BetFlag Casino - El jugador reclama que el bono le ha sido otorgado incorrectamente.

Hello, I hope you can help me with the scam I have fallen victim to involving Betflag.

I participated in a competition on Capecod slots from November 1 to 7, where the top 5 players were awarded a real bonus (to be played 1x), while the others received a play bonus (to be played 35x). The issue is that when the tournament ended, my position was 5th, so I am owed a real bonus of €750. To my surprise, I discovered that Betflag awarded me a play bonus of €500, considering me to have finished in 6th place. I emailed Betflag support, and they replied by simply stating, "We confirm that your position is 6," without any further explanation or showing me any leaderboard. I have attached a screenshot of the final leaderboard, where my position and the bonus I should have received are highlighted in blue. Thank you in advance for your assistance.

Salve, spero possiate aiutarmi per la truffa di cui sono vittima con Betflag.

Ho partecipato ad un concorso sulle slot Capecod valevole dal 1 al 7 novembre e per il viale i primi 5 classificati venivano premiati con un real bonus ( da giocare 1x)mentre i restanti con un play bonus ( da giocare 35x). La questione che a torneo terminato la mia posizione è stata 5, per tanto mi corrisponde un real bonus di 750€. Per mia sorpresa vedo che Betflag mi ha assegnato un play bonus di 500€ considerandomi come classificato in posizione 6. Ho inviato una mail all' assistenza di Betflag e mi hanno risposto letteralmente che " ti confermiamo che la tua posizione è 6" senza nessun altro tipo di spiegazione me mostrandomi nessuna classifica. Vi allego lo screenshot della classifica finale nella quale è evidenziata in azzurro la mia posizione ed il bonus che mi sarebbe dovuto corrispondere. Grazie in anticipo per il vostro aiuto.

Dear Supermarco1,

Could you please send me a link to the tournament you participated in? If the casino has published the leaderboard already, could you also send me the link to it? This will help us review the details accurately.

Additionally, could you specify when exactly you took the screenshot showing that you were in 5th place?

Lastly, was this a free tournament, or did you have to pay an entry fee?

Thank you for your cooperation. I look forward to helping resolve this matter as soon as possible.

Best regards,

Veronika

Casino.Guru Team

Hello Veronika,

I'll answer you point by point:

Link: info.betflag.it/promo

The casino did not publish the ranking, in my various emails of protest I asked them to show me the ranking but they did not respond other than "we confirm your 6th position"

I took the screenshot at 00:01, just after the tournament ended, in fact at the top you can read "tournament ended"

Afterwards, the casino removed the ranking.

I also have other previous screenshots where you can see that the leaderboard is continuously updated and in live mode.

Free tournament, every €1 played awarded 100 points. This is very interesting given that, as you can see in the final screenshot, the player behind me (position 6) was over 1,500,000 points away, which equates to bets of over €15,000. In other words, it was impossible for him to overtake me in a few minutes.

Ciao Veronika,

Ti rispondo punto per punto:

Link: info.betflag.it/promo

Il casinò non ha pubblicato la classifica, nelle mie varie mail di protesta chiedevo mi mostrassero la classifica ma non rispondevano altro che" ti confermiamo la tua 6 posizione"

Lo screenshot l' ho fatto alle 00:01, appena terminato il torneo, di fatto in alto puoi leggere "torneo terminato"

Dopo, il casinò ha tolto la classifica.

Ho anche altri screenshot precedenti nei quali si vede che la classifica si aggiorna continuamente ed in modalità live.

Torneo gratuito, ogni 1€ giocato assegnava 100 punti. Questo dato è molto interessante dato che, come si vede nello screenshot finale, il giocatore alle mia spalle (posizione 6) era ad oltre 1.500.000 punti di distanza, il che equivale a puntate per oltre 15.000€. In altre parole, impossibile che mi superasse in pochi minuti.

Thank you very much, Supermarco1, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Supermarco1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetFlag Casino for their help in resolving this complaint. We would like to ask if you could provide any evidence of the 6th place the player supposedly ended at.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Dirección General de Juegos y Sorteos Mexico (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter