[Closed] Frustration

Many many thanks to all involved in sorting this out.
I can safely say the support from this site is 100% and second to none.

Please check my support ticket for the latest update.

Thanks again

Blackadder43,

You are welcome, we always try everything possible to satisfy our customers, however as you can see, in some cases it is also impossible for us to find a solution.
I have checked your ticket and will mention it to our Customer Service so that they can fix everything as soon as possible.

Please keep me updated whether everything went fine.

Best,
Tom

I don't mean to hijack this thread, but as I am having a similar problem I thought I would post it here.

I received the $50 free Mansion promotion e-mail, went throught the quiz and signup only to receive this from the Pokerstrategy support:

Unfortunately, we were unable to transfer your starting capital due to the fact that the transfer was denied by your poker room of choice. However, your account there is still associated with PokerStrategy.com, which means you can take advantage of our great first deposit bonus offers .

I then ask support for a further explanation and reason for the denial to which they reply:

I am sorry, but we do not know the reason. Mansion Poker just has blocked it. Unfortunately, we are not able to offer you the bonus anymore,

Obviously, I am pissed off to have spent time on this just to be rejected for no reason and it certainly doesn't give the impression that Pokerstrategy is a serious poker site. It should be said that I did have an account on Mansion before I took advantage of this promotion, but the promotion clearly states that it is also available for people with existing accounts.

I would appreciate if support would look into this, as it currently looks like false marketing.

Obviously, I am pissed off to have spent time on this just to be rejected for no reason and it certainly doesn't give the impression that Pokerstrategy is a serious poker site. It should be said that I did have an account on Mansion before I took advantage of this promotion, but the promotion clearly states that it is also available for people with existing accounts.

the concept of the starting capital is to bring NEW players to various poke rooms and not to hand out free money to existing players.

the one thing i remember when i signed up for my 50$, was that i had to choose a room where I did not have an account active or inactive. It's how I ended up on Cake (not that I'm complaining )

you might want to read the terms of the pormotion again, and choose another room. I'm sure the PS team will help you in every way.

the concept of the starting capital is to bring NEW players to various poke rooms and not to hand out free money to existing players.

the one thing i remember when i signed up for my 50$, was that i had to choose a room where I did not have an account active or inactive. It's how I ended up on Cake (not that I'm complaining )

you might want to read the terms of the pormotion again, and choose another room. I'm sure the PS team will help you in every way.

Rules for the $50 Starting Capital
- You're receiving the $50 for the first time.
- You're at least 18 years old.
- You've passed the poker quiz.
- You've confirmed your registration details.

Also, the guide for the promotion has a section for people with existing accounts. If you have found something that says otherwise I would like to see it.

If the promotion is meant to get new players to sign up for the pokerroom alone the above is clearly false/not sufficient as it should clearly state it's only for people who do not have an existing account. The way I see it, the promotion is also meant as a way to get people to sign up here at PS which I have done.

If support is willing to offer the promised bonus at another pokersite that is of course just fine by me.

*bump* for admins/support. Would appreciate if you would look into this.

Thanks.

Hey garm83,

i copy/paste this from the site that comes up after making the Quiz:

Where do you want to play with your starting capital? Select the poker provider you want to play at with your free starting capital. After having passed the quiz, you will receive your $50 starting capital at this poker room and you can start playing.
Please note: you are not permitted more than one account at the poker room of your choice. If you already have an account at one poker room, please select another one from the list.

I hope i could help you,

Andre

Originally posted by Andre

Please note: you are not permitted more than one account at the poker room of your choice. If you already have an account at one poker room, please select another one from the list.

Hi Andre,

Thanks for your reply. I must say I am confused though. If the above means it is not allowed to receive the $50 at a site where you already have an account it goes against everything else I have read in terms of this bonus. In addition to what I have posted earlier I quote the e-mail I received after finishing the quiz:

You have successfully passed the PokerStrategy.com quiz and your $50+$100 are ready to be transferred to your Mansion Poker account.

Please go to the following page and enter your Mansion Poker account username there: (...)

I followed the directions in the e-mail and this too clearly states that it is allowed to have an existing account on Mansion. For that reason I still don't understand why my bonus has been rejected?

Again, if you can transfer the bonus to an alternative pokersite that is just fine by me.

Hey garm83,

i forwarded this issue to our customer support and they will come back to you via ticket or mail. Please note, that it could take a little to clear this. But we are definitely on it and will get in touch with you.

Regards,
Andre

Originally posted by Andre
Hey garm83,

i forwarded this issue to our customer support and they will come back to you via ticket or mail. Please note, that it could take a little to clear this. But we are definitely on it and will get in touch with you.

Regards,
Andre

Thanks for your help Andre, looking forward to hearing from support.

No word from support yet.

Hey garm,

as i said. It could take a little. But i checked the internal process and they are on it. Just posted here to say that i didnt forget you.

Greetz,
Andre

OK, thanks for the update!

OK, I still haven't heard anything. Could someone please look into this now? Sorry but the "support" around here isn't very helpful. I am still looking to get the free $50 which I was supposed to receive a month ago...and which was declined by PS for no obvious reasons.

According to the forums it seems I am definitely not alone with this issue either.

Hi Garm83,

I will forward this to the responsible account manager. As you might have gathered from the poster above you, we did sort out the problem in his case - yet through quite some detours. In order to avoid future problems and this popping up over and over again we have been in direct contact with Mansion so that they can also fix the issues on their end. This is why things have been taking longer.

Tomassio123 should be able to tell you more tomorrow.

Best regards
SoyCD

Ok, thanks for letting me know. Hope for a quick solution.

Hi Garm83,

Apologies for the big trouble in this case and that you had to wait so long for a satisfactory answer. The mail you received from Mansion was a legit one and no spam mail. However something went wrong on Mansions side, this is why it was not possible to transfer you the money.
Our CS Team will get again as soon as possible into contact with you regarding this case and hopefully we can find a satisfactory solution for you.

Best regards,
Thomas