Betchan - Bonus and deposit cancelled

Ruling

Resolved - Both the submitting complainant and BetChain Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Betchain Casino Review.

Player's Complaint

Hello,

I got an offer per E-mail (which also shiws up on the main page) for a 25% deposit bonus on wednesday up to 25€ bonus. I deposited 50€ and got 12,50€ bonus. I played pirate gold with 2€ Spins and I won. I never dropped below 12,50€ balance. I have done all the wagering requirements and requestet a withdrawal of 758,30€. my withdrawal request was cancelled without informing me per mail and my total balance was set to 25€, so I have to go to the live chat. The live chat agent told me that I am only able to withdraw 25€, because I have played with a bonus, which totally makes no sense. She wasnt able to point out her mentioned terms snd conditions. She insisted that I lost my deposited money (my balance never dropped below the bonus amount of 12,50€) and won wirh the bonus money and I am only allowed to win 25€, which is nowhere mentioned in the terms and conditions. I asked her two times to transfer me to a manager or supervisor, but she didnt want me to transfer. I looked at my transaction history and I withdrawed at least two times on wednesday more than 25€ with the same bonus offer (on 15 july more than 1000€). I am verificatet at betchain, I played in my Iphone without using wlan.

Read the casino review

6 Responses

ThePOGG

September 10, 2020

Hi sctanja - welcome back!

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

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

Thanks,

ThePOGG

sctanja

September 10, 2020

Hi, thank you for the reply. I saw you mentioned "betchan" but I submitted my complaint for "betchain".

ThePOGG

September 13, 2020

Hi sctanja,

Betchain inform us your balance has been restored. Could you please check and confirm?

Thanks,

ThePOGG

sctanja

September 14, 2020

Thank you so much, the balance has been restored :)

ThePOGG

September 17, 2020

Hi sctanja,

Thanks for letting us know - it is appreciated!

ThePOGG

ThePOGG

September 25, 2020

Hi sctanja,

Can you please try again?

Thanks,

ThePOGG