Win MaChance Casino - Играчът няма достъп до акаунта си.

I have played with my own money and won about 15000 with lighting roulette. But since i won a lot, i cannot make any withdrawal or play any game anymore for a week. And now since a few days i cant even log in anymore. Everytime they tell me that they are "investigating". But i still dont understand whats going on. I dont trust it at all.

Dear Bahram,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.  Could you please clarify when exactly did you notice that access to your account has been blocked?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Hi there, so far it hase been solved already! I have got a part of it and i assume i will get the rest if it. So you dont need to do something with my complaint anymore. Thank you anyway!

Thank you for the update, Bahram. I personally would recommend keeping the complaint opened until you receive everything. However, we cannot force you, and if you still wish to close the complaint, just let us know.

Hello Bahram,

Has there been any news? Have you received all your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Hello,

i am receiving it in parts since the maximum withdrawal is € 1500 each time. This has been always the case with this site since it is the policy of the payments. So i have not received all but they are paying it out every time like they should. So there is no problem. Thank you for your message.

However my account has been suspened again today because i played few days earlier and won more and now again it is ''under investigation''.

Thank you for the update, Bahram. It is okay as long as the casino continues processing your withdrawals. Please, keep us informed about the situation and let us know if there is anything new regarding your withdrawals or account investigation.

I will thank you.

Dear Bahram,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

No im still waiting for the "internal investigation"

Thank you very much Bahram for the update. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Bahram,

I looked at your complaint and will do my best to help you. I would like to invite MaChance Casino into this conversation. Casino, can you please specify why did you block the player’s account?

They are doing an "internal investigation" for the second time in a short period. First time my account reopend after a while but after playing again (winning with lighting roulette) they again suspended me. Its now 2 weeks and i still have to wait again. So far they have paid me a few times (maximum 1500 each time according to their payment policy). That is alright. However this is taking too long and i dont know why.

Hi, i just wanted to mention that my account has been reopend and i have access to my account again!

Dear Bahram,

thank you for informing me. Can I consider your case as resolved, please?

Dear Bahram,

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.

Dear Bahram,

Even if we assumed that the issue has been resolved, without a confirmation from you, we were forced to reject this complaint.

The player can reopen this complaint anytime.