Chance Hill Casino - Withdrawal Refused & Funds Confiscated Without Valid Reason

purplewindow United Kingdom
posted on September 15, 2016.

I have recently had a withdrawal refused from Chance Hill Casino and they have confiscated my winnings. They have claimed 'bonus abuse' for a *prior* deposit bonus, despite this being untrue. They have provided no proof of this taking place, my account history will show that no breach of terms has actually taken place, and I made no money out of any supposed bonus abuse method.
I was never accused at the time of any breach of terms, let alone having my account suspended or closed. In fact, I have successfully deposited and withdrawn in the meantime, so I'm at a loss to explain what it is they think I've done wrong.

Their claim relates to a game called Super Monopoly Money. However, my account will show I spent the majority of my first deposit (probably 80-90%) on an unrelated game, Twin Spin. Monopoly was played but in no way was it used unfairly (I still don't know what the method of abuse is that they are alluding to). So unless they are suggesting that playing that game *at all* is banned then they are incorrect in their accusation.
Regardless, I didn't use any bonus abuse method, I made no money from the game (fairly or otherwise), and there was also nothing in the terms and conditions that related to being able to play that game when I registered.
Futhermore, as this was related to a prior bonus, surely they cannot withold or confiscate funds from a completely separate deposit where any winnings were achieved legitimately? If they had an issue with my account, why was this never raised at the time or at any time before this attempted withdrawal? It seems to me that they are trying to get out of having to pay me valid winnings, no doubt because the amount totals £1,550.24.

They have also been very unprofessional in their responses to me, in trying to get this matter resolved. I have presented them with the facts as above, and they have provided nothing to confirm their accusations. All I got was "our decision is final" - so I have had to take this matter to yourselves in the hope you can help.

If you require any further details of anything then please let me know.

Many thanks for your time,


posted on September 19, 2016.

All information has been provided to the Ask Gamblers Team.

purplewindow United Kingdom
posted on September 21, 2016.

Let me know if any more information is required.


posted on September 22, 2016.

Dear @purplewindow,

Chance Hill Casino management informed us that the confiscated funds have been returned.

Please confirm the information so that the AskGamblers Complaints Team could close this case accordingly.

Thank you for your cooperation.

purplewindow United Kingdom
posted on September 22, 2016.

Hi, just waiting on a re-verification of my bank card for the withdrawal. Once it's confirmed I'll report back. Thank you for your help so far.

posted on September 24, 2016.

Dear all,

The withdrawal has been approved and the documents verified

Thank you,

purplewindow United Kingdom
posted on September 26, 2016.

I can confirm winnings received today. Many thanks

posted on September 26, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.