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Betchan - Withdrawal delay

Ruling

Resolved - A verification issue has been resolved and this player has now confirmed that they have received their funds from BetChan Casino.

Read our BetChan Casino Review.

Player's Complaint

Hi,

Betchan keeps me waiting without information. I requested withdrawals after completing all the verification documentary they required. Now it's been over 5 days and I only get one and the same response from their operator "As I see your request is pending. All of our withdrawals are being checked by financial department in a queued order. Don't worry, we'll get our hands on yours as soon as possible. " Without my knowledge, I logged their casino in Turkey via Browser Opera during my vacation and probably browser VPN got me into the Casino. I then thought it was miraculous and ran the game one day until I was told by the operator at Betchan that it was forbidden to play via VPN. Payout would not happen as they have seen double account. I didn't understand any of the meaning of double account. I only have one account with them. I stopped playing immediately to return to my home in Stockholm on the 24th of September. The some days later, my documentary supplemented with the required verification. I have played at several casinos and none of them required so many different verification documents. They try to drive us up the ditch and winning time for us to lose our money. The pensive side of this company. Now I have € 9715 with them and would like to withdraw this money as soon as possible.

I hope you can help me resolve this conflict with Casino Betchan.

Kind Regards

Sunshine

Read the casino review

5 Responses

User icon
ThePOGG
September 6, 2019

Hi sunshine - welcome to ThePOGG.com! 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. With regard to your complaint, while we will contact the operator on your behalf, the chances of us being able to assist you are low. The BetChan terms and conditions include the following:

"Israel, Spain, Netherlands, France, the USA, Turkey, Latvia, Dutch West Indies, Belarus and Curacao are also among restricted countries."
If your account has accessed and played while you were in a restricted country the operator would be within their rights to close your account and void all activity. We can ask the operator whether they would be prepared to make an exception in this case, but this would be discretionary - i.e. not something we can force them to do. Thanks, ThePOGG Thanks, ThePOGG

User icon
sunshine
September 10, 2019

Hi Admin,

Thanks for your quick response. As I wrote I did not have any knowledge that I am not allowed to play in this Casino from those countries. But I knew it was forbidden playing at casino if you are Turkish residents. But I am not. As I wrote you before I felt that miraculous when I succeed to login their casino via Opera Browser. Day after I first time logged in I heard that Opera has VPN system and let us reach another sites in Europe and USA.

My hometown is Sweden since 15 years back. I played once or twice in their casino no more.

They asked me to verify me in several different ways and I did when I returned home to Sweden. I send my picture at home, outside home, under the sign of gate, holding my pass and my face front of my Betchan profile. Apparently it was not enough and they asking me now to do a skype meeting know.

Betchan is asking me prepare my passport and the bank card that I made deposit with for a Skype meeting. But I do not use my card anytime. Only logged in to my bank account via trustly and made a banktransfer. I think Trustly is most reliable system that verifies by BankID which is electronic identification system in Sweden. Why do they still try identify me?

Anyway We will do a skype meeting on thursday 6pm (swedish time)

/Sunshine

User icon
sunshine
September 12, 2019

According agreement, Betchain would call me via Skype and so I would verify my self via video call. But they did not do. And send me mail below after I chat with their live-supporter.

"Dear Player,

We have transferred the information to your Manager, she will contact you as soon as possible and you will agree the preferable tame and date.

Best regards,

Casino Support Team "

User icon
sunshine
September 13, 2019

Hi

After verification of me Betchan accept to withdrawal and start to pay directly.

Case Closed. Thanks Betchan and The Pogg.

/Sunshine

User icon
ThePOGG
September 17, 2019

Hi sunshine,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

sunshine 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.

September 6, 2019

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