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.
