Win MaChance Casino - The player struggles to withdraw his winnings.

Hello, good afternoon!

I am going to present my complaint that this brings us to 04/03/2023. After playing with real money, no bonuses, I get the amount of 500 euros to withdraw, so far so good, but after withdrawing after so long they ask me for documents again because it looks like they expired. He provided documentation and they accepted it.

the withdrawal continues its course, days and days go by and with excuses that I am ready to make a refund tomorrow than today until 04/18/2023 when they tell me after 15 days that I cannot withdraw that it has to be 100 euros per week!!!! When it was 500 withdrawals, that the limit was suddenly set by the system? To my surprise I ask them for explanations and they tell me what it is. Well now comes a big problem because I make a withdrawal of 100 and with the remaining 400 euros I decide to play what when I play I win the amount of 12,000.55 euros. Now I get in touch and that from 100 to 100 per week, which is the same as 120 months, 2 years and 3 months to receive the money. I tell them that I am going to inform lawyers and file a complaint and they tell me that they will suspend my account for threats, for claiming something that is mine!!! When they lose they also return the money to the users ???. Thank god I have everything in screenshots and emails. If you want, I can provide evidence (CAPTURES CONVERSATIONS AND EMAILS) I try to reach an agreement and they only put obstacles to not making income, which is what there is, period and terms and conditions that they take to avoid paying. When chrome level you can make 500 euros per week. MACHANCE Casino is a casino that I don't know if it will be legit. I gave the screenshots and emails to my lawyer to see what can be done.

I would listen to advice because I don't know what to do anymore please. I am in need of that money. Thank you so much

Hello Nuflo69 ,

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 if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? How much was your withdrawal limit before they changed it?When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello good morning!

Well, my account was already verified and on 04/03/2023 they asked me for credit card documents and a supply invoice again. I sent it to them and they accepted it on 04/05/2023 so far everything is correct.

I never used bonuses because that doesn't work out, it costs a lot to get what they ask for. I got it with real money, enter 70 euros and first I got 500 and then later on 04/18/2023 with 400 I got 12,000.55.

My limit was 500 euros for being chrome and supposedly every day my money went to my bank because it was accepted and after 15 they suddenly tell me that I can't withdraw because I have a limit of 100 euros. I tell them why, after 15 days they tell me that and they tell me which system to change because I earn more than enter, that's surreal, that is, if you win they don't want to pay and if you lose everything, great? I don't understand if that was the case, to return the money to the loser.

The last time I spoke with them was yesterday and nothing that is what there is and that the system does it like this and that in terms and conditions it puts it 100 by 100 when they want. Come on scam. Well, I've been withdrawing 100 for another 3 days and nothing when it says 72 hours they want to keep my money and I'm not going to allow it. By telling them I'll give it to them, lawyers threaten to close the account, you can't defend yourself. I have everything in captures and emails. all well kept

hello!

We don't know anything about the casino???

Hello!!

They just accepted my first withdrawal of 100 euros after 8 days of waiting for them to accept me. Seen what has been seen, I will be 6 years to recover my 12,000 euros that I still have in mind. It seems to me a shame what they do and if they think that by doing that they will win, they think that I will play it, because it is not like that, I lost the desire to play in this casino.

He explained how the process was until making the first withdrawal and what remains to be able to make another one, because it won't let you do it today.

I made a withdrawal request on April 18 of 100 euros, after rejecting the withdrawal of 500 euros that I made on April 3 and denied on the 18th, after 15 days!!! and lower myself from 500 to 100 because I am at the chrome level and my maximum is 500, which I don't see as fair, but better than 100 that they have given me now, which they say was the system (lie). All to earn more money, than you enter. Well, from April 18 to 26, it takes me a while to accept my request for a withdrawal of 100 because now I cannot request another withdrawal until next week!!!!! On May 1 I will be able to make another request and of course it is waiting another 8 days you go to 9 and so we delay the withdrawals to 15 days to be able to request and you only receive two withdrawals a month I do not see all this clearly, when I do not request a withdrawal this week!!!

I think that what they are doing is illegal in every way that you tell me, please answer me, I am already desperate to argue with them! Thank you so much

Hello!!

They canceled my withdrawal of 100 euros today!!!! Hahaha amazing, you know why, I have to upload documents from my cryptocurrency portfolio, KYC or something like that Hahaha when I don't have one, I really don't understand anything at all, why are they playing with all this. They think that by doing what they do I'm going to play the money for fun hahaha. They are totally wrong. They say that it is a mistake that a thousand apologies I don't know what, but I can't get a penny. I send conversation and message where it tells me the cancellation. Always good words but without money like this for a month…..

Hello Nuflo69,

What payment method did you use to request the withdrawal? Did they tell you they prefer to transfer it by crypto?

Can you also please forward the communication between you and the casino to nikolas.b@casino.guru?

The method I used was bank transfer, but they tell me that it is not the bitcoin wallet that was a mistake, that they should update the ID that had it expired, they told me that on Saturday after a thousand conversations with them. Okay, then I'll send everything to your email that I'm going to work!! I have many captures of everything from day one. Hello

Well, I would like to inform you that after 15 days have passed since my withdrawal of 100 euros, which was on April 18, 2023, I can say that I received my first transfer to my account, come on, a shame, they preach that withdrawals are every week and today is the 3rd I got the first one and gentlemen I was able to make another one today because until today, May 3, 2023, they did not give me permission to withdraw my money. Supposedly it was a retreat every week, well, not 15 days, everything was great and for 100 euros hehehe amazing. Well I have 11,900 euros left to withdraw what an ordeal awaits me. But hey, late what late these people are, they won't see a penny of mine. Assistant screenshot

Hello Nuflo69,

Based on the screenshot provided the first payment has been approved, can you please advise if it did arrive to you or not?

Hello!!

Good morning, if I received the first payment of 100 euros. Now I only have 11,900 euros left. Every 15 days I will receive 100 and that everything goes well, I still have many years ahead of me.

Thank you Nuflo69 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Nuflo69,

I'm Michal and I have taken over your complaint. I have reviewed your case and I must say that the withdrawal limit of €100 per week or €100 in 15 days as in your case is really very low. I will contact the casino and try to find out why the limit is so low.

We would like to invite Win MaChance Casino to join the conversation.

Dear Win MaChance Casino,

Can you please explain if there is any valid reason why is the withdrawal limit for the player so low? I can understand that a higher win can be split into smaller installments, but the current limit of €100 per week is really too low.

Hello!!

Thank you very much Michal, let's hope they answer, I've been having disputes with them every day and nothing. There is no way they will raise that withdrawal limit. They say that I earn more than I invest, and of course that is not logical and that is why they lower me to 100. And the 72 working hours withdrawn approval becomes eternal because at 8 hours per day, well, 9 days to accept it, that withdrawal of 100 euro. I have been here since April 3 and only 100 euros have entered my account. Let's see if I'm lucky and they get in touch thanks ☺️

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.

Dear Nuflo69,

Sadly I have not received any response from Win MaChance Casino yet. I have "nudged" the casino representative again so hopefully they will respond.

We would like to give this case more time to get resolved. We are extending the timer for additional 3 days.

If the casino fails to respond or provide the evidence in the set time frame, we will be forced close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.

Hello!!

Thank you very much ☺️ I think they do not want to show their faces from what I see, I see that it is a casino that is not serious, since we give them the opportunity to try to talk and they do not want to, it is a casino with a very bad reputation for something it will be and the bad thing about that that I see that my profit can be endangered. Thank you very much for that and we hope you show your face

Dear Nuflo69,

I managed to get in touch with the casino team. I believe I have good news. It looks like we were able to find a compromise with the casino and they should increase your weekly withdrawal limit to €500. I can agree that this limit is still not the best, but at least we were able to negotiate with the casino to set the limit as they have stated in their T&Cs VIP Bronze and VIP Chrome €500 per week and it is much better than your current limit of €100 per week. You should be informed about this either here on the forum or via email.

Hellooooo!!!

Michal, thank you very much from the bottom of my heart, I don't know how to thank you for everything you did, they just called me to raise my withdrawal limit to 500 euros per week, which is not a week, which is every 2 but well something is something and better than 100 you know!! So I can only be very, very grateful to your team and your good work. If I could do something for you, all you have to do is tell me. If I have news about it I will contact you immediately. A big greeting and nothing a big hug 🤗

Dear Nuflo69,

I'm glad I could cheer you up 🙂 Feel free to keep me updated on how your withdrawals are doing (michal.k@casino.guru), I have my fingers crossed 🤞 that the casino will stick to their own words and not lower the limit again. Sadly, this is the maximum limit we could agree on with the casino, but can we consider your issue to be (somehow) solved?

Hello!! If at the moment they let me withdraw my first 500 euros for the first time, but you know what happens, I can't tell you until 8 or 9 days have passed because they also had it the other time and they canceled it and lowered it like this I can't confirm it until it happens, I cross my fingers and I hope it's like that, let's go. We wait until next week to see if it is true? And what did they tell you about it that they will keep it or not?

More than anything because I don't

they sent in writing you don't know anything! They called me and told me that they were raising my limit, there is no record anywhere and more than once they told me things that they did not comply with, so we wait to see if they do what they told me on the call? How about??

Dear Nuflo69,

I fully understand your concerns based on your previous negative experience and of course, we can't give you any guarantee, but I was informed by the casino team that the 500 euros per week will remain, so this should be set permanently for you. I have my fingers crossed 🤞 that the casino team will stick to their own words.

Dear Nuflo69,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Nuflo69,

Did you receive your withdrawals? Is the limit of 500 euros per week still in place?

Dear Nuflo69,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. I have my fingers crossed 🤞 that the casino team will stick to their own words and the agreed withdrawal limit of 500 euros per week will remain. If, for some reason, this changes, feel free to let me know at michal.k@casino.guru

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal

Casino.Guru