Chanz Casino - Igrač je uspeo da otvori nalog iz zabranjene zemlje.

Hi

I would like to make a complaint about this casino

last night I opened an account and deposited money with this casino of the amount 250

when I checked their terms and conditions I can see that the Uk is a restricted country

I am based in the Uk and should not have been able to deposit and play here

when I have tried to contact them no one replies

can you please help me retrieve my funds

I have included a screen shot showing it should have been blocked from registering

I think the confusion comes from Ireland (northern and southern )

I am in Northern Ireland which is in the uk

thanks

Dear babsbh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):

"Our Services are not available to individuals located in the following countries:

Afghanistan, Algeria, American Samoa, Angola, Bahrein, Belgium, Cuba, Czech Republic, Denmark, Eritrea, Ethiopia, France, Guam, Hong Kong, Indonesia, Iraq, Iran, Italy, Jordan, Kuwait, Libya, Malaysia, Morocco, Marshall Islands, Mauritania, Mauritius, Norfolk islands, North Korea, Northern Mariana Islands, Oman, Pakistan, Puerto Rico, Qatar, Rwanda, Saudi Arabia, Somalia, South Sudan, Spain, Sudan, Syria, The Netherlands, Tunisia, Turkey, United Arab Emirates, United Kingdom, United States of America (incl. overseas territories),Virgin Islands (US), Yemen, or other restricted jurisdictions as communicated by us from time to time."

Since there is no possibility to register an account from a restricted country (see the screenshot below), as the IP address is blocked automatically, could you please advise if you have used a VPN (Virtual Private Network) to alter your location when opening the account? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

Thank you in advance for your reply.

Best regards,

Petronela

Hi

I chose Ireland when registering the account and I verified my details with a Uk passport and bank account - I don’t understand how they would accept my verification

they have since closed my account - but they should now refund the moneun

Dear babsbh,

You knowingly entered false information when opening the account and now you request a refund? I'm sorry but I'm afraid we won't be able to help you. The casino has an active IP block and you breached it.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

What information did I falsely put in ????? Country is Ireland - that’s what I selected - it does not stipulate between Northern Ireland and Southern Ireland on the site so how was I supposed to know any different ?

In our system, you chose the United Kingdom to be your residency. Even in your first comment, you wrote "when I checked their terms and conditions I can see that the Uk is a restricted country".

If you are from Ireland, I do apologize but I didn't have a way of knowing this. Ireland is not a restricted country in Chanz Casino. Could you please explain why you believe that Ireland should be listed between the restricted jurisdictions? Thank you.

Yes Ireland has two parts - Southern Ireland and Northern Ireland.

Southern Ireland is its own country and northern ireland is part of the Uk

when I chose my country I chose Ireland - as that what is was listed at on the site

However Northern Ireland is part of the uk which means as per its terms and conditions it should be restricted

the site also verified my account straight away using all UK information - passport, utility bill and bank statement - how is that possible if the country is restricted ?

Hi you can close this complaint it was resolved directly with the casino and they refunded the money

thanks

Great news. As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, babsbh, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru