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BetChain Casino - Unable to withdraw funds which their own website clearly shows as available to cash out

RESUELTA
Información sobre las quejas
Casino en conflicto Casino BetChain
Motivo Pago rechazado
Cantidad BTC 0.244
fb_10154320302434787 Estados Unidos
Publicado el 22 de julio de 2016

The website says I can cashout 0.24370000 BTC. I try to cashout that amount and get an error.

I sent a screenshot to the casino for help and they implied that my screenshot was not an up-to-date representation of what I am seeing.

They sent the following:

"The programmers are not sure when your screenshots were taken, but maybe before your bets on American Roulette and Zoom Roulette?

Please don't hesitate to let me know if you have any questions."

The most up-to-date photo was taken around 10:30 am on the 21st of July.

There is an error on the part of the casino. This much is undeniable. Due to the fact that they are showing me wrong numbers leading me to bet money I otherwise would not have and due to the fact that this error is the casino's not mine I would like them to allow me to cashout the amount shown to me as available.

I will consider this resolved when I am able to cashout the 0.24370000 BTC I was led to believe was available for me to cashout.

Video evidence has been taken showing the date and time of this error as well as all the numbers will be made available as soon as it uploads.

fb_10154320302434787 Estados Unidos
Publicado el 22 de julio de 2016

Here's the video proof!

https:­//g­oo.g­l/­pho­tos­/Ww­9vh­Nrp­in4­9Nfnu8

fb_10154320302434787 Estados Unidos
Publicado el 24 de julio de 2016

https:­//g­oo.g­l/­pho­tos­/mM­TZA­S9K­dF9­uSDd58

Fixed because link was broken

Publicado el 24 de julio de 2016

Hi,
The wins you gained from playing on the 200% Welcome Bonus become cashable once you meet the wagering requirement of the Bonus (screenshot attached).
Please let me know if you have any questions.
Best,
Brian

fb_10154320302434787 Estados Unidos
Publicado el 24 de julio de 2016

There are 2 ti\hings wrong with this.

1) Your numbers are still wrong. I would expect a Casino to show me correct information.

2) Before the 4th and final bet I clicked the button saying:

"I don't want to receive any Bonuses."

This means what it says. There is no ambiguity in the wording you have chosen. I do not wish to receive any bonuses. Why then have you added a bonus after I said "I do not want to recieve any bonuses"? The whole point in clicking this was so that my next bet would be bonus free.

fb_10154320302434787 Estados Unidos
Publicado el 24 de julio de 2016

Because of the errors in both your chosen wording and in showing me incorrect numbers, both of which led me to take action I would otherwise not have taken. I suggest, because you have the power, that you cancel all necessary bets and allow me to cash out the amount that you have shown me and still continue to show me. Basically all I am asking is that you let me take back the money I have given you. I am not asking you to lose any money. I only ask that you make things as if I had never visited your site. 0 gain for you, 0 gain for me. This is fair. You messed up, because of this, you should do the honorable thing and rectify the situation.

fb_10154320302434787 Estados Unidos
Publicado el 24 de julio de 2016

Finally a working link to my video proof. Sorry for the other not working.

https:­//w­ww.y­ou­tub­e.c­om/­wat­ch?­v=9­vIH­JkCPYx4

Publicado el 24 de julio de 2016

Hi,
The 200% Welcome Bonus was automatically credited to your 1st deposit. The wins on Zoom Roulette are tied to that Welcome Bonus. Once you meet the wagering requirement of the bonus, the wins become cashable.
You unchecked the auto-issuing bonus box after you received the Welcome Bonus and no more bonuses have been credited to your account since you unchecked the box.
However, you were still playing on the Welcome Bonus when placing your 4th and final bet. You may cancel a bonus at anytime, however, the winnings from the bonus will be forfeited upon cancellation.
Best,
Brian

fb_10154320302434787 Estados Unidos
Publicado el 24 de julio de 2016

"You unchecked the auto-issuing bonus box" That's not the name of the box I unchecked.

The box I unchecked says "I don't want to receive any Bonuses." Again, this is unambiguous. There is no other way to interpret this.

And the problem still persists. You have shown me incorrect information regarding what is available to cash out.

fb_10154320302434787 Estados Unidos
Publicado el 24 de julio de 2016

Even if I were to grant you immunity regarding the very clear meaning communicated by unchecking that box, the main issue is the numerical error in calculation showing me that I am able to cash out 0.24370000 BTC.

This main issue you have not address.

fb_10154320302434787 Estados Unidos
Publicado el 24 de julio de 2016

Betchain, please communicate what I have shown you to the higher ups. It is my hope that they will be grateful for the opportunity to correct the wording on that box and the opportunity to fix whatever caused your site to show me incorrect numbers.

If the site is able to fix these two things, your players/customers will have a much more enjoyable experience. Because I have brought these things to your attention which therefore gives you the opportunity to improve your site, the best way to thank me is to make this right.

Publicado el 24 de julio de 2016

Hi,
You are correct, you should have been able to withdraw that amount without canceling the bonus. I have canceled the Welcome Bonus and your balance shows 0.24370000 BTC. This is available for your immediate withdrawal. I am very sorry I didn't think to cancel the bonus in the 1st place.
This seems to be a software issue and our programmers are working with the software supplier to solve this. I wanted to make sure you didn't have to wait for them for an answer, since it's the weekend.
I really apologize for the delay.
Best,
Brian

fb_10154320302434787 Estados Unidos
Publicado el 24 de julio de 2016

You guys are amazing! Thank you so much!

I want anyone who reads this to know that Betchain did Indeed let me cash out the amount they said I could. They patiently worked through this issue with me and I am completely satisfied!

Because of this, I would recommend their casino to anyone who wants to have some fun and win some money. The games are well designed and the support is helpful and understanding.

Betchain, thank you again!

Readers and potential players, please don't hesitate to play here. They resolved my issue perfectly and I will be playing with them again! :)

AskGamblers
Publicado el 25 de julio de 2016

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.

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