MansionCasino - Играчът се бори да изтегли печалбите си.

Hello,

On 5/12/2022 I decided to deposit 20f at MansionCasino. It was my lucky day as I managed to win just over 1800f. (attached ss)

Playing for some time, I decided to withdraw 1700f, and I think I had less than 100f left in my casino account.

When withdrawing this amount, of course, nothing happened that could suggest that I would have such a problem that my money would finally be sent to me. (noting that I have an account for about 2 years, I've never had any problems. Even more than a month ago, one weekend I lost £150, and the next I managed to win £600, which I cashed out without any problems, after 30 hours I had the money in my account).

After an intermittent 3 hours of playing, I was suddenly automatically logged out of the casino without being able to log back in.

I got a message that my account has been temporarily blocked.

When contacting via chat, I couldn't get an answer: Why was my account banned for no reason?

The agent, not knowing why and what is the reason that it happened - asked me meaningless questions, such as ''Are you okay?''

(of course, I won it's joy, although when I lost a moment ago 150f no one spoke :D)

Not getting a specific answer, I decided to contact you by phone the next day.

The next day, I found out that I have to undergo another verification without any reason, sending all possible documents + I will have to make a phone call for additional verification.

After sending the documents on 6/12, I was waiting for any information, but only taking matters into my own hands and contacting again by phone (9/12/2022, about an hour, two on the phone) I find out that only a statement from the bank has arrived and nothing else.. (of course I have an e-mail from that day and you can see all the documents attached)

Of course, without thinking, I sent the documents again and ... And this action, along with making the phone call, I repeated some 6-7 times, because the agent I spoke to claimed that there were no attachments ... Well, 2 finally succeeded! !

Not quite ... I had to wait for the verification of documents, where, as you know, I managed to do it only by spending a lot of time on the phone - a week later, on 16.12 and I will add that the phone verification was also approved.

I fulfilled everything they asked for, even though I dealt with each case after the time they reserve as to how long it may take.

Today is December 23, it's been 18 days and I'm still fighting and I don't know what to do anymore, because every phone call ends with information that I have to wait and they can't say how much? 🤷🏻‍♂️ Why should I wait and what if they verified me again, I would like to get my money from the payout (1800f) as well as regain access to the account where I still have 65f.

Calling on 21.12 I started to wonder if someone was kidding me? The agent over the phone informed me that they have the right to respond to the complaint within 30 days - but I didn't make any complaint, so at this point I stopped feeling fair.

Dear Chacalony,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently? Lastly, how long ago your account was verified previously?

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi Petronela

Thank you for your fast reply.

I want to let you know that I have received a withdrawal and also my account is unlocked, but what can I say that I am blocked from their sister casino Casino.com.

The situation is not important enough to look for answers. I consider the case closed.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Chacalony, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru