Mansion Casino: It says it could be wrong

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Gambling Grumbles Report

Mansion Casino

It says it could be wrong

by Steve Russo
November 2016

What is the biggest surprise of 2016? No, not the Brexit vote. Not even Donald Trump being elected President of the United States. For us, it is a casino saying it can't be 100% certain that it did not make a mistake and therefore is going to pay Pawel U of Poland the $508 it had debited him years ago.

The story actually goes back 7 years. According to Pawel, he opened his account in 2009, played a while, and eventually increased a $200 deposit to $1043. He made a withdrawal, did not get paid, and then (in 2013) logged in and saw that his balance was now $535. He asked about it and was told that the remaining money had been confiscated as a Dormant Player Account Fee.

He said that the T&Cs state that before any such action is taken he will get 30 days notification in advance, but did not receive any such notification until 2014.

"In 2009 I opened account at Mansion Casino," he told us. "Played a bit, never withdraw anything. At one point I got lucky and from $200 deposit I got up to $1043. I ordered a withdrawal and ...completely forget about this.

"In 2013 and I logged into Mansion Casino and found that my balance went down to $535. I asked casino why it is less then I originally left and was told that due the "Dormant Player Account fee" my balance was reduced. I'm fine with this. I checked their terms just to confirm:

"'11.2 [...] You will be given 30 days written notice by email of the fact that your account is about to become dormant and subjected to Administration Fees.'

"It's there, OK. BUT it also says that I will get written notice before anything will be deducted from my account and I was NOT.

"I checked my e-mail...and there was NO MESSAGE from mansion casino about a dormant fee.

"I asked them about that and all I got in return was the same copy/pasted sentence about the dormant fee. They never investigated if there were problem on their side with sending this type of e-mail.

"Guess what, from 2014, e-mails about dormant fee start hitting my mail box! So they finally fixed this after my long and unfruitful conversation".

When we wrote to Mansion, we were given a somewhat different version:

"We have on record, numerous dormant account notification emails from our casino to the customer’s registered email address, starting in September 2010, including also in 2013, ‘14 and ‘15.

"The issue is that this customer has, on several occasions throughout the years, logged in and placed a minimal bet (say $1 or $2), then logged out again for a substantial period of time.

"This is clearly the activity of someone who is fully aware of the dormant accounts administration process and is trying to avoid being caught by it. This is of course fair enough, but it is simply not the case that he was not aware of the process.

"In any event, upon close inspection of all the active/inactive time frames, we are not satisfied that on each and every occasion that his account went dormant, he received the appropriate warning notification in advance of the administration fee being applied.

"Even though we feel the customer is playing the system somewhat, we are not certain that we met our obligations and are therefore happy to reimburse the customer the full amount requested, as this is the fairest outcome".

Gambling Grumbles is very used to casinos telling us that players have to prove something before it will pay them, and we are also used to casinos telling us that it realizes that it made a mistake and is going to pay, but this is the very first time that a casino has said that it cannot prove, to itself, that it did not make a mistake and thus will be paying.

If more casinos behaved in this fashion, there would be a lot more trust in online gambling.

Mansion Casino is licensed in Gibraltar

At Gambling City, we want all of our members to gamble responsibly, wager within their means, and to be aware of the advice and information available which can prevent irresponsible gambling.

eCOGRA has listed GamblingCity.com as a Reputable Gaming Portal

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