BetChain Casino - A retirada do jogador foi adiada e o bônus foi cancelado.

hi.. something extremely bizarre happened.. I received some free spins and won 22EUR. I sent the documents and contacted the chat.. the attendant Jeniffer said that my document was approved and I needed to send a screenshot of my cryptocurrency wallet to process the payment. I sent it and she confirmed receipt and said that it would take 24 to 48 hours to process the payment..

I waited 48 hours and as the payment was not processed I contacted them again and to my surprise jeniffer said that the bonus was canceled because many players were winning and leaving the account inactive and not coming back to play.. but that's not my problem..

This casino is a disgrace. Does this mean that after I withdraw the 22 EUR I will be an inactive player? And if the bonus is not valid, why is it still being advertised on forums and social media and why has the bonus code not been deactivated? And why did jeniffer say two days ago that my payment would be processed?

read the email below that I received from the casino..

Dear claudiaFF,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please specify which bonus you activated? If possible, please post here a promo code or link you used to activate the offer.
• Have you played with any other bonuses before?
• Have you made any successful deposits since you've created your casino account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

hello

I'm new to this casino, I was researching some casinos on the LCB.org website when I saw this 25 free spins bonus, I opened an account at betchain and received these free spins.. after fulfilling the wagering requirements I won 22EUR..

I sent my documents and they were approved by the attendant Jennifer on the same day she asked for a screenshot of my litecoin wallet to process the payment and that it would take 24 to 48 hours for processing.

I waited for payment and after 48 hours I received this email that said the following..

Hey Claudio,

Unfortunately, we've had a bunch of people take advantage of our 25 FS NDB offer. It's meant to give players a chance to check out our casino, and get them started. There have been a bunch of players who have just used it, cashed out, and went inactive.

But, currently, we are unable to process any withdrawals associated with these NDBs, as we need to prioritize our active players.

My apologies, and if you are interested in making a deposit, please let me know, and I will make sure to get you a great promotion and other benefits.

Best,

Jennifers

I haven't deposited at this casino yet and this is the first time I've used a bonus at Betchain..

Don't you think it's strange that she says the day before that my payment is being processed and 48 hours later says that the bonus code has been canceled because people win, receive and never come back?

Thank you very much, claudiaFF, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello claudiaFF,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and the response from the casino team is really unusual. This does not seem fair and is far from an ideal customer approach. I will contact the casino to shed more light on this matter.

We would like to invite BetChain Casino to join the conversation.

Dear BetChain Casino,

Can you please explain why the player's legitimate winnings should not be paid only because other players have won from the bonus and later have not continued playing? What has this to do with the player? The reasons you have provided fall short of a fair handling of the situation. If there are any other factors that influence the situation, feel free to provide your clarification, but at the moment we must support the player that they should receive their winnings.

I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear claudiaFF,

I want to assure you that your case is not forgotten and is still on our radar despite the lack of updates. I've reached out to the casino team once again, and they have reviewed your situation. They should provide their response soon. I truly hope we can bring some clarity to this matter. I appreciate your understanding and patience during this time, and I will extend the deadline by a few days.

We were alerted to a sudden spike in promo activation for a specific NDB and geo. We decided to pause the campaign and look into accounts of players who activated the NDBs.

Upon review, this player had been flagged as having multiple duplicate accounts, and tagged as a bonus abuser. This was both within our casino and across our platform provider. This player was in violation of our casino and platform terms of services, and the account was therefore disabled.

hi

You should be ashamed of lying and trying to tarnish people's names simply because you don't want to pay, Peoples here are not idiots and you are contradicting yourself, You took a long time to answer because you were thinking of a convincing way to lie..

You sent me emails asking me to deposit and explaining that you couldn't pay me because the bonus code was disabled because there were too many people playing with the bonus and leaving, the proof of this is the email I shared here and our chat conversations... betchain casino is a disgrace and people should stay away from you, if someone wins a large sum of money they will probably have problems receiving it

I don't have a duplicate account and I don't need your money. Use it to buy a burger because you probably need it.

Good luck with your cheating.

Dear BetChain Casino,

Please forward me any evidence to confirm the above at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you for your email and for providing evidence, BetChain Casino Team.

Dear claudiaFF,

After gathering and reviewing all the necessary information and evidence, the circumstances have shifted. While I can agree with you that the casino support team has not handled the situation ideally, and they could have provided a more reasonable explanation to you, they may not have had all the necessary details at that moment. When the casino security team noticed an unusually high demand for the Free Spin bonus, they decided to pause the promotion and investigate the accounts that had claimed the bonus. During this review, it was detected that multiple bonuses were claimed from the same device and IP address as yours. Therefore, the casino team is within their rights to forfeit your winnings, as it is a fundamental rule that each player is permitted to maintain only one account. The casino team has acted according to their terms and conditions, to which you agreed when you created your account and claimed the bonus.

Each player is allowed to create only one (1) personal account.

9. USE OF PLAYER ACCOUNT

 Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

 Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account.

Anti-fraud policy

The Casino has zero tolerance to advantage play. Any player who will try to gain an advantage of Casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of:

- creating more than one account in order to get an advantage from casino promotions;...

In light of the circumstances, I must unfortunately conclude that your complaint is not justified.

I strongly recommend that you familiarise yourself with the casino's rules and follow them to avoid any similar disappointments in the future.

I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru