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MaChance Casino - Delayed withdrawal

RESUELTA
Información sobre las quejas
Casino en conflicto MaChance Casino
Motivo Pago retrasado
Cantidad € 250
dekeeg Paises Bajos
Publicado el 26 de febrero de 2020

I have done full verification of my account on wednesday the 18th with uploading of documents and phone conversation with the account manager who guarenteed everything was fine and withdrawals could be made without problems from then on. that evening i tried to cash out 250 euro to my btc account which i used to deposit also. This took around 20 hour to get processed than the money never showed and i contacted the casino multiple times always getting a differnt excuse ranging from; the money is send and it can take 4-5 days (which is not the case with BTC transactions) and the amount was to small to be send by BTc (which is not the case as minimum transaction is 50 cent, not 250 euro.) to there was an internal issue. I never got an update from the casino and always had to contact them to ask for the status, than on monday the 24th the money was returned to my casino account and i contacted the casino again what was the problem, they said an internal error and i could make another withdrawal with the BTC account and this time it would be no problem, i was assured that the new withdrawal would be done with high priority, now again more than 24 hours later i still have not heard from the casino and the money is still not send. The casino claims on their website that all transactions will be processed within 24 hours. I am getting the feeling that this casino is a scam and that everything they promis is a lie.

Publicado el 26 de febrero de 2020

Dear customer,

There was an internal error, the Machance account Manager informed you two days ago.
The new withdrawal request you did from the 24.02 should be accepted later today.
No worries , it is in process.

Thank you for your patience.
Best Regards.
The Machance Casino team.

dekeeg Paises Bajos
Publicado el 27 de febrero de 2020

this is again not true, please see attached screenshots of the conversation with chat on 26th, also see screenshot of the confirmation that the money is processed and send to me than look at screenshot of the 27th of the withdrawal. .

this is no more than a bunch of lies and this casino refuses to pay out !

Publicado el 27 de febrero de 2020

Dear customer.

The support sent you the money yesterday , this is why you have received the email you have posted here.
Just the payment was rejected it is not the casino fault.
The screenshot that you have attached is a proof that we have cancelled your withdrawal and the funds returned to your balance cash.

Then you will have to submit a new request with another Wallet ( Skrill , Neteller ) or Wire transfer.

We met some issues with BTC these last days and we are working on it to solve it quickly.

Best Regards
The Machance casino team.

dekeeg Paises Bajos
Publicado el 27 de febrero de 2020

i have made the withdrawel AGAIN this morning as a wire transfer to a bankaccount..

Waiting....

dekeeg Paises Bajos
Publicado el 28 de febrero de 2020

please note that the casino once again did not meet their own withdrawal process time of 24 hours, also did they not reply to any emails send or give an update why the payment has not gone trough again. quoted from the website:

"It should take no more than 24 hours for us to process your request, plus 3-5 business days depending on your bank’s location."

dekeeg Paises Bajos
Publicado el 29 de febrero de 2020

update: i have send below email to the account manager "chris" and the general support email this morning as a final effort to have the casino resolve this situation. Since its been 8 hours later with no reaction i'm again pointing out that they are refusing to process my withdrawal. A short explanation on below claim, last wednesday the account manager promissed me for a 100% that the money would be in my btc account by the end of the day, if this would not be the case, which couldn't be so according to the account manager, i suggested a 1000 euro per day the money is not in my possesion, as you can read aboven the money didn't arrive and no efforts where made to speed up anything with the next withdrawal but i will give the casino untill the end of the day to resolve the matter before i will go into detail about what happened during the phone call with chris last friday.

"Chris,

It seems like your finance department is taking the road you explained to me during our Phone conversation, i have made it very clear to you how i feel about this and i have given all the opportunity to resolve this situation in a professional manner but it seems this was in vain.

I will give you today, saturday, to arrange the withdrawal either by btc or by the bankwire and add the now 3000 euro to my account for the 3 days waiting for your casino to professionally resolve the matter. If everything is not resolved today i will take more steps against this casino.

regards,
Kevin"

dekeeg Paises Bajos
Publicado el 1 de marzo de 2020

because i'm not getting a reaction here or on emails from the casino i'm upgrading this complaint to blackmail.

Please listen to the telephone conversation with Chris the casino manager at https:­//y­out­u.b­e/t­7f_­Pv4CP20
, this coversation took place last thursday. in which i'm blackmailed. According to the finance department they will "think twice" about sending me my money if i do not take down this negative review. Looking at the evidence above and the fact that i have never had a pro-active communication from the casino once i think i'm in my full right to give a negative review on this casino regardless of who's fault it is, the casino or the payment provider, i have been tolled many excuses as you can read in this complaint about the withdrawal "the amount not big enough" "will go through today" "we are on it with high priority" the only thing that happened was 0 communicaiton a lot of promisses, 0 compensation and now they are actually refusing to payout completely.

i think it is very childish let alone criminal to hold my funds because you get a bad review, especially in a situation youself have created !

as the deadline to resolve this case to my satisfaction and send me MY money was yesterday im forced to publically show why this is not the case, i have given the casino more than enough time to prevent this but it seems that they want to be publically known as the casino that only gets possitive reviews as negative ones will not have their withdrawal procesed !

dekeeg Paises Bajos
Publicado el 1 de marzo de 2020

the link was wrong it should be: https:­//w­ww.y­ou­tub­e.c­om/­wat­ch?­v=t­7f_­Pv4­CP2­0&t=5s

Publicado el 3 de marzo de 2020

Dear customer

I see you did not inform Askgamblers that you have received your payment on Sunday and you continue on Sunday to write bad things about the casino.
Askgamblers please close this case the affiliate got his payment on Sunday but he did not inform you here on the forum.
Thank you.
Best Regards
The Machance casino team.

AskGamblers
Publicado el 3 de marzo de 2020

Dear @dekeeg,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

dekeeg Paises Bajos
Publicado el 3 de marzo de 2020

i was informed today (tuesday) by the casino manager that "upper management" has decided to send me the money on monday. Again the casino is lying here at some point, check attached screenshot.

This casino does nothing else than bully and intimidate in any way possible!

I will update when i recieve the money in my bank account but i will not ever take down any complaint, the complaints are 100% justified and this casino should not be recommended EVER !

@askgamblers, why do you react within a few minutes after the post of a casino but you failed to react on any of my previous posts??

Publicado el 3 de marzo de 2020

Please find here the proof of payment .
Chris did not know that it was already sent on Sunday,when he wrote you, but that is not the point, you got your payment on Monday because it was sent on Sunday .
So why do you continue even after receiving your payment to write bad things about the casino ?
you know perfectly that the origin of the delay was because an issue with payment on your bitcoin valet.

Askgamblers please check the proof of payment in attach and please close this case.

PS: by the way Chris offered to the player a 200 euros bonus for a compensation for the small delay, and the player has refused.
Thank you
Best Regards
Machance casino Team

AskGamblers
Publicado el 4 de marzo de 2020

Dear @dekeeg,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

dekeeg Paises Bajos
Publicado el 6 de marzo de 2020

the withdrawal is recieved.

I declined the 200 euro bonus because its a joke based on the treatment from the last 3 weeks.

My complaint stands and i will not cancell my complaint, this by far is the worst casino i have ever played that threatenes and blackmails its players that give negative feedback and a casino that is very much customer unfriendly.

Publicado el 8 de marzo de 2020

Dear curtomer ,

If we make a small summary of this case, and if we take only the facts:
The 2 first times we sent you the payment to your bitcoin wallet failed, each time the payment was sent on time, but for some reasons it did not work.
So we asked you to send us your bank details to pay you by wire, and we offered you a 200 euros bonus.
You sent your bank details last Friday the 28/02/2020 and you got paid last Sunday 01/03/2020 even it is was a Sunday so on time.

We agree that the technical issue due to Bitcoin was an inconvenience for both of us, this is why we offered you a 200 euros bonus you did not accept and you ask your customer support agent to close you account.
What he did as soon you got your payment.

Askgamblers please, thank you for closing this case.

dekeeg Paises Bajos
Publicado el 8 de marzo de 2020

Machance, i can understand you are taking responsibility for the failed withdrawals, also these were not all send within the 24 hours you claim to do on your webiste, but you are refusing the fact that you tried to blackmail me and literally toled me that the finance department would think twice before sending me my withdrawal if i kept posting the negative feedback on the withdrawals you just confirmed above here. so on the one hand you say things went wrong on the other hand you take 0 responsibility for the blackmailing and the crappy service.

Complaint stays this is a horrible casino and players should be warned before they play here !

AskGamblers
Publicado el 9 de marzo de 2020

Dear all,

As apparent from the submitter's latest two posts and casino's explanation, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

MaChance Casino Quejas

  • 8 de 8 Resuelta
  • 21 horas Promedio de respuestas
  • 6 días Duración media de la queja
  • 480 USD Importe medio

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