Payment delays and misdirect

Dear Ask Gamblers,

I have had an issue with BetChaser which has gone on since 15th October.

My withdrawal was processed on 15th October, and the casino have provided a screenshot of this transaction. I didn't receive it, so I chased this up with my bank who tell me that the payment wasn't accepted because it was sent with MoneySend. As far as I know, this is a Mastercard facility.

The bank sent the money back to BetChaser, and provided me with the tracking number for that (available on request). I have provided Betchaser with bank statements from 1st October until 17th November which shows that the payment didn't arrive in my bank account.

This has turned into an absolute catastrophe with the bank telling me that the funds were sent back to the casino, and the casino saying they never received the payment sent back to them. The casino are refusing to chase this up with their bank, and provide their bank with the appropriate reference number.

As a result, I am now €900 out of pocket, because the casino are unable to find this returned payment.

It should not be my responsibility, the consumer, to sort these technical problems. I am having to make phonecalls and numerous emails to the bank/casino to find these funds and the casino seems to be at fault here.

It is now 1st December and of course the funds have not arrived yet.

I have attached a private file showing what Betchaser have last said. Again, they are sending a screenshot of the payment made to my account. Frustratingly, this is not even what I am disputing. I know the payment was sent to my account because my bank have told me they can see it coming in, but then it bounced back to the casino. The casino are failing to understand this matter, and instead keep telling me the payment was processed, and their responsibility in the matter is over.

I am now without my withdrawal, and I need the casino to please sort this issue properly

Matthew

The most horrible casino experience in my life.
First of all, it took me a day to pass verification in this casino. They are just rejecting your withdrawals and documents without sending you clarification - why it wasn't accepted. You have to write to via chat and ask them why documents were not accepted. After finally my documents were accepted - they told me that withdrawal will be crossed soon and I'll get my money in 72h time. After 5 days have passed, withdrawal is still in the same pending state. I've contacted them via chat - they just told me that there was a technical error with my request and I have to wait. How long to wait? No information. Looks like they are just withholding money using just whatever reason. If it was really a bug - they could at least offer me to withdraw money via different payment method - but no such option has been provided. And no time frame - in fact, they just told me to wait as long as they want.

Since several months I have issues with them when trying to log in.
I received an error message "failed to secure captcha" although I didn't receive a captcha or something.
I followed their instructions, clearing cookies, using other browsers, other devices (even a brand new laptop), nothing helped.
I told them about this. they were gonna fix it. Still nothing fixed till this date.
However I found one solution, when I used my iphone and try to log in (still got the same errors), if I waited long enough (my iphone would even go in sleep mode) and then re-open their home page, I suddenly was logged in.
Now I wanted to check my account, but now I even don't get that error anymore and my method with my iphone also doesnt work.
It stays stuck in the log in screen as seen in the attachment.
And everytime when I try to contact support, they always say the say thing, that I have to try later, use other device, they dont even try to read that I said that I already did all those things (you know the typical CS talk).
Now maybe I hoped that if askgamblers would contact them, they would give it a decent check instead of blowing me off.

Hey AskGamblers,

I deposited 25€ at Betchaser on 28.07.20 1:48 (Germany Time) with a 120% Deposit bonus.
I got an 2299€ win when i had around 1,2k Wager left. So i played around 1000+ Spins on Several Slots (1€ Bet) to finish my Wager.
Said and done, i had 1850€ left when i finished the Wager. After that my Balance jumped from 1850€ to 85€ for no Reason.

After that i was looking at my Betting history and noticed that my whole Betting history is deleted except 3-4 Bets.
i wrote with the live chat, but it wasnt helpfull at all.

*You rejected my last complain, because of the reason that the casino is investigate it (but i can say that they dont)

i hope you can help me here really, i have some Attachments uploaded aswell

*they had no Max-Cashout on this Deposit bonus, so the whole process makes no sense

On February 19th I won €4,359.8 at Betchaser Casino. I originally deposited with BTC. After winning they asked me for some documents for me to verify my account. My account was verified and I tried to withdraw. This is when the problems start.

Betchaser tells me that in order to receive payment I must use Ecopayz. They told me that if I did this instead of the lower limits they would allow me to withdraw all my winnings at once. This is a very strange request. I never deposited at Betchaser with Ecopayz and did not have an account there. I complied with Betchaser and setup an Ecopayz. Betchaser did not keep to their word. Instead they only sent €1,000 to my Ecopayz.

I then tried to withdraw the rest of my funds again to Ecopayz. Many days pass and the withdrawal keeps being cancelled. Live chat just keeps saying they will be in contact. One day when I am trying live chat again they tell me that I must submit another document. I was never emailed asking for this document and had to find out from live chat. I submitted the document and live chat verified it and assured me that I would now be paid. Days pass and the withdrawal is cancelled.

Betchaser contacted me after my last withdrawal is cancelled saying that I must withdraw to my original deposit option! I was only following their instruction by using Ecopayz. But I comply and try to withdraw to my original BTC wallet. The withdrawal is cancelled.

I complain many times to Betchaser and they finally respond. They say that in order to receive my winnings I must open an OrangePay wallet. I have never heard of them. But they say that I must open one or I will not receive my funds. Not only that but they say that I must make a deposit before withdrawing to confirm my deposit method. They did not ask me this for Ecopayz. I think it is crazy that they think it is okay to ask me to deposit more money to receive my funds. But the funny part is that even if I agreed to I would not be able to. On Betchaser casino there is no deposit or withdrawal option for any wallet called OrangePay.

I hope that Askgamblers can help me to recover my funds. But I must admit I am not hopeful because so far this is clearly rogue behaviour.

Hello, I created an account at the betchaser casino some time ago, 13/03/2020. I made a deposit of 5 euros (card payment), to date these funds have not appeared in the player's corner. I checked the bank account if the funds were withdrawn, then I wrote to the bottom bracket via online chat to describe my problem, in response I received information that I should write an e-mail to the bottom bracket with my data and attach a confirmation from the bank. I did so, yet on 13.03 I received feedback that my application was sent to the appropriate department. I waited two days and still no answer so I wrote once again on live chat I got the same answer again that my application was sent to the appropriate department, and there is still no funds at the player's corner. 16.03 I contacted the third and last time with the support (again the same answer) and there is still a lack of funds on the player's corner.

Betchaser had refunded me my deposits of 1177 euro on the 4//1/2020. Since then I have been trying to withdraw. According to withdrawal times, 72 hours max processing time. My first withdrawal of 1177 was attempted on the 4th using my deposit method, Visa. It was rejected several times without explanation. Then on the 9th,i was told I had no choice but to use ecopayz and quoted terms stating that the casino has right to determine payment methods.
So I get an ecopayz account which in itself took a day because of verification.
I make the withdrawal of 1000 euro using my ecopayz account since 1000 is max withdrawal and 1 withdrawal at a time. I wait till the 13tg,its still pending. I write via chat, via email, I'm told to just wait client, your request is being processed.
Now today, the 14th of January 2020,i receive an email saying that ecopayz isn't available in your region and I have to use jeton wallet or bitcoin! I have never used these wallets before and never used bitcoin.
Please help me get my withdrawal processed. I don't know why using visa is now impossible for withdrawals

I've sent them an email, that i wanted to close my account permanently, but i can now still log in, and thats now 7 days ago, because i've sent them my email on the 24th december!

So please close my account permanently and really forever, thanks!

Not any answer since seven days is really not fair!

1st i wanted to deposit with "Sofort" which is the cheapest and fastest way for deposits, but after they told me in the live chat, that i can't make bank transfers, they suggest me to make a deposit with an option, which is for bot sides deposit and withdrawals available.
Ok, so i've made my deposit which much more complicated and more expensive BTC, because there was also the option for withdrawals available.
BUT after i've made my €75.- deposit with BTC, they've deleted the withdrawal option for BTC!
Since you can only use the same method for withdrawals, which you have used for deposit, it definitely would not make any sense, to let you deposit with BTC, when you can't withdraw your money with it!
The problem now is, that i have no other option for withdrawing my money, since there are only someone, from which i've never heard before and they are also not available in my country (Austria)

The question is now, how can i get my money back, because €75.- is very much for me and if i knew this before, i had deposit this money on a another casino for sure.

So please help me here for a fair solution, thanks.