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BetChain Casino - Disables and closes account, refuses to provide proofs for the alleged accusations

RESOLVED
Complaint Info
Disputed casino BetChain Casino
Reason Account closure
Amount BTC 0.01
Posted on June 8, 2017

My name is Kenny.

I was referred to Betchain.com by a friend who is a high-roller gambler with Bitcoin at every major BTC casino website. He recently signed up at Betchain and received 10 free spins on the "Book of Pyramids" slot machine by Softswiss.

My friend ended up meeting the playthrough requirements, which he said was "crazy that I even got that far!", meaning most casinos will never even provide enough luck to beat the playthrough requrement of no-deposit bonuses.

He requested a withdrawal of .1 and was told to verify his account with a selfie of his face next to his ID. We are from the same state.

He was verifed quickly and was informed that the maximum cashout for no-deposit bonuses was 0.05 BTC, which was then sent, successfully, to my friend's provided and confirmed Bitcoin wallet address. He provided to me the transaction ID for showing the transaction from Betchain to his wallet, which can be found here:

https:­//b­loc­kch­ain.in­fo/­tx/­ac5­496­13f­ea3­b09­b9f­657­518­a4e­d35­410­cf3­163­89f­0bc­af9­8aa­023­bf4­a85ad09

Note the "amount of BTC transacted: 0.05BTC" is precise.

I signed up at Betchain following my friend's reccomendation and was given the same 10 free spins and apparently the same good luck, since after a good 2 hours of play, I had worked my bankroll up to the maximum cashable 0.05 BTC amount and met the playthrough requirements.

I submit the request to withdrawal 0.05BTC (screenshot attached), and received a confir­mat­ion­-of­-wi­thd­raw­al-­address email from betchain, which I did confirm (note the purple 'link has been clicked' color of the word 'confirm') which I have also attached a screenshot of, and then waited for any further instruction.

I clicked on the "Balance" tab of my account page, only to get booted from the page and returned to the public home page where big red letters informed me that "Account Has Been Disabled."

I attempted to log in, hoping that this was just a glitch or hiccup in their software, only to find that the same discouraging message.

Obviously, I feel cheated. I open the casino's live-chat and within a minute am connected to an unnamed support person. Screenshots of conversation are attached.

I inquired as to why my account was disabled after I had already confirmed the payput via their email link.

I was not informed of any other evidence or rules violations other than what the Betchain support person referred to as "the presence of duplicates". He/she did not cite any particular rule or term section or identifier for reference, basically saying "look it up yourself".

I attempted to inform the support person that I'm using a pubic LTE data connection like a lot of people do, which would possibly explain the "duplicates" diagnosis if it were true.

No care was given.

I have attached images of the support chat conversation in two forms: the transcript emailed to me following the conversation, and my own screenshots of the conversation as it happened.

I do not have duplicate accounts anywhere. It's a common-sense, logical rule of all online casinos, and you risk not receiving payouts because of it.

My opinion is that Betchain is using this perceived notion of the "no multiple accounts" rule to selectively or non-selectively disable accounts who actually "beat the house" and thereby preventing the loss of cryptocurrency funds at a time when Bitcoin is at it's All-Time-High.

And then, when players ask why they're being screwed, the support can write them off and basically shoo them away without any true or definitive evidence or explanation of the cause of seized funds and/or closed accounts, because most people will just accept the fact that they got screwed and wak away.

I'm not accepting this as fair or even remotely justified. I'm not someone who walks away from unjust situations.

This is my warning to all prospective players of Betchain casino, bonus-users or not. Any casino company willing to steamroll and disable accounts, and rob players of earned winnings without any evidence, notification, or proper disclosure will no doubt throw you under the bus if you do ever so happen to net a big win.

I have redacted personal and identifiable information from my attachments due to the public nature of the complaints.

Posted on June 8, 2017

Hi,
Please would you send us your account information?
Best,
Brian

Posted on June 8, 2017

Hi Kenny,
Actually, you were not hard to find.
We found over 8 duplicate accounts, all using the same VPN from Canada, created the same time, all receiving an affiliate bonus which is NOT from askgamblers.
I'm sure you understand why duplicate accounts violate our Terms and Conditions.
Best,
Brian

AskGamblers
Posted on June 12, 2017

Dear BetChain Casino Casino,

Please provide evidence that player breached casino's terms and made multiple accounts. Aforementioned evidence please send directly to the AskGamblers Complaint Team at suppor­­[email protected]­a­s­kg­­amb­­le­r­s.com. Thank you in advance.

Posted on June 13, 2017

Hi,
We have submitted screenshots to askgamblers to show the duplicate accounts in question. We wish to resolve this complaint quickly and have emailed the player to submit a withdrawal for the maximum amount allowed from a no deposit bonus of 0.01 BTC.
I hope he posts when he receives his withdrawal.
Best,
Brian

Posted on June 13, 2017

Thank you, Betchain, for being compassionate in this matter. After handling this the way you did, you have earned my respect and thus I will be returning.

AskGamblers
Posted on June 13, 2017

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now. Thank you all for your cooperation.

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