Dear fowi30,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that contacting the casino was the only possible solution at this time. Their technical team needs to check the issue and resolve it. At this time we are not in a position to help you any further.

I will set the timer for 7 days and ask you kindly to keep me informed.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Have there been any developments since our last conversation, please? 

nothing has happened so far. the bonus is 100% wagered but does not convert to real money.

bisher ist nix passiert. der bonus ist zu 100 protzent umgesetzt aber wird nicht zu echtgeld.

Thank you very much, fowi30, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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.  

the bonus money has now been transferred to real money.

However, they have imposed a limit of 500 euros on me as a maximum payment per week, although according to the terms and conditions, I am entitled to 1500 euros per week.

6.5. The minimum payout amount is currently 300 euros. The payout of winnings and bonuses from free bonus money received before the first deposit is currently limited to 150 euros. Any winnings and bonuses over €150 accumulated prior to your first deposit will be removed once a withdrawal is requested. In order to withdraw winnings from free bonus money received prior to making a first deposit, a player must make a successful deposit. Currently, only winnings up to a maximum of 1,500 euros per calendar week can be paid out. You can make up to four withdrawals per calendar month free of charge. Each additional transaction is accompanied by a fee of 60 euros. We may change the minimum amounts set out above from time to time at our sole discretion. If a customer has pending withdrawals, the deposit and/or withdrawal limits cannot be changed.

das bonusgeld wurde nun zu echtgeld transferiert.

allerdings haben sie mir ein limit von 500 euro max auszahlung pro woche auferlegt obwohl laut agb mir 1500 euro pro woche zustehen.

6.5. Der Mindestauszahlungsbetrag liegt aktuell bei 300 Euro. Die Auszahlung von Gewinnen und Bonussen aus vor der ersten Einzahlung erhaltenem kostenlosen Bonusgeld ist aktuell auf 150 Euro begrenzt. Alle Gewinne und Bonusse über einem Wert von 150 Euro, die Sie vor Ihrer ersten Einzahlung angesammelt haben, werden entfernt, sobald eine Auszahlung angefordert wurde. Um sich Gewinne aus vor der ersten Einzahlung erhaltenem kostenlosen Bonusgeld auszahlen lassen zu k?nnen, muss ein Spieler eine erfolgreiche Einzahlung t?tigen. Aktuell k?nnen nur Gewinne bis maximal 1.500 Euro pro Kalenderwoche ausgezahlt werden. Sie k?nnen bis zu vier Auszahlungen pro Kalendermonat kostenlos durchführen. Jede zus?tzliche Transaktion geht mit einer Gebühr von 60 Euro einher. Wir k?nnen von Zeit zu Zeit nach eigenem Ermessen die oben angegebenen Mindestbetr?ge ?ndern. Falls für einen Kunden ausstehende Auszahlungen bestehen, k?nnen die Einzahlungs- und/oder Auszahlungslimits nicht ge?ndert werden.

Hi fowi30,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite MaChance Casino to the conversation to participate in the resolution of this complaint.

We would like to ask MaChance 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi fowi30,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. 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. In the meantime, I recommend you to contact the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied ([email protected]). I wish I could be of more help.

Best regards

Peter