What's new

  • What's new
  • Notifications
Search
Search for over 1000 casinos, slots, bonuses

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Chanz Casino - Misleading Loss Limits

RESOLVED
Complaint Info
Disputed casino Chanz Casino
Reason Refund declined
Amount € 200
sane2 Netherlands Message
Posted on September 29, 2016

Hello,

I have played at Chanz Casino a few weeks ago and it's a very good looking casino. I lost a couple of hundred euro's before I won a fair amount of money. After wining that money I thought I set a loss limit. I set a limit of 50 euro's because that was the amount I max wanted to loose.

2,5 weeks later I decided to play again on Chanz and I deposited 50 euro's... I got a bit carried away and kept depositing more and more.... loosing 200 euro's that day... See screenshot for the winnings and the deposits...

After I came back so my senses I asked Chanz how it was possible that I lost more then the 50 euro limit I had set when on their mobile casino it says that a limit takes effect immediatly. Their response was the following:

"Note that when you set a 30 days limit it always takes the last 30 days into consideration."

How is that possible? And why don't they tell that in their casino? If I had known that I would have asked for a cooling period after I made those winnings instead of setting a loose limit.

Their response was the following:

"We do of course take your feedback seriously and we will look into how to improve the limit settings. We will most likely add a confirmation button, to make sure players know what exact limit they set. We will also look into improving the general information."

So they confirm that the general information needs improving. A little to late for me since I lost and extra 200 euro's.

The second thing I have a problem with is when I hit their 50 euro loss limit they still accepted a payment of 100 euro's but I wasnt able to play anymore. If I wanted that money back I had to make a withdrawal request for which they charge 2,52.... Not very player friendly in my opinion.

All together I can't say I am very happy on how this casino is informing their players at the moment...

Posted on September 29, 2016

Hey!

Thank you for your feedback. As I told you we are always grateful for receiving comments and suggestions to how we can improve the site and how we inform our players. We have already taken some steps and added more clear information and other improvements will also come.
Since you feel you have a bad experience because of this, then we have decided to refund you the full 200 EUR to your Chanz account.

I hope to see you swoon back on Chanz :).

Have a nice day!

sane2 Netherlands Message
Posted on September 29, 2016

Hello Chanz,

Thank you very much for this quick and satisfying response.

Issue resolved.

AskGamblers
Posted on September 29, 2016

Based on submitter's last post AskGamblers Complaints Team is now considering the complaint as successfully resolved and it is being officially closed.

Thank you all for your cooperation.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy