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Have won about 17000EUR, when I went out of the game, the money was gone and only with what started on my account.

Am again in the game and then there were only 11000EUR there.

Answer: You could not find a profit.

I even took screenshots and sent them but I do not accept them.

Well, you should say that, smells like scammers.

And no did not play in fun mode, 2000, -Euro away and then the profit is not even paid out.

Habe ca. 17000EUR Gewonnen, als ich aus dem Spiel ging war das Geld weg und nur das womit angefangen habe auf meinem Konto. 

Bin nochmal ins Spiel und dann waren nur 11000EUR da. 

Antwort: Sie konnten keinen Gewinn finden. 

Habe sogar Screenshots gemacht und mitgeschickt aber wird nicht Akzeptiert. 

Naja wat soll man dazu sagen, riecht nach Betrüger. 

Und nein hab nicht im Spassmodus gespielt, 2000,-Euro weg und dann wird der Gewinn nicht mal ausbezahlt. 

Dear Manfred,

I’m very sorry for any inconveniences that you’re experiencing with your casino balance. I would like to ask you few questions to make sure that I fully understand this matter. Did you try to communicate this issue with the casino, and did they give you any reason for cancelling your winnings? It would be very helpful if you could send me a screenshot of your account history where 17000 EUR is visible and to confirm that you didn’t play with a bonus while accumulating your winnings. Also, it would be helpful for me to know how much your account balance was when you started the session. Thank you very much in advance for your reply and please let me know if there is anything else I could do for you. 

Best regards,

Petronela

Yes I tried to clarify with Bahigo but only the answer there is no bookings from the game.

Account balance was about 500EUR when I started, so exactly when I left the game.

Ja habe es Versucht mit Bahigo zu klären aber kommt nur die Antwort es gäbe keine Buchungen vom Spiel. 

Kontostand waren ca. 500EUR als ich startete, also genau der als ich das Spiel verlassen habe. 

Dear Manfred,

Thank you very much for your reply. It’s unfortunate that you couldn’t get your account history with a clear picture of 17000 EUR. I’m very sorry, but could you explain me once again, how much is the amount that you wish to claim? Is it 6000 EUR (17000 – 11000) or the whole amount of 17000 EUR? I just want to make sure that I understood the whole situation correctly. Have you withdrawn any money or not yet? Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Petronela

Actually I want to claim the won 17. 000EUR but I only have the proof for the 11.000 EUR.

But I demand the 17.000EUR.

No have not withdrawn any money.

Thanks and kind regards

Manfred

Sehr geehrte Petronela

Eigentlich will ich die gewonnen 17. 000EUR einfordern jedoch habe ich nur den Beweis für die 11.000 EUR. 

Aber fordern tu ich die 17.000EUR. 

Nein habe noch kein Geld abgehoben. 

Danke und freundlichen Gruss

Manfred

Dear Manfred,

Thank you very much for your reply. I contacted the casino and I will inform you about any outcome or update. Unfortunately, I have to say, it will be difficult to settle this case down without an unshakable evidence. Hopefully I will be able to help you as soon as possible.

Best regards,

Petronela

We would like to ask the Bahigo 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’.

Dear Petronela,

We have already checked 3 times with our Provider for this customer and we explained to him that from our Logs we cannot see neither winnings of €17K and not even €11K as a balance. The maximum balance he had in his Casino was €500 and we strongly believe the screenshots are from Play Money since we did not come across any transactions with those amounts and neither did our Casino Provider. We never had such cases so therefore this is not classified as a Technical issue and since we could not find the mentioned amounts in our logs we surely cannot just add the funds on the customer's account. We hope this helps.

We would like to ask the player to reply to this complaint. We are extending the timer by 7 days. If there are any additional proofs, as screenshots or player’s history log, that is in possession of the player, please do not hesitate to forward them to us. If the player fails to respond in the set time frame, we will close the complaint as ‘rejected’.

Best regards,

Petronela

Yes, you should say that.

I do not have real money on my account to then play with "play money".

If the program has switched by itself, but it is also interesting that one makes with "play money" so fat profits and with real money the whole time is so exempt, if you look at the bookings on my account.

And why in the window then not a symbol or lettering appears that you play with "play money", then it is actually planned or intentional, that you can always rausreden "yes no you have played with play money", we have none here Booking.

Since I have now made a screenshot where you zbsp. the 11,000 euros in the game sees what is worth nothing then.

For me it's just scam, I have not changed anything and now I have to fight to get my profit.

But since all the time the excuse comes, there are no bookings, I will probably never see the money.

Already with the first disbursement I had only problems and now that.

Now I have another online casino, because I find it just a joke, you play all the time and load your account but as soon as you win it means "you have played with play money"

Ja wat soll man dazu noch sagen.

Ich hab doch nicht Echtgeld auf meinem Konto um dann mit "Spielgeld" zu Spielen.

Wenn hat das Programm von selber umgeschaltet, ist aber auch interessant das man mit "Spielgeld" auf einmal so Fetten Gewinn macht und mit Echtgeld die ganze Zeit so ausgenommen wird, wenn man sich mal die Buchungen auf meinem Konto anguckt.

Und Warum wird in dem Fenster dann nicht ein Symbol oder Schriftzug eingeblendet das man mit "Spielgeld" Spielt, dann ist es ja eigentlich geplant oder Vorsätzlich, dass man sich jederzeit rausreden kann "ja nein Sie haben mit Spielgeld" gespielt, wir haben hier keine Buchung.

Da ich nun extra ein Screenshot gemacht habe wo man zbsp. die 11.000Euro in dem Spiel sieht, was ja dann nichts Wert ist. 

Für mich ist das einfach Betrug, ich habe nichts umgestellt und muss jetzt darum kämpfen das ich meinen Gewinn bekomme.

Aber da ja die ganze Zeit die Ausrede kommt, es sind keine Buchungen vorhanden werde ich das Geld wohl nie sehen.

Schon bei der ersten Auszahlung hatte ich nur Probleme und jetzt dass.

Habe jetzt auch ein anderes Online-Casino, weil ich das einfach eine Frechheit finde, man Spielt die ganze Zeit und lädt sein Konto auf aber sobald man Gewinnt heisst es "Sie haben mit Spielgeld gespielt" 

Dear Manfred,

I am very sorry for your troubles, but it is very hard for me to proceed with this complaint without any relevant proofs. If there was any solid evidence that would support this case it would be very helpful, but unfortunately, I will close this complaint now, as ‘rejected’ because of lack of evidence from the player. 

Best regards,

Petronela