Betchan - Conficating my cashout of € 21500,00

Ruling

Resolved - Betchan Casino inform us that this issue has been resolved. The player is non-responsive to our requests for an update so we assume they are happy.

Read our BetChan Casino Review.

Player's Complaint

Below you will find 2 conversations. The reason for this message is that I've been playing fair and honest at Betchan. I depostited 100 times and more over the last couple months. During that time I tried to cash out, but untill this morning I was not able to send them the necessary documents. It's a very difficult procedure. Time and again they told me that they could not read the docs. This morning finally I managed to get it done properly and wanted to cashout € 21.500,00. Unfortunately Betchan is not willing to do so by reason out of the blue sky I have a second account. I only learned that via the chat operater last week. I asked him the where abouts regarding this account, as I had not clue at all that I had that account. Not to worry he said, as this account was closed, not active and he could not give me any information.

So how is it possible that Betchan for that reason closed my account and confiscate the amount of € 21.500,00.

In my opinion rules and regulations apply for both sides. When I violated these rules, how is it possible that Betchan allows me to deposit over and over again. That [EDIT], VIP manager has given me a special deal, as token of appriciation that I receive a cashback of 10% based on my weekly deposits (every monday I receive the 10%). How come that in a short period of time I reached the 5 VIP level. I tried over and over again to get some winnings/cashouts back, Over and over again I received the same message that the paperwork was not transferred in the form they needed. Finally today I achieved to send in the proper paperwork and than they tell me Im a fraud.

Im not the fraud here. I spend thousands of Euro's into this casino and finally I was able to claim something back and the outcome. They closed my account based on facts which were known by them all along. They did not inform me and allowed me to deposit over and over again.

My question to you is to investigate this matter.

I have confidence in a positive outcome and that you will see my point of vlew and that you are able to re-open my account, but most of all that you will be able to convince Betchan to transfer the amount of € 21.500,00 into my bankaccount asap.

If you need more information please do not hesitate to ask me. I have a lot of emails proving that Im not the bad guy here.

Kind regards

[EDIT]

Your ticket has been created.

Account information.

[EDIT]

Mon, 06/03/19 10:20 am

Dear Player,

The Security Department found that you have more than one account at Betchan, which is the violation of our Terms and Conditions: Each player can create only one (1) personal user account. Creating multiple accounts by a player (“Duplicate Accounts”) can lead to termination of the accounts and suspending of all payouts.

Moreover, you have used bonuses on both of your accounts, which is the violation of our Bonus Terms and Anti-Fraud Policy: In case the player has a duplicate account with bonuses, or same ID, or used few accounts in the same browser, or same playing scheme at both accounts, the casino reserves the right to terminate such accounts and withhold the win. If a customer avails of registration freespins herewith his/her county differs from IP address, the administration of the casino reserves the right to terminate such accounts and withhold the win in order to avoid negative practice in the future.

Due to the Security Department has made a decision to confiscate all winnings and close the account permanently.

This decision is the final decision.

Best regards,

Casino Support Team

-------------

[EDIT]

13:14 (1 uur geleden)

aan Betchan

Hello,

I do not understand this. I do not know that I have an other account with you. I learned from your call agent this week that I indeed had once upon a time an other account with you, but that account is closed. There are no activities done by me. As you can see I only used the account on which I have claimed € 21.500,00 cash out. So I demand that you restore this account and cash out this amount of money. I did not do anything that gives you the reason or suggestion that Im handling in not a good manner of even that I have been unfaithfull, or even fraude. I did not behave in such a manner.

Besides if the rules you apply to is relevant than it does count both ways. I think that you should have informed me about this and second you had to close this account before all of my deposits. It can not be the case that you allow me to play and to make all these depostits and just now when I finally did see the change to hand over all of the documents that you requested after several attempts that out of the blue sky you close my account, sothat you do not have to cash out my winnings.

Hopefully you see my point and reconsider and open up my account and even more make the cashouts with the value of € 21.500,00

Kind regards

[EDIT]

Read the casino review

8 Responses

ThePOGG

June 3, 2019

Hi linde351 - welcome to ThePOGG.com!

Unfortunately you've chosen to play with an operator who are negatively listed with this service and who have been uncooperative with us in the past. While I will try to contact the operator on your behalf the chances of a successful mediation are low.

I also need to be clear that if you have opened additional accounts it is highly unlikely that we will be able to help you. This is prohibited at all online gambling operators.

Thanks,

ThePOGG

Linde351

June 3, 2019

Thx for doing the best you can of course. At the best of my knowledge I can not recall that I even have an other account at Betchan. Second the chat operater told me last week that there was no problem at all. I asked him to give me information about this so called 2nd account, but he was very clear that this account was not in use, was closed and he could not get into that particular account to give me the information I was very curious about. Nevertheless even when this account excist how is it possible for me than that I could deposit over a 100 times in total thousands of euro's into the account I played with and received the cashback incentive of 10% and all of those benefits, why did I receive over and over again the same old, same old message that the paperwork was not readable and just this morning finally I managed to get it done and than out of the blue sky confiscating my € 21.500,00 winnings and close my account. The fraud is not on my side, BETCHAN/DIREX are the bad guys here and I will make it a lifetime achievement to nail BETCHAN and DIREX and all their affiliates to the ground.

ThePOGG

June 7, 2019

Hi Linde351,

I've spoken to BetChan and they inform me that this issue has been resolved. Can you confirm that you've received your funds?

Thanks,

ThePOGG

Linde351

June 7, 2019

Hi The POGG,

Thx at first for your intervention. I did help although Betchan indeed reopened my account and returned the € 21.500,00 on my account. I have the funds back. The cashout is a big hussle. They are very annoying, infantile and changing the pay out rools on there convients. A lot of different staff members seems to be involved, even the ones from Spinia casino (big questionmark here, as I do not have anything to do with that particular casino). The status of today is that I received only € 8000,00 back and may return the favour only next weeks for hopefully an other 2x € 4000,00 per day cash out. So it'll take 3 stressy weeks to trust on the fact that I get the € 21.500,00 finally in my bankaccount.

ThePOGG

June 11, 2019

Hi Linde351,

BetChan casino run on the SoftSwiss platform/Direx NV license and as such shares various resources with Spinia.

I'm going to hold this complaint open until you confirm you have received all of your funds so I would appreciate it if you could confirm as that happens.

Thanks,

ThePOGG

ThePOGG

June 25, 2019

Hi Linde351,

Have you received your funds?

Thanks,

ThePOGG

ThePOGG

July 2, 2019

Hi Linde351,

I'm following-up on the above again?

Thanks,

ThePOGG

ThePOGG

July 9, 2019

Hi Linde351,

If we haven't heard from you by Friday the 19th of July I'll assume you've received your funds and close this complaint.

Thanks,

ThePOGG