The player from Germany had his winnings from a match bonus reduced due to the maximum cashout limit. Even though the support agent informed the player, that there is no maximum cashout, the casino clearly states this fact in the Bonus T&Cs, therefore we were forced to reject this complaint.
BetPat Casino - Player’s winnings from a Deposit bonus were capped.
Amount: €700
BetPat Casino
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7.0
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Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hi.
i have accepted a 50 percent bonus at betpat.
In the description of the doctorate, I did not find any references to a max cashout.
I contacted the live chat again because there was no information about the max cashout.
he certified that there is no max cashout for this bonus.
after successful implementation of the bonus i had a profit of 1090 euro which i wanted to pay out.
I then got a mail that the bonus has a max cashout x10 of the deposit.
I had paid 40 euros so the max cashout was 400 euros.
thus around 700 euros of winnings were canceled.
since i don't feel guilty but rather the casino i decided to open this case.
-As I said, I couldn't find a max cashout in the description of the promotion.
-livechat assured me that there is no max cashout for this bonus after asking several times
-if even the customer support is not familiar with the terms, how should the customer be able to do it?
Automatic translation:
Public
Public
3 years ago
Dear fowi30,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus Terms (https://www.betpat.com/en/static-texts/bonus-terms) and I found this:
„Any withdrawals from deposit match bonuses are capped at a rate of 10x the deposit unless otherwise stated."
Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, but the casino can set the maximum cashout limit for bonuses.
Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Kristina
Public
Public
3 years ago
Translation
And it doesn't matter that there was no information about the max cashout in the description of the promotion and also the live chat assured me that there is no max cashout for this bonus
I had proof of this via screenshoot
Automatic translation:
Public
Public
3 years ago
Fowi30, I completely understand your frustration, however, you should always check the Bonus T&Cs and General T&Cs as well, because important information is often mentioned only there. Even if you’ve been informed falsely regarding the maximum cash out, I would call it an honest mistake and not an attempt to lie to you. Even if a live chat agent has provided incorrect information, the bonus terms and conditions always prevail.
Unfortunately, after gathering all the necessary information we are rejecting this complaint. 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 and we will try our best to help.
