BetChain Support and Complaints Thread

Hi Endever,

I sent you an email explaining that you are receiving all site advertised bonuses.

I have ordered a copy of all of your correspondence with Alexey to get to the bottom of this. I'll make sure you receive whatever he offered you.

Thanks for your patience,

Brian

I honestly wish I could say thank you, but I have about as much faith in any of you as I have in betchain..  and that isn't very much.. No offense but you guys have pretty much destroyed any positive views I've had of the place. And that is why I haven't deposited, and also why I forfeited your horrible  .4mbtc cashback bonus I was given.. which was complete and utter bull. I don't even see why you guys would waste your time giving someone .4 of a milibit.. And I'm sure anyone here on this posting would agree with me, Monday - Sunday  is a WEEK.. the day I cashed the .115 was Sunday.. Then, I deposited practically everyday until that following saturday. some days multiple times even! The only bonus that was given ( and it was automatic) was the 25% reload wed bonus.. and it was only on the 1st deposit.. Not the other 3 or so I did that day..  And just so you know, the .115 I cashed, well for one a portion ( lol basically all of it) went right back into your site starting monday didnt it? So why the heck would you guys deny me a 10% casback since I practically gave you it all back AND then sum?  You check the emails from alexey, including the one where he gave me cashback for 2 weeks ( this was because he was gone for a whole week and I kept trying to contact support to get bonuses.. instead I was being told that it would get sent to my vip manager and I would have to wait..) I dont know how many times I have to tell you guys, I dont go through all the trouble of having to load cash to a card, drive round trip 30 miles or so, buy the BTC, especially at a high (upto 30%fee), and then deposit it.. Just to be told I can't play !! well, You didn't tell me I couldn't play, let me rephrase that.. But I was told that I had to wait for my VIP manager.. There was times I waited up to 3-4 days before I actually recieved any contact back.. So do you think I want to sit on that deposit for 3 days? Hell, it would have been the smart thing to do right? I would have saved myself some money then because I wouldn't have been making deposit after deposit back to back.. I was given the 10% cashback choice because I said I formally played on bitstarz and they provided a weekly 10% cashback on all deposits.  (not only that, they gave free spins too!!!) and to be honest, the point system you have is rediculous! I liked my 80mbtc bonus I was gifted last month.. not the 3-5 mbtc I was able to claim through the whole month for my play!!! and technically! I should probably already be a platinum member! I have been playing for awhile, I asked about VIP and benefits multiple times!. it just took you guys forever to contact me properly about it and give me a VIP manager.. You basically waited till I have a few thousand dollars in your site before you even offered! This site was the worst online casino experience I've had so far in my gambler history.. Honest..

Hi Endever,

You are absolutely correct, you should not have to wait for what is offered and Alexey should have informed the support staff by noting it on your account so this wouldn't have happened.

Additionally, as with any business, there are great employees and not so great employess. We have addressed this with our support manager and apparently, one particular agent was having a bad day and decided to take it out on our players. He has been fired, as we pride ourselves on giving the highest level of service. I really apologize for your inconvenience.

This whole thing wasn't handled the way we typically do things.

Your account shows you are a Gold VIP.

I have credited a Cashback Bonus for all of your deposits since your last withdrawal. Our policy is to give cashback on losses, so it makes sense that if you make a withdrawal, then you didn't lose that amount.

In the meantime, I am reviewing Alexey's correspondence with you.

Thanks, again for your patience.

Best,

Brian

I JUST WALKED OUT ON MY PLATINUM VIP LEVEL ACCOUNT AT BETCHAIN. They are f***ing maggots.

i hope they get destroyed by every other BETTER BITCOIN CASINO out there.

My issues are the same as all of the unhappy players above. I have been with Betchain for over 2 years and have deposited THOUSANDS OF DOLLARS WITH THEM.

They were finally shi*heads to me for the last time. I hope the new management aquires a disabling disease and his support crew follows suit.

DO NOT WASTE YOUR MONEY HERE LIKE I HAVE.

BETCHAIN LIES AND TREATS THEIR VIP PLAYERS LIKE SH*T.

HI Cheztwins,

I am sorry you feel this way.

Your bonus ratio is 65%. You have had every deposit credited with a bonus. You receive 2 Free Spins Friday Bonuses each week due to a glitch in the bonus.

I am sorry to see you go, however, it seems we cannot make you happy.

I wish you a lot of luck in your future endeavors.

Best,

Brian

Hi Brian 

I been receiving only 3 Friday free spins for the past 3 months and 5 months ago I was receiving 5 spins every Friday so I'm also effected by the glitch I went by live chat a couple times to report it but they kept telling me to contact my vip manager but he hasn't reply to any of my emails for the past month. Betchain is still my favorite casino Brian is one reason he never disappoint me so far when I first register I was only active for a month and stop playing at betchain Because customer service was always rude eveytime I ask for a bonus it was no with an attitude. So after 2 months I decided to drop by to see if they had any bonus I can claim before I deposit I was expecting a no like usualy but the agent please wait while I check he/she came back and say done and good luck I was so shock a no deposit bonus I'll take it 10 free spins is what I was expecting... I was wrong again my bonus was 19 mbtc i felted like a winner already I was so happy reguardless if u cashout or not I'm already a winner so I clear the wager requirement and cash out like 500 mbtc the withdraw took like 12 hours because of my account being mark as duplicate and I did had two account but I never made a deposit or took any bonus on the other one after betchain confirm that I received my coins but I was so stress waiting on it because they could of easily not pay me but betchain made my day. I been a loyal customer ever since. The new Vip program isn't bad we're just comparing it to how it was  and We was spoil with bonuses i had so much bonus I was forfeiting some on purpose I pretty much had a bonus on every deposit the best part was betchain was applying bonuses to deposit which I already lost that was so awesome so we need to cut betchain some slack there is no casino out there that did what they did we can't expect 75 % bonuses that's obsurd casino will be taking to much of a risk  and I'm not as active now but in April may June July I was deposing multiple times a day 10 deposit plus on some days at least 5 days a week and my bonus was probably over 75%. But for the past three months I probably have 15 % ratio bonus. So if your looking for a new casino to play at I would recommend betchain. Brian the host of the casino priority is betchain members so we're in good hands unfortunately I can't say that for all the agent that work there but that's okay with me.

Thanks Brian for your service at betchaub

Hi napster,

Could you please PM me your casino username? Brian will be notified about your post. 

Hi Brian 

I also noticed that US players are restricted to sign up for Betchain I'm a USA member that play at Betchain for awhile now andwhen I try giving a rating for Betchain I wasn't allow to but I see banners from Betchain saying USA players are welcome. If you can explain this that will be awesome.

Brian was notified. He'll answer today. 

Hi MelissaN

Yeah Brian always does like I say in the previous post he's one of the reason why Betchain is one of my favorite casino to play at!!!

Thanks for the update

Hi napster, How are you? Milica sent me your account info (thanks Milica!!!!) I credited you some VIP status points to bring you up a level, so now you'll be receiving 10 Free Spins each week with the Friday Free Spins Bonus! Unfortunately, players from the USA are restriced from real money playing.

Enjoy!

Best, Brian

Hi Brian

Thats awesome news Thank you so much have a wonderful day!!!!

hi i have an account with betchain.com but they disabled my account after i won over 300000 euros. told me duplicate but i have experience and would never do such thing. i also lost all the winnings then they disabled ask what other account i had they gave me some names i have never heard about chat support told me some thing about the same ip more accounts where playing. that is logic if you play from your smartphone with vodafone owner of the ip or tmobile had that issue once with mbitcasino.com and it was fixed its a hotspot it can happen yuo get the same ip not the same person i have proof i have no other accounts. my name is abdelwahab talab registered at betchain with [email protected] i was happy playing there but this is not how you treath players and i ll make a case of it i have asked them nicly. so i would like some advice to continue contacting the regulator and the dutch kanspelautoriteit or what should i do best regards, A. Talab

Hi Talaba,

Sorry to hear that. We're going to notify the casino rep and ask him to look into your account. 

Thanks for your message,

wanted to add. 

I have good experience with betchain my account is verified and well payed out lost of times every thing was fine why suddently this i dont know.

thanks?

Hi Abdelwahab, Thanks for posting, however the programmers' decision remains the same as what I communicated to you a couple of times last week. Unfortunately, you have a few duplicate accounts which violate our Terms and Conditions. I'll miss chatting with you and we all wish you the best in your future endeavors. Best, Brian

This is the problem with online casinos. Anytime they choose NOT to pay someone they can easy use the duplicate account excuse and void winnings. 

I haven't read all the post thoughly, but why people play in this casino ?

They only give 50% bonus for the highest VIP level, only once per week ?

I think that bonus lovers can find another casino with the same or better bonuses.

Duplicate accounts are the problem on the player's side...

But, when the players start to make a real deposit, as I think, casinos must notify the players about this duplicate accounts and let players choose one... They should be more reactive for the players who might not just be careful enough at the beginning...

But, yeah, there should be many free bonus abusers...

Hey Betchain 

I want to report issue with bonus Friday free spin winnings balance disappearing I contacted chat support about it and he/she kept saying the system show that you lost your bonus well that’s a glitch in the system than because My November 17 Friday free spin bonus winnings is .000039 btc I only made one bet today ((November 17) for the amount of .000009 Btc and the other .00003 Btc disappear from my balance this been happening for the last couple weeks for the Friday free spin bonus but it was too much of a hassle to report it but it’s quit easy today since I only made one bet Please check my bonus history and bet history to confirm it and I’ll also attach screenshotsof proof. Please pm for username if you don’t have it already.

Thank you

Hi napster,

Could you please PM me your casino username? We'll notify the casino rep. 

Hi Napster, Thanks for posting. When you are playing on a bonus and your balance falls below the bonus epsilon of 0.00005 BTC, the bonus cancels itself. In order to prevent this from happening in the future, please keep your balance above 0.00005 BTC while playing on a bonus Including your betsums. Best, Brian

Hi Brian 

Thats tough to do when our free spin bonus bet value is lower to .000009 it use to be .00009

Brian... What has happened to your casino? Your support was up there among the best but now I feel like I am being jerked around and lied to. I am so disappointed I do not think I will ever play here again.

Tell me please. Do you plan to expand the list of countries that can use your coupon in the LCB shop?

Brian, has been notified and he'll post his reply shortly. 

Hi Tanunax,

I apologize, but unfortunately we are unable to expand our list of countries at this time.

Best,

Brian

Brian,

When I look at the points we are getting for playing, it does not seem that they are adjusted to what the price of Bitcoin is. We are getting 1 point for every 100 mbtc that we wager. That is 1 point for every $800+ dollars that we wager. We need a minimum of 100 points in order to receive 1 mBTC. That means that we must wager $10,000+ in order to receive $8? That seems absolutely crazy!!! Considering that the spins on free spin Friday have now taken the lowest bet amount making it nearly impossible to even win enough to spin after the spins are complete :( Not only are customers not being rewarded for loyalty but they aren't even being rewarded for the amount of money they spend at your casino. I think the best thing a casino can do is reward their customers. Free spins or free bonus money to play gets players coming back again and again. But the point system here is majorly flawed. Just thought that I should bring it to your attention. Hopefully it will get fixed soon :) I think that every 1 point should convert into 1 mbtc bonus funds which must be wagered 45xs and have a max cashout of a certain amount. It's a win win that way. Players are rewarded for playing but still must wager those funds. In the past when we received monthly bonuses which was something like 10% cashback it was WAY better than this bonus system and actually seemed like a bonus. Food for thought. 

This has been happening to me as well. When I report it to the chat specialist I am told the same thing. That I lost the bonus and there is nothing that I can do. When I tell them to check my history, they tell me that it shows it is lost but can't tell me on which game it was lost or when the bonus was played. It is very frustrating. Now that the bonus game bet amount is set so low, it almost isn't worth going through the hassel to report the issue since nothing seems to be being done to fix the issue and technical support hasn't gotten around to getting back to me... Sorry to hear you're having issues too, but glad to hear I am not the only one. Kinda makes me scared that when I am playing with real money that this may be happening as well without me noticing... I hope not  Let us know what was done to fix the issue, if anything at all... would be interested to know.

I just noticed what I think maybe the issue. The minimum amount you can have during a bonus is 0.00005 and you are under that amount so instantly you do not have enough money to play any game using a bonus. Whack right? Seems almost pointless in spinning with the bet amount set so low. The other week I got the full house thing and a couple other decent wins during my spins and literally ended up with like 0.00025 or something ridiculous LOL meaning that the free spins can only be played on SOFTSWISS set at the lowest bet amount and if you're extremely lucky you might make playthrough and end up 1 mbtc richer LOL 

I am feeling annoyance, displeasure, hostility and treated unfairly by one of your support agents who ended my chat instantly without reasons when i tried to ask about deposit bonuses. I would like to say thanks and koddos to your support agents for their quick action to prevent me accessing my account when i reluctantly told them so.

Hi Gamevil II, Please accept my sincere apologies for the disappointment caused by the conversation with our live chat agent. This case will be reviewed by our management. I checked your account - it was disabled due to your request. Best, Brian

Hi Brian,Thank you for getting back to me. Yes that's correct. I did request to disable my account with under conditions. I told them if they don't like me to play at Betchain just disable my account. With no hesitation from your support my account immediately closed . They had shown their feelings of hatred and feeling hostile towards players. That makes me feel unsafe playing at Betchain.

Hi Brian for Tuesday cash back promotion page it say simply make a deposit on any Monday to receive aye 15 percent cashback on Tuesday. I made a deposit of .0057 and was told that deposit should be at least .01 which is correct when you go to bonus terms and condition it does state that but my concern is on the promotion page it did not mention the minimum deposit of .01 shouldn’t that be mentioned it’s seem a little miss leading to me when the most important part of the promo doesn’t get mentioned

We informed Brian about your suggestion. Hope he'll take it into consideration.

Cheers.

Hi Melissan 

Thank you so much and have a wonderful day

Hi napster,

I'm sorry for the inconvenience.

We have a link to the T&C because too much text gets messy on our promo page. (I've edited it to include the minimum deposit amounts). I have put in a request to our platform provider to see if it's possible to reduce the minimum deposit amount going forward. I'll keep you posted with their reply.

Best,

Brian

Hi Brian 

That will be awesome if they do lower the minimum deposit Thank you so much Brian

Hey Brian, i was wondering about the 3 months of free spins turning into 1 month... when i made my deposit it was with the knowledge that i would get free spins every friday for 3 months, then now im told that is nolonger the promotion and i wont get anymore spins

Hi betchain, today i received on my email a message from your casino that if i didn t requested to change my password i should ignore the message normaly it s sent when someone try to change the password when i accessed my betchain acccount i found 2 active sessions. one in US with ip 76.0.81.183 blacklisted with for spam and one from brazil with ip 177.35.49.43 blacklisted for spam. The 2 sessions are active i closed them and changed my password but what i don t understand is that my email account wasn t pirated and i tracked all my activity since the registration of my betchain account and no troubles with my email. I just want to know if your website is safe enough? and how can 2 blacklisted spam ip can be logged in account at the same time? can you please give me more details. Normaly betchain should have an anti-spam filter? my account is : [email protected]

Hi AKQJT,

Thank you for letting me know. I noticed your account was created in 2016 and you received the LatestCasinoonuses no deposit bonus. Your account doesn't show any activity since receiving the no deposit bonus. However, you do have over 50 IP addresses used.

I have asked our platform provider for some advice.In the meantime, here is a brief summary of our security measures.

BetChain casino is committed to provide 100% secure gambling services to players to ensure that no data is stolen, lost or misused. We implement the latest technological achievements to provide for the safety of all personal data of the players. We use 128-bit SSL (Secure Socket Layer), the technology preferred by many legal and financial institutions, to guarantee safety of all transactions performed on the website.  Moreover, we use special anti-fraud techniques to prevent any type of financial fraud on the website. Any attempts of fraudulent actions result in immediate termination of player’s account. Player’s account can only be accessed with the unique ID and password of the players. The player is responsible for keeping their login information confidential and making sure it cannot be accessed by another person.

I'll keep you posted with what they say.

Best,

Brian

Hi Joe,

The Free Spins Friday Bonus has a monthly deposit requirement. You only have to make 1 deposit a month to continue receiving your Free Spins every Friday.

Best,

Brian

Hi Napster,

Woo hoo, we lowered the limits.

The minimum deposit amounts for the Cashback Bonus is 0.001 BTC, 10.00 EUR, 600.00 RUB,150.00 ZAR, 5 CAD, 95 SEK/NOK, 0.01 BCH, 0.01 ETH, 0.05 LTC, and 1,500 DOG.

Best,

Brian

Thank you for your answer my internet connection is dynamic one using multiple ip but all from my country all the other connections are not mine.

Hey Brian,

I don't know what was going on with your site... the other day my deposit took over 45 minutes & 6 confirmation to show in my balance. This was after having to contact support to have them tell me that they don't know to check CryptoNet... then it will be shown in my wallet. I have always been told that our deposits are available in our wallet as soon as they hit the Blockchain. Maybe this is no longer the case but the chat support specialists are not aware of this. I contacted chat support today to ask about why withdrawals were not taking place... I tried 4 separate times (one was more than 5 hours). I was told that I was talking to Head of Shift.... This is bad...

Visitor

Can I speak to a manager please

Support Agent 4

You speak with head of shift exactly

Visitor

You are the head of shift?

Support Agent 4

Exactly

Visitor

ok

So can you tell me why my deposit took 45 minutes plus to register

well show in my wallet

it had 6-9 confirmations before showing in my wallet on Betchain

Support Agent 4

It depends on CryptoNet

Visitor

I don't know what CryptoNet is

You mean the Blockchain?

Support Agent 4I mean Blockchain and CryptoNet

Visitor

what is Cryptonet?

Blockchain is what shows what is wallet wise

Support Agent 4

Use please internet to learn it. We are not information service

Visitor

https://www.cdc.gov/parasites/crypto/cryptonet.html ReadCryptoNet: Molecular-based Tracking to Better Understand U.S. Cryptosporidiosis Transmission | Cryptosporidium | Parasites | CDCEducation and information about CryptoNet.

Support Agent 46:49 am

We see that our talk is going around in circles, so we have to close the chat to help other players. Thank you for understanding.

Support Agent 4 has closed the chat.

Hi Anna,

Your account shows your last deposit was made on March 9th using Cubits and shows it was confirmed within a minute.

Please email me the Blockchain info of the transaction info if you are referring to another deposit.

Best,

Brian

My last deposit yes was made on March 9th. I don't think it was made using Cubits because I have been sending it the same way since my first deposit here over 3 years ago. It was not confirmed within a minute. If you check chats... I was asking for well over 30-40 mins about why the deposit was not showing in my account. You can see that Betchain shows that my account was credited 19 minutes after the Blockchain shows it was fully confirmed (6+ confirmations). 

March 09, 2018 22:39 Accepted Deposit Cubits 0.02000000 BTC <---- Betchain

380319ff526dbc121752f6412832d6cd21ede846e52ea5724d0e9170e3a3e7ee

2018-03-09 22:20:28 <------ Blockchain

I just checked my emails as well and it shows 19 minutes past when the deposit was fully confirmed which is 6+ confirmations... which was about 20 minutes... and then when I tried withdrawing the same day I tried multiple times even waiting 5 hours with no success... 

Hi Anna,

That deposit shows on our end that it was created on March 09, 2018 at 22:39 and finished on March 09, 2018 at 22:39.

I see it on the Blockchain at 2018-03-09 22:20:28.

The only thing I can think of is that the mempool was delayed in processing transactions. Obviously, we aren't in control of the blockchain and we can only state when the deposit reached us, which was 22:39 and was immediately credited to your account. If my math is correct, it's 19 minutes (not the 40 minutes you wrote above). Again, we are NOT in control of how fast the Blockchain processes it's transactions.

I noticed your withdrawals on your account, but it looks like you recalled the 1st one within 20 minutes, the next one within 2 minutes, the 3rd was pending over 3 hours and the 4th one within 20 minutes.

I apologize for the delay, however, the finance team saw all of your duplicate accounts and were researching them.

You contiue to violate our Terms and Conditions with duplicate accounts and you aren't happy with the service you are given, although you have a 42% bonus ratio.

I have advised in the past that we must close your account if new duplicate accounts arise, and sadly, I must close your account due to the latest duplicate accounts.

I wish you well,

Brian

I have now been trying for two days to withdraw from BetChain.Casino.  Support Reps. started out say that I couldn't withdraw because my btc deposit needed more confirmations. Now their excuse is that there is a bug effecting my deposit and two other's. Support Reps. said that they have no ideal when this issue will be solve.  Their advice to me is just be patient.  "Beware lcb"

Hi ADLWP2, 

Can you please private message me your casino username and we will ask the casino rep to look into your account?