BassBet Casino - Player requests refund after account closure request.

DOPO LA RICHIESTA DI CHIUSURA PER GAMBLING ADDICTION CHE NON HANNO EFFETTUATO RICHIEDO RIMBORSO DEPOSITI CHE NON SO A QUANTO AMMONTANO.

CHIEDO AL CASINÒ DI QUANTIFICARE I DEPOSITI FATTI DOPO LA MIA RICHIESTA NON ASCOLTATA.

L’ACCOUNT E ANCORA APERTO

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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.

• Could you please forward me the original email communication regarding your self-exclusion request with the casino from December 2025? You can send it to veronika.f@casino.guru. Please include the complete email thread rather than only screenshots of individual messages.
• Could you also please confirm whether you replied to the confirmation email you received from the casino on December 15?
• When exactly did you notice that your account had not been closed as requested?
• When was the last time you contacted the casino's support team regarding your request for account closure?

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

Ciao Veronika,

ho mandato tutto alla tua mail personale

ieri ho contattato l’assistenza che ha promesso che farà una verifica

ANCORA NESSUN RIMBORSO ARRIVATO

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

Dear Tommi272727,

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,

Veronika

We’ve reopened this complaint at the request of Tommi272727. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Tommi272727,

Could you please clarify how many deposits you made from December to March that have not yet been refunded to you?

Grazie per aver aperto il mio reclamo,con il Casinò ho avuto una soluzione soddisfacente riguardo alla riapertura di Marzo non autorizzata ,mi hanno reso i depositi effettuati dopo la riapertura a Marzo.

A Dicembre invece dopo le mie richieste di chiusura non ascoltate per gambling ADDICITON non ho ricevuto nessun rimborso. Ho inoltrato alla tua mail personale tutti i depositi effettuati a Dicembre l,dovrebbe essere 7/8k totali.

Potrei trovare una soluzione con il casinò per un rimborso parziale di 5k,ma non mi hanno mai risposto.

Dal momento che ho chiesto la chiusura del conto l’11/12 ho depositato 9500€. Con la riapertura a Marzo altri 1194€ che mi hanno reso.

Non chiedo di avere indietro 9500€,mi accontento della metà (5000€) cercando un accordo con il casinò,visto che non contenti di avere ignorato le mie richieste di chiusura per problemi di gioco,hanno anche riaperto il mio account a Marzo.

Ciao @casinoguru,hai novità per me?

Dear Tommi272727

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

Grazie Veronika e ciao Martin,fammi sapere devo mandarti qualcosa

Hello Tommi272727,

I am sorry to hear about your troubles. I am Martin, and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the BassBet Casino representative to enter the discussion.

Dear casino representative,

based on the evidence currently available, the player clearly requested account closure due to gambling addiction, but the account remained accessible beyond the reasonable processing period.

At this point, it therefore appears that all net losses incurred from 15 December 2025 should be refunded. For clarity, the refundable amount should be calculated as the player’s deposits from this date minus any withdrawals or refunds already received.

Could you please review the case, provide the relevant transaction history, and confirm the casino’s position regarding reimbursement of these losses?

Thank you in advance for your cooperation.

Ciao Martin,ho chiesto la chiusura il giorno 11 o 12 Dicembre,perché a partire dal 18?

Capisco che per gestire tutte le richieste in entrata è difficile, ma mi hanno aperto subito il ticket il giorno stesso e risposto il giorno stesso

Chiedo che io sia rimborsato a partire dal 12/12/2025,avevano visto la mail ed aperto il ticket,IL CASINÒ DEVE PROTEGGERE CHI HA PROBLEMI E DARE PRIORITÀ NEL GESTIRE LE RICHIESTE DI CHIUSURA

Dear Tommi272727,

thank you for your message. Upon further review of the documents provided, I believe a refund of all losses since 15th of December is correct. Please note that in our internal calculation, we need to account for the difference between the weekend and a working day.

Dal 15/12 sono 3.400€.

I Casinò lavorano anche nel weekend,sopratutto le assistenze.

Direi di trovare un compromesso tra quello che chiedo e quello che ritenete giusto e per me è 5.000€.

Grazie Martin

Dear Tommi272727,

Thank you for reaching out to us.

Please be informed that your claim is currently under review and you will be contacted as soon as possible with further information.

We thank you for your understanding.

Kind regards,

Bassbet Team

Ciao @bassbet,

Casino Guru chiede il refound dei depositi dal 15/12,io dal 12/12,possiamo trovare un accordo vantaggioso per entrambe le parti. Vi ricordo che avete ignorato le mie richieste di aiuto e sapendo dei miei problemi di gioco d’azzardo avete anche riaperto il mio account a Marzo. Direi che ci avete messo del vostro per alimentare la mia dipendenza. Sono attualmente in terapia per "colpa" vostra poiché a Marzo era 3 mesi che non giocavo e mi avete riportato dentro. Mi aspetto un refound adeguato al danno che mi avete causato

Mi avevano già risposto il 12/12/2025

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Dear Martin,

We sent you the case description on your email address.

Thank you for your assistance!

Best Regards,

Bassbet.com

Ciao Martin,puoi condividere con me quanto inviato dal casinò?

Grazie

Martin per favore,dai priorità a questo caso.

Ti ho inviato una mail sul tuo indirizzo personale per spiegarti il perché

Ciao Martin,ci sono novità?

Dear casino representative,

thank you for providing us with your statement.

Dear Tommi272727,

I have sent you an email, please check your inbox.

Ciao Martin,ti ho risposto

Dear parties,

thank you both for your cooperation so far. I will discuss this case internally early next week and offer our verdict.

Dear Tommi272727,

thank you for your patience, I have sent you an email.