The player from Germany has experienced a technical glitch which seems to be related to bonus wagering. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Win MaChance Casino - Player has experienced a technical glitch.
Black points: 224
Amount: €4,000
Win MaChance Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Dear fowi30,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that contacting the casino was the only possible solution at this time. Their technical team needs to check the issue and resolve it. At this time we are not in a position to help you any further.
I will set the timer for 7 days and ask you kindly to keep me informed.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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2 years ago
Translation
nothing has happened so far. the bonus is 100% wagered but does not convert to real money.
Edited
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2 years ago
Thank you very much, fowi30, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Translation
the bonus money has now been transferred to real money.
However, they have imposed a limit of 500 euros on me as a maximum payment per week, although according to the terms and conditions, I am entitled to 1500 euros per week.
6.5. The minimum payout amount is currently 300 euros. The payout of winnings and bonuses from free bonus money received before the first deposit is currently limited to 150 euros. Any winnings and bonuses over €150 accumulated prior to your first deposit will be removed once a withdrawal is requested. In order to withdraw winnings from free bonus money received prior to making a first deposit, a player must make a successful deposit. Currently, only winnings up to a maximum of 1,500 euros per calendar week can be paid out. You can make up to four withdrawals per calendar month free of charge. Each additional transaction is accompanied by a fee of 60 euros. We may change the minimum amounts set out above from time to time at our sole discretion. If a customer has pending withdrawals, the deposit and/or withdrawal limits cannot be changed.
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2 years ago
Hi fowi30,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite MaChance Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
We would like to ask MaChance Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hi fowi30,
I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
