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I won 60,000 euros at betchan Casino and made the deposit without a bonus. 40,000 euros were paid out. After that, the account balance was below one euro. You can see in the game history that someone else was playing. But even that cannot be true, as the last spin produced a profit of over one euro. But balance is smaller. So it looks like fraud. The support has requested a lot of data for the processing of the case, but does not send the game rounds and the IPs, no request is answered. No one else had my password.

Ich habe bei betchan Casino 60.000 Euro gewonnen Und die Einzahlung ohne Bonus gemacht. 40.000 Euro wurden ausgezahlt. Danach war der Kontostand auf unter einem Euro. Man sieht in der Spielhistorie, dass jemand fremdes gespielt hat. Selbst das kann aber nicht stimmen, da der letzte Spin einen Gewinn über einem Euro erbracht hat. Balance ist aber kleiner. Somit sieht es nach Betrug aus. Der Support hat viele Daten für die Bearbeitung des Falles angefordert, Sendet aber nicht die Spielrunden und die IPs, keine Nachfrage wird beantwortet. Es hatte kein anderer mein Passwort.

Hello,

Thank you very much for submitting your complaint and for forwarding all the relevant communication and screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise the exact date when the remaining funds have disappeared from your account?

I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

Hello Petronela

On November 30th, 2020 I was able to withdraw € 470 and thus reached my monthly withdrawal limit of € 40,000. At that point the balance was still over € 19,000

When I logged in again on December 1st, 2020, my balance was only € 0.18

Hallo Petronela

Am 30.11.2020 konnte ich 470€ abheben und hatte damit mein monatliches Auszahlungslimit von 40000€ erreicht. Zu dem zeitpukt war die Balance noch über 19000€

Als ich mich dann am 01.12.2020 erneut eingeloggt habe war meine Balance nur noch 0,18€

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi GambleGangsta,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Betchan Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Betchan 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi GambleGangsta,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter