ChanceHill – £500 Cashback not honoured due to terms change after playing
Resolved - Chance Hill changed their promotional material but failed to change their terms and conditions. As such they've now paid the player the due cash back.
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I am a VIP at Chance Hill Casino. I have attempted to resolve this complaint with the VIP manager, but she has dismissed my complaint and is now refusing to respond.
I deposited on 19th October 2016 for the Chance Hill Wednesday cash back promotion, and lost my deposit playing in the Live Casino. In previous weeks I had received the cash back without issue.
On 20th October I did not receive my cash back on losses so I contacted my VIP manager. At first she did not reply but eventually she said that play in the Live Casino did not count. I found this strange as I was only informed of a change of terms (that excluded table games) on 25th October via email. I checked the website at this time, and the terms had been updated. I then checked the Chance Hill promotions page on Bing using their cached page feature, which showed the term excluding table games from Wednesday cash back was not there on 19th October.
I presented a screenshot of the conditions listed on the promotions page to Chance Hill who dismissed my complaint, claiming that although they had updated the promotions page after I played, the term had always been there in their general terms. Unfortunately I cannot verify this as I can find no cached copy of their general terms, but you have my word that a term restricting table games from cash back was not there.
Combining the promotions page update after my play, and the email notifying me of a terms change after my play, I believe the term excluding table games was not suitably in place on 19th October.
I would like to receive the £500 cashback owed to me.
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