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BetChan - Withdrawal of Funds

Ruling

Resolved - A verification issue has been resolved and the submitting complainant has now confirmed that they have received their withdrawal.

Read our Betchan Casino Review.

Player's Complaint

I deposited funds using a virtual, disposable, credit card - a service offered by Revolut (https://blog.revolut.com/introducing-disposable-virtual-cards/).

This means that the card can only be used for one transaction before disappearing - in order to prevent identity / card theft.

When withdrawing, the CS team requested a document showing ownership of the card - this document does not exist, as the card is virtual and disappears after use.

I stated this several times (12+ times) to CS, who only repeated the same request over and over in a copy paste.

No alternative means of verification has been asked. When asked what this means for my funds, I receive no response.

I have submitted: Passport, selfie, utilities bills, screenshot of the transaction and can do any verification you want.

I just can't do the card - as it is no longer in my account.

My tickets are: #VRTOU, #TCAPI, and #25ZZQ.

I understand the need for verification, but it is immensely frustrating when the agent ignores my response, and just asks for the same thing over and over again.

Read the casino review

4 Responses

User icon
ThePOGG
November 8, 2019

Hi infinitynl - 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.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
ThePOGG
November 12, 2019

Hi infinitynl,

I've spoken to BetChan regarding this issue and they inform me that you have been successfully verified and that your payment will be delivered shortly. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

User icon
infinityNL
November 13, 2019

Hi ThePogg, I can confirm that I was able to withdraw my funds. Thanks for your help!

User icon
ThePOGG
November 15, 2019

Hi infinityNL,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

infinityNL 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.

November 8, 2019

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