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Betchan - has diminished profits

Ruling

Found for the Casino - This player has opened multiple accounts, in violation of operator terms of use. As such there is nothing we can do to assist them.

Read our Betchan Casino Review.

Player's Complaint

Dear Sir/Madam,

Last week I logged in onto my Betchan account. My Ipad recognised an account including passport. When I saw my balance, I saw that there was still 107 euro on it, that was a surpise. As I looked further I saw that I made an deposit on 19-05-2019 but left the account with money on it. So I decided to play Lightning roulette with the amount of money. In a couple of hours I made it up to a profit of 1000 euro and decided to cash out.

My account wasn't verified, but the day after I delivered all the necasery documents. Later that day I recieved an email that I had a duplicate account and that they took all my winnings except the amount of money I had deposited on 19-05-2020.

I was shocked, because I tought I did had another account but had it deleted on januari 2019. So in the meantime there is still money on my account, got none messages about it, and when I made a nice profit, they took everything from me?!

Many emails went back and forth, but they decided to block my account and also they are not willing to give my winnings back to who they belong.

In my opinion this is absolut madness, when they had mail me for like 1 year ago, I wouldn't have logged in on my account and would have play in another online casino (the winnings would be the same). I feel like someone stole from me and I can't do nothing about it. If you want copy's from all the emails, I can deliver it to you. I really hope there will be a solution and that I will get the money what belongs to me.

Regards,

Read the casino review

2 Responses

User icon
ThePOGG
September 10, 2020

Hi pwrfll - 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

User icon
ThePOGG
September 18, 2020

Hi pwrfll,

I've reviewed your communication history with Betchan and sadly we cannot uphold your claim.

While you did ask for your original account to be "deleted", the operator did NOT state that was the result of your request. They responded that your account had been "closed".

You are only allowed to open a single user account. You already had an account that had you wished you could have re-opened. Opening a second account was a breach of operator terms of use. As such all you are entitled to is a refund of your deposit.

Sorry we cannot be of further help.

ThePOGG

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Agreement

Pwrfll 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:

  • BetChan
  • N1 Interactive Ltd

September 10, 2020

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