Betchain Casino - I can not withdraw my winnings and my account has been blocked


Informação da reclamação

Cassino em disputa

Cassino BetChain


$ 388

Usuário inativo
Postado em 23 de agosto de 2022

Hello. I have been playing at an online casino for some time and recently faced a very unpleasant situation. I won 6.89 LTC and was very happy about it, of course. I haven't won money at the casino that often. However, it turned out that winning money was not the most difficult. I was never able to withdraw my winnings.

At first, I tried to withdraw money without documents and they refused me. Okay, I uploaded my passport and address confirmation, and put money on withdrawal, but my account was blocked. Now it's in the process of verification. They asked me to take a selfie with my passport and I did it. They demanded 48 hours for verification, but I did not receive an answer as a result.

First I sent my passport and confirmation of the address. Then my selfie and passport. The last time I sent a selfie with a passport and a piece of paper. My casino account has been blocked and I have not received a response from the casino.

I do not know if this is a normal situation. Maybe they just need more time, but it's been a long time and I'm worried. I really hope that my problem will be solved.

Postado em 23 de agosto de 2022

Hi Alyssburland,

Thank you for your message and Congratulations on your win!

I want to apologize for the inconvenience caused however the security of our players account is one of our top priorities.
We have requested for some documents to be able to make sure that your account was secure and that the details provided are correct.

Thank you for providing all the requested documents. Our Risk Team are currently reviewing your documents. I have asked for this to be expedited and I expect a response shortly.

You will be contacted as soon as we have a final account of your documents.

BetChain Team

Postado em 25 de agosto de 2022

Hi AG,

We have emailed your directly with an update.

BetChain Support Team

Usuário inativo
Postado em 28 de agosto de 2022

Hi, BetChain. Yes, indeed, you sent me an email where you indicate that everything is verified, but ask me to provide an additional selfie with a piece of paper and some kind of inscription. This is inadequate. You have confirmed that everything is verified, why request additional documents? No one makes such demands! What will you ask for next time? A photo with my parents in front of the Eiffel Tower?

I absolutely do not understand and do not support such a policy. Yes, you sent me an email, but this game can be played for a very long time. I am sure that you will refuse me again and again until I get tired of this nonsense and stop my attempts to withdraw money. In this case, you are just scammers who refuse to pay money, and no one should gamble at your casino!

Usuário inativo
Postado em 29 de agosto de 2022

Hi, BetChain Support Team
I haven't received any update from you.

Usuário inativo
Postado em 30 de agosto de 2022

Dear BetChain
Once again, your current requirements don't match your Terms and Regulations. You messaged that my account is fully verified, that I can withdraw money and that everything is fine. Now, when I legally try to withdraw my winnings, you deny me this right and make some ridiculous demands: selfies, pieces of paper, and so on. I am not satisfied with this attitude, I have already sent you all my documents and my account has been verified, I remind you.

I read reviews that your casino has problems with withdrawing winnings, but I didn't believe it, to be honest. I liked your casino and decided to play, despite the negative reviews of other people. Now I realized that all the negativity had certain reasons. If you do this all the time, it's not surprising that people are dissatisfied with you.

Postado em 30 de agosto de 2022

Good day AlyssaBurland,

Thank you for the message.

The security of our players playing in the online environment is of the highest importance.

Kindly note that we have asked for the last document as part of the review of your account.
Again, once you have been able to provide the last document, we would be able to finalize the verification on your account and process your withdrawal accordingly. We will not be able to proceed further without this document.

Please contact us should you have any further queries.

BetChain Support Team

Postado em 3 de setembro de 2022

Dear @AlyssaBurland,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the BetChain Casino team 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. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Usuário inativo
Postado em 6 de setembro de 2022

Dear BetChain
I do not like that you continue to claim that this document is the only thing that is needed to complete my verification and withdraw the winnings, since this is clearly not the case. I read about this on the Internet - you will just continue to demand document after document, each time refusing to withdraw money to me. Apparently, this is your classic policy, which is frustrating. I was sure that you were not scammers and trusted your reputation. It is a pity that you allow yourself to do this to your players.

Postado em 8 de setembro de 2022

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.

Postado em 23 de janeiro de 2024

Dear all,

This complaint has been reopened as per BetChain Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Cassino BetChain Reclamações

  • 28 de 30 resolvida
  • há 1 dia resposta méd.
  • há 5 dias vida útil méd. da reclamação
  • 19,883 USD valor médio

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