Betchan Casino - Акаунт гравця заблоковано.

So I've been a Betchan casino customer for over 3 months now

and have an account that my husband and me play with.

That means we have been paying in from 2 accounts for three months,

from my and my husband and so far there have been no warnings or complaints about it, with one of the payouts you even knew that the deposit came from another account and for the payout you need a screenshot of the account and the deposit I have made and submitted and the winnings were paid out. And now I have earned 2000 euros and wanted to withdraw that too, the 3 times were refused and I reported to chat / support, the same game again I uploaded a sceenshot of my husband's account with the deposit when I uploaded it later wanted to register my account was blocked and now I don't know what to do

after all, we deposited 350 on the same day.

And what interests me is why did the casino accept deposits for 3 months, especially when we lost, but no longer when we have won. And what about my money that I deposited into my husband's account on that day or in the 3 months.

As I said, I don't know what to do

Also ich bin jetzt seit über 3 Monaten Kunde bei Betchan casino

und habe einen Account mit dem ich und mein Mann spielen.

Das heisst wir zahlen seit drei Monaten von 2 Konten ein ,

von meinem und von meinm Mann und es kam bis jetzt keine warnung oder Beschwerde deswegen , bei einer der Auszahlungen hat man sogar daraf hingewissen das die einzahlung von einem Anderen Konto stammte und für die Auszahlung brauchen sie ein screenshot von dem Konto und der Einzahlung hab ich gemacht und eingereicht und der Gewinn wurde ausgezahlt. Und jetzt hab ich 2000 euro erspielt und wollte mir das auch Auszahlen lassen ,es wurde die 3 mal abgeleht und ich meldetet mich beim chat /support , wieder das gleiche Spiel ich habe ein sceenshot von Konto meines Mannes mit der Einzahlung gemacht hochgeladen als ich später mich anmelden wollte war mein Account gesperrt und jetzt weis ich nicht was ich machen soll

schließlich haben wir auch an dem Tag 350 eingezahlt.

Und was mich interessiert ist warum hat das Kasino die Einzahlungen 3 Monate lang Akzeptiert vor allem wenn wir Verloren haben, aber jetzt nicht mehr wenn wir mal Gewonnen haben. Und was ist mit meinem Geld was ich an dem Tag bzw. in den 3 Monaten über das Konto meines Mannes eingezahlt haben.

Wie gesagt ich weis nicht was ich da tun kann

Dear Gergana,

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. Do I understand correctly that the casino account has been registered under your name? In the period of three months, you and your husband, you were depositing funds into this account using your own payment methods, is that right?

I have checked terms and conditions, and this is what I found https://www.betchan.com/terms-and-conditions:

„You must make deposits only from a bank account, bank cards VISA/MasterCard, payment systems Skrill/NETELLER or other payment methods that is registered in your own name. If we determine during the security checks that you have violated this condition then your winnings will be confiscated and original deposit returned to the owner of the payment account, also Betchan Casino is not responsible for the lost funds deposited from third party accounts."

"The player shall not provide access to his or her account or allow using the Website to any third party including but not limited to minors."

Please understand that these two essential rules have been breached, therefore, I’m afraid there’s not much we could do for you. Technically, it is very difficult for casinos to check who’s the owner of the payment method at the depositing stage. This can be checked only during the security check and account verification, which are usually done when a withdrawal is requested. Thus, it is a player’s responsibility to use allowed payment methods only.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

So of the 3 payouts there was one that had been paid in from my husband's account and had to send you a screenshot because the money was also paid out were 500 or 700 euros, why not now it is the amount.

Also von den 3 Auszahlungen war eine dabei die auch vorher vom Konto meines Mannes Eingezahlt war und Ihnen Ein screenshot schicken musste da wurde das Geld auch Ausgezahlt waren 500 oder 700 euro, warum jetzt nicht liegt es an der Höhe.

ok even if you don't pay out the winnings because you don't accept my husband's account, then after checking the deposited money would not have to keep 350 euros on that day or,

then they would have to send the money back to me / us.

ok selbst wenn man den gewinn nicht Auszahlt weil man das Konto meines Mannes nicht Akzeptiert , dann müssten die nach der Überprüfung das eingezahlte Geld sind 350 euro an diesem Tag auch nicht behalten oder,

dann müssten die mir/uns das Geld zurück schicken.

Could you please advise if the winnings were accumulated from the deposit which has been made from your husband's card? Ideally, please forward your cashier and game histories to petronela.k@casino.guru. Thank you very much in advance.

The account is blocked. I can't get in and can't access my history

Der Account ist gesperrt ich komme nicht rein und kann nicht in meine Historie ran

Could you please advise if the winnings were accumulated from the deposit which has been made from your husband's card or your husband's deposit was lost?

yes the winnings arose from the deposit of my husband's account, the deposits I sent you and the email from Batchan where they were accepted

ja die Gewinne entstanden aus der einzahlung des Kontos meines Mannes die einzahlungen habe ich euch geschickt und die email von Batchan wo sie akzeptiert wurden auch

Thank you very much, Gergana, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Gergana,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Betchan Casino to the conversation to participate in the resolution of this complaint.

Yes, please

Ja bitte

We would like to ask Betchan 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Gergana,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter

We’ve reopened this complaint at the request of Betchan Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We received the following message from the casino:

"Allow us to explain step by step what happened and why our system acted within the framework of our rules and terms:

1.      Document verification during withdrawal: In our casino, the verification process is designed in such a way that documents are requested and checked at the withdrawal stage. When the player submitted a withdrawal request, it triggered a security check, which revealed that deposits had been made using payment methods registered to another person—Gergana's husband.

2.      Third-party deposit usage: As stated in our terms and conditions, deposits must be made using payment methods registered in the player's name only. In this case, deposits were made from different accounts over the course of three months, which is a violation of our terms. This violation was detected during the withdrawal request, prompting the need for additional documents and the subsequent account suspension.

3.      Reason for withdrawal refusal: This situation violated our terms, which explicitly prohibit the use of third-party payment methods for transactions. While some previous transactions may have gone through successfully, the current withdrawal request identified this breach, leading to the necessary action in accordance with our rules.

4.      Action taken according to the terms: Once it was determined that the deposits were made using third-party payment methods, the account was blocked, and withdrawals were suspended. This is in full compliance with our terms, as any deposits made from payment methods not registered to the player can lead to penalties and account suspension. We acted strictly in accordance with the rules of our casino.

We understand that this situation may cause dissatisfaction, but we ask you to consider that our security and verification system is in place to protect both the players and the casino. The use of third-party accounts for deposits is a serious violation that could have led to even stricter measures.

We hope this explanation clarifies why these steps were taken. We always strive for transparency and are happy to answer any further questions you may have."

Dear Gergana,

Most casinos prohibit third-party deposits. If your winnings came from your husband's funds and the account is not a joint account, I'm afraid I won't be able to help you.

Dear gergana,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Due to the player's lack of response and the third-party deposits that are strictly forbidden across the industry, we have no other choice but to reject the complaint.