Betchan Casino - Troubles with payment and support service - Beschwerde gelöst

knhcasgman New South Wales

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.

AskGamblers

Dear @knhcasgman,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

knhcasgman New South Wales

Update:

As of 21st of Feb 2019 at 10:32am UTC the total of 4 withdraws have been approved and sent by the Casino. However they have not yet hit the account. When they hit the account and I am able to confirm their Bank Transfer Withdraw process is correct and functional for Bank accounts of my nature (No IBAN, only SWIFT BSB and ACC) I will update.

Betchan Casino

Hello,

You will receive your funds within 2 working day.

Thank you,
BetChan Casino Team

knhcasgman New South Wales

Betchan I just cannot express enough how confusing your replies are. It is impossible to promise 2 working days. So far I've been told 2 hours, 12 hours, 24 hours, 5 days and indefinite. Not for the time the funds are received, but for how long it takes for the casino to process them and the status changes to Accepted. I am not asking for guarantees on transfer wait times. I am asking for approximate times for the casino to create the transaction after the user requests a withdraw. Why is this difficult?

All I am asking are the approximate processing times for the Casino to send the transaction. I am well aware that the time for bank transfers to be completed and funds to be in the users accounts is indefinite and can take up to 7 working days.

All I want to know is how long will it take from the time I request a withdraw to the time the casino sends the withdraw and the status changes to Accepted.

Also I want to know how the bank system differentiates the BSB from account numbers when they're entered into one line.

Betchan Casino

KNHCASGMAN, my friend, please take a patience.

We have replied to your question above, so you should expect to receive money shortly.
Please confirm here when you will receive your winning. And good luck!

BetChan Casino team.

knhcasgman New South Wales

Issue has been resolved.

After many emails and complaints, the withdrawals have been processed in a non-chronological order and have since hit my account.

AskGamblers

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Betchan Casino - Troubles with payment and support service

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