MaChance Casino - Refuses to close my account

Dear Customer

Your request dates back to the facts of the month of April, we are checking the exact history of the facts over this period so we ask you to be a little bit patient. and we will give you all the answers to your questions in the next 48 hours.

Thank you for your patience.
Best Regards

The Machance casino support.

Dear Askgamblers team,

The player for around one year never informed the agents about any gambling addiction, and when he had a problem to issue the documents required to make his withdrawal the 6th of April, he asked to block the account, and the 6 of April he did not talk also about a gambling addiction.
So the agent simply explained to him that as long as the Withdrawal process is not finished, there is no possibility to close or block an account which has a positive balance.


The agent gave him all the information about the required documents for the withdrawal, and made the mistake of giving him the way out by informing him that the only exception is for addiction problems. And as luck would have it, it was at this moment that the player contacted another agent the day after, telling him that he had an addiction problem. the 07 of April 2020

we can inform you the next.


1) The user is not a gambling addict. In total he deposited 1250 since June, 2019; between March 20th and April 6th he deposited only 200.

2) With the last deposit (100) he won and requested for a withdrawal of 1500 euros the 06 of April.

3) And on the same time, the April 6th the user requested for set limit of 100/weekly and the limits were set and the same day asked how to Withdraw. The user was informed that he needed to upload his documents (KYC + Utility bill) and the requirements (photographs of printed documents) and that after verify them the withdrawal should be approved.
The user requested for close the account on April 7th due gambling addiction after he got the information by the agent, and he already had spent the balance on April 6th.

if it's necessary, as a proof, we can send the screenshots with date of all the chats.

Best Regards
The Machance Casino support.

Dear Sir/Madam,

First of all I object to the frame that I asked to freeze/close my account because I wouldn't be able to deliver the necessary documents. This is not true at all, and MaChance does not provide any proof of that. The reason why I asked them to close my account is because I felt I couldn't control myself anymore and I felt like i had a gambling addiction. It's just as I stated it. I would prefer to mention that it seems highly controversial that the Casino decides whether a player is addicted or not.

Above is nevertheless completely irrelevant as the casino's own rules clearly state: Freeze Account: If you want a break from playing, you can put your account on hold whenever you like. Contact us and we will freeze your account for you.

This clause is not subjected to any conditionalities such as a pending verification process or a pending withdrawal.

The user requested for close the account on April 7th due gambling addiction after he got the information by the agent, and he already had spent the balance on April 6th. This is a plain lie. I attach proof of that claim (it's not new evidence, it' already attached to my previous post).

In addition to my previous post: one more attachment.

To wrap up:

- The claim that an account can only be frozen when a gambler has an addiction is not true according to their own T&C.
- The claim that I already played my balance and then claimed to have a gambling addiction is not true.

Hello
As you can see on the attached chat transcription, the 6 of April the player asked only for questions about his withdrawal and nothing since one year about addiction

Only from the last answer of the agent who advised him, that an account in this situation of pending withdrawal could be closed only due to a gambling addiction only ( file number 5 here in red) that the player tried via this new way the day after the April 7th.

Document 1 to 5 are the April 6th.

Documents 6 is the April 7th.

The documents with the evidence are documents framed in red (5 and 6 )
All the documents before were only discussions about the withdrawal and nothing about addiction until the agent told him.

As you can see the agent gave him all the information and made the mistake of giving him the way out by informing him that the only exception is for gambling addiction problems (document 5 the April 6th) . And it was only from this moment that the player contacted another agent the day after , telling him that he had an addiction problem. the 07 of April 2020 (document 6)

Best Regards.
Machance casino

Dear Team,

It remains hard for me to see what point Machance is trying to make. I will refer back to their own T&C. Please note that they refrain from doing so.

Freeze Account: If you want a break from playing, you can put your account on hold whenever you like. Contact us and we will freeze your account for you.

As you can clearly see there is no condition which must be fullfilled in order to close an account. So even if (!) I would make the gambling addiction up, it would be only because they refused to abide by their own rules. So I am not giving that point up, but the whole point is completely irrelevant, because it is not a condition to have one's account frozen.

Please note that the statement from Machance casino is technically correct from their perspective as they are in a different time zone. When they refer to the next day, they mean 00:22 or something around that.

Dear Askgamblers team

1) When the user was informed that having positive balance is not possible to freeze or close the account he agreed.
2) As you can see in the speech, the idea was, since the beginning, to avoid the procedures and times for the verification of the KYC and the Withdrawal approval.
3) When the user asked for close the account due gambling problems we did it.

So, we cannot see the problem and reason of this discussion if the user was trying, since the beginning, for not comply with the procedures and rules of the casino when some user has a pendant withdrawal.

Best Regards.
Machance Casino.

Dear team,

I will respond briefly. I try to be polite so I will answer as follows:

To point 1: I did not and there is no indication what so ever that I agreed. I add that the condition of not having a positive balance or a pending withdrawal is not a rule. It's something they made up and is not mentioned in their T&C.
To point 2: it has never been the idea to avoid procedures. Again this is a frame of Machance.
To point 3: Simply not true and the evidence is there.

To the team could you please mark the screenshots posted by machance as private?

Dear MaChance Casino,

AskGamblers Complaint Team is kindly asking you to provide us with full copies of the chats and emails exchanged with the player, referring to the issue. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that MaChance Casino management acted in accordance with their Terms and Conditions. Moreover, the player has been duly informed by the casino agents about the procedures, which was acknowledged by the player.

In addition, the AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.