The player from Italy had requested permanent self-exclusion for responsible gaming reasons on October 19, 2025, but the casino had ignored this and continued sending promotions. He had deposited €3,815 and withdrawn €500, noticing that transactions appeared under different company names on his bank statement. He had sought a refund for deposits made after his self-exclusion request. The complaint was resolved after the casino refunded the full amount following mediation by the Complaints Team, who also ensured the player's account was closed to prevent further gambling.
BassBet Casino - Player demands refund after self-exclusion request ignored.
Resolved
Our verdict
Case closed
Amount: €3,935
BassBet Casino
Safety Index:HighCase summary
Discussion
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3 weeks 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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3 weeks ago
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3 weeks 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
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3 weeks ago
TranslationHi Veronica, I'm sending you the email now.
The casino responded to my request on October 19, 2025, not by closing my account, but by arbitrarily offering me a 2/4/6/8 week break and telling me they would contact me again. This was a clear violation of my self-exclusion request. As you can see from the email, on October 21, 2025, I responded, confirming my intention to self-exclude.
They didn't respect my right to protect myself from gambling, allowing me to deposit another €3,815 after I'd already expressed my desire to stop. I made a €500 withdrawal, which was paid to me, but I lost €3,315 because they didn't protect me. I didn't want to gamble, but they kept sending me offers, and in the end, I fell for it. Yes, my account is active and I even have a €620 cashback credit, but I don't want to gamble anymore. I just want my €3,315 back, which I never intended to spend like that. I hope you can resolve this. Thank you so much.
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2 weeks ago
TranslationUpdate: The casino contacted me via email offering a partial refund of €1,500 on top of my €620 balance (total €2,120). I just forwarded the entire conversation to Veronika.
I do not intend to accept this partial offer as a "final agreement," as the deposits made since my self-exclusion request on October 19th total €3,315. Since the casino admitted the technical error and offered a refund, I demand that this amount cover the entire loss suffered due to their failure to protect me. I await Veronika's intervention to mediate the full amount.
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2 weeks ago
Dear Fabiocasino
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
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2 weeks ago
Hello Fabiocasino,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. In case you receive any further communication from the casino, please do let me know. As the first order of business, I would also like to invite the BassBet Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. After reviewing the information available to us, we also believe the player is entitled to a refund of all funds lost from 21st of October onwards.
Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru
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1 week ago
Dear Fabiocasino,
Thank you for reaching out to us.
Please be informed that we are currently further investigating your claim and will contact you with further updates and information as soon as possible.
We thank you for your understanding.
Kind regards,
Bassbet Team
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1 week ago
TranslationI would like to update Martin and the Casino Guru team that I have received the full agreed-upon amount in my bank account.
The issue is therefore 100% resolved.
I thank Martin and Veronika for their crucial assistance: without your mediation and the pressure you put on the casino, I would never have achieved this result. You can mark the complaint as Resolved.
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1 week ago
Dear Fabiocasino,
We're glad to hear that your issue has been resolved. I would also like to thank the support team over at BassBet Casino for their response. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help!
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Martin
Casino.Guru
