The player from Germany encountered crashes in the Lucky Penny game during a winning bonus round and was unable to access it afterward. Communication with support had not led to a solution, and he could not present a betting ID due to limited game history access. After weeks of attempts to resolve the issue, he was eventually able to return to the game at the same point. The complaint was marked as resolved.
BassBet Casino - Player experiences game crash and support issues.
Amount: €2,500
BassBet Casino
Safety Index:HighSafety Index
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8.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
Lucky Penny game crashes during a winning bonus round!
Since then I can no longer access the game!
All contact with support was unsuccessful! No solution possible, as I cannot look "far enough" back in the game to present a betting ID etc.!
Game progress up to 02/13/2025 5:14:50 PM and when I then click on show further history it says 02/13/2025 5:16 PM.....can't look back any further!
Looks like a scam to me to avoid profits!!!
Automatic translation:
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1 month ago
Dear MartinV1980,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BassBet Casino.
Have you requested a record of your gaming history from the casino from the time of the incident? What response from the casino have you received?
It should be possible for the casino to provide you with these records in .csv or similar format.
Please understand, that without any supporting evidence of unfair losses, we can’t proceed further with this case as it would be close to impossible for us to confront the casino.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Tomas
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1 month ago
Translation
Hello!
Thank you very much for the quick reply and effort!
Attached are screenshots of the problems. I have them as screen videos but the files are too large to send here.
The only evidence at the moment.
Please note the times in the game history. Every time I click further, the history jumps from 17:14:50 to 17:16 and I cannot look further back in my game history.
The game Lucky Penny doesn't work, regardless of whether the history/cache has been cleared.
Or which OC/laptop/phone I log in to.
Hope it helps.
Thanks!
VG Martin ****
Edited by a Casino Guru admin
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1 month ago
Thanks for your reply and explanation.
I would recommend you contact support and ask for detailed records of your game history from the day of the incident in .csv or .xls format.
Please share your efforts in obtaining this information with me at my email at tomas@casino.guru
Thanks for your understanding
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1 month ago
Translation
Thank you for everything. I'm trying to get the information I need. I've currently made two requests for my game history data and haven't heard anything back. I'll keep at it.
vG
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3 weeks ago
Dear MartinV1980,
Were you able to gather the necessary information?
Please let me know.
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3 weeks ago
Translation
Hello!
Unfortunately, I haven't heard anything yet. All my requests have not been processed and I haven't heard anything yet.
I have contacted support several times and the answer has always been the same.
"We will contact you by email"
Don't know what to do.
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3 weeks ago
Translation
Hello!
Problem solved!
I haven't heard anything else from the casino, but I was just able to get back into the game at the same place after weeks.
Thank you very much for your effort
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3 weeks ago
Dear MartinV1980,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
