BetChain Casino - Выплата турнирных выигрышей игрокам задерживается.

Hello,

I participated in the Bet Chain 10 Years Tournament.

I secured 6th place. The tournament ended on Sunday, 15th December 2024.

Unfortunately, I haven't received any information from support about when the winnings will be credited.

I keep getting put off with a response that another agent should get in touch with me.

For other tournaments, winnings were always credited 5-10 minutes after the end.

I've never had any issues with deposits or withdrawals either.

My account is fully verified.

Regards,

Tine

Hallo,

ich habe beim Bet chain 10 years tournament teilgenommen.

Dort habe ich den 6. Platz belegt. Ende des Turniers war am Sonntag, 15.12.2024.

Leider erhalte ich seitdem keine Infos vom Support wann die Gewinne gutgeschrieben werden.

ich werde immer nur mit einer Antwort von einem anderen Agent vertröstet der sich melden sollte.

andere Turniere wurden immer 5-10 Minuten nach dem Ende gutgeschrieben.

auch bei ein- und Auszahlungen hatte ich bisher keine Probleme.

mein Account ist komplett verifiziert.

lg

tine

Dear Zeena1511,

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 you participated in this casino's tournaments before?
• Could you please prove that you were in 6th place and what the prize for this place was?
• Did you pay anything to participate in this tournament?

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Kristina,

Thank you for your quick response

Yes, I have already taken part in several tournaments - but they only gave away free spins and no prize pool with real money or non-cash prizes.

I have a screenshot of the 6th place but not for the price

because I had also passed this problem on to the chat, because for 3-4 weeks I could no longer see the ranking list of the tournament and the prize award on the tournament page where all tournaments were displayed

no deposit was required for participation

only playing in certain slots

Best regards

zeena

Hallo Kristina,

danke für deine schnelle Antwort

ja ich habe schon an mehreren tournieren teilgenommen - bei denen aber nur freespins ausgeschüttet wurden kein Preispool mit Echtgeld und Sachpreisen.

Über den 6. Platz habe ich einen Screenshot allerdings nicht für den Preis

da ich dieses Problem auch dem Chat weitergegeben hatte, da ich seit 3- 4 Wochen die rang Liste des Tourniers und die Preis Vergabe nicht mehr sehen konnte auf der Tournier Seite auf der alle Turniere dargestellt waren

für die Teilnahme war kein Einsatz fällig

lediglich das Spielen in bestimmten Slots

liebe Grüße

zeena

Hello Kristina

there was an update from Bet Chain via email

I would like to send this to you

Hello Christine,

I'm very sorry, but we have a problem with our Telegram account. However, I didn't want to keep you waiting.

I am a Senior Manager at Betchain and you can reach me anytime.

We had a cheating issue in the tournament that affected the results. We had to cancel the tournament and will restart it. Any points you had in the old tournament will be transferred to the new tournament. We are working with our platform provider to get this sorted out as soon as possible. We will let you know once the new tournament starts and we can verify that all your points have been transferred correctly. We are very sorry about this but unfortunately it was unavoidable. We will also be giving away some bonus prizes to legitimate players in the tournament and we know you are one of them. You are a very valued player and we will take care of you once we have sorted this out.

Thank you and please contact us anytime.

Brian

I think that's a shame ☹️

lg

zeena

Hallo Kristina

es gab ein Update von Bet Chain via Mail

dieses möchte ich dir zukommen lassen

Hallo Christine, 

Es tut mir sehr leid, aber wir haben ein Problem mit unserem Telegram-Konto. Ich wollte dich jedoch nicht warten lassen.

Ich bin Senior Manager bei Betchain und Sie können mich jederzeit erreichen. 

Wir hatten ein Betrugsproblem im Turnier, das die Ergebnisse beeinflusst hat. Wir mussten das Turnier absagen und werden es neu starten. Alle Punkte, die Sie im alten Turnier hatten, werden in das neue Turnier übertragen. Wir arbeiten mit unserem Plattformanbieter zusammen, um dies so schnell wie möglich zu klären. Wir werden Sie informieren, sobald das neue Turnier beginnt und wir überprüfen können, ob alle Ihre Punkte korrekt übertragen wurden. Das tut uns sehr leid, aber leider war es unvermeidlich. Wir werden auch einige Bonuspreise an legitime Spieler im Turnier vergeben und wir wissen, dass Sie einer von ihnen sind. Sie sind ein sehr geschätzter Spieler und wir werden uns um Sie kümmern, sobald wir dies geklärt haben.

Danke und melden Sie sich bitte jederzeit.

Brian

ich finde das sehr schade ☹️

lg

zeena

Thank you for your reply, Zeena1511. Can you please clarify the dispute value (€3000) and send me the screenshot that shows your placement in the tournament? Has the tournament already been restarted?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

hello Kristina

this is the only screenshot I have

it shows my 6th place and the prize pool

In 6th place you received 10 percent of the pool, i.e. 3000 euros

Unfortunately I don't have any screenshots of it because I documented it very late

I also had no access to the tournament page where the rankings of all participants and the tournament conditions were listed for about 3 weeks before the end of the tournament

I also contacted support about this but never received an answer

the tournament has not yet been restarted

from Bet Chain I have received so far as compensation for the waiting time

receive 40 free spins twice

hallo Kristina

das ist der einzige Screenshot den ich habe

er zeigt meinen 6. Platz und den Prize Pool

beim 6. Platz erhielt man 10 Prozent des Pool also 3000 Euro

leider habe ich davon keine Screenshots da ich erst sehr spät dokumentiert habe

ich hatte auch seit ca 3 Wochen vor Ende des Turniers keinen Zugriff auf die Turnier Seite auf denen die Platzierungen aller Teilnehmer und die Turnier Bedingungen standen

ich hatte auch diesbezüglich den Support kontaktiert aber darauf nie eine Antwort erhalten

das Turnier wurde bisher nicht neu gestartet

von Bet Chain habe ich bisher als Entschädigung für die Wartezeit

zweimal 40 Freispiele erhalten

Thank you very much, Zeena1511, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Zeena1511,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite BetChain Casino to join the conversation.

Dear BetChain Casino, 

Can you please provide us with clarification as to why the player's tournament winnings were not yet disbursed to the player? While I appreciate your email to the player informing them about the previous issues with the tournament, but why has the tournament not been restarted yet? If there are any factors that contributed to this decision that cannot be disclosed publicly, please feel free to send the information to me at michal.k@casino.guru

Hello Michael

here is the last answer from Casino manager Brian

Hallo Michael

hier noch die letzte Antwort vom Casino manager brian

Hello Michael

there are very great updates

the case can be closed when the money is transferred

Hallo Michael

es gibt sehr tolle Updates

der Fall kann wenn das Geld überwiesen wird geschlossen werden

Dear Zeena1511,  

I consider this to be positive news. Brian's explanation in the email is quite reasonable, and based on my experience, it is not unusual to encounter unforeseen challenges in such circumstances. Nevertheless, I am pleased to observe the casino team's sensible approach, indicating that you are expected to receive your winnings. I will keep this case open for a period of time to monitor the status of the payments.

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.

Unfortunately, I had to find out that the winnings were only paid out as bonus credit and I have to risk it

I am sure that nothing in the tournament said that the winnings were bonus credit

there was only xy% of the price pool

Unfortunately I don't have a screenshot of it because after a certain time I no longer had access to the tournament terms and conditions etc.

what I had also written in the chat

leider musste ich feststellen das der Gewinn nur als Bonus Guthaben ausgezahlt worden ist und ich es wagern muss

ich bin mir sicher, dass im Turnier nichts davon stand dass der Gewinn Bonus Guthaben ist

dort stand nur xy% vom Preis Pool

leider habe ich keinen Screenshot davon weil ich ab einer gewissen Zeit keinen Zugriff mehr auf die Turnier agbs etc. hatte

was ich dem Chat auch geschrieben hatte

Dear BetChain Casino,  

I would appreciate your clarification regarding the reason the tournament winnings were allocated to the player as bonus credit. Additionally, could you provide the tournament rules that outline this policy?

Hi michal

there was another update

I also asked Brian about the tournament conditions

Hi michal

es gab ein weiteres Update

ich habe Brian jetzt auch mal nach den Turnier Bedingungen gefragt

Dear Zeena1511,  

I am still awaiting a clear explanation regarding the allocation of the tournament winnings as bonus credit to you. I have reached out to the casino team once more for clarification.

Dear BetChain Casino,

I have sent you a message again, and I'm looking forward to your prompt response.

Dear Zeena1511, 

I am anticipating a call with the casino representative this week where we'll be discussing various topics, and I'm planning to discuss your case as well. I will extend the timeline by an additional three days. I will update you as soon as I have more information.

Dear Zeena1511,

I wanted to update you on the ongoing situation. I had the call with the casino representative and the matter is still under consideration. We are awaiting further input from the casino team, I will be extending the timeline by an additional 7 days. I have my fingers crossed that we can reach a satisfactory agreement for all parties concerned.

Hello michal

Thank you

the VIP manager said that the next installment will be paid out tomorrow

this is just for information

I will report whether it is real money or bonus money with better conditions as described in the last e-mail

The only thing I find unfortunate is that so far no one has sent screenshots of the tournament conditions, this is always overlooked, whether in the chat at the time or in the current contact

Hallo michal

vielen Dank

der VIP manager hat gesagt dass sie nächste Teilzahlung schon morgen ausgezahlt wird

dies nur zur Info

ich werde berichten ob es echtgeld ist oder Bonus Geld mit besseren Konditionen wie in der letzten e Mail beschrieben

das einzige was ich schade finde ist das bisher keiner Screenshots der Turnier Bedingungen geschickt hat dies wird immer überlesen egal ob beim Chat damals oder im jetzigen Kontakt

Hello Michal

there are innovations

I have just been credited with 375 euros with 15x wager

Since the VIP manager promised me 4 payments of 750 euros each, I immediately asked why it was only half

attached the screenshots

Hallo Michal

es gibt Neuerungen

mir wurden gerade 375 Euro mit 15 fach wager gutgeschrieben

da der VIP manager mir 4 Zahlungen mit je 750 Euro versprochen hat habe ich gleich nachgefragt warum es nur die Hälfte ist

anbei die Screenshots

Dear Zeena1511,  

I anticipate receiving additional information from the casino team next week, and I am hopeful that we can clarify the entire situation.

Dear Zeena1511, 

I have received the additional information from the casino team, and it looks like you have been informed by them as well, and the matter has been clarified to you.

I was also informed that you continued your gameplay and enjoyed the offered bonuses, which suggests no further assistance from our side is necessary. Can I consider your case sufficiently addressed?

Hello michal

well what should I have done other than play the bonus

it would otherwise have expired after 6 days

I find it sad that the casino does not provide screenshots that simply reflect the tournament conditions

it would have been so easy to clear things up.

I will play the remaining bonus - if it comes - and then delete my account

I don't really feel well treated by the casino because I don't think the whole thing had a good ending

After all, the request for the winning conditions / tournament conditions was always ignored.

But yes close the case

Thanks for your help

Hallo michal

naja was hätte ich machen sollen außer den Bonus zu spielen

der wäre ja sonst nach 6 Tagen verfallen

ich finde es traurig dass das Casino hier keine Screenshots zur Verfügung stellt die einfach die turnier Bedingungen wiedergeben

das wäre so einfach gewesen die Sache zu klären.

Ich werde den restlichen Bonus - sofern er kommt spielen und danach meinen Account löschen

ich fühle mich nicht wirklich gut behandelt vom Casino da ich nicht finde dass das ganze einen guten Abschluss hatte

immerhin wurde die Bitte nach den Gewinn Bedingungen / Turnier Bedingungen immer ignoriert.

Aber ja schließ den Fall

danke für deine Hilfe

Dear Zeena1511,

I have obtained information from the casino team that the winning conditions / tournament conditions were already shared with you. I have received evidence about the general tournament rules that are in place for all the tournaments, which suggests that the winnings are indeed awarded in the form of a bonus with a certain wagering and the 10-year thrill tournament has been set the same, thus your response is a bit surprising for me. The VIP manager supposedly informed you about this as well; moreover, they have offered you bonuses with lower wagering conditions to accommodate you for the inconvenience. While I understand that you might have hoped for something else, but it looks like the casino team has made the effort to value you as a customer by providing you with the extra bonuses. I'm afraid there is not really much else that can be done from our side here.

Please let me know if there is anything else I can assist you with, but as I mentioned, I'm quite uncertain what else we can do in this instance.

Hello michal

I was not provided with the tournament conditions.

However, I believe you if you confirm this to me

I wanted nothing the whole time

thank you for that

I also think that the casino’s willingness to accommodate me was great

However, as I said, I never received screenshots of the tournament conditions that suddenly disappeared during the tournament

thus the case is closed

Thanks for your help

Hallo michal

mir wurden die Turnier Bedingungen nicht zur Verfügung gestellt.

Ich glaube ihnen allerdings wenn sie mir das hier bestätigen

nichts wollte ich die ganze Zeit

danke dafür

damit finde ich auch das Entgegenkommen des Casinos im Nachhinein super

jedoch wie gesagt Screenshots zu den Turnier Bedingungen die während des laufenden Turniers auf einmal weg waren habe ich nie bekommen

somit ist der Fall erledigt

danke für ihre Hilfe

Dear Zeena1511,

Thank you for the confirmation. While I understand that the complaint might still not really feel as resolved, I trust the situation has been reasonably clarified, and, most importantly, the casino team has shown their commitment to you as a valued customer by offering those additional bonuses, which you have also acknowledged.

With that in mind, I will now proceed to mark this case as resolved.

Wishing you all the best in your future gaming experiences. Should you encounter any issues in the future in any casino, please don’t hesitate to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru