BetChain Casino - Виграш гравця було конфісковано після незрозумілих умов бонусу.

Hello,

I won a VIP tournament on Betchain, where the main prize was 1000 free spins. After using the free spins, I went to check the bonus terms on the website. I found the terms, but they didn’t mention anything about the maximum win for the bonus, so I asked the staff about it. I was told that if it's not specifically mentioned, the maximum win is 5000.

I won over 7000 with the bonus and expected the amount to drop to the stated 5000, but after the wager was fulfilled, it dropped to 250 EUR. I went to ask in the chat about what was going on, and I only received evasive responses, with no progress made. I also asked for contact details for someone in charge, but they refused to provide them, so I am forced to make this public.

I have video footage of the entire website, the visible bonus terms, the drop in amount after the wager was fulfilled, and the live chat conversations.

Hello Tedveukka,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetChain Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Was this your first tournament you participate in?
• When was the last time you spoke to the casino and what was it about?

I've checked a few bonus terms on the website and found out that deposit bonuses has a maximum withdrawal limit of 5000€. Most of free spin bonuses has a maximum win of 100€. However, I could not find any specific rules regarding the free spins awarded from the tournament.

Looking forward to your answer.

Regards,

Nick

Account has been confirmed since 16.09.24, active user since then. At the highest vip level.

I have played several tournaments. The conditions have been presented.

I spoke with the staff earlier today. We talked about the presented conditions, which had suddenly changed.

Attached are a few screenshots. They make fun of you, even during this conversation he linked 2 different promotions completely intentionally to provoke. There is enough material, they have acted against the terms more than 6 times for me, repaired only 2 times, of which the second time they refunded 180e of the balance of real money 56 bonus money 😂 Now there was such an expensive violation that it cannot be allowed to happen.

Tili on vahvistettu 16.09.24 lähtien, aktiivinen käyttäjä siitä asti. Korkeimmalla vip tasolla.

Olen pelannut useita turnauksia. Ehdot ovat olleet esillä.

Puhuin tänään aiemmin henkilökunnan kanssa. Puhuttiin esitetyistä ehdoista jotka olivat yhtäkkiä muuttuneet.

Liitteenä muutama kuvakaappaus. He pitävät sinua pilkkanaan, tämänkin keskustelun aikana hän linkkasi 2 eri promootiota täysin tarkoituksellisesti provosoidakseen. Materiaalia riittää, he ovat toimineet vasten ehtoja yli 6 kertaa kohdallani, korjanneet vain 2 kertaa joista toisella kerralla hyvitti 180e oikean rahan saldosta 56 bonus rahaa 😂 Nyt tuli vaan sen verran kallis rikkomus että ei voi antaa olla.

Thank you Tedveukka for all the information provided.

As it is unclear from the casino terms what is the maximum win limit from the tournament spins, and they have even provided a misleading information, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Tedveukka,

I'm Michal, and I have taken over your complaint. I have reviewed your case and 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 provide us with clarification as to why the player's tournament winnings were capped at "only" €250? If there are any factors that contributed to this decision that cannot be disclosed publicly, please feel free to send the information to me at michal.k@casino.guru

This player is trying to force our casino into giving him a refund, as he has recent losses.

The player played and won. After he played and won he went to our livechat to ask about the terms on the tournament FS he won (note – this occurred after he played, having played with the understanding that there was a 250€ max win as per the rules of our tournament). This was not the first tournament the player had participated in and we believe he was well aware of all of the terms and conditions as these are fairly standard over all of our tournaments.

We believe he went to livechat (when he has a dedicated 24/7 VIP manager) in the hope that there would be a situation that he could take advantage of.

The livechat support engaged with the player and informed him that our standard maximum withdrawal amount is 5,000€ on any bonus money. The agent was not aware that the player was talking about the specific tournament he played in and was of the opinion that the player wanted general information. He then pointed him to several tournaments, as references, as the player started asking about a tournament that was no longer live.

In this instance, 5000€ max withdrawal (on winnings from bonus money) was the correct amount with a 250€ max win on the FS. This is common practice in the industry and players can always check on the specific terms if they are unsure. As can clearly be seen from the above posted communication there was some misunderstanding on the part of our agent and perhaps, he wasn’t as clear as we would have liked him to be. This however does not negate the preset rules of the tournament.  As a result of this interaction the player was excited and realized that there was likely an error and that this was a situation he could manipulate for his own benefit.

As Nick mentions above, our free spin bonuses always have max wins associated with them – in this case it was 250€.

In this instance, because we valued the player we gave him the benefit of the doubt and in the spirit of goodwill and compromise we decided to offer him an additional 1250€ of bonus funds as well as a special promo for 25% cashback on future deposits/losses. We were under no obligation to do this but we value our players and we wanted to maintain our relationship

The player expected us to break all our rules for him and as can be seen in the highlighted section of the second screenshot, the player is really trying to force us into giving him real cash money, this was also his strategy in submitting this review.

We are a casino with a 10-year history in the industry and a proven track record of operating with integrity and honesty. Our reviews are there for all to see and a quick check of any related forum will verify this claim.

We will always try to be fair, but we will not be bullied with the threat of negative reviews.

As always the player is welcome to approach us to reach a fair and equitable compromise.

Hello,

First of all, your claims of threats are ridiculous.

A/ I tried to handle the matter in a way that it wouldn't have to be made public, but I wasn't given the opportunity to do so. You only offered a bonus with an impossible wagering requirement, and I wasn't given the management's contact details.

B/ As I stated in our conversation on WhatsApp, I am not threatening, blackmailing, or inventing demands. I just want what is rightfully mine

C/ Prove your claim. I have only asked for what is mine, I have not made any threats.

Regarding the understanding of the terms:

Very simple: show me where it says that the maximum win is €250? Why on earth would I ask that if I already knew?

I want to emphasize this:

The maximum win has not been a standard €250 in the tournaments, as they imply.

Also, this was the first VIP tournament they have organized during the time I’ve been an active player.

Furthermore, the tournament win and the free spins bonus are not the same thing.

"and players can always check on the specific terms if they are unsure."

This is exactly what i did.

As you can see from the attachment, there has been no misunderstanding. The question is clear, and so is the answer. We are talking about MAXIMUM WIN FROM BONUS.

I don't expect anyone to break the rules, but you are the ones doing so, and I would appreciate it if you followed the rules 🤣. Hilarious...

And the idea that I would go to live chat hoping they would make a mistake? That is a really ridiculous claim. They are, as I know, staff members and just as qualified as your "VIP manager." The difference is that you get an immediate response from them. If you check what time I’ve gone to ask this, you’ll understand. I wanted to start the wagering, but I wanted to know the rules before starting it, because for some strange reason, you hadn't published them? And as your staff says: If not stated otherwise, my maximum win from the bonus is €5000, which seems very clear to me.

How dare you claim that someone could confuse "Max win from bonus and withdrawal"?

Do you really think people are that stupid?

If needed, i can upload loads of attachments, just tell me what you need.

This statement shows that they are just trying to lie:

"The livechat support engaged with the player and informed him that our standard maximum withdrawal amount is 5,000€ on any bonus money. The agent was not aware that the player was talking about the specific tournament he played in and was of the opinion that the player wanted general information. He then pointed him to several tournaments, as references, as the player started asking about a tournament that was no longer live."

In attachment (i got video too):

I say:

I mean that vip tournament what just ended, im just wondering if it has max win for bonus part

Answer:

The maximum win amount processed to a player is 5,000 € unless otherwise specified in the Terms & Conditions of a specific promotion.

I ask:

Okey so it is 5000 for this one?

Answer:

Yes sure.

"Several tournaments" one tournament and one freespin promotion, like what you are talking about? And i corrected them everytime, like you can see from attachment: :This leads into this but i mean VIP tournament what just ended. He linked one tournament as "reference" and that one had 20x wager and 30 000€ prize pool. That tournament suddenly just dissapeared from your site, i was 2nd place on that too(OVER 270 000€ REAL MONEY BETS DONE), least price what i was about to win: Ipad mini + 6000€ 20x wager, should have ended 15.12.2024, just gone. Can prove if needed.

Dear Tedveukka,

Please forward all your communication with the casino team to me at michal.k@casino.guru. This will allow me to have a better picture of the circumstances. While I acknowledge the rules here:

don't particularly mention the max win of €250, however, this is a standard rule over all of the casino's tournaments as we and also the casino team have mentioned. To take any advantage of the most likely unintentional miscommunication as the casino team mentioned above does not really seem fair. Additionally, the casino team provided a form of "compensation" for the inconvenience, which suggests that they were indeed willing to address the issue in some manner.

Have you screenshotted the whole disputed tournament rules? If so, please forward that to me as well if they are more specific than the one on the above screenshot. I would like together all the relevant info and evidence to be able to assess the situation.

Dear BetChain Casino,

Thank you for the above explanation, however, I must agree with the player that they have quite clearly asked the livechat operator about the VIP tournament winnings. I do understand that there could have been a human error regarding the response. None of us human beings is perfect of course. Just want to clarify The tournament was "Tournament Free Spins" so the player has won a certain amount of free spins from the tournament, correct?

Oh i see what is goin on.

Dear Michal, where did you get that "is standard"?

Id like to remind you about YOUR staff member statement:

I've checked a few bonus terms on the website and found out that deposit bonuses has a maximum withdrawal limit of 5000€. Most of free spin bonuses has a maximum win of 100€. However, I could not find any specific rules regarding the free spins awarded from the tournament. - Casinoguru Nick

These "standard rules" came after i won.

And yes, i have full site documented.

I am not seeking handouts or waiting human errors (LOL), I just want that what is rightfully mine.

Could i get half of my deposits back, they were "human error" LOL. This is getting really funny.

And im so confused why casino just cant prove me wrong and you are waiting that im the one who sends proof so they can react to it.

It is their site, they got all the data collected, im not fool.

Dear Betchain, just send the data so we all can see that i am the one who is lying. Do your "technical investigation" and prove my statements wrong, please. 🙂

All what they have put in is 2 cropped images from whatsapp and even those low quality pictures had 0 value in the problem that we are talking about, like what is goin on?

I have sent proof from terms, statement "if not stated otherwise max win is 5000" from casino and proved that they are lying.

Still the conclusion is that im seeking opportunites to cheat and "bully"?

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 Tedveukka,

Although I can agree that my previous response might not fully reflect what I was trying to say, let me clarify that.

My colleague Nick previously indeed wrote this:

Most of free spin bonuses has a maximum win of 100€. However, I could not find any specific rules regarding the free spins awarded from the tournament.

And this is correct. However, I have referenced the usual tournament max win of €250 standard rule over all of the casino's tournaments that I could find, and that was communicated to you by the casino team as well.

For example https://betchain.com/tournaments/837

I do agree once again that in the screenshot you have provided us the max win is not specifically mentioned and that the livechat operator has not provided the most accurate information.

I have still not received any email from you about the whole circumstances so I cannot fully assess your case.

Nevertheless, the casino team has acknowledged the not ideal handling of the situation by their support and offered you, what at the moment seems like, a fair "compensation" for the inconvenience. So we cannot say the casino team was not willing to handle the situation. On the one hand, I fully understand your point of view that you were not fully and properly informed about the limit to the tournament winnings. On the other hand, as you rightfully mentioned, this particular tournament was the first VIP tournament of it's kind for certain players only, so potential issues can occur.

I was informed the winnings were capped to the €250 automatically by the casino system after you fulfilled the wagering conditions. Well, actually, in general, we support and advocate for the automatic application of any restrictions that are attached to a bonus, like max bet, restricted or allowed games, max win, etc. This seems to be the case with your winnings as well. I again agree that so far I have not been handed evidence that this max win restriction was mentioned in the tournament rules, so I'm awating that and 

I will await the evidence from you as well. Please forward it to me at michal.k@casino.guru. I have requested the evidence from the casino team as well to review and to be able to come to a fair conclusion.

Okey, but what im saying and Nick mentioned, the 250€ was not "normal" prize from tournament winnings, "However, I could not find any specific rules" and if every tournament would have 250€ winning cap he would have told 250 is standard win like he did with deposit bonus spins, right? It became standard prize after my win. Pretty much when they knowledged that in gonna keep goin forward and not take monopoly money instead of 4750€.

And if you do business with people, RULES gotta be clear. Its same for both sides, i cant change rules after my deposit, because i have accepted them when i made that deposit. All rules i could see i have documented and rest i asked and documented, i dont care at all what they think is "standard". These are the rules they made and these are the rules we follow. Nothing says otherwise. They just changed for some reason after i won.

"Max win is 5000 if not mentioned otherwise in promotion terms" SIMPLE AS THAT. No human error, how person at live chat would just make up statement like that?

I will provide all the evidence after casino have used their time to not respond or they have lied more. They have provided NOTHING relevant into this issue and that should not be THAT HARD IF THEY ARE NOT LYING.

I have to be like this because they tried lure me many times at whatsapp and i dont trust them at all after all these lies. Like i have told this is not first, not second, not third term break they have done and i have been VERY FAIR with them but that fairness is gone. Im just letting them to choose how deep they want to go and somehow they see these actions as bullying (????) 😂 Like i said in their "evidence", i just want my money, not bonus money and be done with this bs.

Im still baffled how 1250€ monopoly money with 5e max bet and 55x wager is "fair" when 4750€ real money is missing. That is nearly impossible wager and thats why they offered it.

Im atm missing ~120 VIP Bonus money 6000e tournament bonus money with 20x wager, ipad mini and 4750e from them.

Hello Tedveukka,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Tedveukka,

I would like to kindly request again that you share the complete correspondence between yourself and the casino team with me at michal.k@casino.guru. Without this information, I find it challenging to fully understand the situation, as I am encountering some conflicting details.

I would also like to remind you that the disputed winnings are associated with VIP tournament free spins, and not from a standard bonus. As previously noted, all other tournaments have a maximum win limit, which is automatically enforced by the casino system because this is a standard setting; therefore, this limit is also applied to the VIP tournament free spins.

Additionally, while I can empathise with the frustration stemming from any misunderstandings—particularly regarding the maximum win amount—it is important to note that using any somehow offensive or overly persuasive language towards the casino staff, for example, threats in posting negative reviews on various websites, etc., does not facilitate a constructive resolution. I will work on finding a suitable consensus acceptable for both parties.

With this being said, I look forward to an email from you.

Hi Michal,

I simply don't care what the casino claims to have set as the max win. The stated max win is 5000, as my evidence shows. I even double checked it is 5000 for this too and answer was, yes sure. I don’t understand why this can’t be understood. I don’t see what the casino claims to have set anywhere, this data is not visible to customers. What is visible to customers, is binding. Are you really trying to say that a customer has to adhere to rules they can’t even see?

Could you also provide some facts for your "threat" claims? If I state that I will escalate the issue because the casino refuses to cooperate, is this a threat? They are playing with my money and time, do I not have the right to seek correction for their mistake? Doesn’t your site rely on that? From my perspective, I have been very fair; I’ve openly told you what I will do, I tried to resolve the issue "internally," but I wasn’t given the opportunity and left the decision to them. Or do you count false complaints towards the casino’s score? ...? That's what I thought.

I believe we were waiting for a response from the casino last time, so how is it now suddenly my responsibility? "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."

I can send you videos of our conversations, that's no problem. I can’t help but wonder why you’re nitpicking about how I’ve spoken to the casino? We are now trying to clarify whether they’ve broken their own rules or not, and the casino has still not provided any evidence related to the matter.

And is the "VIP tournament bonus" somehow of lesser value than a regular one? You can only participate in the tournament with real money, this bonus is harder to achieve than a deposit bonus? Now you’re talking about VIP tournaments, but you’ve also linked an image of a regular tournament. There has never been a €250 win cap in tournaments before my win, and this has also been confirmed by YOUR employee. I achieved these spins with real money and they have told if not told otherwise in terms, max win from bonus is 5000€. + They have shown that they are ready to lie.

Apologies for the tone, im just really frustrated and getting paranoid with this casino. Can’t the casino just prove my statement wrong? Isn’t that what should be required so that this constant back-and-forth between US can finally end?

And solution, they have not offered anything basicly, i dont take monopoly money when im missing real money, who would? And just give me what casino have promised: 6000€ with 20x wager and ipad mini.

They have been nice, made alot of promises to fix things but nothing have happened, nothing. Isnt that lying? Empty words and making me to wait for nothing, that's totally fine?

Video will be in your email in few mins.

Dear Tedveukka,

Thank you for your email with the video. As I mentioned in my email to you, I will continue my dialogue with the casino team and work on finding a suitable resolution acceptable for both parties.

Dear BetChain Casino,  

I have reached out via email and am looking forward to your reply.

Dear Tedveukka,  

I would like to share a quick update with you. I am in ongoing communication with the casino; however, we have yet to reach an agreement on what we consider to be the appropriate course of action for this matter. There are still some crucial pieces of evidence that have not been shared with me. I have communicated our position to the casino team and am currently waiting for what seems to be the final response. I will be extending the deadline by an additional three days. If I do not hear back from the casino team by then, I will have no choice but to classify this case as unresolved.

Dear BetChain Casino,  

I have reached out via email again and am looking forward to your reply.

Dear Tedveukka,

I have received additional information and evidence from the casino team. Although certain points have been clarified and I have received the complete tournament rules, which do include the disputed win limit, it has not been adequately demonstrated that the full rules were presented or made available to all participants. I'm still seeking clarification on this.

Dear Tedveukka,  

I wanted to follow up on my previous email. I am anticipating a call with the casino representative, and I am hopeful that we can reach a mutual agreement to address this matter. I will also be extending the timeline by an additional three days. I will keep you updated as soon as I have more information.

Dear Tedveukka,  

I wanted to update you on the ongoing situation through email. Since the matter is still under consideration and we are awaiting further input from the casino team, I will be extending the timeline by an additional 7 days. I have my fingers crossed that we can reach a satisfactory agreement for all parties concerned.

Dear Tedveukka,

As I informed you via email, the next steps in regard to the situation need to be approved by the casino management. I hope to provide some positive news next week.

Dear Teemu,

I hope this message finds you well. I wanted to provide you with an outcome regarding the discussions I’ve had with the casino representative concerning your case. Initially, there appeared to be some possibility of reaching a more favourable resolution. However, after further deliberation, the final decision rested with the casino’s management, and they have chosen to maintain their previous offer of a 1250 bonus with a 55x wagering requirement. I understand that this may not feel like an adequate resolution to you, and I share your disappointment in this outcome.

Regarding the win cap of €250 applied to your tournament winnings, I was provided with evidence that this was correctly implemented in their system. Such a rule is implemented in all of their tournaments. However, I agree with your observation that this condition was not clearly outlined in the tournament rules at that time, and the information provided by the live chat support was also inaccurate. Given that you did not violate any terms, I emphasized to the casino representative that a reputable operator should either honour your winnings or work toward a fair compromise. Regrettably, we were unable to achieve this, and as a result, we have no choice but to close this case as unresolved.

I completely understand that this is not the outcome you were hoping for, and I share your frustration. That said, the unresolved nature of this complaint will impact the casino’s rating, which could potentially encourage them to reconsider their position in the future. Should they choose to revisit and resolve the matter, we will reopen the complaint and notify you via email.

In the meantime, if you wish to explore further options, you may consider submitting your complaint to the Curaçao Gaming Control Board (GCB) using their contact form. While the GCB does not officially mediate disputes between players and operators, they may still be able to offer some assistance, and it could be worth pursuing this avenue.

Please do keep me informed if you decide to proceed with this or if you receive any updates from the casino or the GCB.

Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru