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Casino Chan - Confiscated winnings


Found for the Casino - This player has exceeded the maximum allowed bet term while playing with a bonus. As such there is nothing we can do to help them.

Read our Casino Chan Review.

Player's Complaint


The dispute, I wagered over the limit in the terms and conditions.

Casinochan confiscated my winnings based on 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 do not deny I was betting over the limit, however, in there terms and conditions 1.15 it 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 The bonus will be withdrawn without the right to recover it.

Since I bet over from my first bet I rejected the bonus and thus was never playing under one. Also in the bonus terms and conditions 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.

I therefore in their terminology was playing with real cash money and not bonus and should be allowed to bet what I wanted. In light of all this I believe my winnings should be returned to me.

In correspondence with casinochan they seem to not even want to acknowledge the clause 1.15 in their terms and conditions and also sent me a clause with different limit amounts in it which contradict their terms and conditions and the bonus terms and conditions. I hope you will be able to help me on this matter as I believe I was playing fairly and deserve what is rightfully mine.

Thank you

Read the casino review

1 Responses

User icon
June 5, 2020

Hi talon66 - welcome to!

Unfortunately there is nothing we can do to assist you in this case.

When you accept a bonus you are entering a contract. The contract begins at the point the bonus funds are added to your account. From that point on until you have completed the wagering requirements you are subject to the bonus restrictions. Unless there is explicit statement that the bonus restrictions do not apply to wagers with deposited funds then the maximum bet term also applies to these wagers.

Where you violate bonus terms the bonus contract is void and the operator are within their rights to reset both parties to pre-contract conditions.

Sorry we cannot be of further help.


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talon66 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Casino Chan
  • Curacao eGaming
  • Direx N.V.

June 5, 2020

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