BassBet Casino - Player’s account is closed and withdrawals are confiscated.

I play at "Bassbet" casino and at 13 other casinos belonging to the same company. I have a single account in my name at each casino. On January 16th, I requested a withdrawal of approximately €45 from each casino (13 in total, more than €500 approximately), and they held the withdrawal. Then they blocked my access to the casinos and canceled the withdrawals.

I have not violated any of their Terms and Conditions with the strategy I used. I play on "Bonus Crab" and in live casino games (bj, roulette, baccarat).

I have made several previous withdrawals at these casinos, but they refuse to give me an explanation as to why they closed my accounts.

I want the money that's inside.

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.

Dear crixuss123,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

Could you please confirm whether all 13 casino accounts have been blocked, or only some of them?

• Have you ever made successful withdrawals from these casinos before?
• Did you successfully complete the KYC verification process at all of the casinos?
• Did you play the Bonus Crab promotion at all 13 casinos, or only at some of them?
• Did the casinos provide any explanation or reason for closing your accounts?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Could you confirm if all 13 casino accounts have been blocked or only some of them?

All

Have you ever made successful withdrawals from these casinos?

I have withdrawn from all of them

Did you successfully complete the KYC verification process at all casinos?

None

Did you participate in the Bonus Crab promotion at all 13 casinos or only at some of them?

It's a casino game, not a promotion

Did the casinos give them any explanation or reason for closing their accounts?

Nothing, I just used a strategy which consisted of playing in one casino and in the other casinos betting that I would win the stuffed animal; sometimes I won, sometimes I lost.

Dear crixuss123,

Thank you very much for your reply.

I would just like to clarify a few additional points.

• Could you please explain your strategy in more detail? What exactly do you mean by "playing in one casino and betting in other casinos that you would win the plush toy"?
• Were you using the same strategy across all 13 casinos?
• Could you please send me any communication you have received from the casinos regarding the account closures or canceled withdrawals? You can send it to karla.m@casino.guru or attach it directly to this complaint thread.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

The game allows you to perform two actions: the first is to play, trying to win the plush toy; the second is to bet on the player that they are winning the plush toy. If they win, you win 1.5 times your bet. In one casino, I would try to win the plush toy, and in other casinos, I would bet on who would win the plush toy at the casino I was playing at.

All this respecting the casinos' Terms and Conditions (1 account in my name per casino)

I'm sending you the emails

Dear crixuss123,

Thank you very much for your clarification.

I would just like to clarify one additional point.

Were all 13 casino accounts registered using the same personal information, such as your name, address, email address, and payment method?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Were all 13 casino accounts registered using the same personal information, such as your name, address, email address, and payment method?

Yes, the same real details under my name, the payment method is by cryptocurrency, the cryptocurrency address may vary depending on which one you use to deposit.

Dear crixuss123,

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 L., (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,

Karla Mayfly

Dear crixuss123,

We have reviewed this complaint together with your other complaints concerning the same activity across several casinos within the group.

In your earlier complaints, you confirmed that you played the same games simultaneously through accounts at several of these casinos. At that stage, this information already raised concerns, but it did not explain precisely how the activity was conducted. We therefore continued investigating and requested further evidence from the casinos. In all of these cases however, the casinos were unable to supply the requested evidence - we therefore remained on your side and argued in your favor, as we believe the casinos should absolutely be able to prove any player's wrongdoing when penalizing them.

In the newest batch of complaints, you however provided a more detailed explanation. You confirmed that while attempting to win the "plush toy" through one casino, you simultaneously placed bets through other casinos on whether that same attempt would succeed.

Considering these statements together, we now have sufficient information to assess the strategy. You were placing wagers on an event in which you were personally participating and whose outcome you could directly influence, while coordinating the activity across several casino accounts. This created an unfair advantage and cannot be regarded as ordinary legitimate gameplay.

The fact that you maintained only one account at each casino does not change this conclusion. The issue is not conventional multi-accounting, but the coordinated use of accounts across several casinos to bet on the outcome of your own gameplay.

We acknowledge that we initially continued investigating the related complaints because the exact nature of the strategy had not been sufficiently established. Your subsequent detailed explanation has now clarified that decisive point. This conclusion therefore applies to this complaint and to the other pending complaints concerning balances confiscated in connection with the same activity.

For these reasons, we consider the account closures and confiscation of the associated balances justified, and the complaints must be rejected.

I am truly sorry that we could not assist you further.