Complaint #46 Betchan Casino

Confiscated my winnings, refused to explain why

By shishim

9 years ago

07 March I made the first deposit and got the welcome bonus.
I used my own Neteller Account as deposit method.
I played Demolition Squad slot, Forest Tale slot and 3D Roulette.

During my play max bet was $5, according their T&C the max bet is 5.
I did not violate their T&C!

I fulfilled the wagering requirements for that bonus.
16 March I requested a withdrawal of $285 to my Neteller account.
I uploaded into gaming account my documents, namely Photo of holding ID, Photo ID and Proof of address.

Then they had closed my account and I couldn't log in.

In the live chat I was told that the betchan casino blames me for fraudulent actions. I asked them what did I violate, they said that they do not want to explain.

I did not violate the bonus rules and any other terms of their website.

They must have grounds to blame people and confiscate customer's winnings.
I'm not agree with them.
They must return the winning to my gaming account.

Disputed Casino Betchan Casino

Reason Terms violation

Discussion

AskGamblers

• Support Team

9 years ago

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of BetChan Casino where it is clearly displayed that player has abused promotions by placing max allowed bets on high variance games, and soon after the player won big switched to low variance game with decreased stakes. Moreover, players bonus ratio is more then 50%. The player by these acts 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

shishim

9 years ago

I would be happy to get a response from Betchan Casino.

Betchan Casino

• Representative

9 years ago

Dear AskGamblers Team,

We will provide the proof during the next week.

Betchan Casino Team

AskGamblers

• Support Team

9 years ago

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.

Betchan Casino Complaint Stats

Resolved 36 / 37

Avg. Amount $1,867

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Betchan Casino Complaints

See all complaints for this casino

Withdrawal pending forever

Hi,

I opened an account at Betchan Casino and made it thru all the verification process as they asked me (see attached file). I made several deposits without any problems, I did NOT take any bonuses with those deposits, the casino doesn’t offer any at the moment anyway except cash back. I won 495$ on June 30, which I wanted to withdraw because I was on a losing streak on their site. Several days pass by and my withdrawal is still in progress. Couple exchanges by email with the VIP manager assigned. Things move slowly. Apparently, the problem is with the payment provider. But I’m still in the dark right now.

Please help me resolve this case quickly

Resolved

$495

Denied account verification without saying why, confiscated a balance of €38,710

I played at Betchan roulette,blackjack and Baccarat.
I deposit money from my own bankaccount to Sofort and then played at Betchan.
It is my own Dutch bankaccount which I use in Holland where I also life.
When I want to withdrawl my money from my account I had to verify.
I did what they asked me to do. Copy pasport and copy from my bank with the deposit to Sofort.
The called me with skype where I had to show my pasport and try to answer their questions. For me it is hard because my English isn't good. My boyfriend helped me to answer the answer. In the end a weird coversation.

After a couple days I get an email that they could not verify my account and all winnings will be lost. My balance at my account was €45010 and I could only withdrawl €6300.
I have no idea why the verification failed. Every question I ask them has the same answer:

Dear player,

This decision was made by the management of our casino and is not subject to further consideration.

It is a lot of money and I want to verify my account and willing to do everything to profide the information they need.
At this moment I have no idea what I did wrong. I used 2 times to deposit from my boyfriend account 2 times but if they want to verify that also no problem.

Resolved

Problems with resetting password and log into my account not solved

For more than 3 days unable to reset my password and log into my account. Friday 29.5.2020 created an account and deposited twice using their bonus offers. After logging out had 135 euro balance with my second deposit being 40 euros and with wager not completed. In my second attempt to log into my account the password I settled during registration said to be invalid. So I opened an issue via email to support asking for an alternative way to reset password. Al the emails I received from their reset password service refer to no longer existing page and server. In addition even after editing the link according to the support instructions I was directered to a casino page with error 404. I have contacted them with lots of messages asking for a quick solution as I was afraid of possible data fraud since I could not enter my account and did not have a password of mine. Support keep asking for my patience for 72 hours and that the technical department will find a solution and inform me. In my belief tha problem we have to cope with is not something complex or important. It seems that support and technical department of the casino cannot provide quick solutions to everyday problem. Having played to lots of online casinos and to other casinos operated by N1 it is obvious that this site is not a safe choice for deposistong money.

Resolved

€135

Giving me a hard time with withdrawals

Hi All, I have deposit more then 20K ON BETCHAN the last week. I won happily 11750K back, but it seems to be impossible to cash out. Firts the reason was that I did not uploaded the right docs, then when I did, they said they could not pay out to this PSP in the region, but it is a normal mastercard from bank N26 operating in 30 countries now(all european). Then they said that I used another Creditcard which was truth, so uploaded that one as well. still payments where declined all the time. Then they advised me to use another payment method, so I used my bank account that thye have used for a succesfull pay out last week. and now they say that the withdrawing limits are exceeded. I can proof all of this and it seems that betchan is trying to keep my money probably to win it back. fact is that I trying for 2 days now and they keep on giving me different answers. My pay name is matthijs and my profile is matthijs muijser. I must say that I getting seriously crazy of this. Please help

Resolved

$11,750

Withdrawal delay and horrible live chat

Febuary 2020 I started playing this site. After many deposits (9 for a total amount of 1573 EUR) I finally won a decent amount and requested a 1800 EUR withdrawal. Ofcourse documents were needed to verificate. Documents were approved the same day, however another picture of me holding my ID had to be uploaded. Uploaded this one as well and was also approved by Betchan. A day after this first Withdrawal i requested another one (1122 EUR) because i won some more.

However, the withdrawals have never been transfered to my bank account. They are still pending according to information within my account. After several attempts to contact through "Live chat", they keep telling me the withdrawal is under investigation and I have to wait. No official email or something, no timeframe how long the investigation is going to take. I would recommend everyone to play at different gambling site which has their priorities right and doesn't let you wait more than a week when you withdraw money.

Resolved

€3,373

Verification card not approved

Hi Askgambler hope you can help me resolve this issue. I withdrew 900can from this casino now they said my identification card is not valid?. I did a withdrawal last time with no problem now my second time they telling me my photo card is not valid. This is the only identification I have because I dont drive and dont travel so no passport either. I’ve played this casino regulary and no where it said photo card not valid but Government issue id which is the same as the one I submit. Thank you askgambler for taking your time to read my complain.

Resolved

$900

Delayed $15K+ payment

Hi my name is hewa < surname removed >, and i have deposited in betchan two times 2000 usd and 2000 usd , and i have won and in my balance there are 11,720 USD and 4000 USD in withdrawal request that are pending. i have sent all documents to them, bill,screen shot of my ecopayz, my deposit (bank) and my ID and also when i hold it in a selfie Picture.. But still i cant withdrawal my Money all they say i just need to wait for finance support to look on my withdrawal request.. but for how long will i wait? they have all documents and i have not breached any rules.. I have read about them alot and its alot of negative things, now im a Little bit afraid that they wil not send my Money i have deposited and won.. I need help. The support are also very unproffesional they dont give me a good answer, only i need to wait.

Best regards hewa

Resolved

$15,720

Troubles with payment and support service

My complains it regarding Payment Processing Delays, inadequate Customer Service and a very confusing withdraw form I believe deliberately confusing for customers.

Support agents said that Payments are processed within 2 hours. Then they told me payments are processed in 5 days. Then the website said payments are processed in 12 hours.

It has been over 12 hours and the payment has not been processed. The banking form which I have attached asks for the BSB and Account Number to be included on the same line with no spaces. When I asked the support team how the Finance team would recognize the BSB from the account, which are both 6 digits each, they had no real answer.

When I asked about the payment processing times, they said the payment would be approved the moment it hits my bank account. I confronted them on this and said it doesn't make sense. They said "5 days".

The constant back and forth with the the support staff has left me extremely frustrated. However I refuse to recall or replay any of these funds.

I would like a Native English speaker from the Casino to respond to the following;

1. How long does it take to send a payment from the casino (not how long it would take to receive it into my account)
2. How does the Casino recognize the BSB from the Account Number in Bank Withdraws.

If I am able to get that information I can confidently have this issue resolved.

Resolved

Free Spins Bonus more of a bribe, additional terms not listed

Sebastian Wed, 01/09/19 03:50:52 pm America/Edmonton

Hello. How may I help you?

Ashley 03:51:35 pm

Hi there I got a free spins offer via email. Says to contact support with the code word FREE

Screenshot_20190109-154816.png

Ashley

< personal info removed >

Sebastian 03:53:37 pm

Please be so kind, nominate BOB CASINO on askgamblers.com AWARD competition as a casino of the year. Your support is highly appreciated and we will be more then happy to reward you with special no deposit 15 free spins no deposit bonus. ( Bonus Terms & Conditions works the same for all promotions )You have to register at askgamblers.com website, then there will be Search on top of the screen. Please, find "Bob Casino" there. After choosing Bob Casino there will be big yellow button "VOTE" at your right. Once you have pressed the button, please take a screenshot and send it to me. You can also go directly to this link - https://www.askgamblers.com/awards-2018-voting/

Ashley 03:55:46 pm

I already have an account on ask gambkers and have already voted

The email says absolutely nothing about having to vote to receive them

Sebastian 03:56:22 pm

Please provide screenshot on which we can see that you have voted.

Ashley 03:57:14 pm

Screenshot_20190109-155701.png

Sebastian 03:57:51 pm

Sorry, but you have not voted.

If you can not VOTE - use VPN as Germany, Netherlands.

Ashley 03:58:03 pm

There is a green check mark

That shows votee

Scroll down on picture. It has cashmio selected

Sebastian 03:59:40 pm

You should vote for Bob Casino.

Ashley 04:00:00 pm

My votes already made and can't be changed

The email doesn't say you jusm vote for you to get the spins. I'm starting to think I should review you guys about this on ask gamblers

So by contacting live chat and referencing the code word FREE as well as validating my account information and proof of email and humoring you regarding my personal voting decisions on a third party website have I sufficiently satisfied the requirements to receive this bonus

Sebastian 04:06:32 pm

On email it says "contact live chat to get free spins" So you contact us and we tell instructions on how to get free spins.

Ashley 04:07:43 pm

The instructions say to quote the code word

Nothing about any further requirements aside from bonus terms and wagering conditions

Screenshot_20190109-160737.png

Do you have a supervisor Sebastian that I may speak with?

Sebastian 04:09:56 pm

As you can see on first line it says "contact live chat" there is nothing said about "you get free spins immediately".

You contact us, we give you instructions, you get free spins.

Ashley 04:10:30 pm

It says:

PLEASE NOTE! HERE'S HOW TO ACTIVATE THE FREE SPINS:

Contact a live chat specialist at Betchan.

Give the following code word: FREE

Hi Arnold, are you able to read the transcripts from my conversation with Sebastian

Arnold 04:11:11 pm

How can I help you?

Ashley 04:13:19 pm

Code word free. I already have an ask gamblers account and have voted cashmio. Can't change it. The email doesn't say it's a requirement for free spins. It says the code word is. I have provided sufficient proof and explaination regarding this

I feel that the requirements are quite clear in the email. I also need to know how to properly lodge a complaint regarding the conduct of the previous support professional

Screenshot_20190109-155701_(1).png

Screenshot_20190109-160737_(1).png

Arnold 04:17:57 pm

Dear Ashley, 15 spins are issued after voting. As you voted for another casino - we are not able to issue spins for you.

In case of any complaints you can contact via email [email protected]

Our manager will check your email.

Ashley 04:18:28 pm

The email clearly states the requirement is the code word

If bullying, deception and bribery is how you intend to get votes then I should post this transcript to askgamblers for complaint review. I can't imagine that they would want the integrity of their organizations yearly awards tainted like this. People depend on the authenticity of their reviews

Arnold 04:22:39 pm

In case of any complaints you can contact via email [email protected]

Our manager will check your email.

Rejected

Withdrawal unfairly confiscated

I have been a regular player on this casino. I made a deposit the other night in which I won 4000.00 on I cashed this 4000 out and then noticed I had 246 in bonus money in which I was to wager 735 dollars back on. I did this I played the money and paid them the wager fee. While playing I noticed the money in which I tried to withdrawal kept going back into my casino account. To make a long story short I got the email today telling me they confiscated my entire casino winnings because I made too high of bets including the 4000 i cashed out even before playing any bonus money. This is so wrong on every level. I could see them taken my winnings won off their bonus money but the 4000 I cashed out was not on bonus money at all I won that money fair and square. They placed under 500 back in my account. Not even close to my initial win. I want my 4000 dollars and I will most certainly never play here again. My heart is in shambles. They took all 10 thousand dollars from me because I was betting to high. Please help me get my original 4000 back at least. Thanks

Resolved

$4,000