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Betchan Casino - Confiscated €2401 in winnings applying unfair bonus term

RESOLVED
JohnShit Norway
posted on January 3, 2018.

Betchan.com confiscated $2400 after claiming I had broken the terms from their bonus section.

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This was the email i got:

" Dear player,

The Security Department, after checking your games and bonuses decided that you are abusing the bonuses.

Bonus Abuse refers to players who are seen by casinos to be breaking the rules of a bonus offer, or taking undue advantage.

Due to that fact your winnings were confiscated, however the deposit you made remains in your account.

The decision of the Security Department is final and cannot be changed.

We are hoping for your understanding.

Sincerely,
Betchan Team."
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I belived there had been a mistake so I wrote them back asking for my bet history and what rule I had broken.

I got no answser, so I contacted them in their live chat and got this answer:

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"Dear player,

The Security Department, after checking your games and bonuses decided that you are abusing the bonuses.

Bonus Abuse refers to players who are seen by casinos to be breaking the rules of a bonus offer, or taking undue advantage.

Due to that fact your winnings were confiscated, however the deposit you made remains in your account.

The decision of the Security Department is final and cannot be changed.

We are hoping for your understanding.

Sincerely,
Betchan Team.
If a customer or group of customers are suspected to have taken casino offers for the purposes of abusing the promotion, betchan reserves the right to void the bonus and any winnings.
Abusing of the promotion means:
Making max allowed bets on high variance games in order to increase balance;
Decreasing stake after big hit and switching to low variance game;
Making deposits with only bonus promotions without free cash deposits;
Customer bonus ratio (deposits : bonuses) is more than 50%."

I responded in chat:
"So the problem is that I have claimed to many of your bonuses?
And instead of informing me about that I claim to many bonuses, you let me play and then wait until I win so you can take it?"

After I had written my respons, and it was marked as read bny the host" I got the information:

"Support Agent 4 has closed the chat."

______­___­___­___­___­___­___­___­___­___­___­___­___­___­___­___­___­___­___­___­___­______

During this deposit I had played with the same size of bet (5€), with only 3 different slots, all from the same provider. So my sure they tried to pin it to me almost always try to get deposit bonuses, so I dont lose my money so fast.

The bonus term I belive they mean I have broken, is also broken by all players that claims the first welcome bonuses. Since more than half of their deposit is followed by a bonus. So they can by their own term confiscate all winning from alle players that get the welcome bonuses,

I have been a member at this casino for over 2 years and I have made alot of deposits, but only one withdrawal before (mid 3-digit). I have never been told that I should stop caliming bonuses, in fact I got the bonus connected to this sent to my email adress with my name one it, so how should I know that if I was so lucky to win, it would all be taken away anyway?

To me this look just like a fraud to pay out as few people as possible. I have attached the documents that are relevant to this complaint, except my bet history since I can fint it in full and the I never got an answer on the email. And the chat host closed the chat when I asked for it

I dont think that the player community, askgamblers, Direx N.V (Betchans mothercompany or their licensegiver, think it is ok to push a bonus on someone and then take the winnings if the players happens to win and put it in their own pocket if the players loses.

posted on January 3, 2018.

Dear Johnshit, we will review your case and get back to you shortly.

Thank you,

BetChan Casino

JohnShit Norway
posted on January 5, 2018.

Hi BetChan. I have not heard from you since I was tod you would get to me shortly, except the promomail I got about a new years bonus.

The fun part in that promo was the ending:


"Meanwhile, New Year's Eve's Tournament continues! Just to remind you that all players are welcome to participate in all tournament rounds without any restrictions"

Have you changed your policy that you dont have to have more deposits without bonuses than with, or just a misscommunication between your promo appartment and security appartment?

posted on January 5, 2018.

JOHNSHIT, please do take patience. We are working on your case.


Regards,
BetChan Casino team

AskGamblers
posted on January 9, 2018.

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Betchan Casino management will soon jump in with an update on this complaint.

JohnShit Norway
posted on January 9, 2018.

Yesterday it was Monday and a lot of other casinos owned by Direx Limited have special monday bonuses and decided to ask around if only depositing when there is bonuses is available is a justable reason to coniscate winning. Check attachements.

Ps: No, they dont think so.

Ps2: I also asked Betstreak.co and they did not think it was bonus abuse either. But I had problems getting the chat history.

So 4 out 4 think of your sister casino dont think it is bonus abuse,how should I think it was? Especially without a warning.

Please just admit you made a mistake and refund my winnings.

posted on January 10, 2018.

Hello JohnShit and AG team!


We have sent email to AskGamblers team and looking forward to reply.


2 JohnShit: Rudi, you do agree that you have deposited only to get bonus and play at our Casino. By registering at BetChan Casino you did agree with our terms and conditions which does follow:

If a customer or group of customers are suspected to have taken casino offers for the purposes of abusing the promotion, betchan reserves the right to void the bonus and any winnings.
Abusing of the promotion means:
Making max allowed bets on high variance games in order to increase balance;
Decreasing stake after big hit and switching to low variance game;
Making deposits with only bonus promotions without free cash deposits;
Customer bonus ratio (deposits : bonuses) is more than 50%.


We dont have to inform you about your current bonus ratio and bonus status. Please note, we have returned your last deposit so you can withdrawal/play with it. If you do not like our services or terms and conditions, please do not use BetChan Casino to play at.

Thank you for understanding,


Regards,
BetChan Casino team

AskGamblers
posted on January 10, 2018.

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of BetChan Casino where it is clearly displayed that player's bonus ratio is more then 50%. The player by this act breached Betchan Casino term #1.11:

...Abusing of the promotion means:
- Making max allowed bets on high variance games in order to increase balance
- Decreasing stake after big hit and switching to low variance game
- Making deposits with only bonus promotions without free cash deposits
- Customer bonus ratio (deposits : bonuses) is more than 50%.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for BetChan Casino.

While AskGamblers Complaints Team is adamant in its position that rules are set for a good reason and must be followed, considering the number of complaints cases referring to the aforementioned terms we received recently as well as the fact that their current wording leaves too much room for different interpretations, we strongly encourage BetChan Casino management to consider possible amendments of the discussed bonus rules towards more clarity and the avoidance of similar misunderstandings in the future.

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