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BetPat Casino - Cheeky verification process and not executed withdrawal

UNRESOLVED

Complaint Info

Disputed casino

BetPat Casino

Amount

€ 2139.32

Posted on December 19, 2021

Hello askgamblers,

I deposited 500 euros via Skrill at betpat on 30 July 2021 and then exclusively placed sports bets. From this deposit, I generated an account balance of €2139.32, which I wanted to pay out to my Skrill account<removed email> on 14 October 2021. From that day on, BetPat's strange procedures began, which continue to this day. After the withdrawal request, they sent me an email asking me to send numerous documents (passport, address proof, selfie with passport) within 48 hours, otherwise my account would be blocked. On the same day, I sent the requested documents by e-mail. For the address proof, I sent BetPat a government-issued residence registration and a credit card statement from my Raiffeisen bank. I blacked out the payment transactions, as only the address is relevant, and saved the document again and sent it to BetPat.

I then received this e-mail from BetPat:

"Please confirm the document from:

Raiffeisen bank card services is genuine PDF and original format from the bank as proof of <removed address>."

So it was a problem for BetPat that I did not send them the original file but a blackened document. For this reason, I subsequently sent them the original document without blackened things. Ridiculously, they wrote "Our system has picked up irregularities with the documentation supplied. We are investigating this further, and will revert back when we have more information, after further checks. This is in line with our AML policy and international standards.” In addition, they suddenly blocked my BetPat account and I could no longer log in!

I told them I didn't understand, what is still their problem, as I had provided all the documentation needed. Furthermore, I asked them to carry out my withdrawal finally. After a few days I then received a new mail from BetPat with the subject "Shared AML Conclusion 419580509". They informed me that two "red flags" had appeared in my verification process and that my withdrawal could therefore not be carried out. One "red flag" was the aforementioned "problem" with the blacked out areas in my credit card statement, which is why it was not the original file for BetPat. As I said, I sent them the original credit card statement file a short time later. The second "red flag" also referred to the credit card statement and read as follows:

"(...) the document with the statement date is 20 September 2021. and the file name is the day before, 19 September 2021.

(...)

Please explain how this date can be the date before ?"

So the second problem for BetPat was that the original name of the bank's file in the document properties includes 19 September 2021, while the statement date directly on the credit card statement is 20 September 2021. I wonder what I can do about this, as it was not me who wrote this date as it was an original file. By the way, this is the case on every of my monthly statements from my Raiffeisen bank. I explained it to BetPat by e-mail:

"The reason why it says 19 September 2021 in the title of the document here is because the accounting period was from 20 August 2021 to 19 September 2021. Thus, 19 September 2021 was the last day of the accounting period and Raiffeisen Bank puts this date in the file name of the document. I always receive the statement by e-mail from Raiffeisen Bank on the next day after the completed settlement month. This day is the statement date and therefore 20 September 2021 = one day after the end of the accounting period.

(...)

Once again: The file name and the date in the file name are assigned by the author of the document, Raiffeisen CardService, and not by me."

I was thus able to completely clear up all the strange misunderstandings. BetPat then informed me: "Thank you for your response. This will be considered in our analysis of this case, and we will revert back to you." After several days of not hearing anything from BetPat, I wrote another email and asked when my withdrawal would finally be made. However, I only received the following reply: "We are still analysing this case, and hope to have an answer for you soon.” After another two weeks where nothing happened, I wrote to BetPat again on 7 November 2021 and threatened them that I would publish their cheeky procedures if I did not receive my money soon.

The answer I received was the following:

“We are analyzing the additional information you sent, and as mentioned previously we will revert back to you with our findings.

As you can imagine this case is out of the scope of ordinary AML checks due to the variation on this "statement date & meta information having a questionable date in the metatag of the adobe document, and confirmed knowledge that you can edit adobe documents, previously supplied" This documentation that you produced when requested, is taking extra time for further checks, to come to a conclusion that is in line with our AML and international policies, Please note the continual threats of demand will not bring resolution faster will not make our findings or timing faster in your favour, please note we want to close this matter off as much as you do.”

Since this mail from BetPat on 7 November 2021, I have heard nothing more from them and I have also still not received my money. My BetPat account is also still blocked. Since I still haven't received my Skrill withdrawal after more than two months, I decided to contact askgamblers. I am an honest player and have done nothing wrong and have cleared up all misunderstandings (which were actually only created by BetPat). I ask you to help me in this matter. I hope to receive my Skrill withdrawal of €2139.32 as soon as possible.

Here are two screenshots from my BetPat account I made shortly before they blocked my account. You can see me payment transactions as well as my account information.

Thank you very much and best regards

<removed sensitive data>

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