The player from Spain reported that the casino had reopened her account without her consent after she had closed it due to gambling issues and being on a self-ban list. She deposited 150 euros after receiving deceptive SMS offers for free spins and sought a resolution, as her emails remained unanswered. The Complaints Team, after attempting to gather more information and extending the response time, concluded that the player had not responded to inquiries. As a result, the complaint was rejected due to insufficient information for further investigation.
BassBet Casino - Player's account has been reopened without consent.
Amount: €150
BassBet Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
The casino has reopened my account after I closed it in December! They have deceived me by sending me SMS with free spins. I logged in and deposited 150 euros again. I have gambling problems and I am on the self-ban list. The only way to not access unlicensed sites in Spain is by closing the account, which is what I did. Even so, they suddenly opened it for me and I lost money. They do not answer emails!!!!!!
Automatic translation:
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1 month ago
Dear anamariapricop27,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please forward me the account closure requests that you sent to the casino in December? My email address is kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
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1 month ago
Translation
Hello! They closed my account via the customer service chat. I didn't take a screenshot but I still couldn't play and couldn't log in until February 6th or 7th when they suddenly started sending me SMS with free spins offers. Then I realized that the account had been reopened without me having asked for it!
Automatic translation:
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1 month ago
Thank you very much for your reply, anamariapricop27. Could you please advise if you currently have access to your casino account?
