Complaint #22 Chance Hill Casino

Keeping my deposit locked after refusing to provide SOW

By Daniel S.

7 years ago

I opened my account in chancehill casino on May 2018 and since then made deposits and played in this casino.

About last November 27 I made a deposit of 500 gbp but when I tried to open
a game I got this message :
Your account is currently blocked/restricted.
"Dear Daniel, Please visit My Account and complete highlitedactions to unlock your account.
These are regulatory requirements we have to request as part of the license.
Please note you are required to complete these actions to resume gameplay and be able to make deposits or withdrawals.
Open support if you have any questions."

And right away I uploaded my proof of identification, proof of address and proof of deposit.

But then I saw their "source of wealth survey" which is very intrusive by the way. Therefore I requested for my deposit to be returned.

They replied that this survey is needed. So again I emailed that my deposit be returned and once they have done it they can close my account.

They locked my account with balance of 500 gbp.
i have emailed contact@chancehill.com asking what documentation they need to send back my deposit.

But I have not heard back from them. I just want my deposit back!

Disputed Casino Chance Hill Casino

Reason Refund declined

Amount £500

Discussion

There are no replies at the moment.

Chance Hill Casino Complaint Stats

Resolved 5 / 8

Avg. Amount $4,577

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Chance Hill Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 1 out of 4 complaints in this category have been resolved.

This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.

Chance Hill Casino Complaints

See all complaints for this casino

£745 Winnings Unjustly Confiscated

On January 14th I accepted a 50% bonus for £50 from Chance Hill Casino. I played through deposit and bonus and when I had completed the wagering requirements I had a balance of £845. I withdrew the money but a few days later on 18th Jan I received an email from Chance Hill stating my withdrawal had been cancelled. A follow up email revealed they intended to keep my winnings citing bonus abuse. They won't provide any further details so I can't contest it with them. Before doing the offer I familiarised myself with the terms and conditions and am fairly certain I didn't break any terms, if they won't discuss the matter I can't see where they claim I have gone wrong. I would like to file a complaint here as I am currently getting nowhere with them via email.

Rejected

£845

Account locked and funds confiscated without justification

I have signed up to chance hill casino on 29th december 2016 and recieved there 100% sign up bonus when making my first deposit of £100. After recieving my bonus funds of £100 i followed the terms and conditions and selected a slot which was not on the excluded list, I played through my balance and the wagering which was required for the bonus playing jurassic park all at the same £3 stake per spin. Upon completing my wagering I then made a withdrawal for the sum of £328, which they again charged me £2.50 transaction fee after they charged me the same for my deposit. The next day i received a email saying my withdrawal had been cancelled, and to email support or contact live chat. So i tried logging in to my account but it had been locked.after contacting live chat they told me to contact them via email which I did. when i received a email back they told me it was due to bonus abuse that my account had been locked. I went on to ask them to explain how they had come to this conclusion, to which i simply received a email back saying that was there final decision. Upon emailing them again for a full explanation on the stating of bonus abuse on my account after i played my funds on a game which was not on the excluded list I did not receive a reply. And i am still

Rejected

£328

Blocked my account and refused to pay the remaining winnings

Hello I made a sign up on 14-01-2016 and played the Welcome Bonuses casino had these days. On the 4th deposit I won 7203.5 euros and I was very happy about this. After I completed bonus requirements I asked a withdraw of 2200 euros via neteller, the same way I used to deposit. After a few days they asked me to withdraw 500, they has also accepted all the documents casino wanted, because they had some problems with e-wallets. After a few days they asked me to continue and withdraw 500 because they had a lot winnings and someone also won a jackpot of 100.000. After a few months, 09-05-2016 they had paid me 3500 in total, chat told me that they will let me know via email, they will investigate why I cant enter my account and they are checking for recent bonus abuse. After a few days tried to open the chat , the agent close the session all the time and couldnt reach them. Of course no one responds my emails and I cannot contact casino. They had paid me 3500 euros out of 7203.5 I have won they have verified my account and accept all the documents I have send them and now my account is blocked and cannot enter my casino account. Please contact them and let me know if you have any news because I cant.

Unresolved

€3,703

Withdrawal Refused & Funds Confiscated Without Valid Reason

Hi, I have recently had a withdrawal refused from Chance Hill Casino and they have confiscated my winnings. They have claimed 'bonus abuse' for a *prior* deposit bonus, despite this being untrue. They have provided no proof of this taking place, my account history will show that no breach of terms has actually taken place, and I made no money out of any supposed bonus abuse method. I was never accused at the time of any breach of terms, let alone having my account suspended or closed. In fact, I have successfully deposited and withdrawn in the meantime, so I'm at a loss to explain what it is they think I've done wrong. Their claim relates to a game called Super Monopoly Money. However, my account will show I spent the majority of my first deposit (probably 80-90%) on an unrelated game, Twin Spin. Monopoly was played but in no way was it used unfairly (I still don't know what the method of abuse is that they are alluding to). So unless they are suggesting that playing that game *at all* is banned then they are incorrect in their accusation. Regardless, I didn't use any bonus abuse method, I made no money from the game (fairly or otherwise), and there was also nothing in the terms and conditions that related to being able to play that game when I registered. Futhermore, as this was related to a prior bonus, surely they cannot withold or confiscate funds from a completely separate deposit where any winnings were achieved legitimately? If they had an issue with my account, why was this never raised at the time or at any time before this attempted withdrawal? It seems to me that they are trying to get out of having to pay me valid winnings, no doubt because the amount totals £1,550.24. They have also been very unprofessional in their responses to me, in trying to get this matter resolved. I have presented them with the facts as above, and they have provided nothing to confirm their accusations. All I got was "our decision is final" - so I have had to take this matter to yourselves in the hope you can help. If you require any further details of anything then please let me know. Many thanks for your time, Eddy

Resolved

£1,550

Weird issue with payment

Request a payment of $522.08 eur in May , when i sign up i was deposit by my master card but due to my bank policy they don't allow gamble payment send back to my master-card so i told Chance Hill casino about the issue and ask them to bank-wire me the winning. I had send all the bank wire info to them but up to now i still haven't receive my payment at all . I had email and talk to one of their stuff but which i think if up to now i still cant able to receive my fund i think its useless so i am here to ask for help

Resolved

€522

Unfair confiscation based on ridiculous reason

Hello! Got some situation on chance hill casino what made me very disappointed. Yesterday i decided to choose some new casino for me,cuz my favorites casinos was eating all my deposits,so wanted to try something new. I got here on askgamblers site to choose casino with a first deposit bonus what is not restricted in portugal (cuz lots of casinos are restricted here), first on list of casinos with first deposit bonus was chance hill casino,i passed with askgamblers referal link, saw a platform from softswiss and i really like it,made my first deposit 45 euros from skrill wallet,got bonus of 45 more,contacted support he kindly provided me information of restricted games and terms and conditions. After end of waggering i won 450 euros and put them to cashout, uploaded my document,skrill information and screen of deposit. Passed 4 hours i joined to casino to see how my cashout is going,but saw it declined. Obviously contacted support from live chat to ask what is a reason of that. Here comes the problem,he told me: Nicolai, I'm sorry but your withdrawal cannot be processed due to nationality issues. Our terms don't allow Russian(Moldavian) players to receive bonuses. The system issued it automatically as you appeared to play from Portugal, but your account hasn't passed the verification process. Therefore your winnings will be forfeited and initial deposit returned. I apologise for the inconvenience and if you have any further doubts, you may ask them directly to me or to our verification team at [email protected] Lets see what terms and conditions says: Players from the following countries are bonus restricted (unless given a special promotion or otherwise stated): Spain, France, Italy, USA, Poland, Ukraine, Russian Federation, Belarus, Bulgaria, Croatia, Czeck Republic, Estonia, Greece, Slovakia, Slovenia, Serbia, Latvia, Lithuania, Macedonia, Moldova, Bosnia and Herzegovina, Albania, Hungary and Romania. I got really shocked cuz never had problem like that. So i uploaded document my portuguese residence,there are typed what is my nationality is moldavian. Im playing from portuguese ip,provided my portuguese document there are typed my adress where im living,my skrill is verified with vip bronze status with a same residencials as on document, im receiving bills on this adress as well. Im sorry but does this mean what im player from moldova? The document clearly shows what im portuguese resident. And nationality doesnt means what im player from moldova. Im registered in lots of casinos and provided this document for verification and nobody told me what we saw what you have moldavian nationality,so now we gonna change your personal details and put your country as moldova lol,in all casinos im a portuguese costumer.

Resolved

€450

Stalling my withdrawal

I have a withdrawal for över a week now. 30.000 first but now 20.000. The tell me they do what the can i i dont belive it. The say that a platform change delays it. I have tried VISA, Skrill and Bank Transfer but they are unable to solve it. I tried for 5 days now to get in conact with the manager for the casino even called BLUE. His name is R***** **** on email r*****@*********.com. The tell me that they are working on it day afer day. Im so tired of waiting.

Rejected

kr20,000

Closed My Account & Took All Winnings Without Any Reason

Hello, I'm George *************** from Cyprus a member CHANCE HILL CASINO. I would have expressed my complaint and my protest because some decided to close my account and take my profits about € 25300 without any real justification. They told me general for money laundering without me to have some relation to these things. I never had money in my life to do such things. They not explained to me what I did. I asked many times but did not get some meaningful response. This way insult me. I think to take legal action about this because i am fair person. Also they told me that I did not have the paysafecard voucher of deposit. I searched everywhere in the site but I did not find somewhere to write that i should store the voucher deposit. Ιf I read somewhere why not keep it? Every document they need i have it unless the paysafecard voucher. I think that all this happen because i won a big amount. Please looked at my questions and answer me.

Unresolved

€25,300

Confiscated my legitimate winning

hello, I played at this casino last tuesday and used promotion with code HAPPY.My deposit was 20 eur and i got 10 euros bonus.After playing a bit a wan almost 3000 euros. This casino is refusing to pay me the money and accuse me in bonus abuse. Please help me to get my money Best Regards, Rolandas Stankevicius username at this casino:[email protected]

Resolved

Unjustified confiscation

Hello, I am writing here making a complaint about chance hill casino because I cannot seem to be able to solve this with

their support.

I deposit 100 euros on 11 December and got a 25% bonus. The bonus came with 35 times wagering so 875.

Their terms say:

"7.Until the play through requirements have been met, the maximum bet that can be placed is €7.50 (75kr, $7.50). This includes double up wagers after the game round has been completed. For example, wagering winnings from X game round on red/black. If the bet exceeds 7,50€ before Wagering Requirements have been met, the bonus will be cancelled and it's winnings will be forfeited."

So I started playing slot "Dazzle me" with bet of 6. I finished the 875 wager in that way ( actually I played a lot more than that, almost double, this can be seen in my history ) and had about 250 euros. So having finished the wagering I decided to play starburst with a bet of 50. (I checked my account to make sure there was no active bonus anymore). I played some rounds that way and ended up winning 2034 euros. I requested a withdrawal for the whole ammount. Some days later I logged in to see what was going on with my withdrawal and saw that I only had 100 euros in my account.I contacted support and they told me that they had forfeited my winnings because I bet more than 7.5, which is not true as I described above.

Here is the whole exchange with support.

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12/15/15

to Contact

Hello, I had a withdrawal pending for about 2000euros that I won on friday. And today I log in and see only 100 in my account? What is going on? My account is nakedBoy88.

Hello Corneliu,

You did 50 Euro spins when you had your bonus, so the winnings have been forfeited.

Sorry for that.

Best regards,

xxxx

to Contact

I only played 50 after a long time I finished the wager of the bonus. I got 25 bonus which had 875 wager right. You can see in my game history that I was playing game Dazzle me for a lot and lot of hands. At the end I decided to gamble with large bet and won. But I had played a lot more than the 875 wager.

Please check again!

Thanks.

12/15/15

to me

Yes, but your deposit is tied to your bonus.

Best regards,

12/15/15

to Contact

What do you mean? the terms I see now say:

7.Until the play through requirements have been met, the maximum bet that can be placed is €7.50 (75kr, $7.50). This includes double up wagers after the game round has been completed. For example, wagering winnings from X game round on red/black. If the bet exceeds 7,50€ before Wagering Requirements have been met, the bonus will be cancelled and it's winnings will be forfeited. So I have not broken any rule. The rule is very clear it only says I can not bet more than 7.5 before completing the wagering.

12/15/15

to me

Yes, but your bonus is your bonus plus the deposit you put in to receive the bonus.

Best regards,

12/16/15

to Contact

That does not make sense what do you mean? I deposit 100 and got a bonus of 25. The wager for that was 875. I wagered more than 1000 with bet 6. Then I played with higher bet.

Your terms say I cannot bet more than 7.5 when I have bonus. There was no bonus in my account when I bet 50. So, again explain to me what I did wrong here.

12/16/15

to me

That the bonus is the whole amount including your deposit.Sorry for this.

Best regards,

12/16/15

to Contact

Then why when I deposit 100 and got 25 bonus in my account it showed wagering 25 * 35 = 875? And when I wager 875 it went away and showed that I have no bonus in my account? The way you describe it it should show wager 125 * 35 = 4375. But your terms also say that wager is 35 time the bonus. Not 35 time the deposit too. Please explain to me. I think you are making a mistake here.

12/16/15

to me

Dear Corneliu,

If that happened that must be an error from our system, but I highly doubt it. Any how we have given you your deposit, you may choose to play it or withdraw it.

Best regards,

12/16/15

to Contact

You mean that the wager was 35 x 125 even though your bonus terms say that it is just 35 times the bonus? And what do you mean "anyhow we have given you your deposit"? This is no joke you have taken 2000 euros that I won and I did nothing wrong. Please stop replying with one sentence everytime and look into this, or forward it someone who can.

12/16/15

to me

Dear Corneliu,

It is what we have told you, you have done a play that is forbidden by our terms.

Best regards,

12/16/15

to Contact

You don't seem to understand your own terms then. Is there anyone else higher up maybe that I can have a look in this matter?

12/16/15

to me

Dear Corneliu,

I beleive we understand our own terms. I will send this over to my superior.

Best

12/16/15

to Contact

Thank you, I will be waiting for a response.

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I never received a response from the superior, thats why I came here to make complaint.

I would really appreciate your help in this matter.

Thanks.

Resolved