Betchan Casino - Player’s balance allegedly disappeared.

Ich habe bei betchan Casino 60.000 Euro gewonnen Und die Einzahlung ohne Bonus gemacht. 40.000 Euro wurden ausgezahlt. Danach war der Kontostand auf unter einem Euro. Man sieht in der Spielhistorie, dass jemand fremdes gespielt hat. Selbst das kann aber nicht stimmen, da der letzte Spin einen Gewinn über einem Euro erbracht hat. Balance ist aber kleiner. Somit sieht es nach Betrug aus. Der Support hat viele Daten für die Bearbeitung des Falles angefordert, Sendet aber nicht die Spielrunden und die IPs, keine Nachfrage wird beantwortet. Es hatte kein anderer mein Passwort.

Hello,

Thank you very much for submitting your complaint and for forwarding all the relevant communication and screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise the exact date when the remaining funds have disappeared from your account?

I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

Hallo Petronela

Am 30.11.2020 konnte ich 470€ abheben und hatte damit mein monatliches Auszahlungslimit von 40000€ erreicht. Zu dem zeitpukt war die Balance noch über 19000€

Als ich mich dann am 01.12.2020 erneut eingeloggt habe war meine Balance nur noch 0,18€

Thank you very much 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 GambleGangsta,

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.

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 GambleGangsta,

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 to 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:

"If someone could use your gaming account, kindly note that according to our Terms and Conditions: "The Player may not allow any third party, including but not limited to minors, access to his account or permit the use of the website." Therefore, we are unable to offer you any refunds. It is the player's sole responsibility to keep their data safe. Keep in mind that you have accepted our Terms and Conditions upon registration at our Casino."

Dear Betchan Casino team,

Is it possible to retrieve the player's log and their game history?

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Peter and GambleGangsta,

We sincerely appreciate that you reopened the complaint for further investigation. As requested, we provided the necessary documents in our email requested by Peter to investigate the case, correspondence on Friday, October 11, 2024.

We kindly ask you to review the attached documents.

Best regards,

Betchan Team

Thank you Betchan Casino team for your email and evidence.

Dear GambleGangsta,

We reviewed your game history, and I'm afraid we haven't found anything that suggests your account was used by someone else. On the 30th of November, your balance was around €125 and it was a tournament bonus. The last time you had €19000 in your account was on the 28th of November and the balance was gradually played down to zero by making high bets. Unfortunately, based on this evidence, we have no other choice but to reject your complaint. If you disagree with our decision, please turn to the Malta Gaming Authority (https://casino.guru/licensing-authorities/malta-license) for further help. I wish I could help you more.

best regards,

Peter