CasinoChan - Winnings confiscated for no reason

Dear CasinoChan,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

CasinoChan withdrawalled 17.3 only deposit 1000€ and 1229€ winnings were confiscated.

Summa summarum: CasinoChan and other Dama N.V casinos are ok taking deposits and let play if you lose money but when you try withdrawal winnings they confiscate winnings with ”gambling problem” excuse.

Dama N.V of course not has not funded me 2023 lost deposits to Clubhouse Casino, Loft Casino, Cobbercasino, Pirateplay or 7BITcasino.

All players should avoid Dama N.V casinos. You never know when you ”have gambling problem” and casino confisticate your money.

Dear all,

This complaint has been reopened as per CasinoChan request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Thank you very much. I am waiting Casino Chan to contact me and pay winnings to me if they really want to show fair Game. They have all my details and E-mails.

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

Remove personal info!

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 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.