The player from Sweden had their account closed after acknowledging their gambling addiction, but they were able to deposit and gamble before the closure. They then requested a refund for their deposits since they could no longer log in. The Complaints Team determined that the player did not directly request self-exclusion from MyChance Casino, which meant the casino was not obligated to issue a refund. Consequently, the complaint was rejected, and the player was advised to reach out for assistance with any future issues.
MyChance Casino - Player’s account has been closed.
Amount: 3,500 kr
MyChance Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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2 months ago
Translation
Even though my account was blocked, I was still able to deposit money and gamble it away. I have clearly explained that I am a gambling addict and have a problem. My account is now closed, and I can no longer log in, which is good. However, I would like to have my deposits refunded to my bank account.
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2 months ago
Hello b796whpb78,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyChance Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? When exactly did you request for the self-exclusion for the first time? Can you please forward the evidence of the request to nikolas.b@casino.guru? Were you able to reopen the old account or you did open a new one?
Looking forward to your answer.
Regards,
Nick
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2 months ago
Translation
Hello!
Opened the account with them yesterday, requested self-exclusion in March earlier this year. I can't get into the account anymore but it's blocked so can't see any further information.
Got a response from them that they regret what happened but that they will not refund anything even though they knew about my gambling addiction.
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2 months ago
Hello b796whpb78,
So it is a new account? How did you request the exclusion? Can you please forward the request you sent them to nikolas.b@casino.guru.
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2 months ago
Translation
Hello!
Yes, with them the account was new but previously blocked at their sister casino and basically all Curacao casinos because of my gambling addiction. It closed the account when I again brought up my gambling addiction. See below conversation.
On August 26, 2024 at 3:07:32 PM UTC, thereses******@hotmail.com wrote:
Hello! I would like my transfers I made to you today to be returned to my Revolut bank account. I have a gambling addiction and have banned myself from your sister site and pretty much all online casinos. So my deposits today would not really be possible. I have also contacted revolut for a refund, where I used my card.
Thank you for your understanding!
Therese S*****
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Submitted from: https://www.mychance3.com/en-SE/casino?side-nav=me
Didn't get a response after that, but they closed the account after that.
Edited by a Casino Guru admin
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2 months ago
Translation
You are welcome to make my email address private in previous posts, thank you.
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2 months ago
Hello b796whpb78,
If you were excluded in a sister casino it does not mean that you are excluded in all of their sister casinos. If you never did request an exclusion directly from MyChance, they are not obligate to refund anything.
As they did close your account, all is done that could be done from their side.
Is there anything else we could assist you with?
