BassBet Casino - Player's account has been reopened without permission.

I have requested to close my account due to gambling addiction on 18.4.2026 and at that time I asked that it never be reopened. Now they opened my account without my request, which caused me to lose €3000. I would like to ask for help to get the lost money back from the casino.

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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.

• When exactly was your account reopened? Was it reopened automatically by the casino, or did you request the reopening yourself?
• How did you discover that you were able to access your account again?
• Have you contacted the casino since then and requested that your account be closed again? If so, how did the casino respond?
• Is your account currently closed, or are you still able to access it?

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

My account was probably reopened on June 12th when I received a marketing email from them. I didn't request the reopening myself, they did it unexpectedly.

I found out when I logged into my account as a victim of marketing.

I have asked them numerous times to close my account again, only yesterday they responded and finally closed it. I will send screenshots of this. Now it is finally closed again.

Thank you for your responses.

Am I correct in understanding that the casino agreed to refund €1,500 to you, but you made deposits totaling €3,000 after your account was reopened on 12 June?

Yes, that's exactly it. So they only agreed to return half.

Dear gamblingproblem92

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, Matej (matej.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

Hello gamblingproblem92, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of BassBet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear player,

Thank you for bringing this to our attention.

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

BassBet Team

Dear player,

Thank you once more for reaching out.

In order for us to proceed with your request, we would kindly ask of you provide us with the following bank account information:

        Full Name (please include all names including middle names):

        E-mail:

        Bank Account’s Owner name:

        IBAN/Account no.

        Bank Name:

        Bank location (Country):

        SWIFT/BIC:

Once we receive this information, we will inform you of the next steps accordingly.

Thank you in advance.

Kind regards,

BassBet Team

Dear BassBet Casino, please could you confirm the player's account has been closed permanently with no option for reopening, player's credentials were blacklisted to prevent re-registering, and all marketing communication has stopped? If you can also confirm once the refund has been processed on your end (could be done all in one message if it suits you), that would be greatly appreciated. Thank you.

Dear everyone,

Thank you for your patience.

Please accept our sincerest apologies for any sentiments of dissatisfaction this situation may have caused and let us reassure you that player's account is permanently closed and they were removed from our marketing list.

We are also happy to inform you that the refund of 1500 EUR has been initiated and sent from our side to the bank details provided above. Kindly note that the other 1500 EUR was already refunded to the player on 22nd of June.

Kind regards,

BassBet Team

I confirm that I have received the payments. Thank you Bassbet.

Dear gamblingproblem92,

I am very happy to hear that your issue has been resolved, and would like to thank BassBet Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru