HomeComplaintsWin MaChance Casino - Player’s not able to access his account.

Win MaChance Casino - Player’s not able to access his account.

Amount: €15,000

Win MaChance Casino
Safety Index:Very low
Submitted: 05 Sep 2021 | Case closed : 29 Oct 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from the Netherlands won a significant amount of money. After this access to his account was restricted. He stopped responding.

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3 years ago

I have played with my own money and won about 15000 with lighting roulette. But since i won a lot, i cannot make any withdrawal or play any game anymore for a week. And now since a few days i cant even log in anymore. Everytime they tell me that they are "investigating". But i still dont understand whats going on. I dont trust it at all.

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3 years ago

Dear Bahram,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.  Could you please clarify when exactly did you notice that access to your account has been blocked?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

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3 years ago

Hi there, so far it hase been solved already! I have got a part of it and i assume i will get the rest if it. So you dont need to do something with my complaint anymore. Thank you anyway!

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3 years ago

Thank you for the update, Bahram. I personally would recommend keeping the complaint opened until you receive everything. However, we cannot force you, and if you still wish to close the complaint, just let us know.

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3 years ago

Hello Bahram,

Has there been any news? Have you received all your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

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3 years ago

Hello,


i am receiving it in parts since the maximum withdrawal is € 1500 each time. This has been always the case with this site since it is the policy of the payments. So i have not received all but they are paying it out every time like they should. So there is no problem. Thank you for your message.

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3 years ago

However my account has been suspened again today because i played few days earlier and won more and now again it is ''under investigation''.

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3 years ago

Thank you for the update, Bahram. It is okay as long as the casino continues processing your withdrawals. Please, keep us informed about the situation and let us know if there is anything new regarding your withdrawals or account investigation.

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3 years ago

I will thank you.

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3 years ago

Dear Bahram,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

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3 years ago

No im still waiting for the "internal investigation"

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3 years ago

Thank you very much Bahram for the update. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

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3 years ago

Hello Bahram,

I looked at your complaint and will do my best to help you. I would like to invite MaChance Casino into this conversation. Casino, can you please specify why did you block the player’s account?

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3 years ago

They are doing an "internal investigation" for the second time in a short period. First time my account reopend after a while but after playing again (winning with lighting roulette) they again suspended me. Its now 2 weeks and i still have to wait again. So far they have paid me a few times (maximum 1500 each time according to their payment policy). That is alright. However this is taking too long and i dont know why.

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3 years ago

Hi, i just wanted to mention that my account has been reopend and i have access to my account again!

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3 years ago

Dear Bahram,

thank you for informing me. Can I consider your case as resolved, please?

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3 years ago

Dear Bahram,

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.

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3 years ago

Dear Bahram,

Even if we assumed that the issue has been resolved, without a confirmation from you, we were forced to reject this complaint.

The player can reopen this complaint anytime.

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