Baptism by Fire Chancehill giving it a go

[jacko10]

awaiting verification

signed up this morning as i like trying new accredited casinos through this forum , just made a withdrawel and uploaded my docs for verifaction
chat seems very good to be honest
hopefully no probs but do like this casino

 

[vinylweatherman]

Just a quicky re my previous post.

I submitted ID, but my telephone bill was rejected (contract mobile phone bill dated this month) with no reason. I then upload a water rates bill dated May 2016 (so within the 3 month requirement) in my name - again this was rejected and no reason supplied in the e-mail. I have no other recent utility bills to submit as they are in my wife's name and are paperless billing. My drivers licence (which clearly shows my address) and cards were fine. I haven't had issues being verified at other MT Securetrade casinos under the same licence number and using same format of ID.

Rafelito - can I submit a PDF bank statement even though it asks for a utility bill to verify address? I have already asked support, but no reply yet and really want this clarified since my account had been fully operational for a little while now and has appeared to stumble upon this withdrawal request.

Not a moan or gripe (casino has been great for me), just a little issue needing to be sorted and perhaps clarification on why the ID is being rejected in future?

Mobile bills tend to get rejected. However, the water bill should not be a problem. Has it been scanned/photo'd so that all 4 corners are clearly visible? Is it at least 300dpi quality? Does it show your name and address as registered at the casino? These are all common problems that cause documents to be rejected.

The PDF bill is likely to be rejected, you should have printed it off and scanned it, and then just sent it without further explanation. In general bank statements are just as good as utility bills. In fact, anything that is addressed to you and clearly dated within the last 3 months, provided it comes from a verifiable source, such as government, a bank, energy company, etc, will suffice under the anti money laundering regulations as a proof of address.

 

[RichyJ75]

Mobile bills tend to get rejected. However, the water bill should not be a problem. Has it been scanned/photo'd so that all 4 corners are clearly visible? Is it at least 300dpi quality? Does it show your name and address as registered at the casino? These are all common problems that cause documents to be rejected.

Well, I took a photo of it using my phone and all corners are visible, except for bottom right corner as I tore off a tiny piece to cover the 3 digit number on back of credit card!! I can read it adequately well both on my phone and computer screen, so not sure of the issue. All name and address details tally up.

Think I will try it again and see what happens!

 

[vinylweatherman]

Well, I took a photo of it using my phone and all corners are visible, except for bottom right corner as I tore off a tiny piece to cover the 3 digit number on back of credit card!! I can read it adequately well both on my phone and computer screen, so not sure of the issue. All name and address details tally up.

Think I will try it again and see what happens!

That might actually be your problem as far as front line CS are concerned. They can't see one of the corners as a corner, so it's summarily rejected before they worry about whether or not they can read it.

There was another case elsewhere of a player so frustrated with having his document constantly rejected for being "blurred" and "unclear" that he posted it on the forum (with personal details covered) to prove that it was actually possible to read what was written on it without any trouble. It seems that when they say "blurred" and "unclear", they mean something different to how players interpret it, which is that it's not possible for the verification team to make out what's written on it in order to check that the address matches what has been registered with the casino.

 

[The Viking]

I recall having to chat with CS about not receiving a bonus and it was dealt with pretty sharpish. Their CS staff are very personable and helpful.
I keep posting in here about positive things in order to address the balance a bit because historic events with the casino has little baring on how they approach future business or customers so I really think they deserve a bit of a break for sticking their heads on the line so publicly in CM.

and so they did got this mail i didnt mail my self so kudos to them
Hope my email finds you well.

I'm writing to you because I've noticed you didnt get the spins on When Pigs Fly yet.

I have added 12.5€ to your account (same value as 25FS on that game) to play them.

Let me know if you need anything else,

Have a nice day,

Best Regards,

 

[jacko10]

fully verified

signed up this morning as i like trying new accredited casinos through this forum , just made a withdrawel and uploaded my docs for verifaction
chat seems very good to be honest
hopefully no probs but do like this casino

all verified in a decent time frame ,excellent customer service withdrawel approved
big thumbs up from me
well done especially javier for helping to get my docs uploaded properly and push my withdrawel through

 

[rafelito]

Just a quicky re my previous post.

I submitted ID, but my telephone bill was rejected (contract mobile phone bill dated this month) with no reason. I then upload a water rates bill dated May 2016 (so within the 3 month requirement) in my name - again this was rejected and no reason supplied in the e-mail. I have no other recent utility bills to submit as they are in my wife's name and are paperless billing. My drivers licence (which clearly shows my address) and cards were fine. I haven't had issues being verified at other MT Securetrade casinos under the same licence number and using same format of ID.

Rafelito - can I submit a PDF bank statement even though it asks for a utility bill to verify address? I have already asked support, but no reply yet and really want this clarified since my account had been fully operational for a little while now and has appeared to stumble upon this withdrawal request.

Not a moan or gripe (casino has been great for me), just a little issue needing to be sorted and perhaps clarification on why the ID is being rejected in future?

Hello RichyJ75,

Just PM'd you

Best,

Rafelito

 

[RichyJ75]

Cheers Rafelito.

Just to update the thread, I chatted to CS late last night and the helpful chap I spoke to checked and approved my account there and then, so now fully operational again!

Thumbs up to their support - prompt, friendly and efficient!

 

[xxshepxx]

Tried another deposit here yesterday.

Much improved. All games seem to be working again, havent had to call on live chat yet, maybe manage a small withdrawal which I will go ahead with and see how smoothly it goes.

 

[Birdy84]

not bad

Decided to give them a try and deposited yesterday, through most of my play the games were fine but i did have some disconnects on netent and mg slots . CS live help very quick and helpful, one little gripe through i uploaded all my documents before i started playing i then had a request to upload the front of my card, which i had done but did it again, then i had another email request the next day telling me to upload the front of my card so i have uploaded this document to their site 3 times now, not had any confirmation on everything being verified so they seem quite slow on verifying accounts. Have now put in a withdrawal request via bank transfer so i will update with how long this takes to be processed later. Overall as long as there are no further issues with documents or my withdrawal i would play here again.

 

[Deeplay]

Sorry but not a good experience at all. Opened a chance hill account before they came to MT secure trade. Since then my address has changed as moved house. Spoke to live chat 3 days ago as we can not update address online. So I gave them the information. They told me it would be updated within 24 hours. Today I check still showing old address. Went through to support who said sorry have to resubmit address change. So I am waiting again. No email confirmation was sent - no acknowledgement nothing. Would not like to think how things would go if there was a more serious issue. But its these aspects of a casino operations which dont fill me with confidence. So I will deposit at Royal Panda instead as right now Chance Hill have dropped the ball on something that should actually take no more than a few minutes to do not 3 days. Bad experience for me im sorry to say. As a player in a market which truly is the players choice I expect a much higher level of service which in this instance has not happened. So I vote with my wallet.

 

[rafelito]

Sorry but not a good experience at all. Opened a chance hill account before they came to MT secure trade. Since then my address has changed as moved house. Spoke to live chat 3 days ago as we can not update address online. So I gave them the information. They told me it would be updated within 24 hours. Today I check still showing old address. Went through to support who said sorry have to resubmit address change. So I am waiting again. No email confirmation was sent - no acknowledgement nothing. Would not like to think how things would go if there was a more serious issue. But its these aspects of a casino operations which dont fill me with confidence. So I will deposit at Royal Panda instead as right now Chance Hill have dropped the ball on something that should actually take no more than a few minutes to do not 3 days. Bad experience for me im sorry to say. As a player in a market which truly is the players choice I expect a much higher level of service which in this instance has not happened. So I vote with my wallet.

Hey Deeplay,

Could you pm me your email, I will look into this.

My apologies.

Rafelito

 

[rafelito]

Decided to give them a try and deposited yesterday, through most of my play the games were fine but i did have some disconnects on netent and mg slots . CS live help very quick and helpful, one little gripe through i uploaded all my documents before i started playing i then had a request to upload the front of my card, which i had done but did it again, then i had another email request the next day telling me to upload the front of my card so i have uploaded this document to their site 3 times now, not had any confirmation on everything being verified so they seem quite slow on verifying accounts. Have now put in a withdrawal request via bank transfer so i will update with how long this takes to be processed later. Overall as long as there are no further issues with documents or my withdrawal i would play here again.

Hello,

Thanks for your comments, I have checked and all should be fine now

Regards,

Rafelito

 

[Deeplay]

Hey Deeplay,

Could you pm me your email, I will look into this.

My apologies.

Rafelito

Will do thanks

just checked and still my old address - 4 days now at least since asking.

 

[Deeplay]

Well the saga continues. Got an email saying my address was being updated.

It still has not. I sent a stack of documentation to prove my new address. Checked after getting validation email they were changing my address.

Day 5 it is still show my old address.

Went to support they asked me (for around the 4th time now) for my (new) address

more apologies and a promise they would update the address. Then asked me if I can send documentation in ???? already done this. Hours ago.

So still stuck on this. Not blaming CS they only work from the information they are given and have but something is wrong with the system for it to take so long to update an address.
The excuse that the KYC department is very busy is of absolutely no interest to me. I am a player wanting to deposit and will not deposit until my details are correct. Just finished with live chat they
now CANT see any proof of address. Useless. I uploaded this 8 hours ago. I am not going to bother uploading a second time because now it tells me if they can not take care of sensitive information
which they have now lost meaning my proof of address and other information they cant be trusted at all. When I upload very personal information I expect it to be protected at ALL times. Now support tells
me they cant find it.

I wont SE with Chnacehill as they are other sites in this group which I enjoy playing at but wont be depositing again here. This one for me is a fail. Support was polite but did not resolve my issue.
The back end from my point of view have some very serious issues.

 

[jacko10]

fees

just noticed as well you charge fees to deposit fair enough but you also charge fees to withdraw

 

[rafelito]

Well the saga continues. Got an email saying my address was being updated.

It still has not. I sent a stack of documentation to prove my new address. Checked after getting validation email they were changing my address.

Day 5 it is still show my old address.

Went to support they asked me (for around the 4th time now) for my (new) address

more apologies and a promise they would update the address. Then asked me if I can send documentation in ???? already done this. Hours ago.

So still stuck on this. Not blaming CS they only work from the information they are given and have but something is wrong with the system for it to take so long to update an address.
The excuse that the KYC department is very busy is of absolutely no interest to me. I am a player wanting to deposit and will not deposit until my details are correct. Just finished with live chat they
now CANT see any proof of address. Useless. I uploaded this 8 hours ago. I am not going to bother uploading a second time because now it tells me if they can not take care of sensitive information
which they have now lost meaning my proof of address and other information they cant be trusted at all. When I upload very personal information I expect it to be protected at ALL times. Now support tells
me they cant find it.

I wont SE with Chnacehill as they are other sites in this group which I enjoy playing at but wont be depositing again here. This one for me is a fail. Support was polite but did not resolve my issue.
The back end from my point of view have some very serious issues.

Should be fixed, just PM'd you

 

[Deeplay]

Should be fixed, just PM'd you

Hi finally it is fixed thank you.

 

[colinsunderland]

Should be fixed, just PM'd you

This is, in my view, exactly the type of things casino's should be avoiding. 5 days to change an address? I would have gave up after 2 and closed my account.
To me, if it takes 5 days to do something that I have done on other sites in under 3 minutes, then I think, what will it be like if I have a serious problem that I would expect a decent site to take a few days to sort out? How many months would it take you?
No reason for customer support to ask for the new address 4 or 5 times, it should have been done first time.

 

[rafelito]

This is, in my view, exactly the type of things casino's should be avoiding. 5 days to change an address? I would have gave up after 2 and closed my account.
To me, if it takes 5 days to do something that I have done on other sites in under 3 minutes, then I think, what will it be like if I have a serious problem that I would expect a decent site to take a few days to sort out? How many months would it take you?
No reason for customer support to ask for the new address 4 or 5 times, it should have been done first time.

Hello Colin,

Address can be changed in minutes, but for it to be verified it might take a bit longer.

The issue here was that we were changing an address and re verifying it. Took longer than normal, but it is now all solved.

Best,

Rafelito

 

[colinsunderland]

Hello Colin,

Address can be changed in minutes, but for it to be verified it might take a bit longer.

The issue here was that we were changing an address and re verifying it. Took longer than normal, but it is now all solved.

Best,

Rafelito

But he was asked for the new address 4 times on different days, therefore it wasn't changed in minutes.

 

[demonj]

Giving you guys a try right now (didnt wanna play at all at first) 4 hours more then of rest for a deep sea fishin trip will post more tomorrow

 

[spintee]

I think there is a little glicth in the terms, I am not the best of readers so forgive me if I am wrong,

Bonus abuse.
Chance Hill management reserves the right to void any bonuses and/or winnings obtained by fraudulent behaviour.
Games with 0% contribution (listed above) may not be played while wagering a bonus. If a player plays games with more than 0% contribution, winnings will be forfeited.
Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited.

I may be reading wrong but more than 0% contribution ? most games (slots) are 100% contribution so by them rules we canot play them,

 

[asm]

As posted in the previous thread, I had a good experience here and would recommend it

 

[dunover]

I think there is a little glicth in the terms, I am not the best of readers so forgive me if I am wrong,

Bonus abuse.
Chance Hill management reserves the right to void any bonuses and/or winnings obtained by fraudulent behaviour.
Games with 0% contribution (listed above) may not be played while wagering a bonus. If a player plays games with more than 0% contribution, winnings will be forfeited.
Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited.

I may be reading wrong but more than 0% contribution ? most games (slots) are 100% contribution so by them rules we canot play them,

LOL....You'll be playing with a perpetual bonus.

I don't think I've ever seen a new casino go live that checks the generic terms for mistranslations and errors.