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CasinoChan - Withdrawal rejected while T&C updated


Complaint Info

Disputed casino



$ 1000

Posted on October 6, 2020

Hi Team,

Complaint is regarding CasinoChan, purposely delaying the acceptance of withdrawal of funds under claims of withdrawal limits to which they updated their own terms and conditions to avoid payment.

Had a feeling it would be difficult to withdraw as the first casinos where I've won, took screenshots and recorded sessions in-case something like this occurred.

**6th October 12:00 AEST**
Daily withdrawal limit was $3,000 / $4,000.
Weekly withdrawal limit was $12,590 / $16,000 (assuming a week ends somewhere between Thursday and Monday...).
Withdrawal limit from any win where bonus was used (Monday Reload Bonus) $7,000 / $10,000 (Plenty of deposits over this period).

My total balance at the time was > $1,500

Withdrawals requests here-on for $1,000 or as little as $50 were all rejected. I received email notification that "Withdrawing Limits for the current period are exceeded." When I reached out to support, they continued to state the same without advising what limit was reached, I clearly calculated and asked several times for it to be rechecked. After some time, the support member advised, that the rejection was due to COVID-19 ... After that attempt to dismiss me failed, advised that my weekly limit was reached. I asked what day the weekly limit resets, for which, no reply, simply advising they were sorry for the delay, but continued to reject my withdrawals.

The support member advised to wait 3 hours, deciding to humour them, thinking that's when their shift ended, I waited 3 hours.

By now their plan had worked and I attempted to withdraw remaining $100. This was, rejected, for the same reason. When I spoke again to support, I was astounded to find that those 3 hours were not shift related, but for them to update the terms and conditions in their favour. They updated the weekly limit from $16,000 down to $10,000 just to justify rejecting my withdrawals.

When I stated that I had proof of this and asked what day a 'week' resets, they advised "As you reach your weekly limit, the next cashout you can make a week after your last cashout request" ... that's not even a weekly limit, thats a random limit they impose at will to reject withdrawals ... Numerous emails to support went unanswered.

Have been an online gambler for a long time and while not the first time I've come across these tactics, certainly one that paints a grim picture for the industry. No gambler will gamble if they come to know if they win, T&C's will change just to make you lose.

Requesting my original withdrawal of $1,000 AUD be paid.

Hope you can help.

Posted on October 7, 2020

Hi Team,

After explaining the issue to a VIP manager who looked into the matter, it was brought to light that the information I received from support was incorrect and that the withdrawal limit for a week, is any rolling 7 days.

I would simply like to know the exact terms of the weekly withdrawal limit and when I will be able to withdraw and how much.

You may post current values of those limits here.

Thank you.

Posted on October 7, 2020


The cashout limits of the Casinochan are:
The maximum withdrawal amount processed to a player is 4,000 USD/EUR/CAD/AUD, 1 BTC, 5 BCH, 700,000 DOGE, 30 LTC per day, 16,000 USD/EUR/CAD/AUD, 2 BTC, 10 BCH, 1 400 000 DOGE, 60 LTC per week and 50,000 USD/EUR/CAD/AUD, 5 BTC, 20 BCH, 2 800 000 DOGE, 120 LCH per month, unless otherwise specified in the promotional Terms & Conditions, where exceptions can be made for players with a higher VIP status.

Accordingly to your payout history, you have exceeded the weekly limit already.

The weekly limits are being renewed when the first cashout was made. For example, if you withdrawing 4000$ on Monday, Tuesday, Wednesday, and Thursday, that means your weekly limit will be reached on Thursday, and your next cashout will be available on Monday.

You will be able to make your next cashout tomorrow, Oct 8.

You can check your cashout history yourself, in your personal profile, or you can request the casino to provide you with the transaction history by emailing the support.

Thank you for your patience.

Kind regards,

Posted on October 10, 2020

Hi CasinoChan,

I attempted to cashout remaining $100 on Thursday 8th October as you mentioned above, however this was again rejected.

Can you comment?

Posted on October 12, 2020


We have checked the case and it looks like the cashout on 08/10 was cancelled because of the human error.

We have sent you an email already with the explanation of the situation.

We apologize for the inconvenience caused.

Posted on October 12, 2020

Dear @tokentipsy,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

CasinoChan Complaints

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