Bahigo Casino - Pelaajan voitot on takavarikoitu.

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.

guten tag

ich habe 150chf. Einbezahlt habe noch 150chf. Bonus erhalten bin auf 50000.- hoch gekommen danach runter hespielt auf 20000.- und mein konto verifiziert in diese zwit. Alles hat geklappt nach 12 tage wo ich auf der auszahlung am warten war. Haben die mir behauptet ich habe einen anderen konto wo das nicht der fall ist ich habe nur ein konto bei bahigo über mein namen die haben mir mein konto deaktiviert und nur 375.- ausbezahlt obwohl ich nur 150.- einbezahlt habe mit der begründung ich habe einen anderen konto über mein namen mit nickname ASI17 wo nicht stimmt.

und seit diesem tag gehen die nicht ans telefon und auch kein antwort

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

Guten morgen

mein konto wurde etwa am 27/28.oktober verifiziert.und von 30.oktober konnte ich auszahlung drücken und es war 12tage nur in bearbeitung danach kammt die deaktivierung.

die von der casino name (pepe) hat mit mir telefoniert und hat mir gratuliert für den gewinn das war am 27.10 sie hat mir alle erklärt wie weitter und danach wird der betrag ausbezahlt nach dem habe ich sie wieder angerufen und sie wollte sich melden und mir bescheid geben. Ab diesem tag hat sie sich nicht mehr gemeldet nur noch support und support per mail konnte mir nicht helfen die haben nur behauptet habe ein andete konto wo das nicht stimmt. nach 14-16tage nach der verifizierung haben die mir mein konto deaktiviert.

sie haben mir nicht vorgelegt sie haben mir nur gesagt ich habe ein andere konto Nickname: A****

das stimmt aber nicht ich hab denen gesagt sie sollen mir das beweissen laut bahigo support dürfen das nicht es ist datenschutz

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

Guten abend

ja das habe ich ich habe gespielt so wie mein freund der mir paar spiele oder wie roulett zahlen gesagt hat oder so aber alleine ich hatte den zugriff von mein konto aus zuspielen ich habe von handy und pc aus gespielt mein freund war in der nähe bei mir

gruss

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

Guten tag

ich bedanke mich bei ihnen für ihre hilfe.

ja die sollen es beweissen das ich mehrere konto habe

ich hoffe schnellst möglich auf eine antwort

gruss

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

And what next?

Und wie weitter jetzt?

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

Danke gerne gebe ich euch einen vollmacht. Casiko bahigo hat mir trotzdem das dass konto mir gehörte haben die mir keine auskünfte gegeben somit bin ich bereit euch meine vollmacht zugeben

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.

Thank you very much 👍

Danke ihnen viel mal 👍

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?

Guten tag herne würde ich ihnen den vollmacht übergeben wie können wir weitter mache ?

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.

Dear Mirsy19,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.