Betchan Casino Complaints

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

Withdrawal issues via credit card

On monday I deposited via my german credit card and received a 50% Bonus plus freespins for my deposit, after wagering the required amount, I tried to deposit my winnings, only 100 euros after a deposit of 30, but withdrawal requests keep getting cancelled. Was in their online chat several times, they provided false information, I should use other withdrawal methods like neteller or trustly, unfortunately none of these methods are actually availabe for me. The only other one availabe for me from Germany would be ecopayz. Which I never used, dont have an account and after reading several reviews, I decided that I definitely dont want top open an account with them. Betchan keeps saying they cant withdraw my money to my credit card and that I have to use ecopayz instead. I declined to do so because of the reasons above. And their policy is, like usual, that deposit and withdrawal method must be the same, so i asked them again to please follow their policy and withdraw the money to my credit card, in case there is an issue trying to do so, I am sure betchan could fix it. But they tell me there is nothing they can do and I have to use ecopayz instead.

Resolved

Waiting 3 weeks on a $1,500 payout

I have contacted this casino in regards to my payout of $1500 from September 19th I have not received payout and it's been over 20days I have had to follow up every single day to be told it's an error with there system then 3 days ago I was told the error was fixed with withdrawals to credit cards and yesterday I contacted them to be told the issue is still not fixed,they have told me I will receive an email to know where I'm at with my withdrawal but yet it's been nearly 3 weeks with not a single email or anything from there finance team..they are quick to take your money but yet I am still waiting on my withdrawal...this is an absolute joke

Resolved

$1,500

Stalling on withdrawals totaling €7,563

Hello askgamblers I am a new memeber on betchan I registered I made my first deposit with cubits of 91,13 EUR with 100% welcome bonus I started to play I respect their bet of 5 euro j ' I started to win after finishing the bonus I play live roulette vip I win again after I send all the requested documents I made a withdrawal on 11/06/2018 it was canceled for what reason they do not have not said i am trying to know the reason my nothing said after i reapplied it again until today i still have not received my two payments 4000 € is 3563 € it's going to be a week still nothing send my withraw please betchan

Resolved

€7,563

Stalling paying out

Oke, so i spend more then 4k at roulette and won back 2.5k. I requested a pay out on 5-5-2018 by bank transfer. Which should take 1-3 days and submitted all the documents, but my documents are still in pending as is my pay out. I have contacted the live support multiple times but kept getting an answer like it will take 5 working days for the bank transfer, or the transfer has already been made from our side. So i read the terms and conditions again and noticed i misunderstood a line that playwrs from the netherlands cannot play with real money. Could anyone please help?

Resolved

€2,500

Hiding their Responsible Gaming account tools on purpose

Good evening, This is my 3rd complaint regarding this casino and also my final complaint. This complaint contains proof of evidence to support my view. A few days ago I contacted livesupport regarding a withdraw I wanted to make. They stated I had to finish 3x deposit wager, even though their terms and condition say that its possible to withdraw if management allows it and player accepts to pay taxes etc. Livesupport never told me this. Second of all I clearly stated in that same conversation I have a gambling problem. The moment I joined I already looked for ways to set deposit limits or a way for self closure. Anyways, those options were not available. Today I had the urge to play again and I lost over 150 euros again. In total i lost 350 euros very unnecessary. I contacted livesupport today to close my account and they were asking me if they could change my mind after I clearly said no. I said that I have a problem so many times and they still want to steal money from me. I personally hope management of BetChan will see this complaint and will take this very serious. And the funny thing is there is no way to set any limit on my account. When I asked livesupport about it they send me a link where i could set deposit limits. What is that all about? Scamming your own players as well? I would like to have my money back in this case for the total amount that I deposited in the last few days. This is ridiculous Pictures information: Pictures show the conversations between casino and I today. I don't have the first transcript in my possesion where I stated that I clearly have a gambling problem. I can add that soon if that is needed. Other than that I added a picture showing my profile settings.. it doesn't show anywhere that I can add any deposit limits or what so ever. Only if I get a link to it. Thanks for the great experience

Resolved

€350

Unfairly confiscated winnings, refusing to refund

Hello I'm very unhappy with Betchan Casino. I've made a total of 37 deposits with a particular credit card. I've asked support if there is any bonus available for me he awarded me 20 spins. After I've completed the wagering of the bonus I had 300 EUR in my account. Then I requested a withdrawal and they asked me to upload pics of the cards. I did but the one card were not in my name. Let me quickly explain my older brother have several bank accounts and he passed this account to me about two years ago. I have full access to the account and it is my name and phone number on the account. The only thing is it is still my brothers name on the credit card because it have not expired yet and once it does the new card will have my name on it. I explained everything to Betchan and send them all the proof I even offered to send my brothers ID to them to proof it but they still removed all my winnings claiming that 3rd party payments is not allowed. Fair enough even though it is basically my account. My problem is I've made more than 700 EUR deposits with that one card that is in my brothers name. I've won 300 EUR from a bonus I received and not as a direct result from the deposit I made with that card. If they remove all my winnings shouldn't they also then refund all the deposits I've made using that card? I mean it is a lose lose situation for me now. They get to keep the deposits and then confiscate all my winnings also? That is not fair according to me. Should I just go to the bank and charge back all the deposits or what must I do? Any help would be great. Thanks.

Resolved

Delayed 4000 AUD payout

On the 2nd of december 2017 i was lucky enough to win 4000aud. Right away i submitted all the right documemts and within an hour the withdraw was than approved along with all my proof of documentation which i have proof of as i had taken a screenshot of it. After the withdraw was successfully i was advised by an agent it would take 2-4 hours to recieve my funds, recieved nothing. The next day i contacted them and thats when i was advised it would take 1-3 business days. Gave it time and once again i was advised by another agent that "No it takes 3 business days" 3 business days later and i still havent recieved my funds so i contact betchan support once again and now they day "no it takes 7 business days too recieve" Each time the time frame they goven me is up they seem to stall it for longer. I have doone all the right thing, submitted all the documentation required and it was approved, i didn't have any bonus nor did i accept any. I just want to know why are they delaying it and calling different times as to when i will recieve my funds

Resolved

$4,000

Confiscating $3000 in winnings claiming duplicate accounts despite my account being successfully verified prior that

Hello Ask-gamblers i really need your advise here.... Yesterday i deposited 45 dollars into betchan casino, i finished my wagering and ended up with winning of 3000 Usd, and i made a cashout request, and according to their website it takes max 2 hours..... So after 2 hours i wrote to them asking where my winnings were, and i got the message they cant pay me because i have duplicate accounts.... I told them that i had no duplicate accounts, and they put the money back into my account again, and told me to make a new withdraval, so i did the 2 time, and suddenly my account was closed..... I wrote in chat what was going on, and again they told me i had duplicate accounts.... I asked again what and when i should have made such accounts, but only answer was sorry for your inconvienience.... I turned 18 years of age, about 5 months: 3 July this year, and have never made other account, and because i already had one bad experience with a casino before, i made sure everything was in its finest order.... When i made my deposit yesterday from a verified skrillaccount to betchan, the account i had at betchan was already verified of them, and i had recived a mail telling me gongratulations you account in our casino is now fully verified.....I read their T&C very good and made sure to hold me inside the limit of bets wagering my bonus, and the last thing i could dream of doing, was to deposit there if i had any duplicate accounts..... They not even one called me or tried to get in touch with me, even that i asked them for a skype-session or something like that, they just closed my account and took my winnings....And the refused to tell me when i was supposed to have made these accounts the accusing me of having.... Can it really be that a casino just can make something up, just to take your winnings, and thats just it, without listening to anything or give you a chance to know why and what reason, other than they claim you suddenly have duplicate accounts? I am not the leatest in doubt, that because i made sure they had nothing else to put a finger on, they decided to come with some explaining about some accounts to avoid to payout 3000 Dollars to a new player.... Is there anything that i can do here, dont i have some rights?

Resolved

0.16 bitcoin payout pending 23+ hours

I played yesterday morning at betchan. I've been playing there for a few months. I got a little lucky and managed to cashout .16 BTC. I requested the cashout and waited and waited. I contacted support after two hours and was told they were having technical issues with btc withdrawals and just wait. I have waited 23 hours and still the same answer. How can a casino take deposits if they can't process payouts? askgambers and you help move this process along?

Resolved

Stalling payment of winnings for no reason at all

I won $5,800 and as normal made a cashout like I usually do. I am fully verified and have made numerous cashouts previously. I did not use a bonus so there is no wagering requirements to check. I keep asking love support why it's taking so long and they just reply with "the managers need to check it" I've just finished another conversation with live support as it's been 12 hours since I requested my cash out and now apparently the managers are on holiday, how convenient! I replied with "so it's being stalled then?" And he replied "I hope not ;)" sorry but that doesn't seem very professional. I've never had any problems at all with any of my previous cashouts. Mind you my biggest one previously was $2,500 but it was paid to me with no hassles, so why is it now taking so long? I made a cash out last week and it was paid in a timely manner also. I have been reading previous complaints and reviews and have gone over their terms and conditions again and I haven't breached anything at all. I'm assuming the cashout is taking so long to be processed as they are trying to find a reason to not pay me. I just want my winnings so I can keep on playing, I'm a gambler they will get it all back eventually anyway lol

Resolved

$5,800

Account disabled and payment declined for no reason

After making three deposits of 500 mBTC each, I was down 1500mBTC. Still, I made a fourth deposit (receiving a 50% matching bonus). Playing slots and blackjack, I completed the play through requirement with a balance of 1100 mBTC. At least I would regain some of my earlier losses, I thought. Betchan asked for verification of my identity. I sent them my drivers license immediately. Four days later, they disabled my account. I asked them why my account was disabled, and they responded saying that I violated their terms and conditions, specifically "development of strategies aimed at gaining of unfair winnings," and "other types of cheating." What does that mean? Isn't that just a vague accusation that could apply to anybody attempting to withdraw their legitimate winnings? Reading online forums and reviews, I have seen that I am not the only one who has had this problem at Betchan and I am now convinced that this is a fraudulent site. They simply do not approve large withdrawals.

Resolved

Confiscated my winnings, refused to explain why

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.

Resolved

Account closed and winnings confiscated

I have been a customer to Betchan Casino for several months and really liked the casino. I won my first €1200 two weeks ago after approxamately the equal amount lost during 3 months playing. I had no problems with the verification and got my money after a couple of days. I continued playing at Betchan and this weekend I won again, this time €1400. I got an email from the casino asking when if was OK for them to contact me. I answered and they called me 1 day AFTER I said if was ok to do so. I answered and they had a lot of questions about my last winnings and my history at Betchan. I answered as good as I could. The lady at the other and was very fast and not very precise. I even hade to correct her one time when she asked me "when did you open your account?" I said: some month ago, and she replied "A month ago..." and I said, "Wait..no!? SOME months ago. I want you to get my answers correct" after all the questions we hung up and I was satisfied with the verification. 2 hours later I got this: Dear Player! "We would like to inform you that your account was closed and winning was confiscated. The reason is in breaching the following points of the casino rules. -providing incorrect information via phone verification -development of strategies aimed at gaining of unfair winnings - other types of cheating Best regards, BetChan Casino Support." I got upset and felt really fooled by this. I have done everything right! I have emailed a reply but got no answer yet what their basis of the decision is. I suspect the assistant woman who made the phonecall might have gotten more of my answers wrong. Or, they simply does not want players to win according to all the other similar complaints here towards the casino. Please help me! Johan

Resolved

Blocked account & confiscated winnings

31 Januari I made the collect of 1200€ , this has been confiscated for no reson and my account is blocket. First they asked for: Proof of payment ID Proof of address Then they asked for: Photo of holding ID , in this case they didn't accept the first "selfies" So at last I had to take help from a friend taking the photo, this seemed to be just for stalling. They called me 3-4 times with hidden number and said nothing in the other end, then they sent email regarding that they tried to call me so the next time I answered on the 14-15 February they had a lot of questions regarding everything from games played , games won, where I live, when I was born, my number, my bonus I used , money deposited etc. The end of the call she says she going to forward it to management. Since that Ive heard nothing, Ive tried to email without response. Now they have closed my account and I can't log in. When I start the chat (not logged in) They say hello and when i explain my issue they close the chat. No explanation no nothing. And I know for sure Ive been following rules regarding bonuses etc. Im getting the silent treatment you could say. (Earlier I have won 700€ 10 November and 550€ 7 November without problem. I have made over 2150€ in deposits to the casino.)

Resolved

Betchan Casino Complaint Stats