Chanz Casino - Misleading Loss Limits

RESOLVED
posted on September 28, 2016.

Hello,

I have played at Chanz Casino a few weeks ago and it's a very good looking casino. I lost a couple of hundred euro's before I won a fair amount of money. After wining that money I thought I set a loss limit. I set a limit of 50 euro's because that was the amount I max wanted to loose.

2,5 weeks later I decided to play again on Chanz and I deposited 50 euro's... I got a bit carried away and kept depositing more and more.... loosing 200 euro's that day... See screenshot for the winnings and the deposits...

After I came back so my senses I asked Chanz how it was possible that I lost more then the 50 euro limit I had set when on their mobile casino it says that a limit takes effect immediatly. Their response was the following:

"Note that when you set a 30 days limit it always takes the last 30 days into consideration."

How is that possible? And why don't they tell that in their casino? If I had known that I would have asked for a cooling period after I made those winnings instead of setting a loose limit.

Their response was the following:

"We do of course take your feedback seriously and we will look into how to improve the limit settings. We will most likely add a confirmation button, to make sure players know what exact limit they set. We will also look into improving the general information."

So they confirm that the general information needs improving. A little to late for me since I lost and extra 200 euro's.

The second thing I have a problem with is when I hit their 50 euro loss limit they still accepted a payment of 100 euro's but I wasnt able to play anymore. If I wanted that money back I had to make a withdrawal request for which they charge 2,52.... Not very player friendly in my opinion.

All together I can't say I am very happy on how this casino is informing their players at the moment...

posted on September 29, 2016.

Hey!

Thank you for your feedback. As I told you we are always grateful for receiving comments and suggestions to how we can improve the site and how we inform our players. We have already taken some steps and added more clear information and other improvements will also come.
Since you feel you have a bad experience because of this, then we have decided to refund you the full 200 EUR to your Chanz account.

I hope to see you swoon back on Chanz :).

Have a nice day!

posted on September 29, 2016.

Hello Chanz,

Thank you very much for this quick and satisfying response.

Issue resolved.

AskGamblers
posted on September 29, 2016.

Based on submitter's last post AskGamblers Complaints Team is now considering the complaint as successfully resolved and it is being officially closed.

Thank you all for your cooperation.