Good day!

I am asking for your help in resolving the dispute between me and the BETPAT casino.

At the end of August I had problems with my account - it was temporarily limited and bids could not be placed.

On August 23 and 26, I turned to the casino support service for help, both times they wrote to me "wait, we will contact you as soon as possible."

Since the problem was not resolved, on August 28, I sent a letter with a request to indicate the reasons for blocking my account, which paragraph of the rules I violated and provide evidence of my guilt.

In response, on August 30, the casino asked via a mobile phone to launch a request for a mobile phone confirmation in the account and provide personal documents.

On August 31st, I fulfilled the casino's requirements by following their instructions.

On September 1, I again turned to the casino with a request to inform me of what caused the blocking of my account and the confiscation of my 1380 US dollars.

On the same day, I received a response from the casino with the application of the rules indicating various offenses.

In response to my letter dated September 02, the casino nevertheless reported that the reason for the blocking was a duplicate record that the casino could not confirm the ultimate beneficial owner of the account.

On September 2, I told the casino that I disagree with his accusations and asked for the relevant evidence.

I got the answer that the decision is final. The casino did not want to report anything more and the casino does not respond to my further letters.

First, I declare that I only have one account with this casino.

Secondly, I provided all the documents requested by the casino. It is not clear to me why the casino was having trouble determining the ultimate beneficial owner of the account. I have fulfilled my obligations to the casino in full.

Thirdly, accusations without evidence are null and void. And the casino doesn't want to provide evidence. I believe that they simply do not exist.

The casino unreasonably accuses me and, moreover, withholds a rather large amount for me - 1380 US dollars.

After reading reviews about your ability to resolve difficult situations, I decided to turn to you for help. I hope you can help me get my money back.

Dear Kukish559,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers from this casino in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Good day! My winnings have been accumulated without an active bonus, I have not used any promotional offers for this casino.

Also, I am 100% sure that no one except me has used my device, no one from my family has registered an account at this casino.

Is there any relevant communication that you could forward to [email protected] before we'll contact the casino?

Hello! yes, I have. I've sent you my correspondence with the casino.

Thank you very much, Kukish559, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear Kukish559,

I’m sorry to hear about your negative experience. I’ll contact the casino and see if I can help.

I would like to invite BetPat Casino to join this thread.

Dear BetPat team,

Please provide the relevant evidence to prove your claims against Kukish559. You can forward the information to my e-mail address [email protected].

This case is linked to a previous complaint for duplicate account.

We will email [email protected]

Hello! Yes, I applied to the casino for a solution to the situation. And the casino did not want to communicate in essence. I believe that the casino should provide supporting evidence of my duplicate account. I am confident in my innocence and am convinced that the casino is making up charges, simply wanting to confiscate my funds, which is inappropriate.

We have communicated, please see your emails from BetPat on the 30 July 2021 & 2nd September.

The response to your last request was a final decision from BetPat.

We have a zero tolerance to players having duplicate accounts.

Good day! I re-examined the posted messages. They contain quotes from casino rules and accusations, no evidence of my guilt was provided.

For my part, I have sent you all the requested documents, on the basis of which you can make sure that I am the beneficial owner of the funds. I also declare that I have nothing to do with money laundering and financial terrorism. All documents sent by me are authentic. I did not create any duplicate records.

Nevertheless, in case you continue to accuse me, I consider it your duty to provide evidence of my guilt for my and the guru review.

We have our final decision made by email to you previously, our position is clear on duplicate accounts, please see our terms and conditions regarding duplicate accounts.

Thank you, BetPat team, for providing the relevant proofs.

Dear Kukish559,

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified. The casino team provided sufficient evidence proving their claims.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

I ask the casino to provide evidence for my review. This is my civil right, I ask you not to violate it.

Information we hold is confidential, however the information we have on your account in relation to duplicate accounts was shared for an impartial opinion by Casino Guru, requested by yourself.

The result was "rejecting this complaint as unjustified"

We as always will comply with any legal requests in writing, please find our mailing address below, however we are under no obligations to share this confidential information with you.

BetPat

SG International N.V.

51 E-Commerce Park, Curacao

Dear Kukish559,

Unfortunately, as indicated by the casino team, all information shared between a casino and Casino Guru in a private conversation is considered strictly confidential, therefore, I can’t provide any further details either. I apologize for the inconvenience.

In case you are not satisfied with our decision, I would recommend contacting the casino’s Licensing Authority (Curacao Antillephone), although I believe that their ruling will not differ from ours.

Please let me know if you decide to do so and/or our assistance is needed. My e-mail address is [email protected].

As explained earlier, we will now close this complaint as ‘rejected’.