Casinochan - Player’s winnings have been voided.

My winnings were confiscated due to my apparent breach of the terms and conditions by betting over the limit, however, under the terms and conditions bonuses 1.15 it states,

Placing bets exceeding the specified limit, the player thus confirms that he/she rejects the bonus and the winning received due to such bonus. The bonus will be withdrawn without the right to recover it.

With this being said I bet over the limit from the start thus by this clause I rejected the bonus and therefore was never playing under a bonus and therefore my winnings should be returned to me

Dear Dean,

Thank you very much submitting your complaint. I’m sorry to hear about your problem. I have checked promotions bonus terms and conditions, and this is what I found https://www.casinochan.com/bonus-terms:

„Even before you agree to any wagering conditions, you can cancel any active bonus. CasinoChan support staff is happy to answer any questions or address any concerns regarding this matter. Please keep in mind that you can also use the cancel button in ‘My Bonuses’."

Additionally, in general T&Cs, there is stated what you have forwarded already https://www.casinochan.com/terms-and-conditions:

"Placing bets exceeding the specified limit, the player thus confirms that he/she rejects the bonus and the winning received due to such bonus. The bonus will be withdrawn without the right to recover it."

Could you please advise if you have rejected bonus before starting the wagering? If you have redeemed the bonus and then placed a single bet higher than the allowed one, you "reject the bonus and the winnings too". I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, I placed bets higher than allowed which in my opinion reading the clause means I rejected the bonus, I always bet over as I thought this was rejecting the bonus. Also in their terms and conditions you play with the real cash money first not bonus money and since i never went below 200 i never did use any of the bonus money. I hope this helps as I thought I was playing fairly

Hello,

It would seem this casino likes to only abide by the rules that work in their favour. Also betting over and I had of lost they would have had no issue keeping my money even though I was playing against the rules

Hello,

In future research I came across this clause in their general bonus terms (1.14) which states:

The real money balance is used first when betting. All the bets made by a player are deducted from it. However, in cases when there is no real money balance, the player’s bonus balance is used to deduct the bets placed.

Does this statement not imply that I was playing with my own real money and not a bonus as I never went below the original 725 CAD deposit I made and thus never used the bonus money. It would appear casinochan's terms and conditions contradict each other and they choose to enact the rule that best serves their interest (I.e. when someone wins big and wants to withdraw). In light of everything I have presented I believe my winnings should be returned to me. I look forward to your help in this matter, thank you very much for standing up for the player

Hello,

I've been thinking and I believe if casinochan can confiscate money from someone betting over the limit then they should return all players money who lost betting above the limit. Lots of players may not even realize this unless they were very familiar with the terms and conditions. I believe a deep look into this double standard of the rules by casinochan needs to be done. If it is good for the casino to claim people were breaking the rules and they can confiscate wins then they should return people's money who were betting over. Fair is only fair. This seems really shady too me especially not acknowledging any of their other clauses in their terms and conditions that dispute the clause they hold on to so dearly.

Hello,

I have been trying to work with casinochan but they stand by the fact I bet over and they have the right to confiscate but will not even acknowledge the clause in their terms and conditios;

Placing bets exceeding the specified limit, the player thus confirms that he/she rejects the bonus and the winning received due to such bonus. The bonus will be withdrawn without the right to recover it.

Which I have shown before. They have offered to give me a cash bonus though. Just thought I would keep you updated.

Hello,

This is a response I got from their VIP manager:

no sorry you cannot bet over  300 RUB / 5 EUR / 5 USD / 50 NOK / 6.5 CAD / 6.5 AUD / 6.5 NZD / 20 PLN / 125 CZK / ZAR 75  with an active bonus. 

This unfortunately isnt the amounts in the terms and conditions so it really seems like they are playing by their own rules

I have my bet history from casinochan showing I bet over the limit from my first bet and every bet thereafter thus rejecting the bonus and the claims they are making

Dear Dean,

Thank you very much for all your replies. Please understand that by placing a single bet higher than the allowed one you didn’t reject the bonus itself only, but all the winnings generated from it as well. If you have cancelled the bonus before you start the wagering it would be a different case and you would be entitled for your winnings.

„Even before you agree to any wagering conditions, you can cancel any active bonus. CasinoChan support staff is happy to answer any questions or address any concerns regarding this matter. Please keep in mind that you can also use the cancel button in ‘My Bonuses’."

Sadly, after the wagering has been activated together with the bonus, by betting more than it was allowed, you rejected the bonus together with all the winnings, but the bonus wasn’t cancelled. I hope tit was a sufficient explanation. Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your understanding.

Hello,

Thanks for the explanation, I still am confused that if betting higher rejects the bonus and the winnings how did I accumulate any winnings from the bonus since i bet over tight from the first bet???

I am unsure how this bonus ever helped me to win anything. I will consult with legal counsel and see what they say.

Sorry for so many responses, this casino also adds bonus's for players moving up levels without asking for the consent so technically you are always playing under a bonus and thus can never bet higher.

I also dont believe I ever entered the first deposit code as I never received 30 free spins, all I didnt do was check the box for no bonus

Dear Dean,

Thank you very much for your reply. Unfortunately, I believe that the casino had full right to confiscate your winnings. If you don’t wish to receive any promotional offers in the future, you need to use a cancel button in "My Bonuses".

Sadly, if the casino shares all the relevant information on its website, there is not much I can do for you in this matter. I understand that it would be easier for the players if the maximum bets were controlled and enforced by the casino during the bonus play, but, unfortunately, that is not a common practice yet. It is not unusual for casinos, to put restrictions on the bonus play (restricted games, game providers, maximum bet etc.)

Please, understand that breaching the terms led to confiscating the bonus winnings and it is an irreversible process.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. If you don’t agree with my decision, I could suggest contacting the Licensing Authority here: "certria@gaminglicences.com". You will find the relevant link if you click on the Validator on the casino’s website. Thank you in advance for your reply and understanding.

I 100% disagree with your decision but that's ok

Dear Dean,

I will leave this complaint opened for one month. Could you please keep me updated regarding the outcome from the Licensing Authority? If there is no answer from you, during this period, I will assume that your case got resolved and I’ll close this complaint as "rejected" in our system. If there is anything, I would be able to help you with, do not hesitate to contact me. I wish you best of luck. 

Ok thank you

Dear Dean,

We are extending the timer by 7 days. Was your problem settled by the Licensing Authority? Could you please update the status of your complaint? Otherwise, we will be forced to reject it.

Since we didn’t receive any additional information from the player regarding an actual outcome from the Licensing Authority, we assume, that the issue got resolved. We’re rejecting the complaint in our system.