The player from Switzerland had found his account at Bahigo Casino deactivated and only a fraction of his winnings were paid out. The casino claimed that he had another account under his name, which he denied. The casino was also not answering his requests. The player stated that he had only one account and that the casino had not provided any evidence of multiple accounts. The Complaints Team had engaged with the casino, which cited data protection and refused to disclose further information publicly. The player was given two options: to provide a power of attorney to the Complaints Team or to file a formal complaint with the casino's licensing authority. The player chose to give power of attorney, but failed to respond further, leading to the rejection of the complaint.
Bahigo Casino - Player’s winnings have been confiscated.
Amount: 20,300 CHF
Bahigo Casino
Safety Index:Above averagePlayer stopped responding
REJECTED
Case summary
Good day,
I deposited 150 CHF and received a 150 CHF bonus. I managed to raise my account balance to 50,000 CHF, then I played down to 20,000 CHF. Meanwhile, I managed to verify my account. Everything was okay until the 12th day when I was waiting for my withdrawal. They claimed that I have another account, which is not true. I have only one account at Bahigo under my name. They deactivated my account and only paid out 375 CHF, despite the fact that I had only deposited 150 CHF. They justified this with the reason that I have another account under my name with the nickname ASI17, which is not truthful.
Since that day, they have not been answering the phone or replying to my queries.
Hello Mirsy19,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bahigo Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? When was the last time you spoke to the casino and what was it about? Did the casino provide any evidence of account multiplicity?
Looking forward to your answer.
Regards,
Nick
Good morning
My account was verified around October 27th/28th and from October 30th I was able to press payout and it was only being processed for 12 days after which it was deactivated.
The one from the casino name (Pepe) spoke to me on the phone and congratulated me on the win. That was on October 27th. She explained to me how to proceed and then the amount would be paid out. After that, I called her again and she wanted to get in touch with me let me know. From that day on she didn't contact me anymore, only support and support via email couldn't help me, they just said I had an other account and that wasn't true. After 14-16 days of verification they deactivated my account.
They didn't submit to me they just told me I have another account Nickname: A****
But that's not true. I told them to prove it to me. According to Bahigo support, it's not allowed because it's data protection
Hello Mirsy19,
Do you or anybody else ever play in this casino before and that could the casino consider as multiple accounts?
Good evening
My friend used to play on this platform. I opened an account on this platform for the first time and played and won. It is not possible for me to have any other accounts. This is my only account
Hello Mirsy19,
Did you ever player on this platform with your friend within a same household or from same device? Also please if possible, forward the communication between you and the casino to nikolas.b@casino.guru.
Good evening
Yes, I did, I played like my friend who told me a few games or numbers like roulette or something like that, but I alone had access to play from my account. I played from my cell phone and PC. My friend was nearby
greeting
Hello Mirsy19,
We will definitely require more information from the casino as we believe that if you and your friend only had similar IP, they should not have block your account. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello Mirsy19,
I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite Bahigo Casino to join the conversation.
Dear Bahigo Casino,
Can you please provide more information on why you believe the player has multiple accounts? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru
Good day
I would like to thank you for your help.
yes, they should prove that I have several accounts
I hope for an answer as soon as possible
greeting
Dear Mirsy19 and Nick,
We appreciate you contacting us regarding this issue.
As a regulated gambling operator, we adhere to stringent regulatory standards concerning the privacy of player information. Consequently, details related to a player's gaming activities and personal data are strictly shared only with regulatory bodies, the customer themselves, or company-appointed alternative dispute resolution entities.
Since this complaint has been escalated with the Gambling Compliance we are not in position to discuss it publicly due to data protection, but rest assured that we remain committed in resolving disputes and issues with our customers.
Given this, we are unable to provide any additional information on this subject.
Warm regards,
Bahigo
Dear Mirsy19,
I'm in communication with the casino team. I acknowledge that, due to the reasons mentioned earlier, not all the necessary information to clarify the situation can be disclosed to us at the moment. There is a possibility that we might require a power of attorney from you to advocate on your behalf, although it is not necessary at this point. I will provide further updates on this matter later.
Thank you, I would be happy to give you a power of attorney. Casiko Bahigo still told me that the account belonged to me and they didn't give me any information, so I'm ready to give you my power of attorney
Dear Mirsy19,
As previously stated, I am in contact with the casino team. However, given the festive season, it is challenging as the relevant individuals assisting with your complaint are currently on holiday. I appreciate your understanding and patience in this matter. My expectation is that we will make progress after the new year. While I acknowledge that this is not an ideal situation, the current circumstances unfortunately limit our options. To accommodate the delay, I will extend the timer by an additional 7 days. Thank you for your understanding.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Mirsy19 and Michal,
Thank you for your continued dialogue and for sharing your concerns. We respect the role that Casino Guru plays in the online gaming community, and we understand the importance of transparency and fairness in the resolution of disputes.
However, we must reiterate our position regarding the sharing of sensitive customer information. While we acknowledge that users may agree to the Terms and Conditions of your forum, which include provisions for sharing information, such agreements do not supersede the legal obligations and standards that we must adhere to as a regulated gambling operator.
Acceptance of terms on a third-party platform does not constitute a legally binding authorization that allows us to disclose sensitive customer information. Such authorization must be formal, typically provided by an authorized solicitor or notary, and directly related to the party's interest it seeks to represent.
In light of this, we must maintain our stance of non-disclosure on sensitive matters without formal and lawful authorization. This ensures the protection of our customers' privacy and aligns with our regulatory obligations.
We value our relationship with your forum and are committed to working within the legal framework to assist in any way that does not compromise our standards or the privacy of our players.
Best regards,
Bahigo
Dear Bahigo Casino team,
Thank you for your response.
Dear Mirsy19,
Currently, there are two choices available. The first option is to furnish us with a power of attorney (I will send you the form via email) signed by an authorized solicitor or notary if you wish for us to act on your behalf. Please be aware that the authorization service by a notary or a solicitor often incurs additional costs, as it is typically not provided for free. The second option is to file a formal complaint with Bahigo Casino's licensing authority, which is the Isle of Man (IOMGSC), and their Gambling Supervision Commission (GSC). The complaint form can be accessed at https://forms.gov.im/default.aspx/RenderForm/?F.Name=m3SFmhRUeTq&HideToolbar=1. This service is expected to be free of charge. The casino team is obligated to furnish all relevant information to the licensing authority, thereby enabling them to better assist you. If you opt for the second option, we will temporarily close the complaint as "waiting for the regulator," and when the regulator rules on your case, we will close the complaint accordingly.
Please let me know which option is more suitable for you.
Hello, I would give you the power of attorney, how can we proceed?
Dear Mirsy19,
I have sent you an email with the power of attorney form and brief instructions. Once you have all the documents, please send them to me so that we can move on with your case.
