On 9/5 I made a small deposit of .0023BTC transferring this amount from my personal bitcoin wallet because Betchain accepts bitcoin as a deposit method. After waiting a little while for Betchain to accept my transfer i began playing with my recently transferred/deposited .002+ BTC. While i was not having much luck wagering .18mbtc a spin I lowered my wager to .09mbtc/spin until eventually i was wagering .01mbtc/spin and when my balance was at .05mbtc/spin i hit spin and there was a malfunction in the game and was instructed to reload the game. Upon game reloading my balance was 0.00000. This same sort of instance happened the first time at this casino but because the amount was so small i didnt really want to spend much time worrying about it so I just moved on down the road. This time i had to at least inquire as to where my balance went and contacted support and they quickly informed me that I had wagered all i had and that my bonus was complete. The fact i did not apply a bonus made me investigate after being told multiple times by support that I was wrong.
After quick investigations i realized that the amount i deposited was less .0018+btc than i transferred .0023+btc. At this time support told me that thr sustem automatically applied a 50% bonus and the amount shown in my deposit history was correct. I then sent screenshots of the bitcoin transferred and was informed that they were not responsible for the discrepancy and I needed to take it up with cubits. Read the transcript please:
Chat transcript
Name: Austin
E-mail: < email removed >
Support Agent 2 Thu, 10/05/17 06:32:48 pm America/Chicago
Hello. How may I help you?
Austin 06:33:35 pm
I would like some help getting my account credited my funds never applied by your system
Please
Support Agent 2 06:34:08 pm
As far as I can see all your funds were issued on your account.
Austin 06:34:34 pm
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No that is not correct.
Support Agent 2 06:35:24 pm
Sorry, but there is no mistake. You deposited 0.00184800 BTC and bonus is 50% - 0.00092400 BTC
Austin 06:35:44 pm
Why is there a fee being assessed on my deposit made in bitcoin?
Support Agent 2 06:36:22 pm
It is a standard procedure when you use Cubits
Austin 06:36:55 pm
That is incorrect as well, i did not agree to any fees
Support Agent 2 06:37:37 pm
Sorry, but in this case we can't help you. We have followed the rules of the casino. If you have any problem with payment system, you can write to them.
Austin 06:37:55 pm
You use cubits i do not, i transferred from my wallet .00231 btc
Write to whom? 06:38:21 pm
Where in the terms and conditions does it state that a fee will be applied to deposits?
Support Agent 2 06:40:09 pm
Sorry, but those are the rules of the Cubits.
Austin 06:41:26 pm
I did not deposit with cubits, i made a deposit to betchain and no where in the terms and conditions does it state anything about deposit fees
Support Agent 2 06:41:49 pm
But you used Cubits as a payment method.
Austin 06:42:53 pm
No i did not, i used my wallet to transfer. Betchain used cubits
Support Agent 2 06:43:20 pm
Sorry, but in this case we can't help you. You received your funds appropriately.
Austin 06:43:47 pm
No i did not and i would like to see where i agreed to these fees
This is very elementary of you to not correct this error and risk losing a customer over something so small. 06:45:07 pm
I have provided you with evidence that is plain and clear that system made an error. Now it is ypur turn tp decide what is right and what is wrong. 06:46:13 pm
Support Agent 2 06:46:57 pm
Sorry, but in this case we can't help you.
Austin 06:48:18 pm
You are the only one that can help me, i am the customer and you are the business that I elected to do business with.
How can ypu state that you cannot help me?
Support Agent 2 06:50:27 pm
We have provided you with all necessary information. Fees on payment methods is not our jurisdiction.
Austin 06:50:30 pm
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There should not be any fees because that is not how bitcoin works. 06:51:25 pm
There can be a fee on withdrawal but not deposits
Support Agent 2 06:53:15 pm
Those are the rules of this payment method. Unfortunately, we can't change or undo this rules.
Austin 06:53:30 pm
Where are those rules listed?
Support Agent 2 06:54:10 pm
On the site of the Cubits.
Austin 06:54:55 pm
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I deposited using bitcoin not cubits. 06:55:13 pm
Support Agent 2 06:55:46 pm
Sorry, but you have used Cubits. It is presented in our system.
Austin 06:56:51 pm
That is the system you use not me, your company uses cubits to process payments which means that you are responsible for the fees not me.
I have already paid my fees when i purchased my bitcoins. 06:57:26 pm
Support Agent 2 06:58:17 pm
Sorry, but in this case we can't help you. As this question is not in our jurisdiction. If you have any question to the payment system you can contact it.
Austin 07:00:56 pm
You are the payment system and you have been contacted. Technically i am not even supposed to be paying you, this deposit is simply a transfer from one medium to another in order for there to be secure accesd to my funds while playing your games.
Do you understand that at the emd of the day the probability of me ever getting that deposit back is always in the casinos favor. That is why there are no fees. 07:02:17 pm
I am not asking for anything other than a fair chance. I didnt want a bonus, i just wanted tp play with the funds i deposited. 07:04:28 pm
The full amount of funds i deposited 07:05:12 pm
Support Agent 2 07:06:04 pm
Those are the rules of this payment method. Unfortunately, we can't change or undo this rules.
Austin 07:07:08 pm
Those rules are not applied to me they are applied to the company which is you. If you can show me where I agreed to those fees i will go away.
Support Agent 2 07:12:31 pm
Sorry, but in this case we can't help you. As this question is not in our jurisdiction. If you have any question to the payment system you can contact it.
Austin 07:12:52 pm
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I gamble online with bitcoins and i enjoy it weather i win pr lose. I know what I am talking about because I am an informed customer. With the questionability of trust and fairness of online casino out there i still push forward. I am not asking for anything other than what I agreed to, would you please correct the mistake or refund my money. 07:23:51 pm
Support Agent 2 07:24:52 pm
We do not provide refunds, sorry. In your case there was no mistake done.
Austin 07:26:41 pm
You cannot actually belieb that after everything i have shown you and proven tp you, do you?
Support Agent 2 07:27:06 pm
Those are the rules of this payment method. Unfortunately, we can't change or undo this rules.
Austin 07:28:15 pm
I did not use the payment method of cubits. That is the method that your company used in order to convert my bitcoins into fiat currency.
Support Agent 2 07:29:29 pm
Sorry, but in this case we can't help you. You received your funds appropriately.
Austin 07:31:27 pm
I just want you to show me where i agreed to this?
Support Agent 2 07:34:32 pm
Those are the rules of the payment method.
Duration: 1h 5m 2s
Chat started on: https://www.betchain.com/
E-mail from LiveChat
I can provide screen shots of all transfer amounts and wallet address but i cant seem to figure out how to attach them in this message.
I only asked for the system error be fixed and to correct the deposit amount and no bonus which was denied. I then asked for a refund and that was denied. I would like all of my deposits back after being dupped into doing business witb this casino. Please help make this right. Thank you
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