Beschwerde #86 Betchan Casino

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

Von Faith

vor 5 Jahren

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.

Unseriöses Casino Betchan Casino

Grund Verifizierungsprobleme

Betrag €38710

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

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 Betchan 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.

Faith

• Niederlande

vor 5 Jahren

@Betchan The other person was my boyfriend. If the conversation is recorded you will hear I also mention that it’s my boyfriend because my English is so bad to help me translate. But I found it even in Dutch hard to understand what the questions are. If in. Chinese no problem. My boyfriend can identify if you want? He lives in the same house and we have a child together.

@ askgamblers thank you for your help

AskGamblers

• Support Team

vor 5 Jahren

Dear Betchan Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation why player didn't pass Skype verification call, accompanied with the call itself.

As per the AGCCS Terms, we consider all the information presented during the course of our complaint process totally confidential and not shared with third parties. Please send required information directly to support@askgamblers.com.

Thank you for your cooperation.

Betchan Casino

• Representative

vor 5 Jahren

Hello all,

Thank you for your patience.

Dear @Askgamblers,

We have a record from a Skype verification with the player, where is clearly seen, there was another person, during this verification, who were actually helping the player with the correct answers, instead of translating the questions from the security officer.

Due to that, the verification was failed and funds was confiscated.

Thank you.

Kind regards,
Betchan.

Betchan Casino Beschwerde-Statistik

Gelöst 38 / 39

Durchschn. Betrag $5,194

Durchschn. Dauer 6 Tage

Durchschn. Antwortzeit 2 Tage

Betchan Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

Betchan Spielothek - Betrag über €2,130 wird hinausgezögert

Hallo zusammen,

Ich bin seitdem 06.09 verifizierter Spieler bei Betchan und habe nie Probleme gehabt, eine Auszahlung wurde direkt nach 2 Stunden am 06.09 ausgezahlt.

Jetzt habe ich das Problem: ich habe am 28.09 um 15:12AM eine Auszahlung von 2000€ beantragt diese wurde von betchan storniert, weil Dokumente vom Paysafe Konto benötigt waren, alles schön und gut hab ich hochgeladen und diese sind dann auch grün geworden und wurden Freigegeben. Nächste Versuch 29.09 3:14 AM von 2130€ ich warte jetzt seit mehr als 24 Stunden auf mein Geld.

Ich schreibe mit dem Support mittlerweile stündlich und jeder schreibt was anderes die letzten 2 antworten gingen so :

1) Ihr Auszahlungsantrag ist nicht anhängig, er wird so schnell wie möglich bearbeitet.

Bitte geben Sie dem ein wenig Zeit etc.

2) Trustly Auszahlungen dauern normalerweise bis zu 48 Stunden.

Ich werd ihren Fall an die technische Abteilung weiterleiten, warten Sie auf eine Email.

Davor hieß es gibt eine Problem mit dem Zahlungsanbieter, das ist ein Globales Problem etc … daraufhin hab ich gefragt ob ich dann ein andere Auszahlungsmethode nehmen könnte dann wäre das Problem ja beseitigt schrieb man mir nein es würde genau so lange dauern.

Also die Aussagen der {Mitarbeiter} sind so vielfältig und jeder schreibt mir eine andere Ausredete um mich hinzuhalten. Auf die Frage ob mit meinem Konto alles in Ordnung sei wurde mir immer bestätigt, nein es liegt nicht an Ihnen.

Ich weiß nicht weiter, kann mir jemand helfen liegt es wirklich weil es technisch Probleme gibt oder wollen die mich hinhalten und was kann ich tun.

Danke im Voraus!!!

Gelöst

€2,130

Betchan Spielothek - Zahlt mein Geld nicht zeitgerecht aus

Das Betchan Online nimmt seit dem 28.07.2021 meine Auszahlungen nicht an vom 28 07. und 04.08 und zahlt meine Gewinne nicht aus 44 Auszahlungen waren mal im Auszahlungsverlauf die nicht angenommen worden sind Gewinnsumme 2276 Euro,

Jetzt stehen noch 1660 Euro offen und auf mein Betchan Konto sind noch zusätzlich 5805 Euro.

Ich bin bei Betchan seit Oktober 2020 als Spieler angemeldet ich habe keinen Wilkommens Bonus wahrgenommen alle Auszahlungen bis zum 8 Juli waren in dieser Zeit 1 immer innerhalb von spätestens von 1 bis 4 Stunden auf mein Bankkonto von der Postbank.

Ab den 8 Juli bis 13 Juli 2021 gab es 5 Tage Auszahlungsprobleme.

Und jetzt aktuell seit dem 28.07.2021 bis jetzt dem 08.08.2021.

Ich bin seit 2020 bereits verifiziert mit allern erforderlichen Unterlagen wie meinen meinen Kontauszug meine Stromrechnung ein weitere Personalausweiss mit Vorder und Rückseite meiner Bankarte Screenshoot.

Ich habe am 28 Juli 2021 5 Auszahlungen beantagt über den Auszahlungsanbieter Trusty heute ist der 08.08.2021 und viele weitere Auszahlungsanträge bis zum 4 August 2021, sodass am Schluss über 40 Auszahlungen insgeamt 44 bereits waren und ein Auszahlungsbetrag über 2276€ ergeben hat. Ich habe aber die meisten wieder storniert weil die Antwort vom Betchan Support gekommen ist

1 Sie haben 40 Auszahlungsanträge gestellt, deshalb dauert es etwas länger als gewöhnlich, also geben Sie unserem Team bitte etwas Zeit, um dies zu überprüfen.

Es waren zwar keine 40 Auszahlungen wie hier Betchan schreibt sondern 44 aber ich habe dann alle storniert bis auf die 5 vom 28.07.2021 über den Zahlugsanbieter Trusty und 2 weitere vom 4 August wo eine mit Banküberweisung und eine mit Paysecard offen steht dass es schneller geht.

Es geht auch nicht schneller auch die 7 Auszahlungen werden nicht verarbeitet

Nun erzähle ich welche antworten ich seit dem vom Life Support erhalte seit dem 28 07 2021 warte ich auf mein Geld

Hier die besten Antworten:

1 Bitte warten Sie es wird alles nach der Rheinfolge in der Warteschlange bearbeitet

2 Sie erhalten höchste Priorität ich gebe es der Finanzabteilung weiter

3 Die Finanzabteilung tut ihr bestes das sie in kürze ihr Fall erledigt ist

4 Ich kann ihre Frustation voll verstehen machen Sie sich keine Sorgen

5 Sie werden in kürze per Mail informiert

6 Wenden sie sich an den Support bitte an [email protected] ich kann ihnen nicht mehr weiter helfen

7 Wir warten auf die Antwort vom Zahlungsanbieter

8 Löschen sie ihre Cache auf den Computer dann gehrts es vielleicht

Es werden auch die Fragen nicht richtig beantwortet

Es kommen meistens immer Antworten wie dies 8 hier oben.

Der Support [email protected] schreibt am liebsten diese Antwort:

Alle unsere Abhebungen und Dokumente werden von der Finanzabteilung in einer Warteschlange geprüft. Bitte erwarten Sie, dass Ihre Auszahlung so schnell wie möglich überprüft wird.

Hier der Absatz mit den allgemeinen Geschäftsbedingungen

Einzahlungen, Gewinne und Auszahlungen.

Einzahlungen für die Teilnahme am Spiel und Gewinne werden direct und sofort dem Konto des Spielers gutgeschrieben. Auszahlungen warden auf Ihre Anfrage hin bearbeitet. Ja aber keine 10 Tage

All diese Aussagen wiederholen sich wie in auf einer Schalplatte die einen Sprung hat. Ich werde nicht aufgeben und ich rate auch keinen Spieler aufzugeben.Ich werde jeden tag mit den Life Chat schreiben und mit den Support die kriegen mich nicht mehr los bin gespannt

Wie lange die Antwort mit der Warteschleife noch kommt oder ob irgendewlche Unterlagen angefordert werden.

Das ist die Werbung damit wirbt Betchan

1 Wir hier auf Betchan wissen, wie wichtig es ist, dass du wirklich schnell ausbezahlt wirst und wir sind daher bestrebt, alle deine Auszahlungen innerhalb von 12 Stunden zu verarbeiten.

2 Zahlt das Online-Casino wirklich aus? Betchan ist ein Casino mit Sofortauszahlungen, das bestrebt ist, deine Gewinne noch am selben Tag auszuzahlen.

Die Realität von mir als Spieler bei Betchan seit dem 28.07 um Uhrzeit 4:37.

1 Gewinne werden seit dem 28.07.2021 nicht ausgezajlt das bestreben von 12 Stunden ist falsch ich warte bereits seit 250 Stunden das sind 10 Tage und 10 Stunden

Ich schreibe deswegen in 246 Stunden weil Betchan wirbt mit 12 Stunden. Ich habe auch kein Doppel Konto angemeldet alles läuft auf mich und auch keinen Bonus in Anspruch genommen

Ich spiele zu 99,9 Prozent Roulette an einem einzigen Tag seit dem ich bei Betchan habe ich für 1 halbe Stunde mal einen Slot probiert mehr nicht . Und habe einen Gewinn erspielt im Juli 2021 in etwa von 5000 € . Ich spiele nur Llfe Roulette oder Auto Life Roulette kein Automaten Roulette

Mit freundlichen Grüßen,

<persönliche Information entfernt>

Gelöst

€1,660

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

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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.

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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

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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.

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€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.

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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

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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.

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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.

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