Complaint #47
MaChance Casino
Refuses to close my account
5 years ago
Dear sir/madam,
It has been a while but this issue remains relevant to me. I will outline the events as the occured.
On the 6th of april I played at Machance and gained some money. I got scared and asked the casino on multiple occasions to close my account, because I know I couldn't handle myself. I contacted the support team on several occasions. The thing that is still bothering me is that they give contradicting answers and do not do anything to protect people with a gambling addiction.
In my first try to attempt losing all my money I send them an email (as I was instructed) to limit my loss to €100 weekly. I never got a reply. Later on i won even more money. It is really hard to to the math but it was at least €1500. On several occasions I asked them to freeze my account. In the first time I did it by email and asked them to impose a loss limit of €100, weekly (screenshot 1). Later on I won even more and asked them to freeze my account. The first occassion was at 22:22. They told me then that they where not able to freeze my account because I wouldn't be able to cash out (screenshot 2). This is nowhere in the T&C. I contacted them later on and asked them to please close my account. They told me they could only do so in the case of Gambling Addiction (screenshot 3). Later on I contacted them again and asked them to close my account because I had a Gambling Addiction. They told me they could do so only when I would make a formal request by email (screenshot 4+5). Screenshot 6 proves that there was still money in my account at the time I talked to them at that time.
I add the following. This is what the T&C regarding responsible gambling states:
Playing Limits
Gambling should be fun and entertaining, but it should also be approached with responsibility and limits. At MaChance we want your playing experience to always be positive, and we therefore encourage you to keep it under control by using the following limitation options:
Deposit Limit: We give you the option to limit your deposit in a time frame of a day/week/month. Please contact us and we will put in the limit you request.
Freeze Account: If you want a break from playing, you can put your account on hold whenever you like. Contact us and we will freeze your account for you.
As of yet I can still login into my account and play (screenshot 7). I also receive their promotions (Screenshot 8). Personally I can't see why there is any reason to assume this casino is taking its responible gambling policy serious. I would like to be compensated for the losses I had at the moment that I requested to freeze my account at the time I told them I had a gambling addiction. This is not a matter of time delay, they simply refused to close my account.
Best Regards,
Maarten
It has been a while but this issue remains relevant to me. I will outline the events as the occured.
On the 6th of april I played at Machance and gained some money. I got scared and asked the casino on multiple occasions to close my account, because I know I couldn't handle myself. I contacted the support team on several occasions. The thing that is still bothering me is that they give contradicting answers and do not do anything to protect people with a gambling addiction.
In my first try to attempt losing all my money I send them an email (as I was instructed) to limit my loss to €100 weekly. I never got a reply. Later on i won even more money. It is really hard to to the math but it was at least €1500. On several occasions I asked them to freeze my account. In the first time I did it by email and asked them to impose a loss limit of €100, weekly (screenshot 1). Later on I won even more and asked them to freeze my account. The first occassion was at 22:22. They told me then that they where not able to freeze my account because I wouldn't be able to cash out (screenshot 2). This is nowhere in the T&C. I contacted them later on and asked them to please close my account. They told me they could only do so in the case of Gambling Addiction (screenshot 3). Later on I contacted them again and asked them to close my account because I had a Gambling Addiction. They told me they could do so only when I would make a formal request by email (screenshot 4+5). Screenshot 6 proves that there was still money in my account at the time I talked to them at that time.
I add the following. This is what the T&C regarding responsible gambling states:
Playing Limits
Gambling should be fun and entertaining, but it should also be approached with responsibility and limits. At MaChance we want your playing experience to always be positive, and we therefore encourage you to keep it under control by using the following limitation options:
Deposit Limit: We give you the option to limit your deposit in a time frame of a day/week/month. Please contact us and we will put in the limit you request.
Freeze Account: If you want a break from playing, you can put your account on hold whenever you like. Contact us and we will freeze your account for you.
As of yet I can still login into my account and play (screenshot 7). I also receive their promotions (Screenshot 8). Personally I can't see why there is any reason to assume this casino is taking its responible gambling policy serious. I would like to be compensated for the losses I had at the moment that I requested to freeze my account at the time I told them I had a gambling addiction. This is not a matter of time delay, they simply refused to close my account.
Best Regards,
Maarten
Screenshot
