The player's withdrawal limit was reduced due to a high win. The casino hasn't responded to the complaint and it was closed as "unresolved".
Win MaChance Casino - The player's withdrawal limit was reduced.
Black points: 1457
Amount: €17,200
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
1 year ago
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2 years ago
Translation
Hello, I registered with the casino at the beginning of the year and also provided all the proof. My account is fully verified.
In total I have deposited around 3000 euros since the beginning of the year.
I won 20,000 euros last month.
The first two payouts of 1500 euros each went smoothly.
Now my withdrawal limit has been reduced to 500 euros per week. In the live chat I was told that because I won too much my weekly limit was reduced.
I've been waiting for 10 days for the payout of 500 euros to be processed. I am constantly put off with the statement that there are internal bank problems and nothing is happening.
I really can't believe all of this. I think I'm just being stalled so I don't get my winnings anymore.
Therefore I ask for help.
Automatic translation:
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2 years ago
Hello lighton,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MaChance Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? How much was your withdrawal limit before the casino altered it? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello, thank you for your quick reply.
My account was fully verified in February of this year, all credit card verifications were accepted as well as all other proof of address that I was required to provide every 3 months as well.
I haven't had any problems with withdrawals so far. About 3 weeks ago I received a payout of 1500 euros. Before that, I also received 4 payouts.
On October 13, 2022, I applied for a payout of 1500 euros again.
On 10/20/2022 this payout was rejected and my weekly limit was reduced from 1500 euros to 500, so this payout was rejected.
I then applied for a payout of 500 euros on October 20, 2022 and it is still outstanding today.
I won with real money and no bonus money. I won the Grand Jackpot in the Fortune Feature on Book of Riches Deluxe and then I won the Grand Jackpot of 4000 again on Roman Legions and just kept building my way up.
In the meantime I was at 27,000 euros and currently my account balance there is 17,200 euros.
The last time I had contact was yesterday on October 27th, 2022 in live chat, when I was told that payouts were currently being delayed because the casino is carrying out an internal bank switch.
Many greetings
Thomas W*******
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Translation
UPDATE:
I received an email today with the following content:
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Hello Thomas,
Unfortunately, your withdrawal cannot be processed at this time due to The maximum withdrawal amount has been reached.
Please log into your account and ensure all details are correct, then resubmit your request.
Many Thanks,
Your WinMaChance team
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I can now only pay out a maximum of 100 euros per week, if I should at least get that. I submitted a new withdrawal request today. It is currently pending.
In my eyes this casino is pure SCAM!
Automatic translation:
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2 years ago
Did they specifically say that your withdrawal is limited to 100€ weekly? How much did you receive since you begin the whole withdrawal process?
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2 years ago
Translation
Yes, they specifically said so in the chat!
"Due to your high win, your withdrawal limit has been adjusted"
I deposited a total of 3500 euros in 2022. Last month I was able to withdraw 3500 euros.
Since then I haven't received any payout, I'm constantly being stalled with excuses like "we're doing a bank switch" or "there was a technical problem".
I've given up now... I'll never see the money.
Automatic translation:
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2 years ago
Thank you lighton for all the above information. I will now forward your complaint to my colleague Stefan who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Dear lighton,
I am so sorry you are not able to withdraw the funds as you expected. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a MaChance Casino representative to join this conversation and participate in the resolution of this complaint.
Dear MaChance Casino,
Could you please state why the player's weekly withdrawal has been lowered to 100€ a week?
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year ago
We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Dear lighton,
I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. 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. I wish I could be of more help.
Kind regards,
Stefan
