Chance Hill Casino support doesnt know their T&C

[helenakp]

Ok here comes my sort of complaint.I signed up at this casino but that was long time ago.So when i wanted to make my first deposit back then the support agents didnt know will i get the bonus or not and suddenly they have lost or moved all their Netent games,although i have read that they are decent casino.

 

So few days ago i made my first deposit there and voila the 100% match bonus was added to my account,although i didn't asked for it neither ticked some field so i can have that match bonus.

 

I kindly asked help from the live agent which he removed the bonus and since was Wednesday i told him that i was interested in their Wednesday cashback promo included with free spins,the agent said great,removed the bonus and the promo which were having would be the day after the deposit was made.

 

So i contacted the support few days after,to ask what happened with that promo in my account and i was told that by their T&C I wasn't eligible because of the country restrictions!!!

 

What made me confused was how did i get the match 100% bonus to my account when their T&C says NO and how come their live agent gave me green light for that Wednesday promo,but the most shocking part was for the last time i was told i was not eligible and then i was eligible but i had to take the 100% match offer which I am not eligible for it,so i kindly ask for some explanation,because the live agent stated there was not such a chat between me and them on that day?? Why lying??

[hajnrih]

Ok here comes my sort of complaint.I signed up at this casino but that was long time ago.So when i wanted to make my first deposit back then the support agents didnt know will i get the bonus or not and suddenly they have lost or moved all their Netent games,although i have read that they are decent casino.

 

So few days ago i made my first deposit there and voila the 100% match bonus was added to my account,although i didn't asked for it neither ticked some field so i can have that match bonus.

 

I kindly asked help from the live agent which he removed the bonus and since was Wednesday i told him that i was interested in their Wednesday cashback promo included with free spins,the agent said great,removed the bonus and the promo which were having would be the day after the deposit was made.

 

So i contacted the support few days after,to ask what happened with that promo in my account and i was told that by their T&C I wasn't eligible because of the country restrictions!!!

 

What made me confused was how did i get the match 100% bonus to my account when their T&C says NO and how come their live agent gave me green light for that Wednesday promo,but the most shocking part was for the last time i was told i was not eligible and then i was eligible but i had to take the 100% match offer which I am not eligible for it,so i kindly ask for some explanation,because the live agent stated there was not such a chat between me and them on that day?? Why lying??

Macedonia is restricted in their T&C, but they were my top casino for a few months so I have a lot of deposits and withdrawals here. Live chat can be a mess here. After some time after the country restrictions came in place and after numerous brawls with live chat, they reinstated my bonus promotions. Guess Macedonia is back on the allowed countries list for bonus promotions despite their T&C. There is a I don't want a bonus at this time field which you have to tick when making a deposit otherwise it is added automatically. Next time you want to play with a bonus just make a deposit and it will be added, probably. My biggest wins in that casino were on Endorphina slots by the way, Safari, Emirate and occasionally Minotaur. 

[blondie]

I had similar issue. I registered while back and they did remove Netent games at that time. I was really sad too but I still played there many times and was pleased. But now they have added my country to restriction list for promotions. I'm not sure whether I still can get anything at all but to be honest, if they restict me for any bonus I am not interested in them anymore.

[helenakp]

Hajnrih the issue here is not the 100% bonus ,although its really confusing !

 

The thing is first i was told i am eligible and then i was not and then again i am eligible again,but why i was not given the Wednesday cashback bonus included with free spins,which that live agent told me i will be getting that bonus the day after my deposit was done ?

[blondie]

Oh and I still keep getting promotion emails from them and recently I asked them to remove my email from their list if they don't allow me to take bonuses, I was told I wouldn't get any emails anymore yet I still do.

[hajnrih]

Hajnrih the issue here is not the 100% bonus ,although its really confusing !

 

The thing is first i was told i am eligible and then i was not and then again i am eligible again,but why i was not given the Wednesday cashback bonus included with free spins,which that live agent told me i will be getting that bonus the day after my deposit was done ?

Like I said they're a mess with the bonus promotions and country restrictions. Since they changed their website appearance I think it got only worse...

[cocopop3011]

Hajnrih the issue here is not the 100% bonus ,although its really confusing !

 

The thing is first i was told i am eligible and then i was not and then again i am eligible again,but why i was not given the Wednesday cashback bonus included with free spins,which that live agent told me i will be getting that bonus the day after my deposit was done ?

 

So have you asked them why you were eligible for the one bonus and not the other?

[helenakp]

So have you asked them why you were eligible for the one bonus and not the other?

 

Here Sharon see the last chat i have from them and you will see how confusing that is :

 

 

    hi

 

need to ask something 

few days ago when i made deposit i asked to take part on that wednesday cashback and free spins but as i can see there is anything in my account or can you please explain

02:19:44 pm

 

 

 

 

  Blue 02:20:10 pm

 

Unfortunately players from your country are not ellegible for bonuses

 

Sorry

 

 

 

 

  Katerina Popovic 02:20:27 pm

 

no

 

wait a sec 

why i was not told when i asked and made the deposit ??? you are misleading me ,go back from my previous chat with your casino and you will see ,so as i can see thats your mistake telling me i am eligible and now not

02:21:26 pm

 

 

 

 

  Blue 02:21:37 pm

 

Ok

 

Let me check this for you

 

 

 

 

  Katerina Popovic 02:21:47 pm

 

ok

 

 

 

 

 

  Blue 02:21:48 pm

 

Katerina

 

One second please

 

 

 

 

  Katerina Popovic 02:22:04 pm

 

ok

 

 

 

 

 

  Blue 02:24:29 pm

 

I see you received the first deposit bonus instead

 

You may not claim the weekly promotions until you go through your welcome bonus

 

 

 

 

  Katerina Popovic 02:24:55 pm

 

what deposit bonus???

 

i didnt take any bonus from your casino

02:25:05 pm

 

 

 

 

  Blue 02:25:18 pm

 

You cancelled it

 

 

 

 

 

  Katerina Popovic 02:25:42 pm

 

yes and instead of that i was given the Wednesday promo

 

of cashback and free spins 

 

 

 

 

  Blue 02:26:06 pm

 

Who told you this?

 

Which operator

 

 

 

 

  Katerina Popovic 02:26:45 pm

 

i dont know which one you should know which one was if you checked my previous chat

 

 

 

 

 

  Blue 02:27:42 pm

 

I can not find such chat

 

 

 

 

 

  Katerina Popovic 02:27:45 pm

 

i see you dont want to collaborate neither see any interest of your side so i will file an complain against your casino for professionalism 

 

 

 

 

 

  Blue 02:27:48 pm

 

I do not understand

 

I see an email where you ask about the first deposit bonus

02:28:12 pm

 

 

 

 

  Katerina Popovic 02:28:14 pm

 

unprofessionalism 

 

not an email a chat

where i ask for the Wednesday cashback and free spins

 

 

 

 

  Blue 02:28:38 pm

 

There is no such chat

 

 

 

 

 

  Katerina Popovic 02:28:53 pm

 

yes there is the day when i made my deposit 

 

100% sure

02:29:00 pm

 

 

 

 

  Blue 02:29:05 pm

 

Yes I see

 

you where issued the first deposit bonus which you cancelled

 

 

 

 

  Katerina Popovic 02:29:36 pm

 

yes after that another one when i ask for the Wednesday promo

 

 

 

 

 

  Blue 02:30:18 pm

 

Unfortunately I can not credit it as you need to use your deposit bonus first

 

 

 

 

 

  Katerina Popovic 02:30:44 pm

 

why i was not told that >??

 

never mind 

thank you

bye

 

 

 

 

  Blue 02:30:57 pm

 

I am sorry you feel frustrated Katerina, but as you understand you use the welcome bonus and then are ellegible for weekly promo         

[Afi4wins]

Hmmm...the way I understand from all that...is, you need to use your welcome deposit first before you can use any other bonus promotions. Meaning, if the welcome bonus has 3 tiers of deposit bonuses, then you need to make 3 separate deposits, taking or not taking the deposit bonus for each deposit, before you can claim any cashback or whatever other weekly promotions.

 

I've already made my 1st and 2nd deposits at Chance Hill and took their welcome bonuses. One more to go to finish off that welcome package.

 

If any of you do not want to go through these 3 tiers of welcome bonuses, then please make your 1st deposit WITHOUT taking any deposit bonus...then you can take up any other weekly promotions at any time. If I'm not mistaken, you can deposit without taking any bonus and still get those free spins! 

[helenakp]

Hmmm...the way I understand from all that...is, you need to use your welcome deposit first before you can use any other bonus promotions. Meaning, if the welcome bonus has 3 tiers of deposit bonuses, then you need to make 3 separate deposits, taking or not taking the deposit bonus for each deposit, before you can claim any cashback or whatever other weekly promotions.

 

I've already made my 1st and 2nd deposits at Chance Hill and took their welcome bonuses. One more to go to finish off that welcome package.

 

If any of you do not want to go through these 3 tiers of welcome bonuses, then please make your 1st deposit WITHOUT taking any deposit bonus...then you can take up any other weekly promotions at any time. If I'm not mistaken, you can deposit without taking any bonus and still get those free spins! 

 

 

Yeees thats what i was talking about and the guy from the live support told me that i would get those cashback and free spins tomorrow or day after my deposit was done and now they are telling me no way Jose,so i would kindly ask for their casino rep,to come here and explain all this confusing situation !

 

So am I eligible or am I not eligible for their promos?

[Afi4wins]

Yeees thats what i was talking about and the guy from the live support told me that i would get those cashback and free spins tomorrow or day after my deposit was done and now they are telling me no way Jose,so i would kindly ask for their casino rep,to come here and explain all this confusing situation !

 

The confusion is because they think you took the welcome package (by not clicking on the 'I do not want any bonus' before you deposited) and had played the free spins that comes with that welcome bonus package.

 

Write them an email, explaining that you have made your first deposit, you do not want to take up the welcome package, but you had MISSED clicking on that 'I do not want any bonus' option before you made that first deposit. If you've already played the free spins, then they may consider that as you accepting that welcome package. The only way out would be for them to cancel that package for you.

[helenakp]

Ok good news i was right they are great casino,but honestly didn't expect that their casino rep will act that fast.I have contacted their casino rep and everything is sorted out now,thank you Rafelito for the generous offer !

[Afi4wins]

Ok good news i was right they are great casino,but honestly didn't expect that their casino rep will act that fast.I have contacted their casino rep and everything is sorted out now,thank you Rafelito for the generous offer !

 

Aaah...that's good news darling.

 

I wouldn't have rated Chance Hill with 8 Stars if I don't think they are good enough for it! 

[cocopop3011]

Ok good news i was right they are great casino,but honestly didn't expect that their casino rep will act that fast.I have contacted their casino rep and everything is sorted out now,thank you Rafelito for the generous offer !

 

Excellent news!!!! And well done Afi for figuring that one out!

[Afi4wins]

Excellent news!!!! And well done Afi for figuring that one out!

 

And thank youuuu for your nice compliments darling! 

[ValDes]

Hi guys, 

 

Glad that helena's issue has been resolved. Also agree that Chance Hill is a decent casino. However, I am afraid that with this level of their live chat facility and support they won't become a great one any time soon. Sincerely recommend you reading their complaints history with AskGamblers, one could draw some pretty clear conclusions regarding the fact how much you could trust on the information given by their support eventually...

 

http://www.askgamblers.com/online-casinos/chance-hill-casino-review/complaints

[cocopop3011]

What use is a decent casino without good support! For me they just cancel each other out!

[Julian_ChanceHill]

Hello All,

 

I am happy Helena's issue was solved, Rafelito is really top notch!

 

I have not been very active on the forum recently, but will be logging in more often, so I may give you support through here as well.

 

We have recently revamped our site and our support has been upgraded, so you should not find any of the issues you where experiencing before. 

Any ways you may contact me through here if you have any issues or if just you wish to tell me how awesome I am

 

Have a great day!

 

Julian

[Afi4wins]

Hello All,

 

I am happy Helena's issue was solved, Rafelito is really top notch!

 

I have not been very active on the forum recently, but will be logging in more often, so I may give you support through here as well.

 

We have recently revamped our site and our support has been upgraded, so you should not find any of the issues you where experiencing before. 

Any ways you may contact me through here if you have any issues or if just you wish to tell me how awesome I am

 

Have a great day!

 

Julian

 

Hi Julian, welcome to the forum! 

 

Post your photo for your avatar and I'm sure some lady here will comment on how awesome you are! 

If you're a lady, I will comment on how awesome you are! 

[Fiekie247]

I second that Afi.

 

I finally made my first deposit here and so far so good. Hopefully test withdrawals tomorrow... :-)

[hajnrih]

Expect it under 24 hours, most likely 12 on e-wallets.