Home Complaints Casinochan - Player’s winnings from promotional play have been voided.

Amount: A$8,000

Casinochan - Player’s winnings from promotional play have been voided.

5.4/10 Questionable reputation
Submitted: 03 May 2021 | Case opened
Current status

Waiting for player to reply

5d 16h 39m 58s

Case summary

4 days ago - 04 May 2021

The player from Australia has been accused of breaching bonus T&Cs by placing higher single bet than allowed.


Tried to do withdrawal said I wagered over allowed amount for bonus which was completed was only $50 so wagered to get bonus was easy after wager was complete i won 8000. Now my account is closed and refuse to give money or supply report


Dear Jerry,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you’ve been accused of placing a bet higher than allowed?

Would you be so kind and forward any relevant communication between you and the casino kristina.s@casino.guru?

Thank you in advance for your reply.

Best regards,



there site doesn’t make it very clear at all why does it even allow you to make bets above what your allowed other casino online don’t let you bet above max bet protecting players while in bonus period. The large sum of money I won was way after wager conditions had been complete. The site was very hard to navigate to even know when bonus had been complete. I feel this casino deliberately sets players up to fail to keep money in there pockets. Nothing was done to protect me the player. I spent almost $2000 in 24hrs and was robbed and they know it


Jerry I checked the Bonus T&Cs (https://www.casinochan.com/bonus-terms) and I found this:

"1.16 The maximum bet with an active bonus is5 EUR, 5 CAD, 5 AUD. (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."

Unfortunately, if the casino shares all the relevant information on its website, and you breached this rule, I am afraid there is not much more I can do for you in this matter. We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, sadly, this is not standard practice yet. It is not unusual for casinos, to put restrictions on the bonus play (restricted games, game providers, maximum bet etc.)

However, if you are sure that you didn't place bets over this limit, please forward me your game history to kristina.s@casino.guru, so I can review it myself. Thank you very much.

jerry has 5d 16h 39m 58s to reply