[rolemand]

I've already had 3 bets confirmed this morning and the amounts show up in the open bets section only to see them wiped out seconds later. Then in some cases had to reenter the wagers at worse lines.

[MrX]

Mansion has been extremely funky for, like, five days running now. Has anyone been in touch with them to find out what the story is?

[ttmopp]

I emailed them today but haven't heard back. I don't understand why they even keep the site online when it has serious technical problems!

[TLD]

I e-mailed them. (Americans aren’t allowed to call them any more, their theory being the Department of Justice is going to say, “We certainly can’t go after that Mansion outfit since all they did is take wagers from Americans, but by golly you better believe we’re going to nab any offshore sportsbook that takes customer service phone calls from Americans….”) The next day they sent back a predictable reply:


Thank you for your recent email enquiry.

We can assure you that improvement is definitely on the way, our technical department are working 24/7 to iron out all the issues that are causing our members problems.

We apologise sincerely for any inconvenience these issues may have caused you so far to date.

Should you require further assistance on this or any matter, please do not hesitate to contact us.

Kindest regards,

[Scorpion]

What is their email address??

I trid to place a wager there but it didnt go through, I think it has subtracted the amount from my balance?

[jjgold]

I would get out of this book if your American, way too may questions of ownership and safety.

[SwampyJ]

Originally Posted by jjgold

I would get out of this book if your American, way too may questions of ownership and safety.

jjgold, what questions have you been hearing about?

SwampyJ

[Mudcat]

The Mansion website has been reeking in a most pungent and oderiferous way lately.

It really makes you aware of how important a book Mansion has become. They are easily #1 for unique lines on MLB right now. They get about 5x as much of my MLB business as Pinnacle at this point.

I never thought I would say this but I would much rather that Pinnacle was off-line right now than Mansion.

[rolemand]

At least the graded my wagers correctly albeit tardy.

[hanco21]

I was on chat with their customer service yesterday and they said something about a big outage in Spain and is affecting that whole region. They are using a back-up server right now, at least thats what they told me. Try to go on chat with them, all they keep telling people is they are sorry, etc.

[freebie]

they duplicate deposit from NT instacash. I had no money from the bank and had to rush to deposit cash during dinner time.

I wanted to call and cancel one of the instacash deposit, but it was much easier for me to deposit through bank and withdraw from Mansion later. Still it was a hassle for me.

[pags11]

damn, I hope they get this worked out before I deposit with them next week for football...

[MrX]

Just another warning here. I also had a bet apparently accepted, showing up in the open bets list and included in the "open bets" total and reflected on my balance. It didn't, however, show up in the bet history. Minutes later, all evidence of the bet was gone. I made the wager elseware.

If you're still attempting bets at Mansion right now, I recommend you give yourself plenty of time, and assume you have no action unless the bet is shown in the bet history. Also, you'd be crazy not to get a screen shot of all wagers until things go back to normal.

[isetcap]

Originally Posted by Mansion

our technical department are working 24/7...

...writing a book called, How to Screw Your SBR Rating

[isetcap]

Originally Posted by MrX

Just another warning here. I also had a bet apparently accepted, showing up in the open bets list and included in the "open bets" total and reflected on my balance. It didn't, however, show up in the bet history. Minutes later, all evidence of the bet was gone. I made the wager elseware.

If you're still attempting bets at Mansion right now, I recommend you give yourself plenty of time, and assume you have no action unless the bet is shown in the bet history. Also, you'd be crazy not to get a screen shot of all wagers until things go back to normal.

Aren't there ticket numbers when these bets are accepted?

[rolemand]

Originally Posted by isetcap

Aren't there ticket numbers when these bets are accepted?

Yeah - I'm taking screenshots of the bet history now.

[pags11]

please keep me updated on this guys...

[rolemand]

As of last night I was able to make several wagers that went through w/o a hitch. I still did print screens and saved them just in case but my balance is still correct this morning.

[freebie]

I think Mansion fixed the problems. It's working fast as before now.

Shouldn't be a problem now and I hope it stays this way.

[pags11]

good to hear...anyone ask them when they plan on having their NCAA football week one lines up?...

[Dark Horse]

Originally Posted by MrX

Just another warning here. I also had a bet apparently accepted, showing up in the open bets list and included in the "open bets" total and reflected on my balance. It didn't, however, show up in the bet history. Minutes later, all evidence of the bet was gone. I made the wager elseware.

If you're still attempting bets at Mansion right now, I recommend you give yourself plenty of time, and assume you have no action unless the bet is shown in the bet history. Also, you'd be crazy not to get a screen shot of all wagers until things go back to normal.

Same thing happened to me 3 weeks ago. I entered the wager, and it was accepted. Still haven't been paid my winnings, and two weeks later they were still looking into it. Glad I'm not the only one. I thought I was going crazy. I even knew the exact time I had entered the bet, but no history of it.
Hope this will be resolved when I get back home, but if not, this thread will give us much more to stand on. What a joke.

[MrX]

I even have a screenshot of a bet from two days ago that showed up in the bet history with a betid and everything only to dissapear from existence several minutes later. I'm not looking to get it payed, because I was pretty sure the bet was gone from their system so I placed it elsewhere.

[isetcap]

Originally Posted by Dark Horse

Same thing happened to me 3 weeks ago. I entered the wager, and it was accepted. Still haven't been paid my winnings, and two weeks later they were still looking into it. Glad I'm not the only one. I thought I was going crazy. I even knew the exact time I had entered the bet, but no history of it.
Hope this will be resolved when I get back home, but if not, this thread will give us much more to stand on. What a joke.

That is a joke. They're handing out ticket numbers and then just losing the bets!? Deeply disturbing.

[Dark Horse]

They keep saying they are taking the matter very serious, but then completely ignore it until I remind them. I told them during the game that my bet had disappeared. I didn't think there was much I could do - nothing to fall back on without a bet history! -, but this thread has made it clear that others have run into the same problem. In other words, the glitch is in Mansion's software.

I like Mansion, but the way they have dealt with this is unprofessional beyond belief.

[MrX]

Good luck with that DH, I'm sure it's a HUGE mess. I personally had at least 4 bets confirmed and then dropped during that period, so you can only imagine how many there may have been in total. Furtunately for me, I saw what was going on and was able to place my bets elsewhere.

I only have a screenshot of one of the dropped bets, but if it helps your case at any time just drop me a PM and I can arrange to show the screenshot to Mansion.

[pags11]

can we get ahold of anyone from mansion to come onto the forum so we can really let them know what's going on?...

[Dark Horse]

Got this e-mail today, 8/14:

Hello ---------

My name is Peter Cotton, Member Services Duty Manager and I am contacting you to advise that I am taking personal responsibility for the on-going query you have with your MANSION account.

May I first confirm to you that any deviation from our normally high standards of customer service is taken very seriously here at MANSION.

As you have been previously advised, when your original enquiry was received it was referred to our IT Department as we were unable to see the bet to which you were referring. I will be contacting our IT Department immediately for an update on your query as the delay you have experienced is not acceptable and is most certainly not the norm.

I can appreciate your frustration with the length of time it is taking to resolve your enquiry and would like to assure you that I will be conducting a thorough investigation into the circumstances that have led to your current displeasure with the level of service you have received to date.

As soon as I have received a response from our IT Department I will contact you by e-mail.

In the meantime, should you wish to discuss this matter further please do not hesitate to e-mail customerservice@mansion.com marked for my attention or contact me by the live chat facility which can be found in the ‘Contact us’ section on our website.

Kindest regards,

Peter Cotton

Duty Manager
MANSION Member Services

Sounds good enough, except that he sent me basically the same message over two weeks ago. This is from 7/29:

Hello -------

Thank you for contacting us regarding your enquiry.

Please be assured that we are taking this very seriously and that we have raised another query to our IT Department for feedback regarding this.

We have access to the same account information as you and so if a bet is 'missing' we have to refer this for our IT Department to investigate. Unfortunately, it is not possible to put a timescale on a response from them but we will contact you just as soon as a response has been received.

Please accept our apologies for the delay in resolving your enquiry but we can assure you that we will be in touch shortly regarding this.

If you have any further queries or require any assistance in the future, please do not hesitate to contact us again.

Kindest regards,

Peter
Duty Manager
MANSION Member Services

I'm just wondering what this 'IT department' is, and what they are looking for. When I thought I was the only one experiencing this, I was basically left to their mercy. Without a bet history, they were either going to take my word for it or not. But now that others have experienced similar problems, and the Mansion software seems to be the problem, the slowness of this process is astounding to me. Unless they still think it's an isolated incident.

I should probably add that I still think of Mansion as a class act organization. There is no ill intent behind this. More a case of the arm not knowing what the leg is doing. (Check out their current Tottenham Hotspurs promotion. A no-risk $185 bet on Tottenham, played as Asian handicap at their sportsbook. If bet loses, money is refunded! As long as you can produce a screen shot, I guess. ).

[pags11]

damn, they need to get this fixed...

[Bill Dozer]

Can those of you who believe one of your pending wagers were erased provide me with your account ID and whatever information about the bet you can recall (date, amount and event)? We are currently speakng with wagering about the matter. They plan to investigate each account.

PM or Bill@SportsBookReview.com

[isetcap]

I am glad to see that this issue has finally been considered serious enough for SBR to champion the cause. I know that I have always operated under the assumption that if I have an accepted ticket number, I have action. For an institution that books wagers to simply lose tickets seems like gross negligence and I'm a bit surprised that this whole situation hasn't created more of a firestorm.

Right before football season?! What a disaster.

[Dark Horse]

They concluded I never placed the bet. Big surprise without a history of the bet...

Hello -----,

Please let me introduce myself, my name is Theresa Lee and I am the Member Service Manager here at MANSION.

Firstly may I extend my apologies for the length of time it has taken to conclude our investigations, however after an exhaustive review we can confidently advise you of our findings.

In light of your respected status of an experienced and regular user of our Exchange, we took your query in good faith and escalated all of the provided details to our technical specialists.

The delay in our response was necessitated by the need to fully investigate all possible permutations of what could have occurred, and this was achieved by a full investigatory analysis of our database from a number of perspectives, such as:

Your account history

All bets placed and confirmed on the event in question

All bets for the amount of your perceived missing bet at the time you believed you placed the wager.

All unmatched offers for both event and amount

Bets placed on this event in our Sportsbook


Throughout all of our investigations however, the only transaction we can identify on our database that in some way could account for your missing bet is already clearly visible in your transaction history under bet ID: -----

In conclusion therefore we have satisfied ourselves that the bet as you have described was never placed at MANSION.

I would like to assure you that we believe we have performed all possible actions on your behalf in the resolution of this query and based on information provided now consider it closed.

We are still of course here to assist you 24hrs a day should you have any other account management needs.

Kindest regards,

Ms Theresa Lee

MANSION Member Service Manager

What is not being addressed at all is the matter of disappearing wagers. I wouldn't even have brought up this issue here if bets by others hadn't disappeared as well.

Oh well, I guess I've placed my last bet at Mansion. Other than Tottenham Hotspurs promotions.

[Richy Rich]

Anyone have a 'losing' bet disappear?

Now that would be somethin' very cool

[Dark Horse]

It's kind of funny to me how a D- book like Actionbets paid me every penny they owed me, but a highly touted book like Mansion gets away with talking about 'perceived' bets.

Please note that there are no other threads about disappeared wagers at any other books. I'd be more than willing to accept that I made a mistake (by not entering or confirming the wager), if others hadn't experienced the exact same problem.

As they say, truth is in the eye of the beholder. Perceived bets, my ass.

[kiwi]

Maybe it would be interesting if anybody whose bet also disappeared and who had made a copy of the bet before it got lost would write to Mansion. Then Mansion could see there is some evidence that they have a software problem. I even understand them that they don't want to believe a person who says he had placed a bet but then it had disappeared.

[isetcap]

Theresa's little write-up should have never made it outside company walls. She is essentially calling DH a liar. I understand that there is very little that can be done for the players that are dealing with this situation, but Mansion itself should be significantly downgraded and perhaps their banners should go away until they manage to own up and declare something has gone wrong. The entire situation and the way it has been handled makes it evident to me that this organization is operating in a surprisingly unprofessional manner.