Chance Hill Casino - Unjustified confiscation

RESOLVED
posted on January 18, 2016.

Hello, I am writing here making a complaint about chance hill casino because I cannot seem to be able to solve this with
their support.

I deposit 100 euros on 11 December and got a 25% bonus. The bonus came with 35 times wagering so 875.
Their terms say:

"7.Until the play through requirements have been met, the maximum bet that can be placed is €7.50 (75kr, $7.50). This

includes double up wagers after the game round has been completed. For example, wagering winnings from X game round on

red/black. If the bet exceeds 7,50€ before Wagering Requirements have been met, the bonus will be cancelled and it's

winnings will be forfeited."

So I started playing slot "Dazzle me" with bet of 6. I finished the 875 wager in that way ( actually I played a lot more

than that, almost double, this can be seen in my history ) and had about 250 euros.

So having finished the wagering I decided to play starburst with a bet of 50. (I checked my account to make sure there

was no active bonus anymore). I played some rounds that way and ended up winning 2034 euros. I requested a withdrawal for

the whole ammount.

Some days later I logged in to see what was going on with my withdrawal and saw that I only had 100 euros in my account.
I contacted support and they told me that they had forfeited my winnings because I bet more than 7.5, which is not true

as I described above.

Here is the whole exchange with support.


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Corneliu Pavalachi
12/15/15

to Contact
Hello, I had a withdrawal pending for about 2000euros that I won on friday. And today I log in and see only 100 in my

account? What is going on? My account is nakedBoy88.

Contact Us 12/15/15
Hello Corneliu,

You did 50 Euro spins when you had your bonus, so the winnings have been forfeited.

Sorry for that.

Best regards,

Corneliu Pavalachi
12/15/15

to Contact
I only played 50 after a long time I finished the wager of the bonus. I got 25 bonus which had 875 wager right. You can

see in my game history that I was playing game Dazzle me for a lot and lot of hands. At the end I decided to gamble with

large bet and won. But I had played a lot more than the 875 wager.
Please check again!

Thanks.


Contact Us
12/15/15

to me
Yes, but your deposit is tied to your bonus.

Best regards,


Corneliu Pavalachi
12/15/15

to Contact
What do you mean? the terms I see now say:

7.Until the play through requirements have been met, the maximum bet that can be placed is €7.50 (75kr, $7.50). This

includes double up wagers after the game round has been completed. For example, wagering winnings from X game round on

red/black. If the bet exceeds 7,50€ before Wagering Requirements have been met, the bonus will be cancelled and it's

winnings will be forfeited.

So I have not broken any rule. The rule is very clear it only says I can not bet more than 7.5 before completing the

wagering.


Contact Us
12/15/15

to me
Yes, but your bonus is your bonus plus the deposit you put in to receive the bonus.

Best regards,


Corneliu Pavalachi
12/16/15

to Contact
That does not make sense what do you mean?

I deposit 100 and got a bonus of 25. The wager for that was 875. I wagered more than 1000 with bet 6. Then I played with

higher bet.

Your terms say I cannot bet more than 7.5 when I have bonus. There was no bonus in my account when I bet 50.

So, again explain to me what I did wrong here.


Contact Us
12/16/15

to me
That the bonus is the whole amount including your deposit.

Sorry for this.

Best regards,


Corneliu Pavalachi
12/16/15

to Contact
Then why when I deposit 100 and got 25 bonus in my account it showed wagering 25 * 35 = 875? And when I wager 875 it went

away and showed that I have no bonus in my account? The way you describe it it should show wager 125 * 35 = 4375. But

your terms also say that wager is 35 time the bonus. Not 35 time the deposit too. Please explain to me. I think you are

making a mistake here.


Contact Us
12/16/15

to me
Dear Corneliu,

If that happened that must be an error from our system, but I highly doubt it. Any how we have given you your deposit,

you may choose to play it or withdraw it.

Best regards,


Corneliu Pavalachi
12/16/15

to Contact
You mean that the wager was 35 x 125 even though your bonus terms say that it is just 35 times the bonus?
And what do you mean "anyhow we have given you your deposit"? This is no joke you have taken 2000 euros that I won and I

did nothing wrong. Please stop replying with one sentence everytime and look into this, or forward it someone who can.


Contact Us
12/16/15

to me
Dear Corneliu,

It is what we have told you, you have done a play that is forbidden by our terms.

Best regards,


Corneliu Pavalachi
12/16/15

to Contact
You don't seem to understand your own terms then. Is there anyone else higher up maybe that I can have a look in this

matter?


Contact Us
12/16/15

to me
Dear Corneliu,

I beleive we understand our own terms. I will send this over to my superior.

Best


Corneliu Pavalachi
12/16/15

to Contact
Thank you, I will be waiting for a response.


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I never received a response from the superior, thats why I came here to make complaint.
I would really appreciate your help in this matter.

Thanks.

posted on January 20, 2016.

Dear Corneliu,

We are sorry you are feeling this way, but as previously stated you have broken our Terms therefore your winnings have been forfeited.

Let me elaborate further, as it seems we have had some previous miscomunications.

There are two points which have conflicted with our T&C's

The first one being that you placed a 50€ bet when you still had a bonus, which has a max bet of 7.5€

Secondly since the first of December 2015, we no longer offer bonuses to players from Moldova, this is clearly stated at the start of the Terms and Conditions for Bonuses. I copy it in:

PLEASE NOTE THE PLAYERS FROM THE FOLLOWING COUNTRIES ARE BONUS BANNED:
Spain, France, Italy, USA, United Kingdom, Poland, Ukraine, Russian Federation, Belarus, Bulgaria, Croatia, Czeck Republic, Estonia, Greece, Slovakia, Slovenia, Serbia, Latvia, Lithuania, Macedonia, Moldova, Bosnia and Herzegovina, Albania, Hungary and Rumania.

Note we have returned your initial deposit. Again sorry for the inconvenience and I hope this clears it up for you.

Best Regards,

posted on January 21, 2016.

If you see my bet history you will see that after I deposit 100 and got bonus of 25, I played 257 bets with a size of 6 in game Dazzle Me. That is 257 * 6 = 1542, The wager for the bonus was 25 * 35 = 875. So I have finished the wagering by a lot when I switched bet to 50 on starburst. I can post the whole betting history here but it would be 257 lines long. Furthermore I don't think you will deny that's what happened since you can see it for yourselves. So no I did not place a bet of 50 while still having a bonus. I specifically checked my account after the 257 bets and there was (correctly) no active bonus since it was wagered.

Now for the second part that Moldova was not eligible for bonuses since December 1 2015.

I am attaching two e-mails in this response. One was sent on December 11th Inviting me to the bonus in question. It has a list of countries that are excluded and Moldova is not one of them.
I am also attaching another e-mail sent to me on January 4 2016 about another promotion in which indeed Moldova is on the restricted list.

So no you did not change your terms regarding Moldova on December 1st and I was eligible for the bonus in question.

I am waiting for your reply.

posted on January 21, 2016.

Dear Corneliu,

Thanks for your reply.

First of all, the newsletters you are attaching are not binding. What you should follow is our T&C's as we are not including all countries and not all the information is there. As stated before, Moldova was included in the list of bonus banned countries like the rest of eastern Europe countries.

Regarding the bonus wager ,that's not what our system shows.

Regards,

posted on January 22, 2016.

Can you please tell me/show me what your system shows? Because in my history I see
December 11, 2015 16:29 Accepted Deposit 100 EUR
then 257 bets of 6 euros each on Dazzle Me between December 11, 2015 16:37 and December 11, 2015 16:59, which more than completes the wagering requirements, then bets of 50 on starburst.

As for the other part. We both know that the terms did not include Moldova when I deposit and got bonus, you can keep claiming whatever you want.

I would really appreciate askgamblers help here because it is pretty obvious what happened here.

And just as a side note, what are you doing is bad business at best.
If I was running a casino and accidentally sent a mail with an offer to an ineligible customer (you are claiming that on December 11, Moldova was in the restricted list (it was not I read the terms before I played but unfortunately I cannot prove that) but you "forgot to add it to the list on the e-mails) who claimed that offer and won, I would pay them.

posted on January 23, 2016.

Dear Corneliu,

We are not claiming whatever we want. We are just stating that late in November we decided to include Eastern countries, including Moldova amongst the restricted countries. Probably you read the terms before when you first played. Back then, your country was not restricted and you won an amount of 1518.75€ that was paid as usual.

Unfortunately we can't show you details of our system due confidentiality reasons.

Best Regards,

AskGamblers
posted on January 27, 2016.

Dear Chance Hill team,

Can you please present evidence regarding this case. Please send your email to AskGamblers Complaint Team at [email protected] Thank you in advance.

posted on January 29, 2016.

Has Chance Hill contacted you with the evidence that you ask? I am waiting for a response I have nothing more to add other than the evidence previously provided.

AskGamblers
posted on February 17, 2016.

AskGamblers Complaints Team has been provided with an exhaustive information and explanation as well as unambiguous evidence in regards of this case. Based on all that information we can confirm that Moldova was added as a bonus restricted country within Chance Hill Casino Bonus Terms& Conditions page on December 10th, 2015 at 16:39:42, one day before the player chose to take benefit of the disputed bonus offer. After all, it is the terms and conditions that prevail in such a dispute and in this particular situation, Chance Hill Casino acted according to these terms.

However we would like to point out that Chance Hill Casino gave incorrect information in two different occasions while communicating this issue with the player. While we understand that giving incorrect info to customers could be a result of miscommunication and/or done by an accident, we recommend the casino management to take all the necessary steps to improve the reliability of the information given by their support team members.

In case of a disagreement with our decision we recommend player to seek further assistance from the relevant licensing authority which is responsible for granting an operating license to Chance Hill Casino.

The complaint is now officially closed.