Win MaChance Casino - Player’s withdrawal through Bitcoin e-wallet has been delayed due to technical issues.

on wednesday the 19th my account was fully verified during a phone call with the vip manager of the casino. Later that evening i tried to withdraw 250 euro via BTC. This was processed a day later but the amount didn't show up in my wallet for the next few days, the casino kept promissing it would be there by the end of the day, in the end the amount was send back to the gaming account and i contacted support again telling them it was back to the account and they ensured some techinical issue happened and i could try again and withdrawal would be done with high priority and would be send asap. Again this failed and again i was promissed a lot like "high prioirty" "today it will be there" etc. etc. on wednesday i wrote an online negative review about the casino as they fail to communicate and process the withdrawal, on thursday the second attempt also failed and i was given the feedback on the review that i should use a different withdrawal method than btc so i withdraw the money via bank wire, later that day i was called by the casino manager and he litterally tolled me that "if i would not take the negative review offline the finance department would think twice about sending me the money". This is pure blackmail even worse, the negative review is  fully justified. Normal process time of a withdrawal at the casino is within 24 hours, its been 3 days now and its still not processed leaving me to believe they are not processing my withdrawal because of the negative feedback. The casino does not want to talk to me on the support chat anymore and also does not reply to my emails send every day since. 

because of sice limit i can not upload the phonecoversation but you can listen to the conversation here: https://www.youtube.com/watch?v=t7f_Pv4CP20&t=5s

Dear Kevin,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Since, according to the phone conversation, the account manager has promised you, to keep you informed via email, I would like to ask, if there was any update regarding your delayed withdrawal? If you have received the email, please forward it to petronela.k@casino.guru. I hope your winnings will reach you as soon as possible and this issue will be resolved to your satisfaction, even if the whole journey was rather unpleasant already. Please keep me updated, I will be waiting for your reply patiently. 

Best regards,

Petronela

Petronela, 

I just forward you the email i recieved this morning from the account manager. 

Dear Kevin,

Thank you very much for your quick reply and forwarding all the relevant communication. I contacted the casino regarding your issue. Hopefully, we will receive a response soon and sort this case to your satisfaction.

@MaChance Casino, thank you in advance for your reply. 

I have been informed by the casino manager this morning (for the third time in 2 weeks) that the money has been send to me, so i'm awaiting the arrival of it. 

I just recieved the withdrawal from the casino and had my account closed, i would not recommend anyone to play in this casino. 

We are sorry you had a bad experience with Machance casino and truly hope that we can make a better impression if you will chose to try our casino again.

All the best,

Jerome

Dear Kevin,

I’m very happy to hear that you have received your withdrawal. In the meantime, I would like to emphasize, that we, at Casino.guru, disagree completely with the way, your issue has been handled. We consider intimidating and blackmailing under zero tolerance policy. 

We will keep this complaint opened and inform you about our final decision regarding penalty for the casino shortly. If there is anything else, you would like to include or add to this case, please do not hesitate to contact us. Thank you.

As we have been promised via email, we would like to ask MaChance Casino for their final statement regarding this case. Thank you for your cooperation, and Kevin, we thank you for your patience. 

Hi Kevin,

Again we cannot emphasize enough the fact that the phone conversation with the casino rep does not stand in one line with Machance casino code of ethics and in no way comply with our standards.

This event is under investigation and the consequences of this unfortunate phone call will be dramatic, I can assure you that.

I hope that we can all grow from this event and present our casino customers with better quality casino representatives, individuals that can represent the casino position a full transparency and honesty.

All the best,

Jerome

We would like to ask the player for his last statement. Thank you in advance.

i absolutely do not share the opinioin of the casino, they have had many oppertunities to amend the situation. On several occasions they just refuse to acknowledge the treat made in the phone call. They in the end offered me a 5% bonus on my net loss of that week in the casino which i immediately refused! 

The casino has failed in every way to take responsibility in this case, multiple managers the financial department and upper management where allegedly (according to the vip manager)  involved in this case so this was not the doing of 1 single person so i have no trust in this so called code of ethics of the casino. This was a well thought out action to harm a player and provide horrible maybe even criminal customer service!

If this casino wants to grow and wants to take responsibility they can re-open my account and give the compensation that is due and that shows that they are taking responsibility ! If not i hope than i hope this case will stay active as a reminder to players how this casino enforces its so called standard and casino code. 

MaChance Casino, could you please advise if any acceptable compensation will be offered to the player? Thank you.

Hello Kevin,

I want to get something clear here, under no circumstances we justify the CS rep conversation and it will be treated with harsh measures, nevertheless, the casino is a private establishment which can decide if to accept customers which have been repetitively try to hurt its reputation.

If you look at this case Kevin, objectively, the casino tried to send you the funds twice, it got rejected from your BTC wallet and by the time you updated your bank account it was already weekend and you received your funds first thing Monday morning.

Putting aside the unfortunate phone call, why should you receive compensation? you got your money, what other claims do you have towards the casino? do you want to force the casino to re-open your account?

There will be no compensation, we fulfilled all our obligations to you and we feel this is another claim from players that take advantage of forums such as this, in order to pressure the casino to have their way, at the end of the day, it all comes down to money isn't it Kevin? 

its a casino, ofcours its comes down to money.

You have stalled my withdrawal 2,5 weeks, actually promised me to process the bankwithdrawal with "high priority" and didn't even make your own claimed deadline of within 24 hours ! 

You have blackmailed me on the phone into not paying out my withdrawal if i do not stop giving you justified negative feedback 

You have repeatedly lied to me as a customer 

If you think this all does not justify any compensation than that is your right, but i believe and you have also confirmed several times above here that you have not complied with your own code of conduct and have made errors in this situation. Im very confused how you can state that this does not value a compensation. 

@casinoguru @Petronela as you can see in the statement made by the casino they only care about their reputation and on the one hand they agree that this blackmailing shoudln't happen but on the other hand don't want to take responsibility and think about compensation. I think this case should be a good insight into the handling of the casino from day 1 till this "you have no right to anything claim". Please keep this complaint here and advice your players that this casino is not the best place to play online. 

It is not our fault that it took 2.5 weeks, it is only yours and the wallet you requested the BTC to be sent to... dont twist the facts with your public built narrative.

we will not tolerate this bully behavior and we will not compensate you in any way, you have stated yourself that money will close this issue, where are your ideals now Kevin? if we will compensate you, we all part our ways and you will be happy? what about alerting other players? is this all forgotten when you receive money?

This is also called blackmail Kevin and we will not cooperate with you in any way

@casino guru, you got a very good example of a player that is trying to maximize his earnings by picking to the casino, trying to inflict bad PR on us when bottom line is that he only want to make some extra $$

Since this unpleasant situation is escalating, please allow me to intervene. We would like to give a last chance to the casino to compensate the player. We do not recommend this compensation to be a bonus of any kind, with wagering requirements. This compensation should be a goodwill gesture for the unprofessionalism that has been presented by one of the casino representatives. From all the relevant information and after a thorough investigation, we believe that the player has filed this complaint, not to simply profit from it, but to raise awareness about treatment he had received. MaChance Casino, please reconsider. Thank you in advance.

Since we haven’t reached a satisfactory agreement, we’re closing this complaint as 'unresolved'.

Firstly, we would like to emphasize that the main reason for this complaint not to be marked in our system as resolved, is the critical phone conversation. Regardless of successful withdrawal, even if it has been delayed, the phone conversation played a decisive role in this whole case. This kind of approach from the casino’s side is absolutely unacceptable.

Secondly, even if a mistake has been done, and the casino claims that the phone conversation was an isolated incident, currently under investigation, we don’t agree with the way this case was handled afterwards. A sincere apology would make a difference in this unpleasant situation, but regrettably, the casino turned its back to the player again by accusing him from bullying the company and filing the complaint only to make extra money. Customer service means going the extra mile in making sure a customer is happy and satisfied with a company’s products or services, unfortunately, this criteria has not been met.