The player from Austria successfully wins on a slot machine but faces account closure after attempting to withdraw €500 while leaving €3,064.93 in her account. Despite submitting various documents multiple times for verification, she receives no clear responses and continues to be rejected in communications.
BassBet Casino - Player’s account has been closed.
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Current status
Waiting for Casino Guru to reply
2d 8h 44m 48s
BassBet Casino
Safety Index:HighCase summary
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1 week ago
Translation
Hello. I finally won something at a casino for the first time in my life. I had a big hit on a slot machine (Gates of Olympus).
In August 2025, I deposited €400 there. At the beginning of October, I wanted to withdraw €500. I left the remaining €3,064.93 in my account for the time being.
Shortly after that, my account was simply closed.
I tried to get information over 100 times in the chat. I was constantly given the runaround. Luckily, I saved the entire chat history because I already had a bad feeling.
Then various documents were requested, all of which I submitted multiple times and in the best quality.
Selfie, selfie with Bassbet in the background, unredacted credit card statement, a picture of my credit card front and back. Everything!!! Multiple times!!!
I have no idea what else to do. I keep getting rejected in the chat, and nobody answers my emails anyway.
That's an absolute outrage.
Since it was often claimed that my emails had not arrived, I now at least have confirmation here that the documents are available.
I'm asking Casino Guru for help. It's an absolute outrage that a casino like this is even allowed to exist.
I have more evidence. However, I'm not sure if I should upload it here so that only CasinoGuru can see it.
can I?
Automatic translation:
Public
Public
5 days 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
5 days ago
Dear HeliGrilli,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify what day exactly has your account been blocked?
- Did you receive a confirmation that your account has passed the verification before you lost access?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
