Good point, more logs must be evidences. Or it is unfair to OP's earnings. At least some compensations to him.

Op, do you get the compensation? Since so many guys help you to ask for it, you deserve the money.

Hi,
Thank you very much for giving us the opportunity to be a part of this amazing community.

I appreciate that people are just trying to find out what happened.

We know we are not a scam but we realize there are some dodgy places out there and we appreciate your trust in us and as well as your concerns.

So, as far as the logs go. We have a record of deposits and bonuses. The game logs are provided by Betsoft. It is a lot of data as well as many different screenshots and pages of info. What do you guys think would be the most effective things we could post? We are happy to provide whatever we can to help people understand what happened.

Thanks!

Hi,
This issue was specifically tied to our 200% Welcome Bonus and the game Dr.Jekyll and Mr. Hyde. A player could lose his Welcome Bonus (as shown by his wagering) and then make a second deposit and the game would pay his bonus. It only affected players playing on our Welcome Bonus who lost and made a 2nd deposit and got paid the bonus via Dr. Jekyll and Mr. Hyde. The game has been disabled and players deposit amounts left in their accounts.

Hi Ale,

This was reported to us by our 3rd party game provider. The game company advised us of the issue and disabled the game for now.
A balance remains in your account since your withdrawal, which you may play or withdraw. You didn't lose any money, your withdrawal amount was kept in your account.
Please email support@betchain.com with any questions.
Best,
Brian

Brian,
now you are saying I a am a layer or you have a bug in your casino balance module.

Here it goes my balance:

August 04, 2016 07:35   Discarded    Cashout   0.19045000 BTC
August 03, 2016 06:36   Accepted    Cashout   0.09000000 BTC
August 02, 2016 18:04   Discarded    Cashout   0.28045000 BTC
July 31, 2016 17:56   Accepted    Deposit   0.02250000 BTC
July 31, 2016 16:07   Accepted    Deposit   0.07700000 BTC

My actual final balance is: 0.0095 btc.

Instead, it should be 0.19045 BTC.

What happened with the difference?




Hi Ale,

Your 1st deposit of 0.07700000 BTC was made on July 31, 2016 at 16:07 UTC and your 2nd and final deposit of 0.02250000 BTC was made on July 31, 2016 at 17:56 UTC. Your deposit total is 0.0995 BTC. You cashed out 0.09000000 BTC on August 03, 2016 at 06:36 UTC. Your remaining balance of 0.00950000 BTC is available in your account to withdraw or play, whichever you choose. Your withdrawal and your remaining balance equals 0.0995 BTC which is the same as your deposit amount.
As I informed you before, the game Dr. Jekyll and Mr. Hyde was reported by the game provider to have an issue and it was disabled. The winnings from the game (the only game you played) were removed from your balance but your deposit amount remained.
Please let me know at support@betchain.com if you have further questions.
Best,
Brian

The winnings from the game (the only game you played) were removed from your balance.

Hi Ale,

We informed you a few times that the winnings were forfeited due to the game provider's advice. Your deposit amount remained in your account.

Best,

Brian

How much had you won all up?

Hi Ale,

Your 1st deposit of 0.07700000 BTC was made on July 31, 2016 at 16:07 UTC and your 2nd and final deposit of 0.02250000 BTC was made on July 31, 2016 at 17:56 UTC. Your deposit total is 0.0995 BTC. You cashed out 0.09000000 BTC on August 03, 2016 at 06:36 UTC. Your remaining balance of 0.00950000 BTC is available in your account to withdraw or play, whichever you choose. Your withdrawal and your remaining balance equals 0.0995 BTC which is the same as your deposit amount.
As I informed you before, the game Dr. Jekyll and Mr. Hyde was reported by the game provider to have an issue and it was disabled. The winnings from the game (the only game you played) were removed from your balance but your deposit amount remained.
Please let me know at support@betchain.com if you have further questions.
Best,
Brian

You guys are getting a lot of punishment from newbie accounts recently.

Hope all is well Betchain and that you are not getting hacked by all these people complaining!

Hi Ale,

This was reported to us by our 3rd party game provider. The game company advised us of the issue and disabled the game for now.
A balance remains in your account since your withdrawal, which you may play or withdraw. You didn't lose any money, your withdrawal amount was kept in your account.
Please email support@betchain.com with any questions.
Best,
Brian

Hi alelopelope,

I am sorry you feel this way. You are not paying for the error, as you withdrew most of your deposit amount and the balance is in your account whenever you wish to play or withdraw it. The game was disabled and I apologize for your disappointment.
Please don't hesitate to let me know if you have any questions at support@betchain.com.
Best,
Brian

Hi alelopelope,

As I mentioned in one of my email messages to you. The game Dr. Jekyll and Mr. Hyde was found to have an issue and was disabled. Your winnings from the game were removed and your deposit amount was left for you to withdraw.

Please email support@betchain.com with further questions.

Best,

Brian