RESOLVED - Betchain is anyone home?

So I hardly play with Betchain anymore as what they promise to deliver never delivered like the instant withdrawals they claim to do and 24/7 support , my girlfriend wanted to play with them however and I warned her against it , she's stubborn though and deposited anyway, she managed to achieve a very good win there to my surprise and has since requested a withdrawal which has been in pending awhile no, support is like always never availble on ever form of contact that they have available, I want to deposit but only if I know that someone is actually working there because at the moment it looks like they have this casino open to only take players deposits and nothing else which is actually getting irritating now because it shows that the only area that gets attention or managed is the taking of players money and everything else is left alone or clearly not important to them,
If you manage to successfully process deposits then you should be equally able to process support queries and payouts if you can't rather stop operating until your casino is actually 100% functional in all its service and not just taking players deposits

Ok so I am the girlfriend that Cnichas mentions above.
Can someone at BetChain PLEASE contact me urgently. I have depisited a fair amount and finally won a bit of money but now it feels I'm being ignored even though it mentions 24/7 support.
I'm just getting no joy...!!!

Hello guys,

A casino rep has been notified.

Thank you for your patience.

Best regards,
Emma

Yeah it would seem as if they closed up shop until Monday.  I sent them an e-mail about my fee refund within 10 minutes of the last post on the forum and have yet to hear back from them.  Even if they had "limited" support during the holidays and weekends.  One would have thought somewhere in the last 48 hours someone would have taken the time to reply.  Even if it's just a we'll process your refund or in your case, cash out on Monday or something along those lines.

Sort of makes me regret giving them a second chance really if they can't be bothered to staff a single soul during these times of the year.

If your going to run an online casino, I don't care who you are and what your religion or holiday is.  If your going to run an online casino, you should at least be able to provide support staff even if it's for a chance to reply to e-mails once a day.  During holidays and weekends.  I can't buy this just be patient and wait til Monday crap.  If your going to take deposits and allow players to play 24/7 the least you can do is provide a within 24 hour response time to your e-mail regardless of the time of the year.

Otherwise if you can't provide a 24 hour response time during certain times of the year or on the weekends.  Then they should hang a sign up on there front page saying were closed until Monday.  Please don't deposit, because we can't bothered to staff during this time.

You hit the nail on the head cheetahwind I agree with you 110%

(UPDATE) Brian Mason a host at BetChain contacted me. He has approved my documents but now I'm battling to get hold of him again to withdraw my winnings.
He is no longer replying to my emails.
Please notify rep again Emma
This is terrible. Never had so many issues!

Seems like they completely off the radar , complaints all around the net about the same issue of no support or contact point, feels like they have the casino on autopilot I'm done wasting my time with a Betchain in my experience over the last 6 months the only thing that ls true is that they accept Bitcoin, the instant withdrawals, 24/7 support are things they made up to sound good , they not

I don't know what else to do! I can't get hold of anyone and can't withdraw at all.
Not sure what the problem is....my account is fine I'm verified but yet I get an odd error when trying to to withdraw.
No support available. No assistance...I have tried searching on google for info....I've email SOFTSWISS which owns BetChain.
Guys please help...I'm so unhappy with this.

Ok so I've been witnessing what one can only describe as a dog show or a terrible South African sitcom

Dee cannot withdraw because it displays an error message saying she must withdraw with her last deposit method ,
Netteller was used to make the deposit on the 1st , proof of payment has been sent
Withdrawal request is Netteller but keeps getting rejected saying that MasterCard was the most recent but only one MasterCard depost was done on the 14th of December , then Netteller on the 1st and another one today in a desperate attempt that it would recognize Netteller as the dominant method for deposits , it's not rocket science but Betchain is struggling with intense difficulty to understand this even after sending pic after pic after pic in a comic like format used in pre school detailing the proof that netteler is the method most recently used in the last 2 weeks

I hope this gets resolved as its ruined my day because it's hard to believe how this could be so complicated and that's all I'm saying and contributing to this mess , it's up to Dee and Bryan now and hopefully the support she has reached out to,
I'm personally never playing there after witnessing this abortion play out  amp;

Well I"ve heard back from them, finally about my 0.2 mBTC refund.  Oh the joy that will provide.

Hopefully now that there back in the office after the weekend your situation will get resolved.

Well I only heard from them when I requested my account be closed , and it will be last too

I am not very surprised about the support, to be honest. I remember I wrote them on the "contact" form about no deposit bonuses sometime in December, and never received any answer. I understand my question wasn't super important, but still. Later I deposited anyways and took bonus and lost all really quick. Hope your issue will get resolved.

im positive this will be resolved soon. It was new years after all and the weekend. So lets see what happens the upcoming week.

Barebones you spot on and Nirvana you too but in all seriousness a casino wether land based or online in my experience is a 24hr buisness , they take our deposits 24/7 everyday of the year it's what comes with the buisness unfortunately and all the services should meet the standard that's been set by casinos like Guts , Videoslots and the BETSSON group as some examples, at the very least state from the start to the player like SlotsMillion for example that on weekends and holidays payments or support are stretched ,
It's transparency I guess 

Well hopefully this Monday can be a Super Blue Awesome Mobday 

They were probably out partying, not at home

I've been playing on Betchain for a while, their withdraws times are usually good during the week and lately weekend cashouts seem to be getting pushed to mondays.  When  i first started was getting instant cashouts, I hope those come back some day.

I'm wouldn't be nervous about being paid though, they may not be the fastest but they're honest.

They're very easy to deal with once they get in, even though I imagine them understaffed and having a hangover every monday mornings dealing with loads of backed up player tickets lol

Hi Dee,
Good news! This withdrawal has been processed and sent to Neteller. Your win made on Saturday night, from a comp, was paid to you on Monday morning. We are very sorry for the delay, but it was a Holiday weekend when many companies are not working.
This was not deliberate, it was a technical problem with a payment system which was out of our control.
I apologize you experienced a delay on Saturday getting support. We were clearly understaffed for New Years weekend while we are already hiring more support staff due to the demand growing so quickly.
Congratulations on your Big Win!

Thank you I have finally been  paid today after  4 days. I am generally an understanding person / player however to be very honest this was the worst and most frustrating 4 days ever!
Just to clarify a few things BetChain casino rep, I battled to get any form of support from the casino during this period even though after sending numerous emails to marketing and support addresses and numerous messages on the casino software. Plus, Twitter, FB etc messages as I was getting extremely frustrated. Brian eventually mailed me after I had to post complaints everywhere. This was also limited support, on his side as after a certain time I was unable to get hold of him until the next day (about 10 hours after my last email (requesting help) was sent to him ). I was unable to do any form of withdraw as there was a glitch on casino software. The comp you mention was given to me by Brian as he was aware and embarrassed that I waited so long for any kind of support. Before this I had made a deposit which went through instantly and two minutes later received a friendly email (I suspect automated) thanking me for the depisit. The initial winnings which I was unable to withdraw due to strange errors on the casino software...was generated from my depisit. Because if this Brian added a comp to my account to apologize. It took until today to rectify the problem. Even though I was told by Brian that he was unable to manually assist me and I would have to do everything on my end. But if you check the accounts players at this casino have limited access to on the banking page. So I was getting an error on both payment methods, nothing was working and I was unable to change anything on my end. I had to send emailSSS back and forth,  with screenshots showing errors deposits and methods used Etc and trying to explain with tears in my eyes that this was an issue on the casino software (later acknowledged by Steve in marketing) plus doing my own casino account audit in desperation to convince Brian  / support that this was not a problem on my end. I had asked Brian to call me many times to avoid miscommunication but he chose to avoid my callback requests and clearly has no clue what was going on ,on the account.
So, look this  can go and on and I'm very happy to provide all feedback from myself and the casino if you wish to see exactly what I went through for days. If casinos say they offer 24/7 support and process deposits to the casino instantly....then I would suggest offering support to their players on all days including holidays. The casino runs 24/7 and players play at all times. We don't want to be told one thing and promised the world but when it comes to crunch time (support, help, withdrawals) we are expected to adhere and understand and be patient. I was a VIP HOST for a micro gaming site so to me service and assisting players at all times including odd hours weekends and holidays...is imperative! An online casino and counter parts, is an operation which does not shut down at any point to celebrate holidays Etc. If this is the case and holidays are preferred then perhaps one should open an online casino where players can only play and get assistance during the casinos preferred operating times (Monday -Friday 9-5) excluding weekends and public holidays.
I believe and was taught by my casino director that if a player needs urgent assistance, this takes priority and if technical issues are experienced....the parties involved to rectify this are contacted immediately and the problem is fixed there and then...even early odd hours.
Then, I would suggest it's perhaps best to review the accounts and all detailed info on withdrawals made by the casino Instead of saying as stated by Steve, that the money was processed and my neteller was rejecting it. I'm the type to actually do a follow up and this is what I did...neteller said there was no attempt by the casino on my neteller account. And if there was this would reflect on their end. once mentioned to Steve did the casino actually do a proper check.
One more thing, the lack of support / staff didn't start over your festive period. As my complaint in lack of support and hours of waiting for replies....was sent the  casino about two / three months ago and I was told (by Steve) at that stage they were understaffed and looking to employ and promised this would be resolved.
I could probably carry on all night with info on your casino and facts but I honestly am tired and these few days have been painful. Please, if you wish, take a deeper look into issues from players, casino operation Etc as I feel this is not a mere isolated SMALL issue. Things need to be rectified, fixed and isn't the casino wishes to provided limited support...perhaps an adjustment on their info all over the net / affiliates etc - should be updated.
Thank you though for sending me this message (ps, I did PM you on this forum originally) but didn't get a reply until now.
I might come across as a bit abrupt but I believe service needs to be improved every where as it is ridiculous! When I say service I mean in all sectors.
Let me know if you require more detailed info as to what exactly went on this weekend, I have saved all correspondence and screenshots. Thank you
Thank you for fixing the problem today I have received the money and please close this ticket

Glad this was sorted out, updated topic to Resolved.