Win MaChance Casino - Hráč si stěžuje, že nic nevyhrál.

Too few chance on winnings. You play easiky 10K without any normal winnings. Bonuswheel always give 25% bonus, never more!! Don’t trust them. They say they are based in NL. It is Curaçao (with a trustee behind), no Dutch law so no good control I guess and no normal winnings. Before I won one time and they refused to pay out more the 1500 a week. But they let you play easily 10K a day... they want to play you untill you are bankrupt!

Dear Jan,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

The bonus wheel is giving always 25%. Give it 20 days a chance and you will find out. It is not normal to loose easily 10K in a couple ic hours. At the online casinos in UK I won a lot more and I could play longer. Also I want to save my money some six months Avon and block my account to play. Also impossible, again this is the worst experience I ever had! Based in NL is also false information!!

Dear Jan,

Thank you very much for your reply. Do I understand it correctly that you haven’t succeeded in closing your account?

the first time I asked if they want block my account after some win and pay out each week 1500. That was not possible. A couple of weeks ago I asked them to block but they gave me bonus. After 50K lost from January until now and almost bankrupt I hope they will block now my account!! Again, this is the worst experience I ever had and they play false!!

Could you please forward emails in which you have requested your account to be closed? My email address is petronela.k@casino.guru. Thank you.

Dear Petronela,

I wanted already they freeze and block my account in August 2019. I sent you the mails I could find. chats I do not have.

i played after 2019 some 90K. They are not ok and I hope you can do something about this. Maybe I start something legally although it is Curaçao.

Kind regards,

Bas

Dear Jan,

Thank you very much for forwarding all the relevant communication. Could you please confirm the following timeline?

-         On 15th of July 2019 you have requested your account to be blocked for unspecified period

-         On 16th of July 2019 you have been advised that it wouldn’t be possible (since you have requested withdrawals too).

-         On 27th of August 2019 bonus offer came through

-         On 28th of June 2020 you have requested your account to be blocked again (alternatively a bonus offer)

-         On 6th of July 2020 still no answer from the casino

I have checked Responsible Gambling section, and this is what I found https://www.machancecasino.com/en/:

„RESPONSIBLE GAMBLING

Playing Limits

Gambling should be fun and entertaining, but it should also be approached with responsibility and limits. At MaChance we want your playing experience to always be positive, and we therefore encourage you to keep it under control by using the following limitation options:

Deposit Limit: We give you the option to limit your deposit in a time frame of a day/week/month. Please contact us and we will put in the limit you request.

Freeze Account: If you want a break from playing, you can put your account on hold whenever you like. Contact us and we will freeze your account for you."

Additionally, please see below FAQ:

I would recommend contacting the casino and requesting explicitly your account to be closed permanently (or frozen for a specific period). Here’s the email address support@machance.com. If you wish you can CC me on the email. Please let me know if this advice was helpful. I will be waiting for your reply patiently. 

Thank you very much Jan for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jan.

Sorry, that it took so long.

In your case, it is a bit complicated. When you asked them to block your account, you had some pending withdrawals or money on your account firstly. They explained to you that blocking is not possible. 

Then you wrote to them:

I will wait your answer or some bonus again for at least 10K or I will quit, or do you think this is normal?

Which means: I want a bonus or I stop playing. 

Anytime you may just stop depositing. That's all. In case you can't stop, then you should seek help. And you need to tell this information to the casino to be able to claim back your deposits. (only since then they must return your deposits)

My opinion is that they didn't breach their terms mostly because of how you wrote to them about blocking the account.

Do you have some messages, where you wrote to them about a gambling problem or self-exclusion?

Dear Jan,

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.

No, not enough. In the chats maybe but that is not saved.

they have a bad reputation and they make me stop online gambling. They know how to get money out of your pocket. That Chris called me two times more and told me "call me and I solve our problem". That is again a try to get out money of my pocket..

Most important is to have proof that you admit a gambling addiction. If you have this, even told to the chat, then we can build a solid case.

Unfortunately, closing account is something different. What you wrote: "give me a bonus, or I quit" is not sufficient too.

Please try to check your emails maybe chat transcript to find something.

Otherwise, I am afraid that we will need to reject your case. 

Dear Jan,

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.

i do not trust this company anymore and my lawyer is looking to it now.

take care and thanks for your help.

As I wrote before, the evidence what you sent us are not sufficient. Maybe a lawyer can find something that we missed or find some solution. I wish you the best and hope that you will find justice. 

We are closing this complaint as "unjustified."