[Closed] Mansion Poker Support in this Forum

can I just ask, why after a good couple of years of playing and withdrawing quite happily on mansion that they decide to decline my withdrawals (and only tell me when I approach them after 10 days of waiting) and say they need copies of my bank card and other load of crap. I don't mind it when these things are required, it's good it's all secure and everything, but to just spring it is a pain in the arse.

I can see that our Security Department is awaiting some of your documents before any withdrawals can be processed and ask that you please send the following:

a copy of the front and back of your card ending in -----. For your security, you can cover the middle 8 digits of the card, as we only need to see the first 4 digits and the last 4 digits. You can also cover the 3 digit security number on the reverse of the card, provided it does not obscure your signature.

a signed copy of the deposit confirmation form that was sent to you on 6th June 2009. I have sent another copy of this form to your new e-mail address.

When sending these documents, please quote your full name and username so they can be matched to your account.

make the tables shrinkable - that would be very useful indeed! ♦

to Mansion Support:

When are you going to upgrade to new Playtech software?
I mean the first of updates (the lobby one) which some iPoker skins already put alive...

// in other words: DON'T UPGRADE IT THIS MONTH please MMM is still not working with that..

Thank you

Tell the ipoker technician to make an option when multitabling to tile the table in an orderly manner and not overlapping each over this is annoying

http://www.mansionpoker.com/club-mansion/calculator/

Originally posted by Redcar100
hi, there is no need to mail support, any extra dollars owing will be paid at the expiry of the bonus. If you redeem the 6500 before the expiry of the bonus it may be quicker to contact us and we can pay the full amount to you.

i'm quoting 5 months old reply, but it serves the purpose of my post.

six months ago i joined this site and took pokerstrategy bonus at mansion. at that time there was 6500 points rule for 100$ bonus and after awhile they changed the rules for 10000 points/100$. i reached some 9000 and today my bonus 100$ expired and i didn't get that 10$ remaining dollars. i was under impression that i'll get that bonus anyway because i joined during 6500/100$ rule. is there some waiting period?
it is not huge amount but if it's rightfully mine i want it ♦

thanks.

edit: problem solved...

I read many threads and was convinced that you must deposit first if you want to withdraw the money from Mansion. I sent an email to Mansion support regarding this and I got this answer:

Please note that in order to process a payment back to a debit/ credit card or moneybookers account a deposit needs to be made first.

Alternatively if you do not wish to deposit, you can select a bank transfer (no deposit required).

Bank transfer Withdrawal Instructions
1. Select Cashier
2. Select the withdrawal tab
3. Select 'Bank Transfer'
4. Input the amount you wish to withdraw
5. Click withdrwal
6. Input your payment details
7. Click withdraw

A withdrawal by bank transfer from the Poker will take 72 hours (business hours - weekends and holidays do not apply) to process, then approximately an additional 5 - 7 business days (depending on your bank) to show in your bank account.

What are the costs for such a transaction? I hope it's not sth like $30...

Every time when I have contacted Mansion support On-line or by mail I get a questionary how satisfied I'm with service. I'm tired to give feedback anymore because nobody gives any response to my claims

Every time I have claimed, that user interface to on-line support is terrible.

I open Online support directly from Mansion client, so support already know who I am. I write in online-window again my username, fullname and email and my question and press submit.
After waiting some time, not too long normally:

Support: Hello, I'm NN, how can I help You. Please give your full name, day of bith and full address.
WHY this is asked ???? Support already know who I am and I'm not asking to send money, just reporting some urgent case that happened on table or need support ASAP and I don't have time for long discussions when I'm playing.

OK, I give that data again
Support: Hello Khiiniau, how can I help you ?
Khiiniau: I wrote my question already
Support: Can you repeat your question ?
OMG, why I typed my question already in the beginning ♠_evil: ♠_evil: ♠_evil: Why I have to repeat it ????

And so on, most of cases Online support can not solve, they transfer case to somebody and answer will be received by mail during some days.

But the most terrible is technical solution of the support window. It is very small, only 4 rows visible at time. And when new row is added, it's visible only about half second and windows jumps back to first row and the is no way how to keep it on the bottom row, same when rolled to bottom, half second and back to top. I hope that Mansion Support can give some response when I write here and that terrible user interface to Online support will be fixed or replaced. Small hint: Try Titan online support

I cant log in to the mansion poker client using my account name and password. I also cant get new password if i choose option to get a one(it said wrong account information or something like that), What to do?

Hey Sasa1234,

Does it still not work?

Please send an e-mail to memberservice@mansion.com and explain your problem.

Best regards,
Hannes

To mansion support:

When are you going to get rid of the bots and cheats that are all over your site?

Hey lennonac,

We do not have a representative for Mansion Poker any more, who is checking the forum regularly.

If you have some evidences that a players is a bot, you should directly send the account name to Mansion Poker, so that they can start their investigations:
memberservice@mansion.com

Cheers,
Hannes

Originally posted by HannesZ
Hey lennonac,

We do not have a representative for Mansion Poker any more, who is checking the forum regularly.

If you have some evidences that a players is a bot, you should directly send the account name to Mansion Poker, so that they can start their investigations:
memberservice@mansion.com

Cheers,
Hannes

I did and they email back with 30 mins saying there investigation concluded there were no bots or colluders! (They are super fast at detecting these things so it only took 30 mins to investigate ) so I shut my account. Any site that doesnt take that seriously and obviously supports the use of bots and collusion shound not be supported by this site imo.

Hey,

Why are you sure that he is a bot?

There are often a lot of players who play thousand of hands a day, so mass grinding is not always an evidence for being a bot.

Cheers,
Hannes