BetChain Casino - El jugador no puede acceder a su cuenta.

im not able to log into my betchain account. i have been with this casino for almost 2 month. i am fully verified. and recently i won 5795 dollars.

now when i try to login in i get an error message saying: ''An error occurred while generation a token for you. Please refresh the page and try again.''

ive been paid out from betchain before in the past just recently as well. .

for this win i got , i used a bonus offer of 150% up to 1000$. i initially deposited 500$ and played a slot called dolphins wealth.

im trying to contact betchain through live chat and email. but they have been ignoring me. especially on live chat, i have tried to contact them over 10 times in one day and no answer even though they are online.

i have not broken any terms and conditions. and i have not been given any reason for this issue im having.

ive attached some screenshots.

Dear davidportnoy,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BetChain Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Have you tried logging into your account using a different browser or device?  
• Have you tried clearing your cache and cookies or resetting your password?
• Did you pass the complete KYC verification before you lost access to the account?  
•  Have you tried contacting the support via other means, e.g email?

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

Best regards,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Have you tried logging into your account using a different browser or device?  

-yes ive tried that , still the same issue

Have you tried clearing your cache and cookies or resetting your password?

-yes i have, still the same issue.

Did you pass the complete KYC verification before you lost access to the account?  

-yes, ive even had multiple withdrawals from them before as well.

 Have you tried contacting the support via other means, e.g email?

-yes and no one is replying to me

i finally got a reply from them . they are claiming something about bonus misuse or bonus abuse.

Thank you very much for your reply, davidportnoy. Could you please send me a link to this particular bonus you used or forward a promotional email confirming which bonus you were awarded? My email is natalia.b@casino.guru.

Additionally, could you please forward all the relevant communication between you and the casino that you haven't shared yet? Thank you.

hello,

ive emailed you all the communications between me and betchain + the screenshots of the bonus offer they sent to me via email as well

thank you

Thank you very much, davidportnoy, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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 davidportnoy,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BetChain Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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 davidportnoy,

I have managed to get in contact with the casino outside of this thread. Currently, I am waiting for them to provide me with additional information.

Dear BetChain Casino,

I have replied to your email.

Dear davidportnoy,

Although I have not received a reply yet, I have contacted the casino through additional channels. I am setting one last timer. Thank you for your patience.

i would also like to note that the casino manager brian is aware that there's a case opened but he is purposely not replying on here.

Dear davidportnoy,

I am communicating with the casino representative. I will give you an update as soon as I can. Thank you for your patience.

Hello davidportnoy,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear davidportnoy,

I apologize for my late reply. I have been informed by the casino representative that your account was banned due to fraudulent behavior in multiple casinos across the platform. However, so far, he was not able to provide me with any evidence that would support their claim. I am waiting to hear back from them. Your patience is greatly appreciated.

yea brian the manager of betchain told me the same thing as you can see from my reply above with the screenshots of our chat. but they dont have any proof of that because ive never done anything fraudulent ever.

Unfortunately, the casino representative did not answer my further questions, and did not provide me with any kind of proof. I’m afraid there is not much that can be achieved without cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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.

Given that the casino is licensed under the Curaçao Gaming Control Board, which currently does not have a formal procedure for handling complaints, there is no regulatory authority to escalate this matter to. I understand this is not the outcome you were hoping for. However, as previously mentioned, the unresolved status of this complaint will negatively impact the casino’s rating, potentially encouraging them to reconsider their approach. If the casino chooses to respond in the future, we will reopen the complaint and notify you by email.

Best regards,

Michal V