BassBet Casino - Spelarens självuteslutning har inte behandlats.

I had myself blocked on February 23, 2025 and received a confirmation of receipt. My account was not closed, so I played again and had myself blocked again, but this did not happen either. I have now played again due to addiction, had myself blocked again and I can still play at the moment

Ich habe mich am 23.02.2025 sperren lassen und eine Eingangsbestätigung erhalten. Mein Konto wurde nicht geschlossen, darauf habe ich wieder gespielt und mich wieder sperren lassen, auch dieses ist nicht erfolgt. Habe nun erneut suchtbedingt gespielt, mich erneut sperren lassen und ich kann aktuell immer noch spielen

Dear Kikidoof,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@bassbet.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please clarify if you informed the casino about your gambling problem? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hi Kristina, I have forwarded you the emails and confirmations of receipt, including the request for repayment of the money.

Hi Kristina, habe Ihnen die Emails und Eingangsbestätigungen weitergeleitet, inklusive der Rückzahlaufforderung des Geldes.

Hi dear Guru Team, for your information, I am still not banned from BassBet

Hi liebes Guru Team, zur Info, ich bin immer noch nicht gesperrt von BassBet

Hi, I'm still open and the amount is now almost 3,000 EUR, I wrote again via email and also gave my account details

Hi, bin immer noch offen und die Summe liegt nun bei knapp 3.000 EUR, habe erneut via Email geschrieben und auch meine Kontodaten mitgeteilt

did you get my emails?

kristina.s@casino.guru haben Sie meine Emails bekommen?

Unfortunately, the account is still free, despite repeated requests

Leider ist der Account immer noch frei, trotz erneuter Aufforderung

Thank you very much, Kikidoof, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Kikidoof,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BassBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hi, they admitted that they didn't ban me.

Hi, die haben zugegeben, dass die mich nicht gesperrt haben.

I have now recalculated the payment history since February 24, 2025 and come to a total of 3495 EUR 🫣😬

Habe den Zahlungsverlauf seit dem 24.02.2025 nun nachgerechnet und komme auf eine Summe von 3495 EUR 🫣😬

There is no response again and every time I get the same standard email or no response at all

Es wird wieder nicht reagiert und jedesmal bekomme ich, wenn die gleiche Standart-Email oder gar keine Reaktion

They have your bank details and credit card plus ID in any case

Die Bankverbindung und die Kreditkarte plus Ausweis liegen denen auf jedenfall vor

Hi, habe Bassbet noch einmal auf Englisch angeschrieben und noch einmal alle benötigten Dokumente, für die Rückerstattung eingereicht, wie Ausweis, Bankkarte, Kreditkarte und Adressnachweis.

Hello, I've been writing to you since February 23, 2025, stating that my account needs to be closed due to gambling addiction. Nothing has happened, no response; even your live chat has admitted the error. I hereby request that you immediately refund the money I deposited (over €4,000.00) since the requested closure on February 23, 2025. Apart from pre-written emails, I've received no response, and my account is still not closed. Just to be on the safe side, I'm sending you all the documents again. The Paysafecard payment was made from my bank account, and the remainder was paid via my credit card. Sincerely

Hi Michael,

The casino is trying by all means, I was not a VIP at the time of self-exclusion and it is not stated anywhere that only VIP support is responsible, but

Hi Michael,

das Casino versucht es mit allen Mitteln, ich war zum Zeitpunkt des Selbstausschlusses noch kein VIP und es steht auch nirgends, dass nur der VIP-Support zuständig ist, sondern support@bassbet.com

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.

Hi Michael, I'm supposed to write to the management now and my account is still open

Hi Michael, ich soll jetzt angeblich die Geschäftsführung anschreiben und mein Konto ist immer noch offen

Hi Michael, my account is still not blocked and I don't even get any more confirmations of receipt, as if they had blocked my email.

Hi Michael, mein Konto ist immer noch nicht gesperrt und mittlerweile bekomme ich noch nicht mal mehr Eingangsbestätigungen, so als wenn diese meine Email geblockt hätten.

Nothing further has happened so far 😬

Weiter kommt bisher nichts 😬

So far only excuses, but no answers

Bisher nur Ausreden, aber keine Antworten

Dear all,

Thank you for reaching out!

Please be informed that we are looking into the matter and will provide updates as soon as we have them.

Best regards,

Bassbet team

Dear BassBet Casino,

We will be waiting for your updates.

Hi Michal, I haven't heard anything yet and my account is still open.

Hi Michal, ich habe bisher auch nichts gehört und mein Konto ist immer noch geöffnet.

Hi Michal, I didn't persevere and deposited another €140 today. This resulted in a profit, and €500 is now on the payout list. I'm curious whether they'll even pay out this amount, since I self-excluded myself and haven't received any response so far regarding the refund of deposits after self-exclusion.

Hi Michal, ich habe nicht durchgehalten und heute erneut 140 EUR eingezahlt, daraus ist ein Gewinn entstanden, 500 EUR sind nun auf der Auszahlungsliste. Bin gespannt ob sie diesen Betrag überhaupt auszahlen werden, da ich mich ja selbst ausgeschlossen habe und bisher keinerlei Reaktion kam, wegen der Erstattung der Einzahlungen nach Selbstausschluss

Hi Michal, did you receive my emails?

Bassbet owes me EUR 3,791.00 due to incompetent employees who are only able to send standardized emails, and my account is still not deactivated despite self-exclusion!

Hi Michal, hast Du meine Emails mit erhalten?

Bassbet schuldet mir durch unfähige Mitarbeiter, die nur in der Lage sind, standardisierte Emails zu versenden 3791, 00 EUR und mein Account ist trotz Selbstausschluss immer noch nicht deaktiviert!

Now I don't even get confirmations of receipt of my last emails

Jetzt bekomme ich noch nicht mal mehr Eingangsbestätigungen von meinen letzten Emails

Hi, my account is still not blocked. I'm currently at €4,161 and no one is responding. This casino is insane and supposedly has a high security level? Bassbet is cheating gambling addicts and thus unjustifiably enriching itself.

Hi, mein Konto ist noch immer nicht gesperrt, mittlerweile bin ich bei 4161 EUR und keiner reagiert, dieses Casino ist der Wahnsinn und soll eine hohe Sicherheitsstufe haben? Bassbet betrügt spielsüchtige Spieler und bereichert sich dadurch ungerechtfertigt.

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.

Hi, just FYI, my account is still open and I haven't received a response via email or refund. Chat can't help either...

Hi, nur zur Info, mein Account ist immer noch geöffnet und eine Reaktion auf eine Emails oder Erstattung habe ich nicht erhalten. Der Chat kann auch nicht helfen…

Hi Michal, after I deposited 100 EUR again, my account is now being reviewed, but there has been no response from the casino

Hi Michal, nachdem ich Doofkopf wieder 100 EUR eingezahlt habe, ist mein Konto nun in der Überprüfung, aber eine Reaktion, seitens des Casinos ist nicht erfolgt

That just came, once again a delaying tactic

Das kam jetzt gerade, mal wieder eine Hinhalte-Taktik

Hi Michal, the casino contacted me and asked for my account number. The refund has already arrived. Thank you very much for your support; the case can be closed.

Hi Michal, dass Casino hat mich angeschrieben und wollte meine Kontonummer haben, die Rückerstattung ist sogar schon angekommen. Herzlichen Dank für die Unterstützung, der Fall kann geschlossen werden.

Dear Kikidoof,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru