The player from Germany filed a complaint against BassBet Casino for not respecting her self-exclusion and for allowing continued access to her account, despite her request made on November 15, 2025. She sought reimbursement of her lost stakes amounting to €4,580.00, citing that the casino did not possess the necessary license for online gambling in her region. The complaint was reviewed, but assistance was declined as the issue related to licensing regulations beyond the mediator's authority, and the casino's self-exclusion policy placed responsibility on the player to prevent further account use. The complaint was ultimately marked as resolved after the player confirmed the issue was settled.
BassBet Casino - Player's account remains accessible despite self-exclusion.
Resolved
Our verdict
Case closed
Amount: €4,580
BassBet Casino
Safety Index 7.8 Above averageCase summary
Discussion
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3 weeks ago
Translation
Complaint against BassBet Casino regarding the recovery of lost stakes, disregard of my self-exclusion, and continued access to my account.
Dear Casino Guru Team,
I hereby wish to file a complaint against the online casino BassBet Casino.
I participated in online casino games via the website from Germany, specifically from North Rhine-Westphalia, and lost a total of €4,580.00.
To my knowledge, BassBet Casino did not possess the required license to organize or broker online gambling in Germany or North Rhine-Westphalia at the time I participated. A foreign license, for example from Anjouan or another country, does not, in my understanding, authorize the legal offering of online gambling to players in Germany.
For this reason, I consider the gambling contracts concluded with BassBet Casino to be invalid or void under German law. My deposits and lost stakes were therefore without legal basis. I have already requested BassBet Casino to refund my lost stakes amounting to €4,580.00.
Additionally, I would like to explicitly point out that I requested self-exclusion from BassBet Casino via email on November 15, 2025. I subsequently confirmed this self-exclusion in a second email. Despite this clearly stated self-exclusion, my request, in my opinion, was not properly implemented or adequately considered.
What's particularly problematic is that, despite my requested and subsequently confirmed self-exclusion, I still have access to my player account and the gambling offerings of BassBet Casino. In my view, this demonstrates that the self-exclusion has not been effectively implemented and that there remains a risk that I could still play or make deposits.
I see this as a serious violation of player protection. A casino should take self-exclusion seriously and ensure that the player in question has no further access to the gambling offerings and that no further deposits or gaming activities are possible.
I therefore request Casino Guru's assistance in clarifying this case and their mediation with BassBet Casino. The aim of my complaint is the reimbursement of my lost gambling stakes amounting to €4,580.00, as well as an explanation from the casino as to why my self-exclusion of November 15, 2025, which I additionally confirmed via a second email, was not properly respected and why I still have access to my account and/or the gambling services.
I will send proof via upload.
Thank you for your support.
Automatic translation:
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3 weeks 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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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I am sorry to hear about your issues at BassBet Casino.
Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.
If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you.
As regards your self exclusion request, I have read the casino's Responsible Gaming policy and this is what I have found:
Self-exclusion request: You can contact the Support Service Team via e-mail at support@bassbet.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
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,
Attila
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Kora76,
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,
Attila
