The player from Austria has been struggling to withdraw his winnings. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Win MaChance Casino - Player’s withdrawal has been delayed.
Amount: €1,500
Win MaChance Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.0
Win MaChance Casino has a Safety Index of 2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
It's about the following: I've actually been playing at Machance-Casino for several years (and also in the partner casinos vegasplus & unique) and have never had any problems with payouts (even if the identity check is more than just tedious)...this time but apparently everything is different .... A renewed check of my address made the beginning, which took forever, but then after almost 10 days it was turned positive and accepted! Then I was able to make my payment request on October 9th (normally 3-5 days is in the terms and conditions)...after 5 days I asked and was put off until the beginning of next week...next week came and another employee from livechat explained to me that it is because I have to wait longer because I have a too high "payout ratio" (apparently means that I paid out more than I paid in)...I find that per se cheeky - but ok. ..pass it on 5 days later I wanted to ask again, I see the payout (1500 euros) again on my casino account - and after quite agitated inquiry I got the explanation "technical error" - please apply again...Without further explanation and despite Great skepticism on my part, I applied for a payout again on October 20th...Now I was back in the live chat today - October 27th - and got the "explanation" that the casino had changed banks and it was therefore taking longer...without specifying how long "longer" means... For me it's clearly a delaying tactic... Now I unfortunately made the mistake (out of emotion) to threaten them with a lawyer in the live chat - whereupon I was "temporarily blocked". ..Now I really don't know what to do...
My question to you now would be: Can you help me? Or tell me how to proceed? I'm really at my wit's end and know from buddies that you can often give good advice or even be directly helpful! Please for your support, glg thomas
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2 years ago
Dear MJ306,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have made successful withdrawals before? If yes, could you please advise when exactly you received the last payment?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
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Dear Kristina,
Yes, exactly in the past I had already been able to make successful payouts several times both in the casino concerned and in the sister casinos (Unique and Vegasplus). The last successful payout at Machance Casino dates from 07/21/2022 (so actually not that long ago)
All winnings that I have earned in the casinos were the result of bonuses - however, I have always strictly adhered to the bonus regulations (such as max. bet, turnover conditions, only allowed games, etc.). As I said, so far this has never been a big problem....the identity check is partly ridiculous (every 3 months new proof of address etc. - but in the end it was always done after about a week! This time, however, I waited - including the renewed check of the Address - meanwhile since October 2nd/3rd on the money.... and due to the mentioned escalation I'm afraid it won't necessarily go faster now 😕.
A thousand thanks for the help - at least that way you don't feel completely alone 😉
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2 years ago
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Recent update: As of today I am unable to access any of the 3 casino accounts. Access has been severely restricted for the past few days, but I was at least able to view account history etc. Nothing has worked since today and I've been completely blocked...do you have any news for me on what I can do to get my money after all?
Thank you Thomas
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2 years ago
Thank you for your reply, MJ306. Do I understand correctly that accounts in all 3 casinos (MaChance, Unique, and Vegasplus) have been blocked?
Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 years ago
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Dear Kristina, unfortunately I no longer have access to my casino accounts. I can therefore no longer view chat histories etc. ;/...Yes, all 3 accounts have been blocked - I can therefore no longer access any of the casinos!
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2 years ago
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Dear Kristina,
My problem has apparently solved itself - after I was blocked due to my lawyer's threat - and I still am - I received a payment confirmation today...I can't really explain myself either. If you have already become active and that's why it worked - then a thousand thanks!
I'm still blocked in these casinos - but after the events I had no intention of leaving my money in these casinos anyway! From there - everything ok!
Thank you again and lg thomas
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2 years ago
Sounds like the casino is working on the withdrawal. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.
