BetChain Casino - The player's winnings were voided.

Hi guys, let's see if you can help me.

I tried resolving my issue on every forum and complaint website, with no luck for now.

First of all, I need to say I am a doctor. It is very important because this issue started at the end of 2019. Yes, you read it right, I am waiting for my funds for 3 years now!

I deposited 0.013 BTC and received a bonus. Wagered bonus and made a withdrawal for 0.385936 BTC (Guru website is not allowing me to input more this number so I put 1 BTC but the correct amount is 0.385936 BTC)

Problems came during verification, they asked photos, selfies, bills, regular verification stuff, but after I provided everything, they asked for skype call. After we did a skype call, they closed the account for some time and took funds. Now I am only left with deposit funds of 0.013 BTC. The last email I received from You was on 21.12. 2019, it was Christmas time so I was offline. 

I was planning to deal with this issue, but as we all know, Corona came and as I am a doctor it was the busiest time of my life, and also the most stressful. That is the reason for this 2-year delay.

I received a concrete answer from Betchain after submitting complaint on lcb.org (https://lcb.org/onlinecasinobonusforum/player-complaints/betchain-verification-withdraw-problem)

I requested for a new fair verification process, it's obvious to me that someone made a mistake here. I have nothing to hide Skype call was a month after I played ( I can not recall what I ate last week, how could i remember every gambling detail I made a month ago ) and that has nothing to do with verifying my account, just an excuse so you can cancel withdraw. It seems that Skype call was the reason they took my winnings. The Skype call had nothing to do with verifying my account.

All I am asking from Betchain is to give me the option to verify my account again and receive full funds back. Nothing else.

Guru please try and help me with this issue, I am 100% sure it's a mistake during this verification process or they are scammers, and if they are scammers I just wanna tell others so they do not end up in my situation.

Hello Khamenchina,

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 the casino ever specified the reason of the balance void? Did you accumulate it with real money or did you use a bonus too? Is your account still active in the casino and when was the last time you spoke to them? Please forward any evidence you have regarding the case to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hi, I sent you all the screenshots, answers on email nikolas.b@casino.guru 3 days ago.

Best regards, MS

Thank you Khamenchina for all the information. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you guys, I think we can together resolve this issue.

From my point of view it was a hasty decision from Betchain to take my winnings and basically close my account.

I am only asking for a valid verification process and this time I want you to be involved as an intermediary.

Best regards, MS

Hi Khamenchina,

I have looked at your case and understand the situation. I have to warn you that it will be hard to get the complaint resolved. First of all, it happened three years ago and the evidence may be long gone. Secondly, the casino had some strong arguments. If you changed your place of residence, it was important to mention it during the verification call. However, let me contact the casino and I will see what can be done. I would like to invite BetChain Casino to the conversation to participate in the resolution of this complaint.

Hi there,

This is a relatively old query. However i do see that the players account is active and not marked Dormant as he has not played in over 2 years. 

As per the previous decision, we have agreed to allow the player to withdraw their deposit accordingly as we have reviewed the account in-depth and confirmed with our Anti-Fraud team as this being the best course of action to take. 

Based on all the Risk checks and reviews completed, the player did not meet our risk criteria. As a token, we have agreed to allow the player to withdraw his deposit thus he will get his money back.

This decision was the final decision made with regards to this account. 

regards

BetChain Casino Support Team

Dear BetChain Casino Support Team,

Thank you for your reply. Is there any chance you could send the recording of the verification call to the player?

Hi Khamenchina,

I received an email from the casino. Unfortunately, as expected, the requested evidence isn't available anymore. Three years is a long time to start solving issues. The casino offered you to give you your deposit back, so I suggest you accept the offer. Considering the circumstances, I'm afraid, we can't force the casino to pay you the whole amount. Since you are allowed to withdraw your original deposit, the complaint will be marked resolved. I wish I could be of more help.

Best regards,

Peter