I have won ￡10,200 on my account and I’ve withdrew ￡9000 to my bank but once I did it I got an email the day after asking for a picture of a payslip so I did and they verified it but straight after they also asked for a picture of my bank statements with what’s going in and out with MansionCasino. I’ve sent them it about 5 different times now and still haven’t got a proper email back just got emails saying they have received it and will let me know with an update but this has been going on for over 2 weeks now and still haven’t had an update on it.

Dear Jamie,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise if this was your first attempt to withdraw any winnings from this casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I’ve withdrew money loads of times before this. I withdrew ￡11.500 then ￡15.800 and I never had problems like this at all. I’ve sent them all the correct documents and it’s taking ages for them to sort it out and it’s been well over a week

Thank you very much, Jamie, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) 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.  

Hello Jamie,

I will assist you with the complaint from now on. I would like to invite the representatives of MansionCasino to join the discussion in order to help us resolve the issue with the document verification.

Hello Jamie.

As in relation to the E-mail we have sent you earlier today, we would like to provide you with an update on the situation via response on this thread.

We are pleased to confirm that the account verification process has been successfully completed on the 22-nd of April, which has also allowed us to reunite you with your withdrawal on the same day.

Please keep in mind that we remain at your disposal at all times and we look forward to hearing back from you in case you need anything.

Warm regards,

The team @ MansionCasino.com

Hello all,

Thanks to MansionCasino for the reply.

Jamie,

Could you let us know whether you received your winnings already? Has your issue been resolved?

Dear Jamie,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

We haven't received any reply from Jamie these past 14 days.

Even if we’ve assumed that the issue has been resolved, without confirmation from the player, we were forced to reject this complaint.