Bonus Complaint BetСhain casino doesn't want to pay me my winnings.

tishka063

Registered
Joined
Dec 26, 2018
Location
Ukraine
Hello. Help me please. Casino BetChain is unclear for what reasons it has blocked my account and does not want to pay my fair winnings. Recently, I accidentally found this casino, it attracted me with my bonus offers and I decided to try my luck.

I made two deposits, but luck turned away from me. But on the third deposit, luck smiled at me and I won 110 euros at this casino. I was very pleased and put them to the withdraw. After that, I received a letter asking me to upload documents to verify my account in my account.

I did it and waited for the payment. I waited a few days, but the money was not credited to my account. I decided to log in to my account and find out what was wrong, but later I was shocked because my account was blocked. I turned to support, but support began to accuse me of some incomprehensible fraud.

At the moment I am in shock, the casino has blatantly deceived me and does not want to pay me my fair winnings. I was advised this site as a site that protects the interests of players and fights against unscrupulous casinos. And so I'm looking for support from you, I hope that you will help me with this situation.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
Hello. Help me please. Casino BetChain is unclear for what reasons it has blocked my account and does not want to pay my fair winnings. Recently, I accidentally found this casino, it attracted me with my bonus offers and I decided to try my luck.

I made two deposits, but luck turned away from me. But on the third deposit, luck smiled at me and I won 110 euros at this casino. I was very pleased and put them to the withdraw. After that, I received a letter asking me to upload documents to verify my account in my account.

I did it and waited for the payment. I waited a few days, but the money was not credited to my account. I decided to log in to my account and find out what was wrong, but later I was shocked because my account was blocked. I turned to support, but support began to accuse me of some incomprehensible fraud.

At the moment I am in shock, the casino has blatantly deceived me and does not want to pay me my fair winnings. I was advised this site as a site that protects the interests of players and fights against unscrupulous casinos. And so I'm looking for support from you, I hope that you will help me with this situation.

Yep, that's a Direx NV casino, some of which are OK, some definitely aren't.
Curacao 'licence'. Now CM does have a Direx NV rep from Lady Hammer here so all I can suggest is seeing if he can help you as he is familiar with some of these casinos.
If not, then try the PAB (Casinomeister arbitration) process later.

So try Vitali first by PM:

https://www.casinomeister.com/forums/members/homerbert.27918/
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
I would assume that there is some reason why these winnings are not paid to you, 110€ is not that huge amount any (at least i hope they don't exist as confiscating these kind of amounts are not really profitable in long term, you pay one support person days salary and loose your reputation....) casino would confiscate for no reason.

You didn't state which fraudulent behavior you are accused so hard to us to give any opinions. Be happy that their active and always helpful rep is here and willing to help you.

If you don't get valid reason, which i believe you will get, you can use PAB service but give casino chance to sort out your issue first and after all case is put in bed (if you make PAB, after that) you can let us know the reason with all details if you wish to, but seriously hard to believe that casino where you already made 2 deposits and won with 3rd (if these all were 10€ your net winnings were 80€ which really is not amount what casinos who stay in business take without any reason), your account was closed just to casino make profit of that.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
Hello!

Please PM me your email in casino, and I will have a look of course.

Dear Santa, if you ever will read it, please tell dunover stop humiliating Curacao everywhere :) Our master license is good :D

Br,

V.

zcua-jpg.77265
 

homerbert

Dormant account
Joined
Jun 21, 2012
Location
NoWhere
Okie guys, apart from reading outstanding jokes I had some job to do.

I've checked this case, and want to state following:

1) There is was several duplicated account for this customer via IP.

2) Most of the duplicated accounts used no deposit freespins.

3) Also it was taken in the consideration country of the customer (customer from high risk country in terms of bonus abuse etc).

BUT!!

After careful review, I really think that it is just mistake (I understand that it is rare scenario about same IP = same casino), but given a dates of other accounts and some other information I can't share - I decided to refund customer winnings.

@tishka063 You now have money on your account, and your account reopened.

Enjoy the weekend and sorry for the troubles. I hope you understand that casino team had solid ground to confiscate your winnings.

BR,

V.
 

keegannye

Experienced Member
Joined
Dec 18, 2017
Location
Mars
Okie guys, apart from reading outstanding jokes I had some job to do.

I've checked this case, and want to state following:

1) There is was several duplicated account for this customer via IP.

2) Most of the duplicated accounts used no deposit freespins.

3) Also it was taken in the consideration country of the customer (customer from high risk country in terms of bonus abuse etc).

BUT!!

After careful review, I really think that it is just mistake (I understand that it is rare scenario about same IP = same casino), but given a dates of other accounts and some other information I can't share - I decided to refund customer winnings.

@tishka063 You now have money on your account, and your account reopened.

Enjoy the weekend and sorry for the troubles. I hope you understand that casino team had solid ground to confiscate your winnings.

BR,

V.
Well done team, i think thats a great response form the casino. Makes you feel like you can trust them just that little bit more...

Good job
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Okie guys, apart from reading outstanding jokes I had some job to do.

I've checked this case, and want to state following:

1) There is was several duplicated account for this customer via IP.

2) Most of the duplicated accounts used no deposit freespins.

3) Also it was taken in the consideration country of the customer (customer from high risk country in terms of bonus abuse etc).

BUT!!

After careful review, I really think that it is just mistake (I understand that it is rare scenario about same IP = same casino), but given a dates of other accounts and some other information I can't share - I decided to refund customer winnings.

@tishka063 You now have money on your account, and your account reopened.

Enjoy the weekend and sorry for the troubles. I hope you understand that casino team had solid ground to confiscate your winnings.

BR,

V.

Just a stupid question, if you have any countries you want to bonus restrict, why you let them to use bonuses and not restrict them to use them at first place in your terms and conditions and block these countries not to be able to claim these bonuses? Duplicate accounts from one ip address could also be trigger to not allowed use these bonuses, why not to stop them do it? Would save you hassle like these.

Happy that OP got these winnings, but these kind of scenarios could be avoided by country restrictions.
 

lockinlove

Staring into the sun
PABaccred
Joined
Jan 17, 2014
Location
Canada
The problem is with all these bitcoin casinos is the mass amount of abuse from restricted countries using VPN. USA and australia and probably others where sometimes they use the same vpn provider who uses the same geo locations for the fake IP and therefore people get flagged.
 

Ruder

Newbie member
Joined
Dec 8, 2018
Location
Poland.
Hey guys:)
I told you that this guy has a hat and golden hands to solve problems.
@homerbert Thanks for resolving with casino issues.
But at the same time I want to say that this is their rule about the abuse of bonuses very annoying.:eek:
 

homerbert

Dormant account
Joined
Jun 21, 2012
Location
NoWhere
Just a stupid question, if you have any countries you want to bonus restrict, why you let them to use bonuses and not restrict them to use them at first place in your terms and conditions and block these countries not to be able to claim these bonuses? Duplicate accounts from one ip address could also be trigger to not allowed use these bonuses, why not to stop them do it? Would save you hassle like these.

Happy that OP got these winnings, but these kind of scenarios could be avoided by country restrictions.
Hey mate!

It is very solid point, logical and quite obvious. But there is few counter things.

Should all players from any given country suffer due to group of idiots abusing bonuses? Should be so strict, and fear any abuse to restrict a lot of countries (we already have quite big list). I'd say no, we are ready and can fight anyone trying to cheat any our brand.

But here comes the main problem:

We have many WL's. Really, a lot. And some of WL's are not so experienced to catch bad guys...So bad guys keep earning money from what they do. But when they come to more experienced brand or we find out them - they got their winnings confiscated. We are pretty much strict here, and maybe it is a reason some people still believe that Direx have bad reputation. But when you got caught - sorry, no mercy. It is honest deal - if you cheat and get paid - we will not touch you, but if you caught - it's done.

Then, eventually, when we see that such people do not understand that we are fighting them - yes, we restrict country. But basically it is not best scenario.

All in all - is this possible you can have problem in some of our casinos? Yes, I can't guarantee perfect service in around 50 brands. But I really trust that if you got problem like non-payment - you will find a way to bring this case to me, or someone from my team. Curacao, Casinomeister, ThePogg - and your problem will come to us. And like it was said in this thread - are you guys really think that Direx (we) interested to have your winnings like few thousands euros confiscated without any reason? Come on!

Wish you all a nice holidays! Working day today here :D

Br,

V.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Hey mate!

It is very solid point, logical and quite obvious. But there is few counter things.

Should all players from any given country suffer due to group of idiots abusing bonuses? Should be so strict, and fear any abuse to restrict a lot of countries (we already have quite big list). I'd say no, we are ready and can fight anyone trying to cheat any our brand.

But here comes the main problem:

We have many WL's. Really, a lot. And some of WL's are not so experienced to catch bad guys...So bad guys keep earning money from what they do. But when they come to more experienced brand or we find out them - they got their winnings confiscated. We are pretty much strict here, and maybe it is a reason some people still believe that Direx have bad reputation. But when you got caught - sorry, no mercy. It is honest deal - if you cheat and get paid - we will not touch you, but if you caught - it's done.

Then, eventually, when we see that such people do not understand that we are fighting them - yes, we restrict country. But basically it is not best scenario.

All in all - is this possible you can have problem in some of our casinos? Yes, I can't guarantee perfect service in around 50 brands. But I really trust that if you got problem like non-payment - you will find a way to bring this case to me, or someone from my team. Curacao, Casinomeister, ThePogg - and your problem will come to us. And like it was said in this thread - are you guys really think that Direx (we) interested to have your winnings like few thousands euros confiscated without any reason? Come on!

Wish you all a nice holidays! Working day today here :D

Br,

V.

Yeah, i know, there is no silver bullet to solve all issues with bonus abusers and there are many casinos with country restrictions for welcome bonuses, unfortunately because some people have done something stupid, others get punished for living in same country (where player value for casino start to be less than expenses and loads of abuse tries).

TBH, i would maybe not paid up winnings in this scenario in this topic based information you provided, but i also don't have information you have, so after all it was nice gesture of goodwill to pay as you did have reasons not to (don't know your terms and conds from all brands but assume same ip address could already been used as reason if there would be need).

Maybe some members here also saw that all Curacao licensed casinos are not 100% evil ;)

Enjoy work or hopefully you have some days of one day (i hope same to me....) :thumbsup:
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
Okie guys, apart from reading outstanding jokes I had some job to do.

I've checked this case, and want to state following:

1) There is was several duplicated account for this customer via IP.

2) Most of the duplicated accounts used no deposit freespins.

3) Also it was taken in the consideration country of the customer (customer from high risk country in terms of bonus abuse etc).

BUT!!

After careful review, I really think that it is just mistake (I understand that it is rare scenario about same IP = same casino), but given a dates of other accounts and some other information I can't share - I decided to refund customer winnings.

@tishka063 You now have money on your account, and your account reopened.

Enjoy the weekend and sorry for the troubles. I hope you understand that casino team had solid ground to confiscate your winnings.

BR,

V.
Vitali has his santa hat on today! I hope the OP returns to acknowledge the help he's received here. :thumbsup:
 

homerbert

Dormant account
Joined
Jun 21, 2012
Location
NoWhere
@homerbert I can't play at your casinos unfortunately, but you are a credit to the companies you represent. Every response I have have seen from you has been very professional and friendly, one of the best reps on here. All the best for 2019 :)
Hey mate!

Thank you, really, it is MUCH appreciated. I'm just trying to be helpful, open minded, and ready to discuss almost anything. But yeah, it is really great post for me personally :)

Maybe now they will pay me salary for 2018 :p

Best wishes from our team and happy holidays (hopefully you will have it)!

Br,

V.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
@homerbert I can't play at your casinos unfortunately, but you are a credit to the companies you represent. Every response I have have seen from you has been very professional and friendly, one of the best reps on here. All the best for 2019 :)

100% agree, @homerbert is great rep, responsive, giving us information and help people out. I should open account one of your sites, just don't know which one (don't want WL:s) and happy New Year!
 
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