BetPat Casino - Player’s winnings have been cancelled and account blocked.

Good day! I am convinced that the casino unlawfully blocked my account and confiscated my $ 267.5 funds.

It still started on August 14, when I could not withdraw my money, despite the fact that the verification had already been passed.

Betpat Casino has resumed checking my credentials. And on August 23, I received a letter stating that the address document I provided was invalid.

I declare with 100 confidence that this is defamation, all submitted documents are original and comply with the requirements of the current legislation of my country.

Also, on August 26, I sent a selfie against the background of the passport opened on the registration page, the casino confirmed the originality of this document.

I have written many times to the casino asking for proof of the invalidity of my document, but the casino does not want to cooperate.

I believe that the accusations against me are fictitious.

The casino, in turn, has the right to close my account at its own discretion, guided by clause 14.6 of the Terms and Conditions and crediting my funds $ 267.5 to my payment wallet from which the deposit was made.

Hope you can help me get my money back.

Dear alan254,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled due to a failed account verification? Did you receive any explanation from the casino why the verification has been unsuccessful? 

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. Thank you in advance for your reply.

Best regards,

Petronela

Good day! The casino accuses me of providing an invalid document confirming my address. I disagree with this accusation. I also sent a selfie to the casino with a passport open on the registration page - the casino accepted this document confirming my address.

I believe that the casino is wrongly accusing me of providing a non-original document. I declare that all documents sent by me are original and comply with the requirements of the current legislation of my country.

Screenshots of casino correspondence have been sent to your email address.

I ask you for help.

Thank you very much, alan254, 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 alan254,

I read through your complaint as well as the provided communication with the casino and I understand the situation. I’ll contact the casino and see if I can help.

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

Dear BetPat Casino team,

Please provide relevant evidence to prove the claims against alan254. You can forward the information to my e-mail address andrej.p@casino.guru.

Will respond privately through email to casino guru.

Good day! If I provide BetPat Casino with evidence of my guilt in committing illegal actions. I urge you to give me the opportunity to review this evidence.

Dear alan254,

Please be informed that this case is being discussed with the casino team in a private conversation. Unfortunately, I cannot forward the provided evidence as all information shared between a casino and Casino Guru is considered strictly confidential. I apologize for the inconvenience.

As we are waiting for a response from the casino to our last e-mail, I’m extending the timer by 7 days.

Dear all,

After reviewing the evidence provided by BetPat Casino team, we do not agree with the decision of the casino.

Therefore, we would like to ask the casino team to reconsider their decision in this case. Additional details were provided via e-mail.

Please see additional reply by email where Casino Guru are forcing BetPat to accept modified banking documents or rating will be cut.

Dear BetPat Casino team,

We’re not forcing you to accept the document. We asked you to proceed with the verification process and request additional information from the player to confirm or disprove your suspicions and accusations against the player.

PLEASE CC TO CASINO GURU MLRO (MONEY LAUNDERING REPORTING OFFICER)

CASINO GURU: Our position is that the verification process should not have been concluded just based on the difference between the two attributes of the file

BETPAT: Customer Verification was not part of the attributes mentioned, KYC was approved based on the initial documents provided by the customer, we agree that the customer is who he says he is, this is not in question, this is not why the account has been closed, we have mentioned this previously, please understand the problem.

1. Verification of the customer for KYC was approved on the documents provided.

2. The identity of the customer is not in question, therefore there is no need to have a "skype call" to verify the customer, we have clarified this position in the last email.

3. AML checks were processed as part of our KYC/AML obligations, it was noticed that modified banking document was supplied by the customer.

4. Casino Guru recognised the customer has supplied a modified banking document.

5. Casino Guru are forcing us to accept modified banking documents against our KYC/AML policy, If we don't accept your opinion, you will reduce our rating.

If you can explain to BetPat in your professional opinion why the banking document in question may have been modified, as you mention there are many reasons, and why in Casino Guru's opinion that we should change our AML policy based on this, to allow modified banking documents.

I'm very interested that Casino Guru member of staff has a qualified opinion in regards to our and international AML standards, we have advised this member of staff to forward this to Casino Guru's MLRO, (Money Laundering Reporting Officer) which has not happened, the member of staff is forcing BetPat to accept a modified banking document, we find this highly irregular and against international standards to combat money laundering.

Good day! I declare that all submitted documents are valid! I am confident that I am right.

Thank you, BetPat Casino team, alan254, for your replies.

We will further discuss this matter internally, as per the casino team’s request. I’ll keep this thread posted.

Thank you all for your patience.

Dear alan254,

I have sent you an e-mail. Please check your inbox and reply to my e-mail as soon as possible. Thank you in advance.

Dear alan254,

I’m extending the timer by 7 days. As was agreed in our communication outside of this complaint thread, we will wait for you to provide us with the required documents.

hi, sent you receipts by email

Dear alan254,

Thank you for providing the requested information. Please note that I’ve replied to your e-mail and am currently awaiting your reply.

I have sent screenshots of my phone screen to your mail, where you can see the necessary information.

Dear alan254,

I’ve replied to your last e-mail. Please let us know how would you like to proceed with your case.

The other day I am meeting with a lawyer for advice on my case. I will inform you about the decision taken.

Thank you, alan254, for the reply. I’m setting the timer for 7 days. We’ll wait for further updates from you.

Dear alan254,

Has there been any news regarding the issue? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the set time frame, I will have to reject your complaint.

I am preparing a complaint for filing with the Licensing Authority.

Thank you, alan254, for the update. Please let me know if you have any questions or if our assistance is needed.

Player has lodged a complaint with the Licensing Authority and the same information has been provided to them, this can be closed.

Thank you, BetPat Casino team, for informing us. As alan254 submitted their complaint to the licensing authority, we will now close this complaint as ‘Waiting for decision of regulator’.

Once the decision of the licensing authority is known, we will classify this complaint accordingly.

Dear all,

We’ve received the following message from alan254:

"Dear Sir/Madam! My problem is resolved. Cash in the amount of $267.5 has been credited to my Neteller payment wallet. I have no complaints about the Betpat casino."

Unfortunately, no additional details have been provided. Since all of our attempts to contact the casino representatives were unsuccessful, and since the casino has been closed in the meantime, all we’re left with is an assumption that the matter had been assessed by the casino’s licensing authority, and the final verdict was a ruling in favor of the player in this case.

Thus, based on the information provided by the player, we’re classifying this complaint as ‘Resolved’ in our system.

Dear alan254,

Should there be anything you would like to add to further clarify the outcome of the investigation of the licensing authority, please do not hesitate to contact us via e-mail.