Betchan Casino - Player has been accused of chargeback.

Dear ThePogg

The Casino Betchan acusses me i triggered a chargeback. Of course i never did this and i have proof for this. I sent them my complete bank statement from whole september and all transactions to the casino are visible. They still say they are missing the funds. They closed my account and confiscated 500€ from me. I'm innocent. Please help me.

Regards

Denis S**************

Dear Nema,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru? Please confirm that your account has been fully verified in the past. Could you please advise if you have ever requested a chargeback from any gambling establishment? Are there any funds being held by the casino?

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

Best regards,

Petronela

Dear Petronela

Thanks for your response.

Please confirm that your account has been fully verified in the past -> Yes my account is fully verified and i never had problems with withdraw before

Could you please advise if you have ever requested a chargeback from any gambling establishment? -> I never did that.

Are there any funds being held by the casino? -> The Casino held my 500 Euro which i am entitled to.

Regards

Nema

Thank you very much, Nema, for the forwarded email. Could you please confirm that you have provided the requested bank statement without covering any transactions?

Dear Petronela

I can confirm the whole bank statement from september 2021 is uploaded to my casino profile. Everything is visible.

Thank you very much, Nema, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear Nema,

From now on, I’ll be in charge of your complaint. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Betchan Casino to join this thread and participate in the resolution of Nema’s complaint.

Dear Betchan Casino team,

Could you please advise if there is any reason to believe that Nema performed a chargeback, even after he provided the requested bank statement? You can forward any relevant evidence to andrej.p@casino.guru.

We would like to ask Betchan Casino team 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’.

No Respond Betchan Casino? I know you are reading this. Where is my money you scammers?

Hello,

We have received the chargebacks in the total amount of 150 EUR from the player in question.

Since the winnings were accumulated from the amount that we never received from the player, the casino Security Department has decided to confiscate the winnings and to close the player's account.

Thank you.

Hello,

Of course you received it because i never did a chargeback.

My account is still closed and no money. Activate it and put the 500 Euro Funds back into the account.

Thank you, Betchan Casino, Nema, for your replies.

Dear Nema,

Could you please forward the full bank statement for September 2021, that you’ve also uploaded to your gaming account to andrej.p@casino.guru? Thank you in advance.

Dear Andrej

I have sent you the bank statement.

Thank you Nema. You will probably soon be contacted by the casino and asked to provide a bank statement for October 2021 as well. You can also forward it to my address. I’ll forward the information to the casino representative if needed.

Dear Andrej

The bank statement from october 2021 is not available yet. It should be available soon and i can send it to you. I have nothing to hide.

They also stated they received the funds. What are they waiting for?

Dear Nema,

Do I understand correctly that the casino informed you that the deposits that were allegedly charged back have been received?

Dear Andrej

"We have received the chargebacks in the total amount of 150 EUR from the player in question."

Posted by Betchan represantive 2 days ago.

Thank you, Nema, for the reply. I believe that by that the casino representative didn’t mean to say that the payments were received.

Could you please indicate a time frame in which it will be possible for you to get hold of the bank statement for October?

October 2021 bank statement regulary arrives at the end of the month. 31 October it should be available.

So the bank statement october 2021 should be available soon. What are the next steps after i send you the bank statement, Andrej?

Dear Nema,

I apologize for the delay. The bank statement for October should serve as proof that no chargebacks were performed (as they would show on the statement), therefore, the casino should act accordingly.

If the casino has not yet requested the statement from you, feel free to send it to andrej.p@casino.guru. I’ll forward it to the casino representative.

Dear Andrej

I have sent you the october 2021 bank statement. I have done everything now in my hand to prove that i'm innocent.

Thank you, Nema, for your cooperation. I’ve forwarded the information to the casino representative.

We’re currently waiting for their response. I’m setting the timer for 7 days.

And again no response from Betchan Casino.

This Casino is not interested to find solutions with their customers. Instead they just block account "final decision". This is fraud!

Hello all,

After completing the investigation we still haven't received the deposits in question.

If the player never initiated the chargebacks, these deposits should have been canceled on the issuer side, which means that the player needs to contact the bank.

Thank you.

Respond after 6 days. Very qualified service!

I have sent full proof and you still say no payments received. This is pathetic.

What are the next steps, Andrej?

Dear Nema,

The bank statements you provided should be enough as proof that you haven’t performed a chargeback, but since the casino never received the payments, I’d like to kindly ask you to inquire your bank about the payments in question. In case your bank confirms that the transactions were successful, please ask for a statement (that can be provided to the casino).

What will you do after i provide you the informations?

Dear Nema,

After that, we will wait for the casino’s next step. If your bank provides a written statement confirming that the two payments have not been charged-back, there should be no doubt that the issue was not caused by an action, or an error on your, or your bank’s end.

Dear Nema,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply or provide the requested information in the given time frame, I will have to reject your complaint.

Dear Andrej

I have provided enough informations. Casino Betchan is not customer friendly and don‘t want to find solutions. I have forwarded the issue to the relevant departement.

Regards

Nema

Dear Nema,

I understand your frustration, but please be aware that without your full cooperation, we will not be able to continue with the investigation and reach a satisfactory resolution.

Could you please advise which department exactly you forwarded your claim to?

I have fully cooperated, if you can't help me someone else will. I have forwarded the issue to the ADR ThePogg.

Dear Nema,

Since the casino is refusing to reconsider its decision just based on the proofs that you’ve provided so far and decided to proceed with the investigation, I truly believe that following the given instructions is the most viable route here. Considering the circumstances, the casino’s request is nothing out of the ordinary.

Since you’ve decided to contact the casino’s appointed ADR, please let me know how would you like to proceed with the case. The decision of the official appointed ADR is legally binding, therefore, if you decide to pursue your claim exclusively with the help of the ADR, once their decision is known, we will close this complaint accordingly.

Dear Andrej

It is very strange that the casino reconsider their decision even after i sent full proof. I will try to solve this case with the officially ADR. They are already investigating.

Anyways, thanks for your assistance.

Regards

Nema

Thank you, Nema, for the reply. We will now close this complaint as ‘Waiting for decision of regulator’. Please keep us posted on any news regarding the issue. My e-mail address is andrej.p@casino.guru. Once the decision of the official ADR is known, we will classify this complaint accordingly.

Dear all,

Nema’s case was investigated by the casino’s official ADR, which ruled in favor of the casino (https://thepogg.com/en-ch/complaint/betchan-chargeback-allegation/).

Based on the ruling of the official ADR, we will now mark this complaint as ‘Rejected’.