The player from Germany faced issues with the casino website after the game Poseidon aborted during a jackpot round, and since then had received repeated instructions to wait for a resolution. The Complaints Team reviewed the player's communication and determined that without supporting evidence of uncredited winnings, they could not intervene in the matter. The player was advised to contact the game provider directly for further investigation and to request detailed records from the casino. The complaint was closed as a result.
BassBet Casino - Player’s game issue remains unresolved.
Amount: €83,000
BassBet Casino
Safety Index:HighSafety Index
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8.2
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Closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 month ago
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2 months ago
Translation
On 24.1.25 the game Poseidon (wowpot) by Magaways was aborted. In the jackpot round at a 10 euro stake the game was aborted, code 211. I contacted the casino immediately. Since then I have been getting the same statements and instructions. I should wait and the relevant department will get in touch. Yesterday I asked in the live chat and was told that I have to reach VIP level 3 for it to be processed at all. Despite making a deposit my level is no longer increasing. I have provided the casino with all the necessary documents and data several times and for a few days now they have not offered this game either, so I cannot even open it for review.
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2 months ago
Dear Halle,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand, that without any supporting evidence of unfair losses we can’t confront the casino in a case where you encountered technical glitch.
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.
The result of your bet depends on the result of the game provider's server.
- Could you please share with me your communication with the casino on the topic? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.
- Could you please explain in more detail what depends on you reaching VIP level 3?
- Could you please explain what the disputed amount of €83000 represents in this situation?
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Tomas
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2 months ago
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Hello, thank you for the quick reply, I have ruled out all technical problems after following your instructions several times. And you can see from the error code that it is the casino's fault. I am happy to send you all the information now
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2 months ago
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the game stopped in the jackpot round and I had three purple coins
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2 months ago
Dear Halle,
I went over the communication you provided.
I noticed the casino support refers repeatedly to 'a payout', however, based on your reaction it appears to be some sort of misunderstanding.
Could you please advise if there is any issue regarding a payout of winnings to your bank account at all?
Please understand that in case of loss of funds due to a technical glitch, we need evidence of unfair losses.
Do you have access to your gaming history? Are the most recent game rounds recorded in your bet history? Could you please share a screenshot confirming your win?
Thanks in advance for your reply.
Feel free to submit the information to my email at tomas@casino.guru
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2 months ago
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Hello, I had a payout that was processed and paid out after 72 hours. The game was canceled without any problems. It was canceled in the jackpot round where you come out with a win anyway. I had two of almost all colors, then I had the third purple major. At the same time, error message 211 came up, so no win was shown. I contacted the casino immediately and reported the error.
Question: Did you read in the chat history that it was said that I have to reach level 3 for the problem to be addressed?Automatic translation:
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2 months ago
Thanks for your patience.
I am sorry but to pursue a case of winnings that weren't credited in a game, we need supporting evidence. Check the gaming history in your player's profile or ask the casino to provide you with a gaming history. You should be able to request your gaming history where the result of all bets are recorded along with the evolution of your balance in time. Request a .csv file from the casino and forward it to me for review.
I went over the correspondence but I couldn't find the level 3 is necessary for the request to be processed. If this is mentioned in any particular communication, please let me know the date and I'll have a look again.
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2 months ago
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Hello, sorry. But ignore my statements. The game stopped in the jackpot round. In the jackpot round you only come out with a win. This round was interrupted FC 211, which means I can't prove anything except that it was stopped and error code 211 is written in large letters on the screen. I sent you everything. And for the level 3 statement, I also sent you the chat history, which is publicly available here 1/13/24. I will send the casino your requirements again.
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2 months ago
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If a game is cancelled (code211), you can't see the credit. And if a game is cancelled without an error message (no internet connection), for example, then it continues exactly where it left off!
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2 months ago
I apologize for overlooking the information.
I went over your communication with support Elektra from 07 Feb 2025 you sent me via email, but I believe this is a misunderstanding. The VIP level discussion and the technical glitch discussion are separate matters from my point of view. The department will award you level 3 VIP when you achieve level 3 activity is my conclusion regarding the conversation.
Loyalty rewards and VIP levels are under the authority of the casino and we can't ask the casino to raise your VIP level as we don't intervene in such matters.
Sadly, our criteria for contacting casinos regarding uncredited winnings are such as I described above. If the winnings aren't recorded, we can't compel the casino to credit them to you. The error screenshot and your description of events are not enough for us to intervene. If you believe you won, contact the game provider directly and ask them to investigate the game round. Requesting detailed records from the casino as I described earlier might prove useful in that situation.
Due to lack of evidence, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
