Hello!
Thank you for contacting us.
We have thoroughly reviewed your situation, conducted an additional audit of the gaming activity on your account, and are ready to provide an explanation regarding the decision made.
1. Account Audit Results
During the investigation conducted by the BetOnGame Security Department, signs of violations of the platform's terms and conditions were identified, specifically related to coordinated gaming activity and the use of interconnected gaming accounts.
We have taken into account your explanation regarding potential access to the account by your acquaintances. However, we would like to emphasize that the decision was made based on the totality of the identified circumstances, and not solely on the fact of using a single device or connection.
2. Deposit and Gaming Activity Data
According to the available records:
Amount of the latest deposit: 16,000 NPR
Total volume of placed bets: 17,730 NPR
Turnover relative to the deposit amount: 110.81%
Thus, the total volume of placed bets exceeded the initial deposit amount by 1,730 NPR, and the 100% deposit turnover requirement was fulfilled.
However, please note that fulfilling the gaming turnover requirements does not exempt the user from the obligation to comply with the remaining rules of the platform, nor does it guarantee the ability to withdraw funds if violations are detected.
3. Why Exactly 2,460 NPR Is Approved for Withdrawal
At BetOnGame, each case of alleged violation of the rules—especially those involving suspicious or coordinated gaming activity—is reviewed on an individual basis.
Depending on the nature and circumstances of the identified violations, and within the scope of authority provided by the platform’s rules, various measures may be applied, including:
Cancellation of winnings obtained as a result of violations, with the potential refund of original deposit funds;
Partial restriction of the balance available for withdrawal;
Complete restriction of payouts where appropriate grounds provided by the platform’s rules exist;
Individual review and calculation of the amount available for withdrawal using specialized calculation methodologies that account for financial transaction history, the nature of gaming activity, audit results, and the specific circumstances of the case.
Please note that these measures are not applied automatically or uniformly to all users.
Each case is evaluated by authorized security specialists, taking into account the audit results, the nature of the detected activity, and the specific account circumstances.
This is why the amount approved for withdrawal does not necessarily correspond to the initial deposit, total betting turnover, or a fixed percentage of the balance.
Based on the individual review of your case, the BetOnGame Security Department has approved an amount of 2,460 NPR available for withdrawal.
This specified amount was determined as part of an individual decision regarding your account and is not the result of a universal formula applied to all users.
Confidentiality of Internal Procedures and Calculations
We draw your attention to the confidentiality of our internal audit procedures and calculation methods.
Internal anti-fraud monitoring algorithms, gaming activity evaluation criteria, breach detection methods, and specialized calculation methodologies constitute confidential information of BetOnGame.
This data is protected under the company's internal information security policies and, where applicable, non-disclosure agreements (NDAs).
Accordingly, detailed audit algorithms, internal coefficients, risk assessment criteria, and the application procedure of specialized calculation methodologies are not subject to public disclosure, except in cases provided for by applicable law.
These restrictions are necessary to protect the platform's security mechanisms, prevent attempts to bypass the anti-fraud system, and ensure fair gaming conditions for all users.
At the same time, the confidentiality of internal verification methods does not preclude providing users with explanations regarding decisions made on their accounts within the scope provided by the platform’s rules and applicable legislation.
