Baptism by Fire Chancehill giving it a go

[Nicola]

A good casino in terms of design and choice of games. But with such a large number of excluded games when using bonuses I can see a lot of players falling victim (indeed by reading older threads here some already have)

Rafael, you may want to remove all references to the 'Dark Knight' from the site and terms+conditions as this game has been discontinued.

 

[rafelito]

A good casino in terms of design and choice of games. But with such a large number of excluded games when using bonuses I can see a lot of players falling victim (indeed by reading older threads here some already have)

Rafael, you may want to remove all references to the 'Dark Knight' from the site and terms+conditions as this game has been discontinued.

Dear Nicola,

Thanks for your comments, in terms of the excluded games, with our new platform players will directly not be able to play games that are excluded from the bonus, so you can be safe on that side. We will also not allow spins over the max bet automatically, so you will never bet over max bet while using a bonus.

Thanks for the heads up on the Dark Knight, will tell the team to fix that.

Best,

rafelito

 

[Welshy88]

Signed up yesterday before making a deposit I took the wager free spins (not so wager free if your from the UK ) won £19 on gonzo hit bonus on second spin .
So I haven't deposited yet .
Now even tho it's labelled wager free its not if your from United kingdom. And x15 wagering .

I got as high as £90 but I got passed wagering in the end and they took my balance down to £30 . Max cash out I believe .
Sent documents on the verification page on website last night .
Don't know how long this process takes tho .
Sent me a email this morning saying

"We kindly ask you to upload a new copy of the following required documents listed below, which you can do by accessing your account and going to "My Account" and "KYC":"

So I e-mailed them saying I already sent them and to see if there was a issue with them so I can sort it out and they said they are been verified as we speak.
Even tho the original email states further documents needed.

 

[geordiecolin]

Signed up yesterday before making a deposit I took the wager free spins (not so wager free if your from the UK ) won £19 on gonzo hit bonus on second spin .
So I haven't deposited yet .
Now even tho it's labelled wager free its not if your from United kingdom. And x15 wagering .

I got as high as £90 but I got passed wagering in the end and they took my balance down to £30 . Max cash out I believe .
Sent documents on the verification page on website last night .
Don't know how long this process takes tho .
Sent me a email this morning saying

"We kindly ask you to upload a new copy of the following required documents listed below, which you can do by accessing your account and going to "My Account" and "KYC":"

So I e-mailed them saying I already sent them and to see if there was a issue with them so I can sort it out and they said they are been verified as we speak.
Even tho the original email states further documents needed.

Their live chat are very helpful and friendly.Their processing of withdrawals are impressive for those who use visa. I've just had another successful session there.

 

[vinylweatherman]

My main concern is that predatory email "your country is now eligible for bonuses", which was reneged upon when the player took up the offer. Nothing short of paying the player in full is good enough, yet it seems the casino feels that refunding the deposit is good enough. It is no good blaming the previous platform for crediting a bonus it shouldn't have, the ONLY reason this player had an issue is that predatory email, as when they found their country was listed as bonus banned, they simply did not want to deposit. The casino should have accepted this and allowed the account to lapse, but instead they used a predatory and misleading tactic to trick the player into depositing for a bonus, even though their country had not been allowed back on the list as claimed in that email.

This predatory behaviour aimed at catching out players who DID read the terms and decided to walk away is one major thing that would put me off. The other main issue is the Neteller one, and even with an alternative deposit method, their terms and excluded games are a mess, different lists and rules depending on what part of the site one looks at, making it impossible to know for sure that the right list has been read and noted.

Common sense doesn't help either as although the usual suspects are excluded, there seems to be a number of seemingly random games listed as excluded or restricted to 50% contribution.

This would be a good casino for lawyers to use to brush up on their skills at interpreting contracts, but for the ordinary player it's a minefield of rules and exclusions to get through without having one's winnings "blown up" through putting a foot wrong.

Maybe in time this casino will get it's act together and present clear and simple terms for players, and be rid of the predatory email traps aimed at players who's country is excluded from bonuses and who would rather not play at all rather than play without any of the usual incentives.

 

[xxshepxx]

Decided to join yesterday, and left it till today to deposit.

God wish I hadn't.

I'm now half an hour in since making the deposit and have not made 1 spin at any of the slots, as none of them will load, live chat is offline so nobody can help.

Very frustrating, when I imagine this would be a busy time for the casino, to have ZERO help staff available, as a new customer this has put me off, if there was a way to remove my deposit instantly, I would, but alas I am stuck here till somebody can answer me,

 

[xxshepxx]

Still no answers to emails or chat. Got a couple of netent slots to load. So just wasted the deposit on them, will put it down to a bad expierience and move onto the next new casino.

Support that doesnt support the players with issues is of no use to me. So for that reason I'm out.

 

[xxshepxx]

Status update

Nil reply

 

[Harry_BKK]

Nil reply

Wow, that looks prety poor. Good CS is one of the vital points to attract and KEEP players. If a casino fails to provide that from the start then best is to say "SAYONARA"

 

[mina1929]

Signed up with Chance Hill a little while ago and I really don't have any problems. Withdrawal went smoothly, games play fine and we have a very attentive Manager so I am happy

Will be back next week so Rafelito line those wilds up for me in DOA thanks

 

[xxshepxx]

Status update

Still nothing. no reply, no nothing.

 

[Welshy88]

Had to sent more photos of my document's as last lot must of been blurry.
Sent more plus they guy on here rafa sent me message on here and looks like its sorted now as I checking my account and withdrawal is no longer pending .
Sorted the issue quickly .

 

[geordiecolin]

There must be some serious issues going on this weekend. I have had a withdrawal sitting that is still reversible from Friday and I have just been requested to provide my details via email.

I have had withdrawals already and my docs where verified before I made my first deposit. Maybe the regular crew won the lottery and did one?
I was very happy with the service prior to this

 

[rafelito]

Hello,

I am very sorry to hear this, we had some issues this weekend. My apologies for this, all is back to normal so should not happen again

If you have nay issues you may always PM me and I will try and fix it for you!

Best regards,

Rafelito

 

[xxshepxx]

My Issue has been sorted.

Not sure what happened this weekend but they seemed to all be away on holiday or something.

 

[rafelito]

Chance Hill

Hello Again,

Just thought you deserved a clearer explanation for the issues that happened this weekend, after all you are trusting us and depositing your hard earned money at Chance Hill therefore deserve a deeper explanation:

We had a platform migration two weeks ago. These two weeks have been non-stop. Unfortunately, we’re a small team, so this means that our resources are limited. We decided to take the weekend to take a step back and evaluate the migration in order to improve our services. We understand the frustration of not having a live chat available over two days, but we believe that the service will be greatly improved thanks to the decisions made over the weekend. For example, night support starts on August 1st meaning we will have 18 hours support 7 days a week.

 

[geordiecolin]

Hello Again,

Just thought you deserved a clearer explanation for the issues that happened this weekend, after all you are trusting us and depositing your hard earned money at Chance Hill therefore deserve a deeper explanation:

We had a platform migration two weeks ago. These two weeks have been non-stop. Unfortunately, we’re a small team, so this means that our resources are limited. We decided to take the weekend to take a step back and evaluate the migration in order to improve our services. We understand the frustration of not having a live chat available over two days, but we believe that the service will be greatly improved thanks to the decisions made over the weekend. For example, night support starts on August 1st meaning we will have 18 hours support 7 days a week.

Thank you for clarifying your reasons for this last weekends experience. Respect for doing so and I see that my withdrawal has already been processed and issued.

 

[wamphyri]

there's quite a list of restricted games, all the usual suspects, wish master, scrooge, etc, which is fair enough.

But some, that I wouldn't expect

Restricted
Tornado: Farm Escape
Dead or Alive,
Twin Spin,
Reel Rush.

50% Contibution
Piggy Riches,
Zombies,
Jack Hammer2,
Demolition squad,
Steam tower,
Muse: Wild inspiration,
Victorious,
Ghost pirates,
High Society
Platinum lightning.

Jack Hammer 2 has recently been the slot of choice for grinding through wagerings so not really surprised it is starting to get restrictions against it. IMO it's a bit sad to see any slot that gives customers a chance of actually getting something out of a bonus/wagering start to appear on restricted lists.

"Look at this wonderful bonus we are giving you for signing up/using our casino but we will do everything we can to make sure you won't actually benefit from it."

 

[xxshepxx]

As always if the games are restricted. My view is that you should get a pop-up telling you so

With 50% wagering thats ok as even though its taking longer to wager its not blowong your chances with 1 spin.

 

[rafelito]

Just note that games that are restricted will be blocked automatically, so you do not have to worry about playing on a restricted game by error

 

[dunover]

OK, I've had a good read of this thread.

Bryan was recently asking for ideas to improve things, so I'll start with that:

It would be positive in future I think if a new BBF casino was introduced 'Chance Hill operates under the MT secure trade license but is an independent operation blah blah......other casinos under that license.'

This immediately prevents any non-payment issues due to SE issues of CM members. Especially as like most casinos they don't list them in their terms..

Then the rep can be introduced and chime in with their bonus offer etc.

We're here to help each other, reps and players and the BBF site as in this case has had free proofreading and translation services which have exposed game restrictions, bonus contradictions and bad errors in grammar etc. that really should have been ironed out beforehand. Nobody is perfect so small typos etc. may still exist, but there shouldn't be glaring uncertainties like Harry showed with the 50% contributing games and whether or not they could be played under bonus.

Then we have a Polish player and won who basically got shafted and made to feel grateful for the mere refund of his deposits which by rights he would get from any reasonable business, when in fact due to the casino's error he wasted hours of his life building up his winnings before having them snatched away. Being a CM member and given that it was casino's error I think it would have been appropriate to pay him, like 32red did when they made a bonus error and for a far greater amount!

I know these are good guys at Chance Hill and in exchange for members' help here it may have looked better to treat him with discretion.

Just my two penn'orth.

 

[rafelito]

OK, I've had a good read of this thread.

Bryan was recently asking for ideas to improve things, so I'll start with that:

It would be positive in future I think if a new BBF casino was introduced 'Chance Hill operates under the MT secure trade license but is an independent operation blah blah......other casinos under that license.'

This immediately prevents any non-payment issues due to SE issues of CM members. Especially as like most casinos they don't list them in their terms..

Then the rep can be introduced and chime in with their bonus offer etc.

We're here to help each other, reps and players and the BBF site as in this case has had free proofreading and translation services which have exposed game restrictions, bonus contradictions and bad errors in grammar etc. that really should have been ironed out beforehand. Nobody is perfect so small typos etc. may still exist, but there shouldn't be glaring uncertainties like Harry showed with the 50% contributing games and whether or not they could be played under bonus.

Then we have a Polish player and won who basically got shafted and made to feel grateful for the mere refund of his deposits which by rights he would get from any reasonable business, when in fact due to the casino's error he wasted hours of his life building up his winnings before having them snatched away. Being a CM member and given that it was casino's error I think it would have been appropriate to pay him, like 32red did when they made a bonus error and for a far greater amount!

I know these are good guys at Chance Hill and in exchange for members' help here it may have looked better to treat him with discretion.

Just my two penn'orth.

Good afternoon!



The issue with the Polish player was calmly discussed with Max at the time and an agreement was reached, which the player quickly accepted. The full case hasn’t been posted in the thread, so I believe the full picture isn’t being truly discussed. But since a settlement between player and casino was reached, I believe this case to be closed.



However, I do want to express my disappointment that Chance Hill is being judged on this case when we aim to be quite the contrary: transparent. We humbly accept there’s room to improve (in fact, we have undergone a platform migration because we detected the past one’s limitations), but that’s exactly the reason why we were so eager to undergo the baptism by fire. The opinions of players with expertise such as you are our main growth tool. We want you to be harsh, to point out our limitations, to suggest improvements. And I guarantee that those errors will be fixed in order to meet your quality standards by the end of this process. Every post on this thread is discussed in our morning meetings.



Feel free to drop by chat and speak with our chat agents. Unlike many other casinos, every member of our team has full authority and the ability to discuss Chance Hill’s situation and ambitions. That’s one of the advantages of having a small team J



In conclusion, we see baptism by fire as a way of actually improving, we try to get by as well as we can. If one of our terms is confusing, we’ll change it. If a player has an issue, we’ll discuss it with him honestly and openly.
If you guys are ever around Madrid and want to have a beer to discuss what we can improve, just let us know!

 

[xxshepxx]

I may have jumped the gun a little.

My deposit was refunded as a bonus, but still there is server issues with EVERYTHING aside fron Netent games, which is not what I joined to play.

 

[curremon]

I've been playing at chance hill from beginning and never encountered single issue with them.
- Their support staff is awesome, would say best i ever talked with and its hard to beat videoslots staff
- My payouts has allways been superior fast
- Most important thing for me has been the trust that my money is safe when i deposit there and if encounter some issues or errors they dont try to screw me up
- They had payment issues some time ago and they admitted it, they didnt try to make excuses and delays.

I stopped playing for a while since i made mistake and made deposit accidentally with my wifes card and therefore i couldnt use my account until migration.
I made one deposit after migration and games worked little slow, no errors etc... And i believe it was just because migration process and everything wasnt as ready as it was supposed to be.

I believe they will fix all the problems listed here, since imo they listen players!
Best of luck to get through BBF!!!

 

[vinylweatherman]

Good afternoon!



The issue with the Polish player was calmly discussed with Max at the time and an agreement was reached, which the player quickly accepted. The full case hasn’t been posted in the thread, so I believe the full picture isn’t being truly discussed. But since a settlement between player and casino was reached, I believe this case to be closed.


However, I do want to express my disappointment that Chance Hill is being judged on this case when we aim to be quite the contrary: transparent. We humbly accept there’s room to improve (in fact, we have undergone a platform migration because we detected the past one’s limitations), but that’s exactly the reason why we were so eager to undergo the baptism by fire. The opinions of players with expertise such as you are our main growth tool. We want you to be harsh, to point out our limitations, to suggest improvements. And I guarantee that those errors will be fixed in order to meet your quality standards by the end of this process. Every post on this thread is discussed in our morning meetings.



Feel free to drop by chat and speak with our chat agents. Unlike many other casinos, every member of our team has full authority and the ability to discuss Chance Hill’s situation and ambitions. That’s one of the advantages of having a small team J



In conclusion, we see baptism by fire as a way of actually improving, we try to get by as well as we can. If one of our terms is confusing, we’ll change it. If a player has an issue, we’ll discuss it with him honestly and openly.
If you guys are ever around Madrid and want to have a beer to discuss what we can improve, just let us know!

Unfortunately, it seems the player wasn't as accepting as you and Max thought, as they later came back and said that all they got was their deposit returned, and it wasn't something they accepted, rather something they grudgingly put up with.

However, this is more than a case of a player not reading the terms, the player was sent an email SPECIFICALLY telling him that his country was now eligible for bonuses, and this must have come from the casino as it contained some of his personal details. On the strength of this email, the player later used a bonus offer that was emailed to him, and it was this that the casino reneged upon. The initial "your country is now eligible for bonuses" makes a considerable difference to how this case is being viewed. Had this email not been sent, it would have been an issue of the player claiming a bonus despite being in a banned country. Even this isn't acceptable where the offers are being emailed directly to the player by marketing, as opposed to them searching the fora for codes posted by other players in the hope of tricking the cashier into giving him a bonus he wasn't offered.

The weekend chaos could have been mitigated by informing players in advance that the usual and expected level of CS would not be available this weekend, rather than have players queued by the software for agents that were never there, or told "all our agents are busy, try again later" when the department was actually closed.