Unjustified confiscation

Hello, I am writing here making a complaint about chance hill casino because I cannot seem to be able to solve this with

their support.

I deposit 100 euros on 11 December and got a 25% bonus. The bonus came with 35 times wagering so 875.

Their terms say:

"7.Until the play through requirements have been met, the maximum bet that can be placed is €7.50 (75kr, $7.50). This includes double up wagers after the game round has been completed. For example, wagering winnings from X game round on red/black. If the bet exceeds 7,50€ before Wagering Requirements have been met, the bonus will be cancelled and it's winnings will be forfeited."

So I started playing slot "Dazzle me" with bet of 6. I finished the 875 wager in that way ( actually I played a lot more than that, almost double, this can be seen in my history ) and had about 250 euros. So having finished the wagering I decided to play starburst with a bet of 50. (I checked my account to make sure there was no active bonus anymore). I played some rounds that way and ended up winning 2034 euros. I requested a withdrawal for the whole ammount. Some days later I logged in to see what was going on with my withdrawal and saw that I only had 100 euros in my account.I contacted support and they told me that they had forfeited my winnings because I bet more than 7.5, which is not true as I described above.

Here is the whole exchange with support.

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12/15/15

to Contact

Hello, I had a withdrawal pending for about 2000euros that I won on friday. And today I log in and see only 100 in my account? What is going on? My account is nakedBoy88.

Contact Us 12/15/15

Hello Corneliu,

You did 50 Euro spins when you had your bonus, so the winnings have been forfeited.

Sorry for that.

Best regards,

xxxx

to Contact

I only played 50 after a long time I finished the wager of the bonus. I got 25 bonus which had 875 wager right. You can see in my game history that I was playing game Dazzle me for a lot and lot of hands. At the end I decided to gamble with large bet and won. But I had played a lot more than the 875 wager.

Please check again!

Thanks.

Contact Us

12/15/15

to me

Yes, but your deposit is tied to your bonus.

Best regards,

12/15/15

to Contact

What do you mean? the terms I see now say:

7.Until the play through requirements have been met, the maximum bet that can be placed is €7.50 (75kr, $7.50). This includes double up wagers after the game round has been completed. For example, wagering winnings from X game round on red/black. If the bet exceeds 7,50€ before Wagering Requirements have been met, the bonus will be cancelled and it's winnings will be forfeited. So I have not broken any rule. The rule is very clear it only says I can not bet more than 7.5 before completing the wagering.

Contact Us

12/15/15

to me

Yes, but your bonus is your bonus plus the deposit you put in to receive the bonus.

Best regards,

12/16/15

to Contact

That does not make sense what do you mean? I deposit 100 and got a bonus of 25. The wager for that was 875. I wagered more than 1000 with bet 6. Then I played with higher bet.

Your terms say I cannot bet more than 7.5 when I have bonus. There was no bonus in my account when I bet 50. So, again explain to me what I did wrong here.

Contact Us

12/16/15

to me

That the bonus is the whole amount including your deposit.Sorry for this.

Best regards,

12/16/15

to Contact

Then why when I deposit 100 and got 25 bonus in my account it showed wagering 25 * 35 = 875? And when I wager 875 it went away and showed that I have no bonus in my account? The way you describe it it should show wager 125 * 35 = 4375. But your terms also say that wager is 35 time the bonus. Not 35 time the deposit too. Please explain to me. I think you are making a mistake here.

Contact Us

12/16/15

to me

Dear Corneliu,

If that happened that must be an error from our system, but I highly doubt it. Any how we have given you your deposit, you may choose to play it or withdraw it.

Best regards,

12/16/15

to Contact

You mean that the wager was 35 x 125 even though your bonus terms say that it is just 35 times the bonus? And what do you mean "anyhow we have given you your deposit"? This is no joke you have taken 2000 euros that I won and I did nothing wrong. Please stop replying with one sentence everytime and look into this, or forward it someone who can.

Contact Us

12/16/15

to me

Dear Corneliu,

It is what we have told you, you have done a play that is forbidden by our terms.

Best regards,

12/16/15

to Contact

You don't seem to understand your own terms then. Is there anyone else higher up maybe that I can have a look in this matter?

Contact Us

12/16/15

to me

Dear Corneliu,

I beleive we understand our own terms. I will send this over to my superior.

Best

12/16/15

to Contact

Thank you, I will be waiting for a response.

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I never received a response from the superior, thats why I came here to make complaint.

I would really appreciate your help in this matter.

Thanks.