BetChain Casino - El retiro del jugador se ha retrasado.

Hello! I registered a couple of days ago, was looking for new casinos for myself with a good welcome bonus, well, and chose this casino, because of the high ratings and reviews. After registration, I made the first deposit to get the bonus, but alas, nothing was credited automatically, I tried to write in the online chat, to the support mail, waited a couple of hours, no one even answered, as if no one was there and the site was abandoned. Well, I could not resist and started playing at the expense of my deposit, won a little, uploaded all the necessary documents, filled in personal data on the account and made a withdrawal request. In the chat a couple of times a day, if you manage to catch the same operator Jasmin Thompson, I wrote to her, what's the matter, check the documents and confirmation of payment, I see in the verification section all the documents were accepted, but the payment is hanging and awaiting confirmation. Maybe I don't understand something, but there can't be such long withdrawals for cryptocurrency in 2025. You even have a description about 6-8 hours for cryptocurrency. I'm afraid that the process won't drag on for too long, I liked the casino, the payout is good, but in terms of support and payout speed, I'm disappointed so far.

I'll note right away that I played without bonuses only with my own money and waited 4 days for a withdrawal to cryptocurrency, according to their rules, the processing/confirmation period is 24-48 hours! I think that the casino is winding up positive reviews for itself, what normal casino would offer a player who has been waiting for his withdrawal for 3 days to continue playing, supposedly with a 60% cashback on losses!? Do you think this is normal!? Reset the rating and throw them on the black list, this would be the fairest decision, this is worse than any scam casino without a license!

Dear elenacvetka9279,

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

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

• What is your current balance in the casino you are attempting to withdraw from?
• Could you please share a screenshot of your verification status in the casino, if available?
• Could you please share a screenshot of your withdrawal request if available?
• Could you please share with me your attempts at communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Thanks for your patience.

I checked the information you shared with me.

• Is your payout currently pending, or has it already been processed?
• Could you please explain why the casino disabled your account? Have you saved communication where the casino justified its decision?

Looking forward to your reply.

No, my payment was in progress for 3 days, they promised that they would make it, they said everything was fine. On the 4th day in the morning I wrote to the support girl, said that now she would pass on to the financial department once again a request to speed up the withdrawal process. I did not take any bonuses for the deposit, everything that was won was from my deposit! Of course, I saved all the correspondence and screenshots that I could.

I also sent everything to Thomas by email!

Thanks for the replies and the provided information.

I went over the communication you provided; however, I don't see any discussion of your current account being closed or a definitive reason why it might have been closed. I can see you discussed the closure of the duplicate account; however, it supposedly only caused the delay in your withdrawal.

• Have you asked the casino to close your current account, or was the decision unilateral from the casino's side?
• Were you informed about why your account was closed and your withdrawal was not paid out?

Looking forward to your reply.

Yes, I don't believe in a duplicate account, I asked them for some data or email, but they didn't give me anything. They wrote it themselves that it doesn't matter, now they are deleting the allegedly duplicate account, and of course I wasn't against it, but I still think it happened because of the VPN turned on, because I don't even know how old my account is, I just wasn't active, I just registered once and forgot. The girl - the manager of the online support chat, who wrote to me cancel your withdrawal of 200 euros on the 4th day, when I wrote again, asking to speed up the withdrawal, an hour later I saw in the chat that she wrote to me with such a response. They simply didn't want to withdraw my money won from their deposit, they asked for a new selfie with the date and the name of the casino, I did all this and uploaded it in 10 minutes, they said they would check, as a result they simply disabled the account.

I still have a chat there, I'll send you all the screenshots of the history now, be sure to check everything! And keep in mind, I play in other casinos from this group, I have an active account in all other casinos!

they didn't even return my deposit, what can I say, I played without bonuses, only real bets at the expense of my deposit! And note, the Application was for withdrawal and they couldn't process it for 3 days, although according to their rules the period is 24-48 hours, on the third day they wrote to me cancel the application for 200€ and continue playing, that is, everything was fine, and even if I had lost, I think there would have been no problems)

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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 elenacvetka9279,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the BetChain Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? What is the exact reason for the suspension of the account? Do you suspect any wrongdoing from the player? Alternatively, what is causing the delays with the payment procedures? Thank you in advance for providing us with your view of the issue.

Hello! Still don't want to answer!? I don't understand, so many unresolved complaints about them, why is such a trust rating set? Okay, they squeezed 200 euros from me and don't want to pay, and others have complaints of 10,000 - 20,000$... They have a channel in Telegram and a manager who reads messages and does not answer, as I understand it, the casino has scammed and will not pay anything to anyone, they are just trying to collect as many deposits from people as possible! What about the law, what about the license and the relevant authorities? Why does no one want to deal with them?

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 elenacvetka9279,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear elenacvetka9279,

unfortunately, we have received no response from the casino representatives. On top of this, it seems that the casino has indeed stopped its operations and vanished.

This unfortunately leaves us with no option to proceed with the mediation process and the complaint will need to be closed as unresolved.

I am truly sorry I could not be of further help.