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BetChan - Lack of transparancy in declied cashout's


Found for the Casino - You are responsible for tracking your own balance and ensuring you only wager funds that you are comfortable losing.

Read our Betchan Casino Review.

Player's Complaint

I had a cash-out pending, which was declined (please not that getting your account verified is basically impossible, since you can't use PDF, even though most official parties use email to correspond in the Netherlands). However, I was never informed that my cash-out had been declined and as a result my funds were transferred back to my account. An automatic e-mail did went out, but it landed in my SPAM folder, but given the pace at which the roulette ball spins, this is irrelevant, because even a timely e-mail would never have been fast enough to help me decide.

Since I wasn't notified what so ever, I gambled and lost money I didn't intend to risk.

I feel very much cheating and as a compromis expect all my deposits (€1800) to be transferred back to my account and my account to be closed afterwards. I feel like this is a fair solution, since Benchan's poor communication, I was under the impression I'd be getting 4k no matter the spin.

Read the casino review

1 Responses

User icon
March 9, 2020

Hi stijn96 - welcome to!

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 – and the terms of use for our complaint service here -

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.

Unfortunately there's nothing we can do to help you in this instance. The responsibility for tracking the funds that you are wagering with is your. Where a withdrawal is cancelled we can assist in rectifying the withdrawal issue. We cannot pursue funds that you have already played down in this manner.

Sorry we cannot be of further help.


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Stijn96 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
  • Direx N.V.

March 9, 2020

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