Winnings removed from my account and withdrawal cancelled

Dear all,

Following a careful review and consideration of all the information and details presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that ChalkWins Casino 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 Lvvcckk,

Thank you for your message. We understand your concerns, and we would like to clarify the situation further to avoid any misunderstandings.

Regarding the 7-day period mentioned in our Terms & Conditions 58.3.3, this refers to the validity period of the promotional offers. Specifically, all Free Spins, Free Bets, Bonus Chips, and other promotional materials must be used within 7 days of being credited to your account. After this period, any unused promotional materials will expire and cannot be claimed or refunded. This timeframe does not relate to the processing or payment of winnings but rather to the availability and use of the bonus itself.

About your access to the website, we would like to confirm that your account is active. If you encounter any difficulties logging in, we recommend clearing your browser cache and cookies, and then attempting to log in again. If the issue persists, please contact our Customer Support team directly via email or live chat link, providing details of the problem, and they will assist you promptly.

Should you have any further questions or concerns, please feel free to reach out to us.

Kind regards,
ChalkWins Casino Team

But there was a week time to pay my winnings? But all they cancelled, why couldn’t you pay it in that 7 days?
And now i can’t even log in to the casino website.. this is not fair.

Dear all,

We would like to respond to the player's complaint to provide better clarity and understanding.

Mr. Lvvcckk deposited €50.00 on 26/02/2025 to claim the Special Combo - 100% Bonus + 50 Free Spins on "Sweet Bonanza" - Chalk Wins, which was successfully credited. As a result, he won €3,650.80.

However, according to our Terms & Conditions (T&C) 58.3.3:

«58.3.3 All Freespins, Freebets, Bonus Chips, are valid for a period of 7 days from the time when they are credited to the players’ account. After the period of 7 days the aforementioned promotional materials expire and are not claimable or refundable. Max winnings from Cashback / Loyalty Bonus are limited to five (5x) times the initial amount of Cashback Bonus given. Any winnings above that will be forfeited. Max winnings from season/special promotions (including, but not limited to, Christmas Bonuses, Easter Bonuses, Halloween Bonuses) for 200% and above Bonus threshold, are limited to four (4x) times the initial deposit amount. Max winnings for bonuses between 150% - 199% Bonus threshold, are limited to eight (8x) times the initial deposit amount. Max winnings for bonuses between 120% - 149% threshold, are limited to ten (10x) times the initial deposit amount. Max winnings for bonuses between 100% - 119% threshold, are limited to fifteen (15x) times the initial deposit amount. Max winnings for bonuses between 25% - 99% threshold, are limited to twenty (20x) times the initial deposit amount. Any winnings above that limits will be forfeited.»

In particular, the clause:

«...Max winnings for bonuses between 100% - 119% threshold are limited to fifteen (15x) times the initial deposit amount...» is applicable in this case.

Based on these terms, the maximum winnings the player could claim from this bonus are calculated as: €50 x 15 = €750

As a result, €2,900.80 of the player's winnings were deducted, leaving €750 available in the player's balance for withdrawal.

Kind regards,
ChalkWins Casino Team