Complaint #36 Betcoin Casino

Complaint due to the locked account and withheld balance

By Chioma E.

1 week ago

Date of Incident: October 5, 2026

What Happened

1. Delayed Payout & KYC Request: I requested a cashout on October 5, 2026. After waiting hours past their usual processing time, support emailed me a link to complete identity verification through Shufti Pro. 

2. Broken Verification Link: I tried to complete the verification numerous times, but their portal kept glitching. The live video recorder just kept looping endlessly, it wouldn’t auto capture and the stop button stayed greyed out and unclickable, so I couldn't do anything nor finish it. 

3. Support Refused to Help: I sent emails and video proof of the broken link and verification portal to Betcoin support (agent "Shane"). Instead of helping or letting me email my documents, they ignored the video and the technical issues I complained about and repeatedly claimed "everything is working fine". 

4. Account & Chat Blocked: When I brought up the technical issues again with live chat agent "Steven," because conversation with Shane wasn’t going well as he kept dismissing my complaints and gaslighting me, Betcoin (Steven) immediately locked my account and cut off my live chat access. 

5. No Resolution: They shoved me over to email support, where they refuse to address their portal's glitch or process my withdrawal. Saying let us know when you’re able to complete verification. 

I’d appreciate if AskGamblers assists in getting Betcoin.ag to:

* Unblock my account and restore my live chat access. 

* Provide a working way to verify, either by fixing their portal or letting me send my documents directly via email. 

* Release my money and send my pending withdrawal to my wallet. 

Evidence Attached

* Screenshots of Email Thread: Showing support repeatedly ignoring the video proof and dismissing the technical issue.

* Screen Recording: Video showing the Shufti Pro page looping endlessly with broken (greyed out) button(s). I did a separate screen recording of their live video verification portal without my ID and documents specifically for this complaint: (https://drive.google.com/file/d/1SCl5_P3262dAy0ABGFssTl5CtFc6nNEG/view?usp=drivesdk)
 
* Screenshot of Blocked Account: Proof that my login and live chat were cut off right after I asked for help.

Disputed Casino Betcoin Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

6 days ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Betcoin Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Betcoin Casino

• Representative

6 days ago

We have concluded the review and have confirmed that the user is in violation of our terms of service, regarding attempting to defraud our verification process.

9.10 Betcoin reserves the right to check player’s identity (KYC procedure) prior to processing payouts and to hold withdrawals for the time needed to check the player’s identity. KYC verification must be completed from the same device and connection used to place bets. Any attempt to falsify KYC will result in suspension.

We have sent evidence of the violation to the AskGamblers team.

Betcoin Casino

• Representative

1 week ago

Our management and security team will review and a more detailed update will be given within 3 business days. If the player attempts to reply here, during that period, we will reply, but with no additional information. That's because we value our response times, which we think are the best in the industry. The player should wait and we will provide the full details of our findings, as soon as possible.

Chyrigel

• Nigeria

1 week ago

Just updating the thread. This issue has not been resolved.

My account is still blocked as I write this. I have not received my requested withdrawal either, nor can I access my funds.

Betcoin Casino Complaint Stats

Resolved 10 / 10

Avg. Amount $18

Avg. Complaint Duration 4 days

Avg. Response Time 1 day

Betcoin Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 7 out of 7 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

Betcoin Casino Complaints

See all complaints for this casino

Block Account after 1 day for NOTHING

I opened an account with Betcoin.ag on September 11 and made a deposit (300 €) using cryptocurrency.

After only one day, my account was suddenly blocked and suspended without any clear explanation.

Since then, I have tried several times to contact Betcoin.ag support via email and live chat, but I have received no response at all.

During the short time my account was active, I played blackjack and also placed sports bets. I had approximately €500 in winnings, although I cannot confirm the exact balance because I no longer have access to my account.

At the moment, my account remains blocked, my funds are inaccessible, and Betcoin.ag is not responding to any of my attempts to contact them.

I would therefore like Betcoin.ag to explain why my account was suspended and to restore access to my account and funds, or process the withdrawal of my remaining balance.

The complete lack of communication is very concerning, especially as the account was blocked after only one day.

Resolved

Withdrawal blocked and account blocked

I deposited $800 and successfully withdrew $400 without issue.
When I requested a subsequent withdrawal of $300 from a balance of approximately $900, my account was blocked. Betcoin support responded citing "sportsbook abuse" without specifying which bets or activity constitutes the violation.
My betting activity consisted solely of standard football and tennis markets. I have requested clarification on the specific violation in writing and have not received a substantive response.
I am also aware that Betcoin's Terms of Service references the Curacao Gaming Authority as the designated complaints body, and that this authority ceased operations in August 2024. There is therefore no functional regulatory body to escalate to, which I am noting as part of this complaint.
I am requesting the release of my full account balance.

Resolved

Absolute silence regarding my account

Hello, I'd like some help resolving a problem I'm currently having with the betcoin.ag casino. I registered a couple of weeks ago after reading very good reviews and seeing a high rating. I also contacted the chat to see if I was a welcome user, and after realizing I was eligible, I registered and started playing. However, after a couple of days, I was surprised to find that I couldn't withdraw my money, redeem shop points, or deposit funds. I'm getting an error message on my account that says "Something went wrong." I then contacted the chat, which wasn't entirely satisfactory, and they told me to send an email. I did so through the platform itself, and it's been almost seven days now. I haven't received any response, I can't withdraw my funds, I haven't been asked for any documents, nothing at all. I haven't received any response from the betcoin team. I would appreciate your help in expediting this process and finding out what's wrong. What should I do to continue using my account? Given the site's good ratings, I didn't expect to encounter a problem like this.

My current balance is: 584.729918 USDT

I've attached a screenshot of the error my account is displaying and hope for a prompt resolution. Thank you in advance.

Resolved

Waiting for my withdrawal funds

Hello, I need your help.

I registered on this website two weeks ago, deposited funds, and placed a successful bet. After my first win, I noticed I couldn’t withdraw, so I contacted support. They directed me to email the support team, which I did. They asked for verification, which I completed successfully, and then my withdrawal went through.

However, after my second win, I still couldn’t withdraw my funds. This time, neither the chat support nor the email support is responding. On the withdrawal page, it shows “something went wrong.”

I have tried all possible ways to contact support, but have received no response. I kindly request your assistance in resolving this issue so I can access my funds.

Thank you.

Resolved

$182

Account closure without explanation and refusal of returning funds

I deposited 1000 USD in crypto to my Betcoin account, but my account got locked immediately without any reason. I have attached screenshots of my conversation with Betcoin, and their customer service is very unprofessional and keeps asking me about my relationship to someone named Jesse. Betcoin refuses to return me my money and started an investigation on me. Betcoin promised to conclude the investigation within 60 days, but it has already been over 60 days and I have not heard anything from Betcoin. This is clearly a scam, since I did not break any T&Cs and did not even have an opportunity to place a single bet, because as soon as I deposited, my account got locked.

Resolved

Account closed while funds withheld

I have played at Betcoin for about two weeks. I have placed around 30-40 bets during this period.

I might have won about 1000$ during this time period.

All of a sudden they have blocked my account and withheld the funds.

I have attached the screenshots showing the balance I had and two of the pending bets before my account access was revoked.

Resolved

Betcoin Disabled account

For the past four days, I have been unable to log in to my Betcoin account, receiving the message: "This account is disabled." I initially reached out to customer support, but they informed me that they couldn't assist and directed me to an email address. Since then, I have sent multiple emails daily without receiving any response or acknowledgment.

After that, I submitted several support tickets, but I have yet to receive any reply. Over the last two days, I have also attempted to reach customer support via live chat multiple times, but no one has responded—not even with a greeting. I have waited for hours without any acknowledgment.

I have a large amount of money in my account and need clarification regarding my balance, as well as an urgent withdrawal. I’m unable to determine the exact amount since I had pending sports bets the night my account was unexpectedly closed without any explanation from the site.

Please, help me.

Resolved

Account Disabled for no reason

Few days ago i made my registration and first deposit at betcoin.ag I placed a few bets and next day.

When I tried to login for my surprise I receive a message that my account is disabled.

I went to chat but nobody answers there, I sent many email also without any reply and I cant withdrawal my money inside because they don't say why my account is disabled.

Resolved

Withdrawal stopped

Hello

I have problems with bookie betcoin.ag they say that they are unwilling to send me money due some kind investigation on the match that I bet. The bet is accepted and it is put as a win.

Can you please help me, they are just doing everything they can to not payout my winnings that I place bet on.

I am feeling really desperate, please help me.

Kind regards.

Resolved