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...
