ChanceHill - My account is closed, winnings and deposit confiscated

Hi Bazefa41 - welcome to ThePOGG.com!

Before we can do anything to help you I need you to provide us with your username and email address at ChanceHill.

Thanks,

ThePOGG

Hello, Thanks for assisting me. Username: [EDIT] Email: [EDIT] Thanks for your help in advance. Kind regards, [EDIT]

Hello there, Is there any update in my case? Thanks in advance. [EDIT]

Hi Bazefa41,

Yes there has been an update to your case. Can you tell me what country you are located in?

Thanks,

ThePOGG

Hello ThePOGG I am in Hungary, and a hungarian citizen too. Regards, [EDIT]

Hello there, Is there any update in my case? Thank You. [EDIT]

Hi Bazefa41,

I sent an email to the operator earlier today regarding your case, but it is complex and is going to take time to resolve.

The crux of the issue is that player's from Hungary are restricted within the bonus terms and conditions from claiming bonuses. There is more to this issue however and I'll revert to you once I have a clearer picture.

Thanks,

ThePOGG

Hello, Thank you for the reply and your help. Please let me know if I can help you in any way. Regards, [EDIT]

Hello there,

Is there any update in my case?

Best regards,

[EDIT]

Hi Bazefa41,

I am still discussing this issue with Chance Hill. There have been some delays at there end due to a change in software platform since the point of your issue resulting in it taking longer to provide the required data. I do anticipate this concluding in the next few weeks and will keep you update as/when I have any relevant information to share.

Thanks,

ThePOGG

Hi Bazefa41,

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

The situation is as follows:

While you are right that Hungarian players were not restricted at the point of your play, the reason for this restriction being put in place according to ChanceHill was large scale multi-accounting abuse identified as originating in Hungary. You account was identified as one of those involved.

Given the claims made I requested supporting evidence to back up the claims of term violation. Due to ChanceHill switching platform providers (from SoftSwiss to iGaming Cloud) in the mean time 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