The player from Germany faces issues with the casino as he is unable to access his loyalty rewards, valued at around 17,000€, and has been prevented from contacting support effectively.
BassBet Casino - Player’s account is blocked and coins are inaccessible.
Amount: €15,000
BassBet Casino
Safety Index:HighSafety Index
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8.1
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Opened
Current status
Waiting for player to reply
6d 19h 35m 58s
Case summary
4 hours ago
Public
Public
1 week 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
Automatic translation:
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1 week 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 tomas@casino.guru
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
Public
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1 week 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
Automatic translation:
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4 hours 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.
Blood26 has 6d 19h 35m 58s to reply
