BassBet Casino - Player faces delayed withdrawals and concerns with account management.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bassbet.com

Please note that each complaint you submit is associated with a single online casino. I recommend you share relevant information in the thread only for the casino in question to avoid confusion.

Please note, we don't pursue cases where the sole reason you are asking for a refund is due to the casino lacking a particular license. As a German player, I recommend that you register in the OASIS self-exclusion scheme applicable to operators licensed in Germany, if you haven't done so already. In online casinos that offer services to German players without a license, we recommend that you request a self-exclusion in every online casino where you currently have an open account.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via email at support@bassbet.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Bassbet Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hallo Thomas

Diesen Fall kannst zuschließen, weil er bei Casino tatsächlich der einzige Grund die fehlende Lizenz ist. Ich bedanke mich trotzdem für Ihre Mühe und wünsche Ihnen alles Gute.

Ich möchte meine vorherige Beschwerde gegen BassBet klarstellen.

Ich hatte eine Auszahlung von insgesamt 4.000 € beantragt, die in mehreren Teilbeträgen von 500 € bearbeitet wurde. Während dieser Zeit kam es zu Verzögerungen in der vollständigen Auszahlung.

In der Zwischenzeit habe ich die noch ausstehenden Beträge wieder im Casino verspielt.

Ich reiche die Beschwerde ein, um prüfen zu lassen, ob die Auszahlungsabwicklung und die damit verbundene Verzögerung im Einklang mit den üblichen Bearbeitungszeiten und Richtlinien des Casinos stand.

Thanks for your reply.

Please note that we may assist you only with payouts that have not yet been paid, but are still present on your player's balance.

Since you already spent the money and received the rest, there might not be any other assistance we can provide.

Please let me know if there is anything else for us to consider, or the complaint will be closed.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear LuKe99,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas