Hello,

I was playing at casinochan and received a 1st deposit bonus of $250. As per the general bonus terms 1.16 which state:

The maximum bet with an active bonus is 5 CAD, 5 AUD, 5 EUR. (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to 'respin') will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, CasinoChan reserves the right to confiscate the winnings.

I was betting over this limit from my first bet based on the following clause in the terms and conditions I agreed to upon registration 1.15 which states:

Placing bets exceeding the specified limit, the player thus confirms that he/she rejects the bonus and the winning received due to such bonus. The bonus will be withdrawn without the right to recover it.

Under this the second I placed my first bet of $10 CAD I rejected the bonus and therefore was not bound to rule above in 1.16 of the general bonus terms. Also under the general bonus terms 1.14 it states:

The real money balance is used first when betting. All the bets made by a player are deducted from it. However, in cases when there is no real money balance, the player's bonus balance is used to deduct the bets placed

To me this means until I went through the initial deposit of $725 CAD I was never playing with bonus money. I never once went below the $725 CAD. Also in discussion with casinochans customer service they will neither acknowledge or dispute the clause I provided from the terms and conditions 1.15. I believe that casinochan is blatantly ignoring their own terms and conditions and sticking to the ones that benefit them. I lost $14000 CAD, all attempts to work with them fall on dead ears and all I get is a computer generated response. How does one proceed next???

Hello dturner2.

Unfortunately, you are not entirely right. There are bonuses with a locked deposit and unlocked deposit.

For "unlock deposit bonuses" casino mostly use two balances (real money and bonus money) while you are playing with real balance -bonus terms do not apply. You can anytime forfeit the bonus and play only with real money.

On the other hand, locked deposit bonuses have mostly only one balance, and bonus terms apply from the moment the bonus is activated until you make a withdrawal. (and I guess this is your case)

So the rule 1.16 says that if you bet more than €5 your winnings from the bonus will be void.

and rule 1.15:

Placing bets exceeding the specified limit, the player thus confirms that he/she rejects the bonus and the winning received due to such bonus. The bonus will be withdrawn without the right to recover it.

(and this you can do by contacting live chat and explain that you want to cancel the bonus, and if you do not do that then only when a) bonus expires (automatically) b) you make a withdrawal (automatically/manually)

I am sorry, but I think that the casino has right in your case.

If you would like to complain then contact Curacao Gaming Authority. (service is free of charge) 

Here is the email: [email protected]

But my opinion is that you have close to zero chance to get your winnings.