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Good morning,

I would like to ask for your intervention regarding Bassbet and request a refund of €1,191, corresponding to deposits I made after a previous request to close my account due to gambling problems.

On May 3, 2025, I clearly communicated to Bassbet:

"Due to gambling problems, I want my gaming account closed immediately and permanently."

Bassbet received the request and asked me to confirm my decision. I responded by confirming it.

Subsequently, Bassbet customer service explicitly informed me:

"We confirm that the account has been closed as per your request."

Therefore, Bassbet was fully aware of both my request for permanent closure and, above all, of the fact that this request was motivated by gambling problems.

Despite this, I was later allowed back into the game and was able to make new deposits.

I attach the original communications with Bassbet demonstrating the request for closure due to gambling addiction, my confirmation, and the subsequent confirmation from the casino that the account had been closed. I also attach documentation relating to subsequent transactions.

I find it particularly serious that, after being explicitly informed of my gambling problem and confirming the closure of my account, the casino subsequently allowed me to deposit and play again.

For this reason, I am requesting Casino Guru's assistance in having Bassbet examine the matter and refund the deposits made after the closure, totaling €1,191.

I am available to provide Casino Guru with my entire transaction history and any additional documentation needed to verify the requested amount.

Thank you for your input and assistance in resolving the complaint.

Buongiorno,

desidero chiedere il vostro intervento in merito a Bassbet e richiedere il rimborso di 1.191 €, corrispondenti ai depositi che ho effettuato dopo una precedente richiesta di chiusura del mio conto per problemi di gioco.

Il 3 maggio 2025 ho comunicato chiaramente a Bassbet:

"Per problemi di ludopatia voglio la chiusura immediata e permanente del mio conto gioco."

Bassbet ha ricevuto la richiesta e mi ha chiesto di confermare la mia decisione. Io ho risposto confermandola.

Successivamente, il servizio clienti Bassbet mi ha comunicato espressamente:

"Le confermiamo che l’account è stato chiuso come da sua richiesta."

Pertanto Bassbet era pienamente a conoscenza sia della mia richiesta di chiusura permanente sia, soprattutto, del fatto che tale richiesta era motivata da problemi di ludopatia.

Nonostante ciò, successivamente mi è stato nuovamente consentito l’accesso al gioco e ho potuto effettuare nuovi depositi.

Allego le comunicazioni originali con Bassbet che dimostrano la richiesta di chiusura per ludopatia, la mia conferma e la successiva conferma da parte del casinò dell’avvenuta chiusura del conto. Allego inoltre la documentazione relativa alle transazioni successive.

Ritengo particolarmente grave che, dopo essere stato informato esplicitamente del mio problema con il gioco e dopo aver confermato la chiusura del conto, il casinò mi abbia successivamente consentito nuovamente di depositare e giocare.

Per questo motivo chiedo l’assistenza di Casino Guru affinché Bassbet esamini il caso e proceda al rimborso dei depositi successivi alla chiusura, per un totale di 1.191 €.

Sono disponibile a fornire a Casino Guru l’intera cronologia delle transazioni e qualsiasi ulteriore documentazione necessaria a verificare l’importo richiesto.

Grazie per il vostro intervento e per l’assistenza nella risoluzione del reclamo.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BassBet Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues in the form of a screenshot or original email? Please share the information with timestamps to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?
• Could you please explain under which circumstances your account was reopened and when?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas