The player from Germany was uncertain about his status, as he suspected he was banned from Casino Guru and its license group. He requested clarification from the casino administration regarding his ability to withdraw his winnings of 1700 Euros. The Complaints Team informed him that they were unable to assist further, as the casino had closed his account after his balance was reduced to zero. The casino retained the right to close accounts at their discretion, and the Team could not intervene or request refunds for losses incurred during gameplay. The case was now closed.
BassBet Casino - Player needs clarification on account ban.
Closed
Our verdict
Other
Amount: €1,700
BassBet Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Translation
Casino guru
I would like a confirmation
I am banned from this casino and its license group
I would like you to clarify this with the casino administration, that would be a help from you and as I see you are here to help players
I finally had 1700 EURO on my player account
and didn't know if I could withdraw
Automatic translation:
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8 months ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing.
Please note that we are unable to contact the casino on your behalf to ask whether you are banned from the group. If you wish to clarify the status of your account, we recommend reaching out to the customer support team of BassBet Casino directly.
To better understand your situation, could you please answer the following questions:
- Are you currently able to access your casino account without any issues?
- What is the current balance in your casino account? Do you have any pending withdrawal requests?
- Why do you believe you may be banned from this casino?
- Have you completed the full KYC verification?
I hope we’ll be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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8 months ago
TranslationFirst of all, thank you for the answer
I have tried several times to contact the casino to ask if my data is blocked for their license or administration
To return to your question
Why do you think you might be denied entry to this casino?
I believe that the license and administration have not allowed me to play with you in the past
I do not know the reason for this
I only know that I was not able to register with my data for this license and administration
I get no answer when I ask the casino whether my data that I provided during registration is blocked for their license or administration
I would like to know if I am on the so-called blacklist for the license or administration
I think you can invite the casino and we will get an answer to solve this together
After all, it is about not getting any problems like payout or verification
I have the right to know if my data is blocked for licensing or administration purposes
And I would like your help
I have already lost the 1700 euros I have no money left in my account I was unsure whether I could withdraw because of this question
Please help me get an answer from the casino
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8 months ago
TranslationDear Casino Guru Team I would like to remind you that you are a platform that is responsible for helping players
This is about the general security of verification and payout
so that no problems can arise in the future
Therefore, I ask you to invite the casino to talk to us about this in order to get an answer to this question together.
So that we don't have any problems later if we win or want to be verified
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8 months ago
TranslationHere is all the evidence that I am blocked for administration the administration is the same as the casino what this is about
I request a refund
The casino gave me the green light even though I am not allowed to play
Or how can I understand this now?
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8 months ago
Thank you for the information.
Unfortunately, we are unable to assist you further in this case. The casino closed your account only after the balance had been played and reduced to zero. In such situations, we cannot persuade the casino to reopen your account or provide an explanation for their decision.
Please understand that online casinos, like other businesses, reserve the right to choose whom they provide their services to. They can close an account at any time, as long as all legitimate winnings are paid out before the closure. We do not have the authority to request that casinos continue offering their services to specific players or to demand explanations for their internal decisions regarding account closures.
Additionally, we are unable to request a refund for deposits that were lost during regular gameplay. The only instances in which we can assist with deposit refunds are cases involving failed self-exclusion processes. Since your complaint did not mention gambling addiction or an active self-exclusion request at this casino, we must now close your case.
Thank you for your understanding, and please do not hesitate to reach out to us again if you encounter any other issues in the future.
Best regards,
Veronika
