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
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