The player from Germany faced issues with the casino as he was unable to access his loyalty rewards, valued at around 17,000€, and had been prevented from contacting support effectively. After several weeks of communication and delays, the casino decided to unlock the bonus block on his account, allowing him to utilize his coins. The Complaints Team confirmed the resolution of the issue and marked the complaint as 'resolved', thanking the player for his cooperation throughout the process.
BassBet Casino - Player’s account is blocked and coins are inaccessible.
Resolved
Our verdict
Case closed
Amount: €15,000
BassBet Casino
Safety Index:HighCase summary
Discussion
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10 months ago
Translation
So I've been arguing and discussing with the nice, helpful live support staff for five days now....
The thing is, I won around 15,000 euros at a high point... then I started to withdraw because the casino unfortunately has a 500 euro withdrawal limit... while I waited I carried on playing... it went up sometimes, then down... then it started that the individual withdrawals took longer than usual, 24 hours turned into 48 hours until the payout... in the end I managed to withdraw 500 euros four times... because during that time it only went down... I thought to myself, well, that's how it is, I could have stopped earlier.
Then I remembered that I still had the coins. I looked and I had around 17,000 coins.
Then it's not that bad, I thought to myself...
The shit is when I started to convert the coins into money through the fishing game, I started to see the rewards, but they weren't in my account.
I contacted support, and they initially told me about technical problems and that I should reload the page, etc. Then it turned out that I was blocked from receiving bonuses and rewards without any explanation. I asked why, and I was repeatedly banned from the chat room. Later, I learned that I had been blocked by the web administrator without any explanation.
And I don't get any replies to my messages either...
And they avoid me and have a new excuse every day as to why I can't get my coins... I've also been blocked from all other partner sites.
I just want to have my coins available. They're worth roughly 1 to 1 in euros...you get 1 coin for every 10 euros you deposit or spend...
Can you help me
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10 months ago
Dear Blood26,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino. I understand how frustrating this situation must be for you, especially after all your efforts to resolve it with their support staff.
To assist you better, could you please provide more details about your situation? Here are some questions that may help clarify things:
- What specific reasons did the support staff provide for blocking your access to bonuses and rewards?
- Have you received any written communication or emails regarding your account status or the blocking of your rewards?
- Could you share the time frame during which you started experiencing issues with your withdrawals and conversions?
- Have you tried reaching out to the casino through any other channels aside from live support?
Your cooperation in providing these details will help us investigate and work toward a resolution. If you have any relevant communication or documents, please feel free to forward them to [email protected]
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Tomas
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10 months ago
Translation
I never got a clear explanation, just excuses and apologies.
I have asked several times in writing for an explanation and activation but never received an answer as to why...only that it was ordered by the web administrator.
Problems arose immediately after I ran out of real money...when I still had some money, I could access coins and such without any problems.
I have sent all chat histories and messages like screenshots that I make every day to her email
Thank you very much Sascha
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10 months ago
Thanks for your patience.
From my point of view, the 'Coins' have value only for your attempts to play the casino's special fishing game.
You wrote that the rewards coming from the game are not being credited to your account.
- Could you please share a screenshot of what it looks like when the rewards are not being credited?
- Have you tried accessing the casino using a different device, such as a desktop computer?
- Where are the rewards redeemed by the game supposed to be displayed for you?
- Does the casino allow you to deposit and play otherwise?
I apologize for not entirely understanding the issue.
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10 months ago
Translation
The rewards are the coins that you can convert into real money through fishing...
I can fish for my coins, but the real money prizes I get then don't appear in my account afterwards; they disappear, and the deducted coins stay there.
You can normally see them in the profile area under bonus...
Yes, I tried it from a different device and did everything else that suggested it would work if it was an error...
I can certainly make deposits, but why should I do it...
As you can see from the sent chat it is not due to a mistake
But according to the support my coins were deleted by the web administrator without any explainable reason
Blocked so I can't convert them into real money
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9 months ago
Thank you very much, Blood26, for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]), 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.
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9 months ago
Dear Blood26,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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9 months ago
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.
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9 months ago
Dear Blood26,
We are sorry to hear about for your experience.
We have forwarded your request to the relevant team and we would try our best to help you in this situation and provide you with an update at the earliest as possible.
Thank you for being so patient with us! We really appreciate it.
Best regards,
BassBet team.
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9 months ago
Dear BassBet Casino team,
Thank you very much for your reply. I am extending the timer by 7 days, let us know if you need more time.
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8 months ago
Dear Jozef,
We have shared evidence related to this case.
We will wait for you update.
Best regards,
Bassbet team.
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8 months ago
Translation
I'm curious...why and why you're using this
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8 months ago
Dear BassBet Casino team,
I have responded to your email and I will wait for your update.
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8 months ago
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.
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8 months ago
Translation
They do this on purpose to get it out of the listeners. It has been going on for over 8 weeks with the back and forth, then another deadline and another one... what is this all about
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8 months ago
Dear Blood26,
We are sorry to hear about for your experience.
We have forwarded your request to the relevant team to check further and we would try our best to help you in this situation and provide you with an update at the earliest as possible.
Thank you for being so patient with us! We really appreciate it.
Best regards,
BassBet team.
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8 months ago
Translation
How long is this going to take? Nothing else has been claimed for weeks and it is just being kept on
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8 months ago
Dear BassBet Casino team,
I am extending the timer by 7 days, please let me know if you need more time.
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8 months ago
Translation
And after 7 days it's always the same and then what happens in the next few days... They write a quick hello and have another week to spare... I'm starting to think you're working with them.
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7 months ago
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.
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7 months ago
Translation
One question: What is this? On March 24, 2025, they had a seven-day deadline. Now it's June 4, 2025, and they still have a seven-day deadline. Something's not right. A change to the deadline without a postponement, either clarification or payment in seven days without any further deadlines or extensions... otherwise, this is all fraud and scam.
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7 months ago
Dear Jozef,
We have shared an explanation to your question.
We will wait for you update.
Best regards,
Bassbet team.
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7 months ago
Translation
What the casino has just written, as you can see, was already written exactly a month ago and nothing has come of it...should it continue like this now?
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7 months ago
Dear Blood26,
Thank you very much for your patience. There might have been a slight visual delay, but I can confirm that I did respond regarding the timer extension.
Unfortunately, the complaint process can sometimes take longer, especially as we wait to receive all supporting evidence and clarify various questions. Our communication with the BassBet Casino team is still ongoing, but we are now approaching the final stages.
I will inform you of the outcome very soon. Once again, I truly appreciate that you’ve stayed with me throughout this, even though I understand how frustrating the wait can be.
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7 months ago
Dear BassBet Casino team,
I have responded to your last message. Thank you for your cooperation.
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7 months ago
Dear All,
Thank you for your message.
Please be assured that we will further investigate the claim and provide you with further updates as soon as possible.
Thank you for your patience and understanding.
Best regards,
Bassbet team.
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7 months ago
Translation
And again just delaying tactics from bassbet casino
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7 months ago
Dear Blood26,
I have been actively communicating with the casino team and can confirm that there are no delays on their part. Thank you for your patience. I’m confident that we will have more information within the next few days.
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7 months ago
Dear BassBet Casino team,
I am extending the timer by 7 days, please, let me know if you need more time. Thank you for your continued cooperation.
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7 months ago
Translation
Like now...you write that there is no more delay and at the same moment they get an extension of 7 days how many times...I bet it will continue like this for the next few months what's the point...that's unfair and not right
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7 months ago
Dear All,
We would kindly like to apologize for the waiting time and any inconvenience this may cause.
Please be assured that we received the reply from @jozef and forwarded it to the relevant department, which is investigating the further options.
Please be assured that we are working with high priority on this case and will provide further information as soon as possible.
Thank you in advance for your understanding and patience.
Best regards,
Bassbet team.
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7 months ago
Translation
Yes, everything is fine, but after more than 10 weeks, what needs to be checked that takes so long? To check something takes more than 10 weeks, sorry, then people would have to look for another job.
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7 months ago
Dear BassBet Casino team,
Thank you for your cooperation and effort. I am extending the timer by 7 days, please let me know if you need more time.
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7 months ago
Dear Blood26,
We would like to inform you that we have reached a decision to unlock the bonus block of your account. You are now permitted to continue utilizing your coins on BassBet account.
Our team wishes you all the best for your future activities!
Best regards,
BassBet team.
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7 months ago
Translation
I would still like to know why the bonus block has been there for 3 months now
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7 months ago
Dear BassBet Casino Team,
Thank you very much for your cooperation. Could you please react?
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6 months ago
Dear Blood26,
We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:
7.3 :- We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or a group of customers from the promotion program of the Website at our sole and absolute discretion. In the event of any dispute regarding our promotions (including, without limitation, eligibility, use, abuse, fair play, calculation of winnings and wagering requirements) Company’s decision shall be final and non-negotiable.
However, as our management decided to give you an opportunity to unlock the bonus block of your account.
Our team wishes you all the best for your future activities!
Best regards,
BassBet team.
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6 months ago
Dear Blood26,
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, 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, Jozef
Casino.Guru
