Betcoin.ag Casino - Player's winnings are deducted after casino mistake.

Hi,

My complaint is wit betcoin.ag my username is neo 6

Betcoin revealed they accidentally put extra funds in my account. I was not aware of this and placed a wager, that wager did lose. however when i redeposited and won my bet they deducted funds from my winning balance and told me I would be banned for what I did. the fact is I didn't do anything but use the platform. I was told if the wager was a winner or loser it would of been voided regardless. So im wondering if they made a mistake and than let me know it was going to be voided regardless how are they than able to deduct funds from something the deem voided. Usually they would just void the wager and the problem is solved not sure why they said I owe them and than deducted funds when the initial error was deemed voided. Thank you for your help

Dear neo6,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betcoin.ag Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• To your knowledge, you've been playing with your real money deposit?
• Could you please share a screenshot or a chat transcript regarding the issue of extra funds being credited to your balance?
• My email is tomas@casino.guru

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

Best regards,

Tomas

Hello all,

We will jump in here, if that's okay. There is no reason to drag this out, when the resolution is so easily determined.

See image 1 below:

The player's deposit on 23 Sep was slow to credit, so we kindly added it in advance for him. The manager credit of 0.08932761 ETH can be seen at the red arrow. The player used his balance, placing some sports wagers and then later, the deposit came through. You can see the green arrow by the deposit for this same amount of 0.08932761 ETH. Instead of informing us about the double credit, per our and everyone else's terms of service, the player placed a bet with the extra funds for 0.041569 ETH. This is reflected in the blue arrow. We were able to remove the rest of the balance of 0.04775861 (yellow arrow). This left a debt of the 0.041569 ETH on the account, for the money the player spent, which did not belong to him.

See image 2 below:

On 29 Sep, the player made another deposit (red arrow) and placed a bet, which was won. He attempted to withdraw the funds. When reviewing the withdrawal, our team member noticed that the funds were still owed and canceled the withdrawal to remove the funds (green arrows). The 0.041569 ETH which was owed was deducted (blue arrow). Once that was remove, the player was able to successfully withdraw the rest of his balance (yellow arrow).

As the player has been told, his balance is now accurate and he is free to play and withdraw normally.

Thanks for the input to Betcoin.ag Casino.

Dear neo6,

If you gambled with money that didn't belong to you, we might not argue for any winnings to be paid out.

Please let me know if there are any circumstances supporting your case, otherwise, I'll close the case as unjustified.