BetPat Casino - Player has been accused of opening multiple accounts.

I have been playing at BetPat for about a week. I registered through Roshtein using an affiliate link. 

On September 12, 2021 I had some big wins and built up a balance of about $12,400 CAD.

I woke up this morning (September 13, 2021) and tried to log in. I was shocked to find out that BetPat closed my account. When I checked my email it said I have duplicate accounts so my account was closed. This is NOT true as I have not registered for BetPat before. They even verified my documents. There is no reason why my account should have been closed as I have followed all of the TOS. My account was only closed when I had large winnings.

I reached out to support via email and got the exact same generic message as a response. They have provided very little details.

All I want is to be treated fairly by this casino. The way they handled this is very clearly a way to scam customers.

Dear bret,

Thank you very much for submitting your complaint. I’m 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 or using your email address? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hi Petronela,

There is a ZERO chance anyone in my household or I personally have registered with this website before. I live alone with my fiance and she does not gamble whatsoever. The customer support rep provided two email addresses they claim are related to me but they are not.

I believe I did take a first deposit bonus on my initial $100 deposit through Roshtein's affiliate link (he's a twitch streamer). I deposited an additional $570 on the site in increments of $50 to $100 between Sept 7 and Sept 12. The funds I won with was a raw cash deposit with no bonus.

They claim two accounts, one in June and one in July were created by me which makes no sense because I have not used the website before and I am 100% certain of that. They said the account closure is not related to my IP address and that they used their detection system claiming they use the same type of detection system that banks and airlines use. I really wish I just had a way to prove to them that this is clearly a mistake.

I will forward you the correspondence between me and their support team.

This whole situation has been very disheartening as I felt comfortable registering with the website since a well known streamer was advertising the site through an affiliate link.

I sincerely appreciate your help in this situation.

Thank you very much, Bret, 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.

Thanks so much, please let me know if you require anything else from me.

Hello, I haven’t heard from Andrej yet, just wanted to see when I could expect a response?

Dear Bret,

I apologize for the delayed response. I read through your complaint as well as the forwarded e-mail and I understand the situation. I’ll contact the casino and try my best to resolve the issue.

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

Dear BetPat Casino team,

Please comment on Bret’s complaint and provide the relevant proofs. You can forward the information to my e-mail address andrej.p@casino.guru.

Dear BetPat team,

I have sent an e-mail to the above-specified address. I’m awaiting your reply.

Dear Bret,

I’ll keep you posted on any news regarding the issue.

Thank you Andrej.

Dear Bret,

Unfortunately, after gathering all the necessary information, we are rejecting this case as unjustified.

The casino was able to provide sufficient evidence proving you have created more than one account in the casino. As you might know, creating multiple accounts is considered a serious breach of the Terms and Conditions in most casinos. You can read more about our position on situations like these, as well as other recommendations for players in our Fair Gambling Codex.

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.

Hi Andrej, I have to say you guys are definitely making a mistake. I am very curious as to what the proof is as it must be fabricated if it appears to be legitimate. I am 100% certain I did not register on this site.

Very disappointing ruling from casino guru, which basically permits betpat to use this reason to close accounts after people win large sums of money as long as they provide "proof". Is this ruling 100% certain that I have duplicate accounts or is it just an assumption or suspicion?

I urge you to review this case again. Email address provided that betpat claims are associated with me are completely untrue.

Dear Bret,

Unfortunately, we cannot disclose any information that the casino has provided as that’s considered strictly confidential, but I can assure you that our decision was not based on an assumption or a suspicion.

If you are not satisfied with our ruling and are certain that your claim is justified, I would recommend contacting the casino’s Licensing Authority (Curacao Antillephone), but I believe that their decision 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 andrej.p@casino.guru.

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