Chance Hill - Locked account

Hi Goremester - welcome to ThePOGG.com!

We monitor the terms and conditions at ChanceHill casino so I can tell you whether your country was restricted at the time you played. What country do you live in?

Thanks,

ThePOGG

Hi Goremester,

I've had a look and unfortunately there was a small change to the url of this page at the beginning of this year and as such I don't have records for the time around the start of May.

I have reviewed various search engine caches and even WayBack Machine, but I can find no indication that the terms were changes after your play.

As such, unless you have proof that the terms were changed after your play to include Austria, there's no case to be argued here.

I'll contact the operator regarding the multi-accounting issue.

Thanks,

ThePOGG

Hi Goremester,

I've concluded our investigation into this issue and unfortunately it has been impossible to reach a verdict.

The situation is as follows:

We can find no evidence to support your claim that Austrian players were not restricted at the point when you played. As such this is not a viable line of investigation.

With regard to the claims of multi-accounting I requested supporting evidence to back up the claims of term violation. Due to ChanceHill switching platform providers (from SoftSwiss to iGaming Cloud) over this period they no longer had access to the necessary information. They submitted a request for SoftSwiss to provide the relevant information and followed this up several times but were unable to get access to the relevant information. This is the reasons for the delay.

At this point I used my own contacts at SoftSwiss to discuss the issue with them and was informed that as per their contract, when ChanceHill switched gaming platform all records associated with their players were destroyed.

Unfortunately this results in a first of its kind situation for this service, where we can actually confirm that the information necessary to validate the operator's claim is no longer available.

As such, and making the highly likely assumption that you would contest these claims, we have two parties making diametrically opposed claims and no evidence on which to assess the validity of either claimant. For this reason, this complaint will be marked as 'Unresolved'. However, unlike other Unresolved complaints, as ChanceHill have demonstrated that they would have provided supporting evidence if they could have, this will not impact their rating.

I will say that if the operators claims could have been verified there is no question that we would have found in their favour.

Sorry we could not bring this issue to a more satisfactory conclusion.

ThePOGG