BahseGel Casino - Igrač osporava rezultate takmičenja i zahteva ponovnu procenu poena.

Hello,

I should have been 1st in the 'Reward Road' contest special for December, but I was 7th. They insist that I collected 591 points. But I collected at least 672 points. I sent an e-mail to the site with all the evidence. I demand that my points be collected again. If they collect my points again, they will see that I am 1st and the winner of the grand prize of 5,000.00 TRY.

Best regards,

Akin C*****

Dear aknclgm,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issue you encountered regarding the 'Reward Road' contest results. In order to better understand your situation and assist you effectively, I have a few questions:

• Can you confirm if this was your first time participating in the 'Reward Road' contest?
• Could you provide more details on how you tracked your points? Were these points recorded on the casino site or somewhere else?
• Did the casino provide any further explanation regarding their count of 591 points?
• Have you received any communication or updates from the casino after submitting your evidence?
• Could you also clarify the disputed amount? When opening the complaint, you mentioned one figure, but in your latest reply, it differs.
• If possible, could you forward the Terms and Conditions related to this contest? This will help us understand the specific rules that may apply.

Your cooperation is crucial to the process, as we need the relevant information and any supporting evidence to move forward and help resolve your case. Without this input, we will be unable to proceed with resolving the issue.

If you have any relevant communication or documents that may help, feel free to forward them directly to my email at petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Dear Authorized,

This is my first time participating in the Reward Road competition. I have been playing regularly at the casino for the last years and this is the first time I have seen such a competition being organized.

The scores were updated daily and published on the casino website. I saved the leaderboard as a screenshot every day.

The casino gave no further explanation about the 591 points. They insist that I have 591 points. But they underestimated my score.

I have sent the evidence by email, but unfortunately I have not received any feedback from the casino at the moment.

According to the casino's calculation, I finished 7th in the competition and they added a prize of 25,000 TRY. But if the casino had added my points that were not added, I would have been 1st in the competition and would have the grand prize of 5,000,000 TRY. The difference is 4,975,000 TRY.

I am attaching a screenshot with the terms and conditions for this competition.

I am also attaching a screenshot of the latest leaderboard shared by the casino.

Even though I did the 21st and 22nd tasks, the points for those tasks were not added and that is why I did not place 1st. I request that the necessary calculations be made and my points be added.

Sincerely,

Akin C.

Hi aknclgm,

I’m sorry for the delayed response to your complaint.

Thank you for reaching out and providing detailed information regarding your concerns about the Reward Road competition.

To ensure we fully understand your situation and can provide the best support, could you please confirm the following details:

• It seems that your main concern is that the points from tasks 21 and 22, which should have brought you 20 and 50 points respectively, were not added to your total. These tasks were completed on December 31st—could you confirm this is correct?
• According to the casino, your final score was 591 points, placing you in 7th position, and you were rewarded 25,000 TRY. Is this accurate?
• Could you let us know how many points the leader of the competition had? This information will help us better understand the gap between your total and the winning score.

We appreciate you sharing the screenshots of the leaderboard and the terms and conditions.

Looking forward to your confirmation so we can proceed.

Hello Dear Complaint Team Leader,

First, I will answer the questions in order, and then I will provide additional information.

1) Yes. I completed tasks 21 and 22 on December 31st, but these tasks remain in incomplete status.

2) Yes. According to the casino, my final score was 591. But I definitely have more than 591 points. And the casino placed me in 7th place and rewarded me with 25,000 TRY.

3) According to the last scoreboard (according to the scoreboard on January 1, 2025) the leader of the competition, win***, had 564 points.

Additional Information;

When the contest ended (January 1, 2025), the 1st place winner (win***) had 664 points. However, the contestant named win*** is currently at 680 points. After January 1, 2025, I noticed something strange when I looked at the leaderboard on some days. I noticed that points were regularly added to the top 5 ranked contestants. During the contest period (December 1, 2024 - December 31, 2024), on some days the top 5 ranked contestants received equal amount of points. I thought this was normal because they might have done the same tasks, but now that the contest is closed there is no point in them earning points. The screenshots were taken on some days in January.

https://www.bahsegel1199.com/en/new-year-quest

I kindly ask you to check the leaderboard at this link. Take a look at the scores of the top 5 competitors. At the moment the score of the first 5 contestants is; 680, 653, 639, 629, 623.

But check the leaderboard again after 1-2 days. You will see that the points of the first 5 contestants increase equally.

Best Regards,

aknclgm

Thank you very much, aknclgm, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear aknclgm,

I’m Kubo, and I will be taking care of your complaint moving forward. If there have been any new updates regarding your case since the last information provided, please let me know.

Since BahseGel Casino has not registered their representative account on our platform yet, they are unable to respond directly in this thread.

Additionally, as this is the first complaint we've received regarding BahseGel Casino and there is no prior record of the casino’s cooperation in resolving similar issues, I cannot predict how or if they will respond at this time. However, please rest assured that I will do everything possible to contact the appropriate person at the casino and work towards a satisfactory resolution of your case. I’ve already reached out to their official support team via email to request assistance with your issue, and I am currently awaiting their response. I will keep you updated as soon as I hear back from them.

Thank you for your understanding and patience.

Best Regards,

Kubo

Dear Kubo,

The last update to my case is that, as I mentioned before, the top 5 competitors on the leaderboard continue to earn equal points on a daily basis.

You can see the leaderboard at this link.

https://www.bahsegel1202.com/en/new-year-quest

I am also attaching a screenshot.

Although the contest is closed, the first 5 contestants continue to earn the same points in a meaningless way.

You can review the leaderboard on a daily basis from the link above.

Also, the points for the missions I've done still haven't been added. I repeat that I should be the winner of this contest.

Best Regards,

aknclgm

Dear Kubo,

The casino locked my account today because of the complaint I wrote here.

They said they can open my account if I remove the complaint.

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 Kubo,

I also request the casino to open my account.

Best Regards,

aknclgm

Hi Kubo,

The 'Reward Road' competition is long over and it is now impossible to earn points. But as I mentioned before, in a meaningless way, the top 5 ranked competitors earn the same points on a daily basis. You can see the current leaderboard from the link.

https://www.bahsegel1192.com/en/new-year-quest

Dear aknclgm,

Based on the evidence you've provided, it seems highly plausible that the tournament was not only organized but also manipulated by the casino itself. There’s a strong possibility that the top three or even the top five positions were occupied by artificial accounts. As you suggested, I monitored the points, and despite the contest having officially ended, the scores for the top five accounts continue to rise.

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo