Winnings confiscated for no reason

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that CasinoChan management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Dear CasinoChan,

Please refrain from posting personal and sensitive information in the complaint thread. Attachments are set as private and not visible.

Thanks in advance for your cooperation.

Dear AskGamblers Team,

We at CasinoChan are dedicated to maintaining the highest standards of integrity and always prioritize the well-being of our players. We firmly believe in supporting our players, especially those facing issues with gambling. When a player requests to have their account closed due to gambling problems, we take immediate action to honor their request, as their health and well-being are of utmost importance to us.

We are writing to provide proof of our commitment to these principles in relation to a specific case involving a player named < full name removed >. We have attached PDF documents as evidence of this player's interaction with our support team. < full name removed >, using the email address < email removed >, requested to block his account due to gambling problems. Below is his request:

"Hi,

I kindly ask you to block my access to your site because of my gambling problem. If I have an account on your site, please close it permanently and stop all marketing. If I haven’t registered yet, please make your best effort to prevent me doing so. I hope this ban also applies to any of your 'sister casinos' and possible future casinos.

Here are my personal details:

< personal information removed >

In response, we took immediate steps to block his account to ensure his safety and well-being.

However, some time later, Mr. < surname removed > registered again using different email credentials but with the same personal details: name, date of birth, address, and identification documents. This indicates that the same player, who had previously acknowledged his gambling problem and requested account closure, created a new account.

Our commitment to responsible gambling is unwavering. We took the necessary actions based on the player's initial request, and we remain steadfast in our dedication to preventing gambling-related harm. We kindly request your assistance in addressing this matter and ensuring that all related accounts are permanently blocked as per the player’s initial request.

Attached are the PDF documents confirming these interactions and the actions we have taken to support Mr. < surname removed >

Thank you for your attention to this matter. We appreciate your cooperation in helping us uphold the highest standards of player protection and responsible gambling.

Sincerely,

Manager, CasinoChan