a response from the casino “I need to inform you that for the time being we do not require more documents from you and your account will remain closed for the time being.”
I disagree with this decision.

Banditos
Nov 19, 2019

Thanks. You helped me solve the casino problem. The casino gave me my money back.

ThePOGG
Nov 21, 2019

Hi Banditos,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

banditos consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Mansion
  • Gibraltar Gambling Commission
  • United Kingdom Gambling Commission
  • Mansion Europe Holdings Limited

October 10, 2019