The player from Italy requests intervention regarding Bassbet, seeking a refund of €1,191 for deposits made after his account was confirmed closed due to gambling problems. Despite a clear request for closure, he was allowed to deposit and play again, which he finds unacceptable.
BassBet Casino - Player requests refund after account closure.
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Current status
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6d 15h 8m 12s
BassBet Casino
Safety Index 7.7 Above averageCase summary
Discussion
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Public
2 days ago
Translation
Good morning,
I would like to ask for your intervention regarding Bassbet and request a refund of €1,191, corresponding to deposits I made after a previous request to close my account due to gambling problems.
On May 3, 2025, I clearly communicated to Bassbet:
"Due to gambling problems, I want my gaming account closed immediately and permanently."
Bassbet received the request and asked me to confirm my decision. I responded by confirming it.
Subsequently, Bassbet customer service explicitly informed me:
"We confirm that the account has been closed as per your request."
Therefore, Bassbet was fully aware of both my request for permanent closure and, above all, of the fact that this request was motivated by gambling problems.
Despite this, I was later allowed back into the game and was able to make new deposits.
I attach the original communications with Bassbet demonstrating the request for closure due to gambling addiction, my confirmation, and the subsequent confirmation from the casino that the account had been closed. I also attach documentation relating to subsequent transactions.
I find it particularly serious that, after being explicitly informed of my gambling problem and confirming the closure of my account, the casino subsequently allowed me to deposit and play again.
For this reason, I am requesting Casino Guru's assistance in having Bassbet examine the matter and refund the deposits made after the closure, totaling €1,191.
I am available to provide Casino Guru with my entire transaction history and any additional documentation needed to verify the requested amount.
Thank you for your input and assistance in resolving the complaint.
Automatic translation:
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Public
8 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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Public
8 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BassBet Casino.
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 in the form of a screenshot or original email? Please share the information with timestamps 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?
- Could you please explain under which circumstances your account was reopened and when?
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
