BetPat Casino - 플레이어의 보너스 상금이 압수되었습니다.

Hi, I requested a withdrawal of €500 from Betpat casino. They have confiscated the money because they say I am a bonus abuser as my real money to bonus money ratio is too high. I find this very unfair and unjustified as at no time up until now was I contacted about it. They send you emails offering bonuses and of course if you are in a position to deposit you are going to take them up on their offer. At no time did I deliberately or intentionally set out to voiliate their Terms and Conditions, bonus wise or other. I am a fair and honest player at all casinos I play at. As I said I think they are being very unfair to me. I did not realise my ratio was so high, if I had known I would have corrected it and reduced the ratio, but there is no way to check it, and I was not contacted about the issue. I would be very grateful to you if you could help me with this issue.

Dear ricky76,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your bonus and deposit histories, along with any relevant communication, to petronela.k@casino.guru?

I have checked the general bonus terms and conditions, and this is what I found, https://www.betpat.com/en/static-texts/bonus-terms:

"It is forbidden to abuse the bonus offers available (customer bonus ratio (deposits : bonuses) over 50%). If any such cases come to light, the casino reserves the right to seize any winnings gained as a result of abusing the bonus offers or the entire money balance and disable the option of using any bonuses for that account in future"

Is this the exact rule that has been used to void your entire promotional winnings?

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

Yes, that is the rule the casino is quoting. The reason I think the confiscation of my winnings is unfair is that I was never informed prior to this that my bonus ratio was too high. I have no way of checking this myself. The only way to know is if the casino inform you that your ratio is too high. It seems it was only when I requested a withdrawal that they invoked this rule so they had an excuse to cancel and confiscate my winnings. Just today they sent me a text message offering me a bonus. It is strange if my ratio is so high, they would be sending me offers of bonuses and increase the ratio. I have been playing online casinos for 10/12 years now, and never once had I a withdrawal refused. I play fairly and honestly. Attached is the bonus offer sent to me today by email.

Also, maybe you could ask them, how is taken a bonus that was offered to me either by email or offered within my account at the casino, how is that bonus abuse or fraudulent behaviour. Its not, or shouldn't be abuse to accept something you are offered. Entrapment (which is illegal) seems to be what they are doing. Keep giving you bonuses, and then when you win they can take your winnings.

I fully understand your point of view, ricky76. Before we'll contact the casino and ask for their standpoint, could you please forward your bonus and deposit histories, along with any relevant communication, to petronela.k@casino.guru? Thank you very much in advance.

Thank you very much, ricky76, 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 ricky76,

I’m sorry to hear about your unfortunate experience. I’ll try my best to resolve the issue as soon as possible.

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

Dear BetPat Casino team,

Please note that having a policy that allows players to only reach a certain ratio of deposits to bonuses is completely fine. However, in case such policy is not enforced in any way by software, i.e. it’s possible to breach such policy simply by not manually calculating the current ratio before claiming a bonus, then it is considered to be against our Fair Gambling Codex. What makes this situation even more unfair is the fact that ricky76 had been sent multiple promotional offers encouraging him to take bonuses even though it meant he would be in breach of the Terms and Conditions.

I’d like to kindly ask you to review the case and explain your position in detail.

Thank you, BetPat Casino team, for your input.

I’d like to make it clear that we are aware that the actions were in accordance with the casino’s Terms and Conditions. However, there are multiple rules in the Terms and Conditions and the Bonus Terms that we consider unfair and against our Fair Gambling Codex. The fact that this situation was caused by a breach of one of these rules is the reason why it’s not possible to dismiss the case simply by stating that the player should have read the Terms and Conditions more thoroughly.

As mentioned earlier, a policy according to which a player who exceeds a certain deposits : bonuses ratio is considered to be in breach of the Terms and Conditions and can have any part of their balance seized is unfair. We believe a policy like this should be enforced by software, i.e. players should not be able to claim any bonuses in cases where claiming a bonus would be in breach of the Terms and Conditions.

Unfortunately, being a white label of SG International N.V. nor assuming that ricky76 was aware of the breach is simply not a good enough excuse.

Please note that in case ricky76 is not refunded the disputed amount, we will close this complaint as ‘Against fair gambling codex’. Therefore, I’d like to kindly ask you to reconsider your decision in this case.

I completely agree with you about the casino having software installed to prevent players from having these problems. It is very unfair that they don't warn you someway if your ratio is getting too high. They are going to come back and say I did know about this particular bonus term, but I didn't until they informed me after I requested a withdrawal. If I didn't happen to win on that particular occasion, I would still be able to claim bonuses and drive my ratio even higher (unknown to myself). It's not until you win that they decide to enforce this bonus term. They should warn you at least once so you have a chance to rectify the situation, but they don't. Don't get me wrong, I completely agree with casinos having Terms and Conditions, but you should be able to try and rectify issues like this one and others where possible. I don't set out to deliberately break rules. I like to play honestly and fairly, hoping the casino is honest and fair too. I don't have any problem with SG International casinos, they are all rated highly on review sites, and I apologise for breaking their Terms and Conditions, but I honestly was completely unaware of my bonus ratio.

No the actions were not in accordance of the terms and conditions, they are breach of the terms and conditions.

Additionally

We should follow your rules, but the customer does not have to read the rules on BetPat ?

Andrej Pauls Casino Analyst

"not possible to dismiss the case simply by stating that the player should have read the Terms and Conditions more thoroughly"

Your opinion also contradicts your own employee Kristina Stark at Casino Guru on terms and conditions.

https://casino.guru/betpat-casino-player-s-winnings-from-a-deposit-bonus

Quoting your representative Kristina Stark 15 March 2021

"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.

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."

Casinomeister.com are also of the same opinion of BetPat on this case.

Therefor based on the facts in front of you by BetPats terms and conditions, Kristina Stark (Casino Guro) & Casinomeister.com who are all of the same opinion that the customer should read terms and conditions, however Andrej Pauls Casino Guru has the opinion that Terms And Conditions don’t need to be read.

We don’t have the ability to do this on software as you mention to automatically identify bonus abusers, it is fully out with our control, we are on a white label, but the player can read terms and conditions.

In the matter of the terms being in your opinion "unfair"

We are of the opinion this is an unfair treatment of a casino based on.

The player is a bonus abuser, it is beyond doubt with the percentage of bonuses taken as previously mentioned in previous messages.

24 Deposits with 23 bonuses taken + 3 store + 5 loyalty awards + 2 x free spins on promo + 3 manually added spins, this is well in excess of our 50% ratio in our terms and conditions.

The customer also agrees he has broke the terms and conditions, thank you rick for admitting you have broken the terms and conditions, our advice is in future, if you are taking a ration of 95% of bonuses from casinos, I would advise before you play on any casino, make yourself fully aware of terms and conditions.

Our reply Is final, if you abuse the bonuses at BetPat you may forfeit any balance, please don’t be a bonus abuser at BetPat.

Please read

Bonus Hunting – The Abusing of bonuses offered by online casinos

Carefully read and understand the terms and conditions of bonus offers and casinos which offer them.

https://casino.guru/bonus-hunting

If you were really careful and haven’t broken any specific rule from bonus terms and conditions then the casino will most likely pay you at the end. But sometimes you’ll probably need to make your case public on one of the mediation forums like Askgamblers and escalate….sometimes repeatedly.

On the one hand a good casino manager may notice from your betting style that you are a bonus hunter. Your style with higher variance will differ a little from the style of casual players who are just killing their time in the casino. But most of the casinos will pay despite they think that you are a bonus hunter. They don’t want to risk their reputation for few thousand dollars.

Many casinos have introduced an "irregular play" clause with the intention of repelling bonus hunters. This clause usually states something like:

"If we notice any kind of irregular play with bonus (a.k.a. bonus hunting) we reserve the right to void the bonus"

Some casinos managers confirmed to me that after they introduced this clause that it gets rid of most bonus hunters almost instantly without doing anything else.

I haven’t seen so far that any reputable casino would use this in case of dispute on some mediation platform. But the risk is still considerable. At the end the casino has the money in its account. If the casino decides to risk its reputation and not to pay you, you simply won’t get paid. No need to tell that 40 other casinos won’t return you your deposits either.

If you want to decrease the chance of being accused of bonus abusing by displaying irregular play then you must avoid making an obvious change in your game style. Or at least make attempts to disguise it.

An example for this would be to decrease your bet size to 10% of former bet size after you win high. Keep the same bet even after you win high and don’t give the casino an excuse not to pay you. This will increase the volatility of your betting strategy but not that much as you might think. And your long-term profit remains same. My simulation shows that dropping bet size after a big win to 10 % will decrease your chances of going bankrupt with $5000 budget from 36 % to 27 %.

I would love to see your evidence of my irregular gameplay, I play the same game, usually start at 30c, and if I win big or get my balance up a bit, I may then raise my bet to 50c or on the very rare occasion €1. I don't think you can consider that irregular gameplay. I don't deposit big, or bet big, I never have, I am just an ordinary everyday Joe Soap kind of guy who likes to spin the reels every now and again. Also I have never disputed the fact you say about my ratio being too high, I accept that it was if you say so. And that is not an admission of guilt either. I did not know my ratio was so high until you confiscated my withdrawal. I will repeat that, I did not know about my ratio. In other words, I did not deliberately or intentionally set out to break your Terms and Conditions related to bonuses or any other of your Terms and Conditions. That is my issue. Also if you can tell me now at this point that my ratio was too high, then you could also have and just as easily informed me at, lets say 55% ratio, but you didn't inform or warn me about it in any way, shape or form, instead you sent me more bonus offers which if accepted, would only drive my ratio higher, which to me is a form of entrapment. Also, if you can inform me now of my bonus ratio being too high then that tells me that you have some method of calculating my ratio, software or not. I had no way of knowing about my ratio. The only way I would or could know is if you had inform me about it, but you didn't until I requested a withdrawal. So in my point of view, you knowingly allowed me to increase my ratio so that when I requested a withdrawal you could confiscate it, that is what I am seeing. I could have easily reduced it by making no bonus deposits if I had known their was an issue with my ratio, but you chose not to inform me. That is the issue I have, not you saying my ratio was too high, and again, that is not an admission of guilt, to be guilty of something you have to break a rule knowingly, I didn't know at the time that I was breaking any rules. So, in contradiction to your last post, the irregular gameplay does not stand nor does the accusation stand that I knew at the time of my last deposit that my bonus ratio was in breach of your Terms and Conditions. Again I will repeat, my issue is that I did not know my ratio was so high. A short, simple email from you and all this could have been avoided, that is what I find unfair. You say you don't have the software to inform players automatically about a breach, now if you can't do that, and I'm sure you have a lot more high tech equipment than I do, how do you expect the ordinary person to have this information. Also, in one of your previous post, you alleged that I am some sort of expert on your Terms and Conditions, well I am not. Using Copy and Paste from your Terms and Conditions when I am on live chat does not make me some kind of expert.

The last post is Casino Guru advising you how to maximise bonus conditions, it does advise you to

This point, that, not software, but a manager might notice that your a bonus abuser, exists.

"On the one hand a good casino manager may notice from your betting style that you are a bonus hunter."

"But sometimes you’ll probably need to make your case public on one of the mediation forums like Askgamblers and escalate….sometimes repeatedly."

We never said you were an expert, but you quote our terms and conditions in regards to a max win, so you are aware that they exist, you just didn't read them properly.

Perhaps follow Casino Guru's advice for bonus abusers, which you are by taking 98% of deposits to bonus ratio.

Although we have loved these chats with you, we would refer you to our terms and conditions once again, and have a lovely weekend.

Yes, I asked about the max win, which is a very simple question for most people but your people working in support found it impossible to answer, says a lot about them. Also you say I'm a bonus abuser, so why did you keep offering me bonuses, is that how you deal with so called bonus abusers, very intelligent. Thank god you are not providing an essential service to people. Could you also provide evidence of me abusing bonuses, such as asking for a bonus, also provide evidence of irregular gameplay. Good luck finding the evidence for both. You have a very weak, nonsense argument that would not stand in a court of law, in fact it would be laughed out of court as you provided me with bonus even after I went over 50%. That is entrapment, which is illegal. If that is what you were doing, the alleged offence cannot stand as by your methods I was conned into thinking my ratio was ok, as you were still offering me bonuses, even after you confiscated my withdrawal. So please explain this to me, and don't forget to provide evidence. Anyone can't talk words, but to make them facts you need concrete evidence. So provide the evidence of me deliberately and intentionally asking for bonuses so that I knowingly was in breach of your Terms and Conditions, and also provide the evidence of my irregular gameplay.

Evidence ends cases, you have none to support your alleged breach of Terms involving me.

Have a nice weekend.

What's the bet Betpat casino are going to come back and say that they don't have to provide evidence. That is going to be their argument. Kangaroo courts come to mind and we all know what type of people operate these courts. So Betpat, solid, concrete, bulletproof evidence please. Without this you are just rambling nonsense. You brought these offences against me, so the onus is on you to find me guilty. And again, have a nice weekend.

Also, by not being able to provide the evidence I requested, proves you knowingly and falsely accused me of something you cannot prove. It will also let anyone reading this know that Betpat is a casino that will try anything to avoid having to payout to players. That is not hearsay, that is fact because you did it to me, confiscated my withdrawal without any evidence of the alleged offence.

It is beyond doubt with the percentage of bonuses taken as previously mentioned in previous messages.

24 Deposits with 23 bonuses taken + 3 store + 5 loyalty awards + 2 x free spins on promo + 3 manually added spins, this is well in excess of our 50% ratio in our terms and conditions.

You have been stopped by a term recognised by Casino Guro.

"On the one hand a good casino manager may notice from your betting style that you are a bonus hunter."

You are a bonus hunter !

I believe that you are aware yourself that nearly every deposit you took a bonus, we are not 51,60,70% You are fully aware.

How do you expect me to have that information when you didn't know yourself as you kept offering me bonuses. Explain.

To be honest, you are just making fools of yourselves with your pathetic excuses and what's really funny is that everyone can see and read how pathetic you are, all for the sake of a small amount of money. Sad.

Betpat is gone all quite now. Another challenge for them. Could they please define the word "Hunter". They seem to like using it. I think they will be quite surprised when they find out the proper definition and realise it cannot be attached to me as I have never went looking for a bonus, nor have I ever asked them for anything, apart for the answer to a extremely simple question that they were unable to answer. So them no knowing what "Hunter" actually means doesn't surprise me as from my experience dealing with them they would struggle to achieve an IQ in double figures.

And yes Betpat you are right, these little chats have been enjoyable. It has been really enjoyable posting the negative issues about your casino on a public review site. It won't damage or affect my reputation in the slightest, but it may give potential players a negative impression of Betpat. I know that it is highly unlikely that you are going to refund my winnings because that's not how you operate, and to be honest, I don't really care, it was only €500. And don't forget to send the evidence I asked for, and to answer the questions also.

I look forward to your reply. You have yourself a nice day now.

Hi Ricky

Please read the Casino Casino Guru fair gambling codex.

According to casino guru recommendations to battle bonus abusers

by implementing the ratio rule on our terms and conditions.

As stated in 9. Bonus hunting (bonus abusing)

https://casino.guru/fair-gambling-codex-for-casinos#bonus-hunting

Our recommendations for casinos

To battle bonus abusers, we recommend implementing additional rules in Bonus T&Cs to limit the ability to abuse casino bonuses. This makes bonuses unexploitable, meaning that the casino doesn't have to worry about bonus abusers.

9. Bonus hunting (bonus abusing)

Our position

If a player uses their own personal information to create a casino account, doesn't have duplicate accounts and follows all of the rules in the T&Cs, they should be able to use a casino bonus that has been given to them in any way they want.

They player has not followed all the rules in the T&C's

12. Enforcing rules

Our position and recommendations for casinos

If the casino decides to punish a player for doing something wrong, the least it can do is to let the player know how they specifically broker the rules and which rules were broken. The casino should at least include this information in the message informing the player about the issue:

Which rules they specifically broke (don't just quote the entire T&Cs)

When and how the player has broken the rules

How the player will be penalized, and whether there is something they can do

This has been carried out in full open communication with the customer, which means we have been fair and transparent over this claim, in accordance with our own policies and Casino Guru.

Again more nonsense, jibber jabber, worthless foam from the mouth from Betpat. I followed all of the rules and did not intentionally break any rule. It is not my fault that the management at Betpat haven't the compendence or the courtesy to inform a player that they are in breach of the Terms in advance of it getting to a serious breach. You are great at quoting your Terms, but provide nothing to back your accusation up, i.e, where is your evidence that I knew I was in violation of your Terms prior to requesting my last withdrawal that you subsequently confiscated. Evidence, evidence, evidence please. Because you are so adamant that I was aware, the you must have evidence, so provide it please. Otherwise, is all you are doing is making fools of yourselves, and nobody will be laughing with you, just laughing at you. So provide the evidence that I deliberately and intentionally set out to break your Terms and Conditions relating to the bonus rules. Also you mentioned duplicate accounts, again I ask you for evidence of this. What you are accusing me of by calling me a bonus abuser or bonus hunter as you call it, in the real world would be considered defamation of character, which I'm sure you know is a very serious offence. And never have I questioned or complained about your Terms and Conditions, so I don't know where you are getting that I had a problem with them. I don't agree with how you confiscated my withdrawal without any prior warning, you were well able to send me bonus offers by email and text, it would have been just as easy to send me an email when, lets say my ratio was at 55% informing me that my ratio was getting too high and to remedy the situation. A simple two line email would have been sufficient, but you didn't do that, either due to incompetence or just couldn't be bothered, only Betpat management know the answer to that.

Have a nice day.

Provide the evidence please, there is enough people laughing at you at this stage.

Dear BetPat Casino team,

"I’d like to make it clear that we are aware that the actions were in accordance with the casino’s Terms and Conditions."

Please note that the ‘actions’ in the sentence refer to the casino’s actions against the player, which, in fact, were in accordance with (not in breach of) the Terms and Conditions.

I’d like to point out that no one is denying that ricky76 breached a rule that is present in the Bonus Terms. The problem here is that he was able to breach the rule. In addition, by sending additional bonus offers to ricky76, not only was he allowed to breach the rule, he was even enticed to do it. To put it as simply as possible - if there was a suspicion that ricky76 was a bonus abuser, his eligibility to receive bonuses should have been rescinded.

The complaint you referred to is from a player who did not notice that the bonus they had taken came with a maximum cashout, and therefore, not all his winnings from a bonus could be withdrawn. No rules were breached. I’m sorry but comparing that situation to this one and your accusation that my colleague's opinion and my opinion contradict each other does not make sense.

To sum up our position, we believe that creating a safe environment for players should be one of the priorities of great online casinos. A part of this safe environment is that restrictions should be implemented on the casino’s side so there's no chance for players to break it by accident. It’s not hard to implement a feature that would detect a player’s current deposits : bonuses ratio and set their eligibility to receive bonuses accordingly. Inability to implement such a feature on the casino’s side should not be a player’s concern.

Could you please let us know if your decision in this case is final?

We also believe that a safe environment for players should exist.

We all agree the customer broke the terms and conditions.

However your own guidelines state that the way to solve this bonus abuse is a condition that we have fulfilled in full.

According to casino guru recommendations to battle bonus abusers

by implementing the ratio rule on our terms and conditions.

As stated in 9. Bonus hunting (bonus abusing)

https://casino.guru/fair-gambling-codex-for-casinos#bonus-hunting

Our recommendations for casinos

To battle bonus abusers, we recommend implementing additional rules in Bonus T&Cs to limit the ability to abuse casino bonuses. This makes bonuses unexploitable, meaning that the casino doesn't have to worry about bonus abusers.

9. Bonus hunting (bonus abusing)

Our position

If a player uses their own personal information to create a casino account, doesn't have duplicate accounts and follows all of the rules in the T&Cs, they should be able to use a casino bonus that has been given to them in any way they want.

They player has not followed all the rules in the T&C's

12. Enforcing rules

Our position and recommendations for casinos

If the casino decides to punish a player for doing something wrong, the least it can do is to let the player know how they specifically broker the rules and which rules were broken. The casino should at least include this information in the message informing the player about the issue:

Which rules they specifically broke (don't just quote the entire T&Cs)

When and how the player has broken the rules

How the player will be penalized, and whether there is something they can do

This has been carried out in full open communication with the customer, which means we have been fair and transparent over this claim, in accordance with our own policies and Casino Guru.

Dear Betpat Casino nobody is disputing or complaining about your Terms and Conditions or disputing the fact that you did inform me about my ratio. The problem is the timing of the information from you regarding my bonus ratio. I completely 100% agree with your Terms and Conditions so there is no need to keep quoting them. They are no different to any other casino. But I should have been informed about my ratio much sooner. That is the issue. Also, it would be interesting to know, had I not requested a withdrawal at that time, would you still be sending me bonus offers, I say yes you would. That is the point both myself and Casino Guru is trying to make. You allow players, through no fault of their own, to drive their bonus ratios sky high so when they request a withdrawal you can confiscate the money. This is what I find very unfair, and not in keeping with a fair and honest Code of Practice between two parties, in this case, myself (ricky76) and Betpat Casino.

According to casino guru recommendations to battle bonus abusers

by implementing the ratio rule on our terms and conditions.

As stated in 9. Bonus hunting (bonus abusing)

https://casino.guru/fair-gambling-codex-for-casinos#bonus-hunting

Our recommendations for casinos

To battle bonus abusers, we recommend implementing additional rules in Bonus T&Cs to limit the ability to abuse casino bonuses. This makes bonuses unexploitable, meaning that the casino doesn't have to worry about bonus abusers.

9. Bonus hunting (bonus abusing)

Our position

If a player uses their own personal information to create a casino account, doesn't have duplicate accounts and follows all of the rules in the T&Cs, they should be able to use a casino bonus that has been given to them in any way they want.

They player has not followed all the rules in the T&C's

12. Enforcing rules

Our position and recommendations for casinos

If the casino decides to punish a player for doing something wrong, the least it can do is to let the player know how they specifically broker the rules and which rules were broken. The casino should at least include this information in the message informing the player about the issue:

Which rules they specifically broke (don't just quote the entire T&Cs)

When and how the player has broken the rules

How the player will be penalized, and whether there is something they can do

This has been carried out in full open communication with the customer, which means we have been fair and transparent over this claim, in accordance with our own policies and Casino Guru.

Oh my god, what is wrong with you people. I 100% agree that you should punish bonus abusers, but you have to let them know that they are abusing your Terms and Conditions relating to bonuses before you take action. I DID NOT KNOW I WAS ABUSING YOUR TERMS AND CONDITIONS. WHAT PART OF THAT DO YOU NOT UNDERSTAND? In fact, if you want my honest opinion on breaking Terms and Conditions in casinos or anywhere else, my opinion is that it is completely pointless and I have no interest whatsoever in trying to cheat at casinos because you will always be found out, so it is completely nonsensical to even try. That is my position on cheating. I don't intentionally cheat. The questions I would like you to answer are:1)Why didn't you warn me before taking action? 2)Why didn't you give me the chance to remedy the situation and prove to you that I am an honest and genuinely fair player before taking action? Can you answer these questions please? I was unaware of my ratio because you don't have any system in place to let players know, nor do you contact the players to inform them that they need to reduce their ratio. Could you answer the questions I have asked and show some level of intelligence if that is possible for you to do.

If you had read the terms and conditions, you will have been aware of this ratio.

What rate do you think you were on, when nearly every deposit you took, you took a bonus.

We are not around the 50% mark, so it is blatantly clear your intentions here, and now to talk your way out of it.

Our system does not allow us to only market customers under the 50%

This is why these are in the terms and conditions, which is also the advice of Casino Guru.

As stated in 9. Bonus hunting (bonus abusing)

https://casino.guru/fair-gambling-codex-for-casinos#bonus-hunting

Our recommendations for casinos

To battle bonus abusers, we recommend implementing additional rules in Bonus T&Cs to limit the ability to abuse casino bonuses. This makes bonuses unexploitable, meaning that the casino doesn't have to worry about bonus abusers.

You were provided with a remedy, with your deposit being refunded, if you kept playing with-ought taking a bonus, your ratio would go down.

Dear BetPat Casino team,

Yes, we do recommend casinos to battle bonus hunters and abusers, however, your policy on the maximum allowed deposits : bonuses ratio is an example of how it should not be done. We don’t see anything wrong with a recreational player (non-abuser) taking a bonus when it’s being offered to them. That is why we wouldn’t consider this a clear sign of bonus hunting and why we believe restrictions like this should be enforced by software.

Please note that our decision in this case is final. In case ricky76 does not receive a refund of his winnings, the complaint will be closed as unresolved with the ‘Against fair gambling codex’ classification.

Dear ricky76,

As the casino representative informed us you were refunded your deposit, could you please let us know what the actual disputed amount is?

Can you provide evidence that proves I knew my ratio was too high. And no, I was not provided with a remedy, nor was any deposit I made refunded to me.

Another question you could answer for me. My account is still open, so lets say I deposit €50 today without a bonus and get lucky and win. I get my balance up to €400 for example. I then request a withdrawal, would you allow that withdrawal to be processed? My ratio would still be to high even after the no bonus deposit. So would I get my winnings?

You can't provide any evidence that I knew my ratio was too high, nor can you show that I deliberately and intentionally voiliated the Terms and Conditions. You have nothing to back your accusation against me.

However since you admit the terms and conditions weren't followed by yourself, we would like to come to an amicable compromise, acceptable too close to this case as a sign of fairness from BetPat.

We will meet in the middle at €250, which can be used on your account to play, or withdrawn at your request to the same deposit method used.

We also highlight that you are in excess of this deposit ratio, and you are currently unable to take any bonuses until this bonus ratio reduces below 50%.

We will put a recommendation in to the platform provider, to make bonuses not available in the event of a ratio being enforced, this may take some time, but we agree it is a good idea.

We would also urge you to be compliant of casino's terms and conditions, and understand that we take this as no fault on our self, but in the act of fairness to come to a compromise.

If you reply I agree, we will action this today.

If you later want to submit a withdrawal for this amount, I personally organise a bank transfer for this and I will make sure this is approved for you.

Yes I am quite happy to agree to your compromise and put an end to this situation.

Thank you.

Im happy that you are too.

This balance is now on your account.

I have requested a withdrawal. Can you get it processed please.

Thank you.

yes, will go in the afternoon for sure.

Thank you, BetPat Casino team, for your cooperation.

Dear ricky76,

I’d like to kindly ask you to let us know once you have received the payment of €250.

Yes, I have received the €250. Thank you Casino Guru for helping me with this issue and for bringing it to an end.

Thank you, ricky76, for confirming. I’m glad we could help.

Thank you for using the Casino Guru complaint resolution center. Since a mutual agreement between the involved parties was reached, we will now mark the complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru