BetChain Casino - Player’s winnings were confiscated after unclear bonus terms.

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