I was allowed an account and to deposit while living in a country that isn't actually accepted here and I believe that I should be refunded my deposits due to now being blocked from the casino and it not being possible for me to cashout my balance when I learned of the restrictions here. It's complete nonsense that they didn't know where I created my account from so its not my fault I was allowed access furthermore being denied to withdraw any funds after I was the one who informed them of the mistake while asking to refund my deposits and close my account. So the deposits were basically stolen with my account now closed and no response to several attempts to contact the casino support via email
Informação da reclamação
Dear @Raybo5864,
The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed payment/s.
Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.
Thanks for cooperating with the AskGamblers Complaint Team.
Dear BetChain Casino,
Please let us know if there are any updates regarding this ongoing complaint.
Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.
Thanks in advance for your cooperation.
Dear all,
This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.
Good day,
I have reviewed the players account and see that the player had registered and deposited with us and made several deposits in quick succession within 3 hours of registering on July 03, 2023.
Once we were notified that of the new locations/geo's that we will not be servicing going forward on July 04, 2023, we had immidiately emailed all effected players informing them that they had 24 hours to login to their accounts and make withdrawals of their balances and we will process the withdrawals accordingly. At this time, the player had 0.00000095 BTC (€0.02) left in his account.
After the 24 hour period had passed, all accounts were then locked accordingly. The player had not made a withdrawal during the time and as he had played away the funds, we were unable to process any funds or remaining balance to him.
As we do not ask players of their location/geo when they register, we did not pick up that the player was from a restricted or to be restricted country. Also noted on our side while investigating this account, it was picked up that the player had updated his profile with one location and had shown that he was accessing the casino from another which leads us to believe that he was using a VPN, which is against our Casino Terms and Conditions.
Based on the above, the player had played and enjoyed the casino games and had he had a balance after we closed the access, we would have processed. However as he has already played away the funds during the time we still allowed players from his region, we are not able to refund any funds to him.
Dear @Raybo5864,
The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected and it will be closed accordingly.
Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.
Thanks in advance for your cooperation.
My issue with betchain.com stands with my withdrawal attempt being denied their was no point in keeping a balance so yes I played out the remaining balance as fast as possible before being locked out of the website. It still doesn't change that I should not have been able to make a deposit their for I wouldn't of had anything to loose I'm not asking for any winnings only my deposits back
Dear BetChain Casino,
The AskGamblers Complaint Team is kindly asking you to provide evidence to support your accusations against the player for using a VPN. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.
Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.
Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.
Thanks in advance for your cooperation.
Good day - Kindly note that we have submitted the info requested to the Admin of AskGamblers.
Dear all,
Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the BetChain Casino team.
Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.
Good day Ask gamblers,
We have emailed the requested information through to you.
Please advise if you have received it.
regards
BetChain Team
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