The player from Germany had their funds vanished from the account. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Betchan Casino - Player’s balance has disappeared.
Black points: 2229
Amount: €20,000
Betchan Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
I won 60,000 euros at betchan Casino and made the deposit without a bonus. 40,000 euros were paid out. After that, the account balance was below one euro. You can see in the game history that someone else was playing. But even that cannot be true, as the last spin produced a profit of over one euro. But balance is smaller. So it looks like fraud. The support has requested a lot of data for the processing of the case, but does not send the game rounds and the IPs, no request is answered. No one else had my password.
Automatic translation:
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3 years ago
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
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3 years ago
Translation
Hello Petronela
On November 30th, 2020 I was able to withdraw € 470 and thus reached my monthly withdrawal limit of € 40,000. At that point the balance was still over € 19,000
When I logged in again on December 1st, 2020, my balance was only € 0.18
Automatic translation:
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3 years ago
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.
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3 years ago
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.
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3 years ago
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.
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3 years ago
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
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