Refused to close my account

My withdrawal what I made 16.10.23 still not approved. All my previous withdrawals have been processed within 72 business hours, maximum 3 days.

I have emailed them, still no reply. Live chat gives a different answer every time. Friday's live chat said that they have bank problems. Monday's live chat said that business hours means 8 am to 4 pm, so this will only be 8 hours.

Hello AskGamblers!

I wish I came to you guys sooner but this Casino has relentlessly been stalling payments and reducing my withdrawal limits to now 100$ per withdrawal/ per week AFTER payment. On March 6th of 2002, I won a sum of 5551 EU. A week after that win they paid 2000 Eu in one payment which was the Max allowed withdrawal at the time. They then told me my account would have to go through additional verification which took almost 1 year to complete. They then paid the NEW maximum withdrawal of 500 EU. Today I logged in and noticed my new max withdrawal was 100EU and I still have a balance of 3,351 EU left to be paid. It has been a year just a couple of days ago since I deposited and won with Machance Casino and with a little math I estimate at 200 Eu / month paid this will take yet another 2 years to be paid. I would hope we can come to a reasonable withdrawal amount with Machance Casino where I will not have to endure this long to receive my winnings.

Thank you.

I have had the worst experience of my casino life with machance. I have had the account for over a year with no issues. Then in the last month and a half they have rejected my withdrawal twice and allowed it to pend each time for over 10 days. I was told repeatedly by chat agents it would be processed.

It was first rejected due to a payment error they claimed, then the second time despite being told by chat agents it would be done it was rejected due to 'max cashout reached'.

The ts and cs state for my VIP level max cashout per week is 500 euros. I requested 500 euros. But when I went on chat the agent told me despite what the ts and cs state upper management had set a max CASHOUT OF 100 EUROS PER WEEK ON MY ACCOUNT! This is completely unlawful, rogue and against their own Ts and Cs.

I have requested my full balance of 2300 euros processed to my Skrill and my account closed. They have now begun ignoring me.

I am disgusted and appalled and need a moderator to assist me.

Thank you in advance

I have screengrabs I can supply from my chat with the agent as they seem to be getting stuck on loading here.

Months ago I have a large win at Machance Casino. I send my documents and pass the verification. After making some withdrawals with success my balance today at the casino is €20,425. I then have to verify my account again because Machance un-verifies the account after some months to ask for new documents. I pass a difficult verification and notice that my withdrawal limits have been changed. They are now €500. They used to be €1,500.

Machance casino can only process one withdrawal in a week. Although what happens is that you ask for a withdrawal and it takes 4-5 working days to be approved. By then you are into the second week and you are then blocked by the cashier for making new requests for 7 days. In my experience you can realistically expect one withdrawal every 2 weeks because of this. So for me to receive the rest of my winnings in withdrawals of €500 it will maybe take nearly 2 years!

I send an email to Machance because I think this must be an error and asking them to increase limits. They reply saying that they will not because I have not deposited in a long time. They say to increase my limits I must make a more active account. As I said to Machance I like their games and their casino. But how can I deposit when even if they do increase back to €1,500 it will still take such a long time to be paid the balance. This is not like a normal casino where if you win they settle with one large withdrawal. Any more money that I deposit or win at the casino will be put on the back of a long queue and I will not get it back for at least months. So why would I want to do this?

Machance have me in a situation where they are holding my balance hostage unless I deposit or gamble. If I do this more money is stuck in the casino unless I lose. Losing is the only transaction that can happen quickly. I did not want to complain because if it was not for this treatment I like the casino. It is a shame that they want to punish winners. I think it is a mistake to have this policy because if I had received my win immediately like with a high quality casino I would have deposited and played by now likely many times. Machance makes no incentive to do this.

Hello,

I registered at the casino with my luck during the month of March. During my registration I deposited 6 withdrawals for a total amount of 320€. Following the last deposit, I made a total gain of €28,000 on the FIRE JOKER game.

I then submitted my documents to the casino and waited for their validation. I proceeded to the first withdrawal of 1500€ as indicated in the general conditions of the casino. This was validated within 72 hours as indicated in the conditions of the casino. I made the week following the second withdrawal of €1500, however this was validated within 7 days against 48 hours indicated in the general conditions. During the 3rd withdrawal, I noticed that the casino had lowered my initial withdrawal capacities from €1,500 to €500 without informing me. I immediately contacted the casino's customer service to understand the reason for this drop. The agent told me that this drop was due to too high a withdrawal rate and that the casino had deliberately limited my withdrawal capacities.

I also found that it had not been validated under the conditions indicated for 48 hours but again in 7 days. I contacted customer service again to tell them that by delaying the approvals of my withdrawals, it would no longer allow me to make a total monthly withdrawal of €1000 against €6000 indicated in their general conditions. I decided to discuss this with a manager (Melanie) in order to solve this problem of withdrawal. This one came back to me telling me that the casino felt that I should not withdraw all of my winnings and that they offered to pay me only €2500 and close my account when the amount of my balance was of 22500€.

I refused this proposal indicating that this approach seemed dishonest to me and that I wanted to continue to withdraw all of my earnings. The manager came back to me again to threaten me that if I did not accept this proposal the casino would close my account and I would lose all my winnings.

Could you help me so that the casino can pay me my winnings as indicated in their general conditions, namely €1,500 per week with a maximum monthly amount of €6,000? I obviously took a picture of all of our exchanges in order to justify these exchanges.

I can, if you wish, make them available to you on request.

Thanks for your help

Hi,

many month ago I won some money on Machance. can't tell exactly but probably around 15kEUR.

For information my total deposit was something like 6-7kEUR.

I started withdrawing and the max withdrawal amount was 1500EUR.

They say that you need to wait 7 days to make a new withdrawal after they accept it and they say they accept within 72 hours. The reality is that you can withdraw every 3 weeks because they take a lot of time.

Here is the case.

After a couple of 1500 Withdrawals they reduced my withdrawal limit to 1000EUR. For absolutely no reason or explanations.

I was happy about my wins and I didn't ask why neither made any complaint about it. I continued playing and making some withdrawals with that limit of 1000 EUR each time. Maybe 6-7 times. I can of course be much more precise about that if needed.

Today, I realized that they reduced again my max withdrawals limit per time to 500EUR.

I got mad and asked the chat why. He just told me that they couldn't increase that amount for now without explanation.

I insisted and he told me that they have a lot of winners so they can't pay me more than that for now per time..

I still have 10k on my balance. I can't wait more than 1 year to withdraw all.

This is crazy.

Can you please help me?

I have all the proof if necessary as well as my last chat with them.

Regards,

Manouk < personal data removed >

Hi,

I started signing up in MaChance Casino and I was new to online casinos at the time. I didn't know about the country restrictions. I am a Vietnamese citizen living in France.

I then immediately verified my documents and they were accepted so I just assumed that I could play on their casino. I, later, had a chat with live support and they said I could play as a Vietnamese living in France. So I trusted them. I started playing and depositing furthermore, and they kept sending emails about promotions and everything, anything to attract you deposit more and more. So I kept depositing and playing...

After a while, I learned that the law in France (or Vietnam for that matter), prohibited online casino, any online casino for that matter. And my documents were clearly French and Vietnamese and they accepted it. I feel like it's just for me to trust them and deposit. Then the chat confirmed that I could play and deposit as well.

I then decided to look at their terms and conditions and it clearly says on there that they are not allowed to accept players from France or Vietnam (as file attached below). I just felt like I was new to online casino, and I've been tricked to deposit and play, and deposit furthermore, then the chat lied to me, told me I could play, and documents not properly checked.

I sent them emails telling them that they weren't allowed to let me play from the beginning and that I was new, but now I know the rules and terms, and the law. They just accept players from forbidden countries for them to deposit, and they would verify yes to everything as long as you keep playing on their casino.

I showed them the terms and conditions and told them that they weren't allowed to take my deposits and wrongfully verified my documents from the beginning. I requested a refund of all my deposits, since this was against the law and they knew it because it's in their terms. To which email, they responded that the conditions is not updated and that France is allowed: again, lying! The law of France doesn't allow online casino! They said they would change their terms soon to allow France. What?

The law is the law, they shouldn't have allowed me to play from the beginning given my address and documents but they still did.

2 people responded to my emails, the first one doesn't seem to know the own terms of the casino and she didn't see the problem, and the second one told me the terms are outdated. That's their problem, not mine! Very unprofessional. I was very disappointed about this whole situation and my experience there, especially about the outlaw and the risk/mistake I made signing up here, on this online casino. Plus, the chats are never helpful...

I'd like to request refund of all my deposits please. They weren't supposed to happen or allowed in the first place. I need my deposits back.

I won 290 euros @ MaChance Casino, withdrawal day was 09.04.2021.

I contacted the support in chat several times. Each time I am told something different by the support in the chat:

- I still have to wait

- by the weekend they will receive their payout

- the financial system of MaChance Casino is being changed so there may be delays

- I have not requested a withdrawal

To me it sounds like stalling tactics by MaChance Casino. Casino support is constantly saying that they will address my issue in the proper department/casino manager but there is still no progress with the withdrawal.

I would like to ask AskGamblers team to help me resolve this issue. Thank you in advance!