The player from Germany encountered issues with missing winnings of €64 and uncredited free spins following a cancellation in a game at bassbet. Despite several attempts to contact customer service, which involved prolonged wait times and inquiries, she did not receive proper assistance or resolution. The Complaints Team extended the response time for her to provide supporting evidence; however, due to her lack of response, the complaint was rejected. The case remained open for her to revisit in the future.
BassBet Casino - Player is experiencing delayed resolution and missing winnings.
Closed
Our verdict
Player stopped responding
Amount: €60
BassBet Casino
Safety Index:HighCase summary
Discussion
Public
Public
8 months ago
Translation
Hello, last Monday I had free spins worth €2.50 on Crystal Ball Multisymbols at bassbet. After the 4th free spin I had won just over €64 and the game canceled and reloaded. After that the free spins were gone. I reloaded several times, nothing. I tried to contact customer service, but they canceled twice after I had written everything! On the third attempt I was told to wait while the department looked into it. After waiting over 12 minutes the employee ended the chat due to inactivity. I wrote an email and complained, and after two or three days I received a reply with lots of questions (which I couldn't answer all of because it was gone), which I answered straight away! No response since then. Supposedly the VIP employee was supposed to get in touch for me, but nothing. Today I asked about the cashback and was told that I hadn't deposited enough to get cashback. I specifically checked beforehand and had deposited enough! Can you please help me? I would like the missing €64 and the remaining 6 free spins. €2.50 isn't exactly a small sum. I've had a similar experience at another casino before, and the next day I received €200 as a deposit (which was fine with me, although you never know if I might have gotten a model), and no one ever responded. Thanks.
Automatic translation:
Public
Public
8 months ago
Dear abnn1921,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident, along with any relevant communication to [email protected]?
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
