AskGamblers Complaints Team have been in a direct communication with Chance Hill Casino management over the last weeks in an attempt to find a fair outcome of this dispute. Unfortunately, despite the full cooperation on behalf the Chance Hill Casino management for which we would like to thank them, an agreement has not been reached.
After carefully examining all the details and proofs we got in regards of this case, AskGamblers reached to the following conclusions:
1/ Player registered and initially claimed Chance Hill's first deposit bonus. Player then placed accidentally /in his own words/ a single bet of 20 euro on the slot game Starburst which is on violation of the following term stated within casino Bonus Terms&Conditions /https://www.chancehill.com/promotions/bonus-terms-and-conditions/:
''Until the play through requirements have been met, the maximum bet that can be placed is €5 (50kr, $5). This includes double up wagers after the game round has been completed. If the bet exceeds 5€ before Wagering Requirements have been met, the bonus will be cancelled and it's winnings will be forfeited.''
2/ Player was never notified he breached any bonus term and continued playing. Player then lost completely his first deposit and bonus funds.
3/ Player then proceeded with making a second deposit and received another deposit bonus. Player got lucky and won substantial amount which he requested to withdraw only to have his withdrawal declined and winnings removed at a later stage due to breaching the max bet rule while playing with bonus funds. Although player never breached the max bet rule with his second deposit bonus, Chance Hill confiscated his winnings and returned his deposit citing the following of their Bonus Terms&Conditions:
"If max bet is breached, player will not be eligible for deposit bonuses until cleared by casino".
4/ Player then proceeded with submitting an official complaint in front of the Chance Hill Casino licence holder /Curacao, Antillephone N.V.,License 8048/JAZ/ who ruled the dispute in casino's favor.
Despite the AskGamblers Complaints Team efforts to get a further clarification on what exactly "until cleared by casino" actually means in terms of procedures, we did not get a clear answer. While we reserve the right not to comment on the fairness of any casino and/or bonus term in general since this is primarily obligation of the relevant regulatory body itself, the focus and the main goal of the AskGamblers Casino Complaints Service is to determine if casino applied these terms fair and square. Regrettably, we believe that Chance Hill casino failed doing that in this particular case due to the following reasons:
1/ Player lost his first deposit and bonus in full and with this fact we believe player should not be punished for something which did not resulted in a profit and/or brought any other advantage for player.
2/ Casino failed to provide a reasonable explanation why player was even allowed to deposit and get another bonus at the first place. They claimed they applied "If max bet is breached, player will not be eligible for deposit bonuses until cleared by casino" term, but did not provide any other information on what exactly "cleared by the casino" mean and how and what is player supposed to do if such situation occur, neither what would happen if player is not even in aware he breached accidentally the max bet rule. AskGamblers Complaints Team believe that the way this particular term has been stated leaves a lot of room for interpretation and this is exactly what player did - he was not in aware of the accidental max bet breach, instead he deposited again and casino not only accepted his second deposit, but in fact gave him yet another bonus.
Based on the above, we believe that player should be paid in full. Due to the fact that Chance Hill Casino management refused to agree with our position we have no other option, but to close this case as Unresolved and advise player to seek for further options on how to resolve this issue.