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