The player from Germany had placed a bet using his bonus and won, but shortly after, the winnings were withdrawn from his account with the explanation that the funds had already been wagered, which he disputed. The Complaints Team had attempted to gather additional information from the player regarding the games played and the communication with the casino. However, due to the player's lack of response to inquiries, the investigation could not proceed, resulting in the rejection of the complaint.
BassBet Casino - Player's winnings have been confiscated.
Amount: €85
BassBet Casino
Safety Index:HighSafety Index
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
Public
1 month ago
Translation
I placed a bet after making my first deposit. Then I used the bonus in the casino. When the bet was won, the money was credited to my account and then withdrawn again in a few seconds. The reason given was that it had already been wagered, which is a verifiable lie.
Automatic translation:
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1 month ago
Dear seggiogino,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you played - slots, live casino, sports betting, etc.?
- Which bonus did you play with? If possible, please post a link or promo code here in this thread.
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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4 weeks ago
Translation
Hello, I played with the first deposit bonus. I played with the provider ELK Pirots 3. But that has nothing to do with the real money that was wagered. The real money was immediately deducted after being credited. The provider requests email contact, but does not respond to any messages.
Automatic translation:
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3 weeks ago
Thank you very much for your reply, seggiogino. Could you please at least send me the message in which the casino informed you that you wagered your funds?
Also, please forward me your game history from the day this issue occurred.
