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BetChain - Closed account with deposit and winnings confiscated


Found for the Casino - BetChain have provided sufficient evidence to establish that the submitting complainant has breached terms and conditions.

Read our BetChain Casino Review.

Player's Complaint

I have been playing for a few times with betchain and always managed to cashout smaller amounts.

This time however they decided that i had created duplicated accounts. I have absolutely no reason to do so as im playing without any bonus.

Casino stated they did not have to tell me which accounts i duplicated.

I would like to retrieve information and get my money back

Read the casino review

3 Responses

User icon
August 13, 2019

Hi holdencauli - welcome to!

I'll contact the operator and see what we can find out for you.



User icon
August 14, 2019

More information-

I was using the paid version of NordVPN as my internet provider has restricted the site. My location and vpn server is in Singapore.

I have submitted proof of my original ID and a selfie of me holding the ID to the casino. My name on the site, has been changed to some weird name which doesn’t match mine at all. I had checked with the support staff before my account was closed, she just said this case will be forwarded to the security team.

I do not understand why I was allowed to cashout small amounts and deposit so many times prior if I was found in violation of their terms and conditions. Secondly if like what they have claimed, all the evidence pointed out to me having duplicated accounts, since the duplicates were all deemed as created by me why am i denied the right to know of my “accounts”? The proof of my ID should mean, as the owner of the “accounts” I should be allowed to ask a few questions don’t I?

There is no formal email from the casino pertaining to this issue. Just chatboxes from their staff. Their statement:

We are sorry, but our security system has flagged your account as a duplicate.

It means that more than one account createdused with the same IP address, device or browser.

Unfortunately, this is a violation of our T&C.

Therefore, we have to confiscate your winnings and close your account.

Not only my winnings were confiscated, so was my initial deposit. When asked for a log of my withdrawals and deposits the staff declined, telling me i could get my lawyer to get it from them.

Refering to their terms and conditions,


Each player can create only one (1) personal account (per household, per IP address).

Creating multiple Player Accounts by a single player can lead to termination of all such accounts. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account.

The same browser? Millions of people use the same kind of browser. Im not sure about the IP address because i am using a VPN. I am very sure I am the only person in my household using my device to play,

This is not so much about the money anymore. I feel that it is totally unfair because right now every feedback i sent, any question i asked, the staff simply told me, in their own words, that “the casino calls the shots. you dont have a right to object”

This issue is about my right as a customer/player. I refuse to accept their explanation, that i have violated the terms just because they say so. and even if using a VPN service counts as a violation, as stated, winnings/returns/bonuses does not include my initial deposit.

It feels almost like daylight robbery to me. For any business, I would think it would be fair to give the customer a right to appeal the decision or even make some enquiries. How would you feel if you won, they took it away from you and told you not to ask anymore questions? They simply cut me off by replying with a chunk of the terms and conditions whenever I emailed.

Please take your money elsewhere where you are valued as a customer people!

User icon
August 20, 2019

BetChain casino have provided sufficient evidence to establish that this player has set-up multiple accounts in breach of terms and conditions. As such we will take no further part in the representation of this player's claims.

No further posts will be approved on this thread.


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holdencauli consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • BetChain
  • Curacao eGaming
  • Direx N.V.

August 13, 2019

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