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BetChain Casino - Bonuses Not Being Given After Cashing Out

RESOLVED
Complaint Info
Disputed casino BetChain Casino
Reason Bonus not given
Posted on July 11, 2017

It pains me to have to call Betchain Casino out on their "practices" but I feel like people should know what is going on and be informed about Casino practices before spending hard earned money and having to experience what others already had.

I have been playing at Betchain Casino for a number of years now and have been pretty impressed by them up until the last 2 or so weeks. In 2016 they didn't have 24/7 chat support and had long delays (up to a week) when responding to emails... I understood that they were busy and did not have that many people working for them at the time. When chat support became 24/7 the casino was blowing all other casinos out of the water with bonuses and customer support. Chat support specialists were informative, kind, and generous.

Fast forward to 2 or so weeks ago...

I finally cashed out a couple pretty big wins in a row (not even a bitcoin) and all of a sudden I have a VIP Bonus Manager who is only available to talk through email... He sends me bonuses which I then can not receive because chat support specialists suddenly can not issue bonuses only the manager can... Then when I want to receive my bonus, all of a sudden I was suppose to contact my VIP Manager before making a deposit to discuss the bonus he offered me with the terms clearly written out. Deposit over 0.05 receive... Deposit over 0.1 receive... valid until... When I deposited and asked chat support for the bonus I was told has to come from manager... blah blah blah... then I am all of a sudden unable to send emails to anyone from the website and start receiving this message (see attached file) even when replying directly to emails sent by my VIP Manager and when sending an email to any other casino Manager I had previously dealt with. I have tried different browsers, cleared flash, cookies, tried different devices, went to other internet hotspots... nothing has worked.

So as of now I am out 120 free spins and either a 50% bonus on my deposit of 0.1 or 10% cashback for that deposit which I should have received anyway considering I deposited on a Sunday and you get 10% cashback on deposits on Sunday (which is not clear in their VIP terms)

Now support wants to offer me a bonus that they say they can issue but only if I deposit another 0.05... Then chat support can now issue the 60 free spins for those deposits which since my previous large deposits they have told me they can not.

I don't know what is going on with Betchain but they are really really messing up.

I am not asking for anything free either I am simply asking to be issued bonuses I deposited to get and didn't receive and have been trying to receive on every level for over 2 weeks.

Posted on July 11, 2017

Hi Anna,

As noted on your complaint on another forum, our email system was down over the weekend but is back up now.
Your bonus ratio is 43%, I am sorry you are unhappy with your bonuses.
I will have Carlos contact you.
In the meantime, please would you forward me your offers from Carlos to suppor­[email protected]­etc­hai­n.com?

Best,
Brian

Posted on July 11, 2017

Hi Anna,

So sorry, I didn't address the title of your complaint. Your account shows many bonuses credited since your last withdrawal.
Best,

Brian

AskGamblers
Posted on July 14, 2017

Dear @AnnaDawnEarly,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly. Thank you for your cooperation.

Posted on July 15, 2017

Yes, I have tried contacting Betchain in regards to this time and time again and no one can help me. I have had one chat support agent who was able to issue almost all bonuses I was offered except for 2 x 50 free spins. I also do not understand why now all of a sudden they do not take into account multiple deposits on the same day totaling more than 0.05 or 0.1... is money different when it comes from different accounts or gets approved at different times? This casino is straight shady. I have been told time and time again for the last couple of weeks that only a VIP manager can give out bonuses but now chat can do it as well... Then when you actually believe them and deposit you are told that nope doesn't count because it wasn't a bonus shown on the page or offered from your VIP Manager.

Deposits that meant nothing

June 22, 2017 13:11 Accepted Deposit Cubits 0.05000000 BTC
June 22, 2017 11:36 Accepted Deposit Cubits 0.05000000 BTC

June 23, 2017 23:01 Accepted Deposit Cubits 0.04967762 BTC
June 23, 2017 14:43 Accepted Deposit Cubits 0.03000000 BTC

June 24, 2017 18:26 Accepted Deposit Cubits 0.00761942 BTC
June 24, 2017 09:47 Accepted Deposit Cubits 0.00134614 BTC
June 24, 2017 06:38 Accepted Deposit Cubits 0.01746881 BTC
June 24, 2017 06:12 Accepted Deposit Cubits 0.00256697 BTC

June 25, 2017 11:29 Accepted Deposit Cubits 0.09000000 BTC
June 25, 2017 05:58 Accepted Deposit Cubits 0.01700000 BTC

June 27, 2017 20:33 Accepted Deposit Cubits 0.10044340 BTC
June 27, 2017 20:15 Accepted Deposit Cubits 0.02000000 BTC
June 27, 2017 10:28 Accepted Deposit Cubits 0.02000000 BTC

June 28, 2017 09:38 Accepted Deposit Cubits 0.02000000 BTC
June 28, 2017 08:18 Accepted Deposit Cubits 0.03900000 BTC
June 28, 2017 06:54 Accepted Deposit Cubits 0.02427000 BTC
June 28, 2017 06:04 Accepted Deposit Cubits 0.03000000 BTC
June 28, 2017 03:02 Accepted Deposit Cubits 0.01000000 BTC
June 28, 2017 02:30 Accepted Deposit Cubits 0.01000000 BTC

Posted on July 16, 2017

Hi Anna,
I am sorry you feel this way. I have attached screenshots of your recent bonus and free spins bonus history.
Your account shows your bonus ratio is 43%.
Carlos offered you the bonuses for deposits of 0.05 BTC or 0.1 BTC not cumulative deposit amounts. That has been our policy since 2013.
Best,
Brian

AskGamblers
Posted on July 19, 2017

Dear @AnnaDawnEarly,

Please let us know if you satisfied with casino's response? Please keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.


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