Mansion - notary documents???

Ruling

Found for the Casino - While I completely agree with and support the player's objections to having to provide Notarized ID for such a low amount, Mansion did back off that particular requirement. This is trumped by the player refusing to provide other requested ID.

The party that obstructs the investigation will be the party that receives a negative ruling.

Read our Mansion Casino Review.

Player's Complaint

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]

Read the casino review

9 Responses

ThePOGG

April 3, 2015

Hi Alena - welcome to ThePOGG.com!

I'll contact Mansion casino and see what I can find out for you.

Thanks,

ThePOGG

Alena

April 7, 2015

Hello dear Pogg!

Today, I still decided to go to a notary and lost 2,000 rubles for his services. Now I will send the documents to the Mansion casino.

But this is the most terrible attitude to the players. They somehow think that I have a lot of money to spend on this nonsense. Thank U .....

ThePOGG

April 8, 2015

Hi Alena,

I have contact Mansion casino regarding this issue though I've had no response to date. If you've already obtained the Notarized identification there's not much I'm going to be able to do here.

I do agree that asking for NID for such a low withdrawal amount is absolutely ridiculous, though 2000 Rubles is substantially less than it would usually cost to get NID.

ThePOGG

Alena

April 8, 2015

At the moment I'm waiting for a reply from them.

Alena

April 8, 2015

Hello Alena, My name is Silviya and I'm contacting you on behalf of our Support Team here in Casino.com. We would like to inform you that as per our Security department, in order to process your withdrawal and fully update the account , we require from you to send us the following: 1. A valid ID copy (driving license, national ID card or passport) held by you. 2. A valid proof of address that is dated within the last 3 months held by you as well. Please make sure that these are fully visible and in a good quality. Once we have received these documents, we will confirm this via email.

Hello Pogg, as soon as I sent them a document notarized , They have repeatedly asked for the documents that I have already sent a long time ago. What is this mess ??? I beg of you understand this situation .... I great distress ........... What do they want from me ??????

ThePOGG

April 15, 2015

Hi Alena,

I've heard back from Mansions. They have waived the requirement for NID. Unfortunately you'd already got that before I'd had a conversation with them.

What they do need from you is a photo of you holding your ID and Proof of Address up next to your face. If you submit these this issue should be resolved.

Let me know when you've sent these through.

Thanks,

ThePOGG

ThePOGG

April 15, 2015

Hi Alena,

I'm not really sure what your last email meant. You'll notice that Mansion casino are listed as 'Not Recommended' here specifically due to this type of issue.

As I said, you need to provide the requested ID before your withdrawal will be processed.

Thanks,

ThePOGG

ThePOGG

April 27, 2015

Hi Alena,

Have you provided the requested documentation?

Thanks,

ThePOGG

ThePOGG

April 29, 2015

User Alena has confirmed that they will not provide the requested documentation to Mansion casino (pictures of them holding the ID next to their face). As such this complaint will be closed in favour of the casino.

ThePOGG

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