The player from Germany had his winnings confiscated after being accused of bonus abuse. The issue was successfully resolved, the player received his funds.
BetPat Casino - Player’s winnings have been confiscated.
Amount: €750
BetPat Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello
In the live chat I was offered a 100 percent bonus which I accepted. I had read the bonus conditions beforehand and knew that there was a max cashout that was x10 of the original deposit.
after successful implementation, i had 850 euros on the account this was canceled and the deposit of 100 euros was refunded to me.
Reason: volatility change / volatility exploit
After a big win of 800 euros, I changed the slot (draculas castle wazdan 1000x to 0.80 euros / spin) because there was a max cashout of 1000 euros and from my point of view it no longer makes sense to continue playing this high variance there Any further winnings would be canceled as soon as I win more than 1000 euros from the bonus.
In addition, I have not been paid more than 3000 euros in this casino group (SG International) because I had not changed the variance after a big win and then I was accused of having paid in bonuses too often, which is why the winnings were not paid out. What I mean by that is, if I hadn't changed the game and had won even more, I would have been accused of bonus abuse instead of volatility abuse in order not to have to pay out
https://de.casino.guru/savarona-casino-der-ruckzug-des-spielers-was canceled
i switched to wild orient (microgaming) and wagered my bonus on 1.35 euro / spin, which means i even wagered 50 cents more per spin than before with the big win.
I am already verified in this casino and have already had successful withdrawals.
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3 years ago
Dear fowi30,
Thank you very much submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://www.betpat.com/en/static-texts/terms-and-conditions) and I found this:
„9.7. If a player or a group of players are abusing casino bonuses Betpat has the right to confiscate any wins thereof and to close the players account(s). Abusive behaviour towards bonuses and/or bonus abuse means:
ii) Player lowers the bet and/or wager size after a big win and changes the game to one with a lower volatility"
Would you be so kind and forward me your game history, if possible?
If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
I asked the casino to send me the game history of the last bonus
I don't know how to do it alone, it's over 5000 spins
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3 years ago
fowi30, thank you for your reply. When you receive the game history, please forward it to my email address kristina.s@casino.guru.
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3 years ago
Translation
Unfortunately the casino does not respond to my email sending me the bet history of this bonus
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3 years ago
Thank you very much fowi30 for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hi fowi30,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite BetPat Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Translation
your bonus had a max cashout of 1000 euros (deposit x10), and i was already at 1100 euros after winning 800 euros, of course i changed the variance to mid variance. wild orient is not a low variance game that i want emphasize again this is a mid variance slot. I continued to play in this slot after winning the dracula 800 euros and wagered to the end.
over 90 percent of the stakes in wild orient were 1.35 euros (max bet with this bonus was 1.50 euros) so a whole 50 percent higher than with the dracula slot, which means I risked even more.
you are looking for just one reason not to have to pay out.
please send my complete bet history for this bonus to casino guru otherwise I will have to send 200-300 screenshoots (I can prove 20 stakes per screenshoot) of my game history.
the 15 bets you posted there unfortunately do not reflect the complete course of the game at wild orient because I made 3000-4000 spins there, about 90 percent of which was 1.35 euro / spin.
the statement from the casino is absolutely ridiculous and incomprehensible. I implemented the bonus 1.35 euro / spin stake on mid variance (50 percent higher stake) than before my big 800 euro win at dracula on 0.80 euro stake
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3 years ago
Hi all, thank you for your replies.
Dear BetPat Casino,
We think that players should be able to play in whatever way they wish, as long as they follow other bonus rules, such as maximum bet. Additionally, this rule is meant to deter bonus hunters, but it actually influences recreational players the most. These are the ones that are worried that they might lose their winnings, so they often decrease their bets after a win. True bonus hunters do not mind an increased variance. They focus mostly on their expected value, which is not affected by this betting pattern.
Instead of rules like these, casinos should focus on setting the wagering requirements, maximum bet, game contribution, and other bonus rules in a way that makes it more difficult or even impossible for players to abuse their bonuses. Therefore, we are convinced that the player should get paid in full.
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3 years ago
Terms and conditions are there for the benefit of customers and the casino, however it seems again that Casino Guru, can pick what parts of terms and conditions on any site, they agree with or don't.
"Instead of rules like these"
Conclusion,
If we don't follow "Casino Guru" advice to refund a player who broke our terms and conditions, we get a deduction in our score, so we will reinstate the players balance to show the winnings.
Poor Show Again Casino Guru...
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3 years ago
Dear BetPat Casino team,
I'm glad to hear that you decided to reinstate the player's balance. When it comes to rules and conditions, a casual player has no idea of low/high variance of games or some betting patterns. If you want to restrict players from playing certain games, why isn't it enforced by the system? If there is no room for mistakes, there will be none. Our purpose is to build a fair and safe-to-play environment for the players.
Dear fowi30,
Please let me know when your balance is reinstated.
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3 years ago
Translation
the money was paid out, many thanks to everyone involved.
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3 years ago
Thank you fowi30 for the update. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
