MansionCasino - Igrač se bori da dovrši provjeru računa.

Good day! To my regret, I can't get verified at Mansion Casino for reasons I don't understand.

The check began on February 13, 2021. The casino asked for documents confirming my identity and my address. To confirm the address, the casino asked for a utility bill or a bank statement indicating my residential address.

On February 17, I sent a photo of my passport and a photo of a bank statement to the casino's e-mail. On February 18, Mansion Casino indicated that the bank statement did not meet their security standards.

On the same day, I sent a photo of the certificate from the bank. The casino did not accept again.

On February 23rd, I uploaded an electronic bank statement to my account. The next day, I received a letter that the document did not meet security standards.

On February 24, I uploaded a utility bill to my account. The next day I received an answer similar to the previous ones.

On February 25, I uploaded a banking check - the casino rejected it.

On March 1, I sent a utility bill by letter, the casino again referred to non-compliance with security standards

On March 09, I sent a certificate from the Settlement and Cash Center. I received a reply that the casino employees do not understand the content of the document in Russian.

On March 16, a bank statement in English was sent, on April 6, I sent a bank statement in English on a letterhead with the bank's logo and seal indicating the account movement, on April 8, I sent an electronic bank statement, on April 12, a photo of the bank statement.

All submitted documents were not accepted by the casino.

I would like to note that in my country of residence the national languages ​​are Russian and Belarusian, and all documents are provided in these languages. As for bank statements, the service of providing them in English is paid. Also, all sent documents meet the requirements of the casino: my personal data is indicated, my address is indicated, the documents contain the logo and seal of the organization.

In my opinion, the casino deliberately delays verification, which has been going on for 2.5 months; as documents confirming the address asks only for utility bills or a bank statement; refuses to confirm the address for the same reason - non-compliance with security requirements.

Please understand the situation and help resolve it.

Dear Zira,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that providing Proof of Address seems to be obstacles standing between you and your winnings?

Could you please forward any relevant communication or screenshots to petronela.k@casino.guru? I couldn’t open the attachment.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much, Zira, for providing all the necessary information via email. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Zira,

I looked at your complaint as well as the forwarded screenshots and I understand the situation. I’ll contact the casino representative and try my best to resolve the issue as soon as possible.

I would like to invite Mansion Casino to participate in the resolution of this complaint and explain why the documents Zira has provided did not pass the casino’s security standards.

We would like to ask Mansion Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello,

Thank you for escalating this matter to us.

Please be advised that our support team has contacted you on your registered email address in regards to your case.

Kind regards,

The MansionCasino Team

Thank you, Mansion Casino, for your reply.

Dear Zira,

I’d like to kindly ask you to continue in the communication with the casino via e-mail, as proposed and keep us posted on any news regarding this case.

Dear Zira,

Have there been any updates regarding the issue? I’m extending the timer by 7 days. Kindly note that in case you fail to reply in the given time frame, we will have to reject your complaint.

Thank you, Zira, for your cooperation.

Dear Mansion Casino team,

Please let us know once the provided information has been reviewed.

We would like to ask Mansion Casino to give us an update on the matter. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Zira,

Thank you for escalating this matter to us.

Please be advised that owling to industry regulations all clients must undergo our Verification procedure prior to us releasing their first withdrawal as per our Verification policy, agreed to upon registration.

That being said, we’re happy to see that your issue was resolved with the help of our Customer support team and your withdrawal was processed from our side.

Should you need any assistance in future, please do not hesitate to contact us directly at support@mansioncasino.com

Kind regards,

MansionCasino Team

Additional comments from the player:

Good day! I inform you that my problem with MansionCasino has been completely resolved. I have no complaints about the casino.

Thank you, MansionCasino Team, for your input.

Thank you, Zira, for confirming and for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark the complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru