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Mansion - Unjustified cancellation of payment


Resolved - The player broke the standard maximum bet rule that applies to bonuses, however this term was not present on the specific page and as such the player's winnings have been returned.

Read our Mansion Casino Review.

Player's Complaint

Email casino:

Hello [EDIT],

My name is [EDIT] and I am contacting you on behalf of the Security team her at

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 This is a non-redeemable bonus and must be wagered 70 times before any winnings can be withdrawn up to a maximum of €200.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, if we can be of any further assistance in the future, please don’t hesitate to contact us again at support[@] or by Live Chat 24 hours a day, 7 days a week.

Kindest regards,

[EDIT] 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].

Read the casino review

4 Responses

User icon
March 27, 2015

Hi Viktoriya,

Before I can do anything to help you I need you to provide me with your username and email address at Mansion casino.



User icon
March 31, 2015

Hi Viktoriya,

I've just heard back from Mansion casino. Your funds were confiscated due to a standard term, but having looked this term is not reflected on the relevant pages for players coming through from affiliates sites (the only place you can get the £10 No Deposit Bonus). Mansion casino have acknowledged this, recredited the $200 that you're allowed to withdraw and will be updating their affiliate terms so this situation doesn't occur again.

Could I ask you to log into your account, make a withdrawal and let me know when you receive your funds?



User icon
April 8, 2015

Hi Viktoriya,

Can you confirm that you've received your funds?



User icon
April 13, 2015

Hi Viktoriya,

If I haven't heard back from you by Friday the 17th of April I'll assume you've received your funds and close this complaint.



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Viktoriya 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:

March 27, 2015

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