The player from Italy requested permanent self-exclusion for responsible gaming reasons on October 19, 2025, but the casino ignored this and continued sending promotions. He deposited €3,815 and withdrew €500, noticing that transactions appeared under different company names on his bank statement. He seeks a refund of €3,315 for deposits made after his self-exclusion request.
BassBet Casino - Player demands refund after self-exclusion request ignored.
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BassBet Casino
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14 hours ago
Translation
On October 19, 2025, I formally requested permanent self-exclusion from Bassbet.com for responsible gaming reasons. Despite my request being ignored, the casino continued to send me promotions and bonuses via email, allowing me to make deposits of €3,815 starting February 17, and I withdrew €500. I also noticed that the payments did not appear under the name 'Bassbet' on my bank statement, but under the names of cover companies such as Zentoria Limited, SKMG Group, and SynergyTech, making it difficult to immediately track the transactions. I request a full refund of all deposits made after my self-exclusion request (€3,315), as required by international responsible gaming protocols. I am attaching PDF files with the emails where I openly declare that I no longer wish to gamble because I cannot control myself, and all deposits made after my self-exclusion request. If you need anything else, please let me know.
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6 hours ago
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6 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Can you please forward me the original emails between you and the casino from October 19, when you requested to be self-excluded for the first time? Please do not send it as a PDF file, but forward the original email thread to me at veronika.f@casino.guru.
- Has the casino responded to your confirmation email that you wish to proceed with the account closure?
- Have you tried contacting the casino after October 19 with another self-exclusion request?
- Is your account still open, or has it been closed in the meantime?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
