Casinochan - Player’s winnings from bonus have been cancelled.

Casino sent email with bonus offer of 60%. Deposited $75 and got $46 bonus. The casino can confirm that the only game I play is live online roulette . So went there with $75 and bonus , won $2,622.18, wagering 40× was satisfied have screenshot. Casino cancelled the withdrawal and said only $5 per bet on Roulette live table was allowed. Systems are poor , as could have refused my bet. But I kept winning g and this happened. Unhappy .dont to casino chan

Dear Ankur,

Thank you very much for submitting your complaint. I’m very sorry to hear that you didn’t succeed to withdraw any of the winnings that you have accumulated during the bonus play. I checked the General Bonus T&Cs, and this is what I found:

"The maximum bet with an active bonus is 5 CAD, 5 AUD, 5 EUR. (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, CasinoChan reserves the right to confiscate the winnings."

Are you aware of placing single bet higher than the maximum allowed?

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you in advance.

Best regards,

Petronela

Additional comments from the player:

"Refused to accept the documents I provided them for my verification. This casino has no intention of paying its customers. The transactions i made at casino chan clearly shows on my bank statement . Casino states that the mastercard is not registered in my name."

Dear Ankur,

Please, are you aware of placing a single bet higher than the maximum allowed? Thank you in advance for your reply.

Petronela , 

Thanks for your response. As what you have asked me in the last reply is " do I know or aware of placing a single bet higher than the maximum allowed". 

The answer to that is yes , after your assessment I have realized. And I still believe casino chan should have refused my bets like some other casino do , they will refuse your bet if you play more than $5 with active bonus. That way I can go to live chat and forfeit the bonus and play with my money , then I can place more than $5.  This thing is now past. I am complaining so that other customers try to avoid casino chan and related casinos. I deposited many times money at casino chan. I use a debit mastercard   which is not a credit card , its linked to my bank account and I use it as a mastercard.  DIREX LIMITED has debit my bank account to take funds , but when I showed casino chan my bank statement and my debit mastercard when I withdraw $2622.18, there security team rejected my bank statement and debit mastercard. I have bank statements with my name and address showing DIREX LIMITED for casino chan transactions. My complain is how there verification team refused to accept my documents ? Especially my method of payment?

Dear Ankur,

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Do I understand it correctly, that now you’re experiencing difficulties completing your account verification?

Dear Ankur,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.