The player from Germany has attempted self-exclusion multiple times since February 23, 2025, but her account remains active, allowing her to continue playing despite her requests to be blocked.
BassBet Casino - Player’s self-exclusion has not been processed.
Amount: €2,000
BassBet Casino
Safety Index:HighSafety Index
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8.1
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Opened
Current status
Waiting for casino to reply
5d 11h 11m 19s
Case summary
yesterday
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3 weeks ago
Translation
I had myself blocked on February 23, 2025 and received a confirmation of receipt. My account was not closed, so I played again and had myself blocked again, but this did not happen either. I have now played again due to addiction, had myself blocked again and I can still play at the moment
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3 weeks ago
Dear Kikidoof,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:
Self-exclusion request: you can contact Support Service Team via e-mail: support@bassbet.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Could you please clarify if you informed the casino about your gambling problem? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
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3 weeks ago
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Hi Kristina, I have forwarded you the emails and confirmations of receipt, including the request for repayment of the money.
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3 weeks ago
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Hi dear Guru Team, for your information, I am still not banned from BassBet
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2 weeks ago
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Hi, I'm still open and the amount is now almost 3,000 EUR, I wrote again via email and also gave my account details
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2 weeks ago
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Unfortunately, the account is still free, despite repeated requests
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2 weeks ago
Thank you very much, Kikidoof, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) 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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2 weeks ago
Hello Kikidoof,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear BassBet Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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2 weeks ago
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Hi, they admitted that they didn't ban me.
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2 weeks ago
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I have now recalculated the payment history since February 24, 2025 and come to a total of 3495 EUR 🫣😬
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1 week ago
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There is no response again and every time I get the same standard email or no response at all
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1 week ago
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They have your bank details and credit card plus ID in any case
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1 week ago
Hi, habe Bassbet noch einmal auf Englisch angeschrieben und noch einmal alle benötigten Dokumente, für die Rückerstattung eingereicht, wie Ausweis, Bankkarte, Kreditkarte und Adressnachweis.
Hello, I've been writing to you since February 23, 2025, stating that my account needs to be closed due to gambling addiction. Nothing has happened, no response; even your live chat has admitted the error. I hereby request that you immediately refund the money I deposited (over €4,000.00) since the requested closure on February 23, 2025. Apart from pre-written emails, I've received no response, and my account is still not closed. Just to be on the safe side, I'm sending you all the documents again. The Paysafecard payment was made from my bank account, and the remainder was paid via my credit card. Sincerely
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1 week ago
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Hi Michael,
The casino is trying by all means, I was not a VIP at the time of self-exclusion and it is not stated anywhere that only VIP support is responsible, but
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1 week 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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1 week ago
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Hi Michael, I'm supposed to write to the management now and my account is still open 
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1 week ago
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Hi Michael, my account is still not blocked and I don't even get any more confirmations of receipt, as if they had blocked my email.
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6 days ago
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Nothing further has happened so far 😬
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4 days ago
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So far only excuses, but no answers
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2 days ago
Dear all,
Thank you for reaching out!
Please be informed that we are looking into the matter and will provide updates as soon as we have them.
Best regards,
Bassbet team
BassBet Casino has 5d 11h 11m 19s to reply
