BassBet Casino - Player's account remains open despite self-exclusion request.

Hi,

I am submitting this complaint regarding BassBet Casino’s failure to honour multiple self-exclusion and account closure requests, which resulted in $8,021 in losses that should never have occurred. I have repeatedly attempted to resolve this matter directly with BassBet over the past weeks, but they have failed to provide a resolution or even a timeline for anticipated resolution.

For all evidence, I have created one PDF evidence catalogue with links to each file labelled below.

Timeline of Events:

• July 20, 2025 – I emailed BassBet requesting account closure and self-exclusion. (labeled "original request")
• July 21, 2025 – BassBet acknowledged my request and asked me to confirm. I replied the same day: "please proceed with closure." (labeled "acknowledgement part 1"/ "acknowledgement part 2", and my confirmation of account closure labeled "confirmation 1")
• Despite this, my account remained open. Instead of closing it, BassBet sent me promotional bonus offers that they manually opened - not a generic promo. (labeled "promo after exclusion request)
• July 29, 2025 – I again requested closure and self-exclusion by email. No action was taken. (labeled "confirmation 2")
• Aug 22, 2025 – I asked again via live chat and was improperly told to contact a "VIP manager," contrary to their published self-exclusion policy.
• From July 21 to Aug 29, BassBet allowed me to continue gambling and deposit $8,021, despite my clear disclosure of a gambling addiction.
• Aug 28, 2025 – I formally wrote to the Compliance Team requesting permanent closure and a refund of all deposits made after July 21. To which they immediately closed the account without needing "verification" & only then was my account finally closed and self-excluded. (All email screenshots of communication from August 29th can be found labeled "email communications 1" and so on chronoligically.)

Complaint Handling So Far:

• BassBet repeatedly requested additional screenshots and documentation, which I fully provided (including email chains, headers, desktop/mobile screenshots, and a screen recording).
• On Sept 6, 2025, BassBet confirmed my case had been escalated and marked as "high priority."
• Despite this, I received no confirmation of refund. On Sept 10, 2025, I gave BassBet a final courtesy deadline of Sept 11, 2025, at 5:00 PM EEST (10:00 AM EST) to provide confirmation of refund.
• After reconfirming my deadline, BassBet still missed it and responded again with vague stall language, still providing no timeline or resolution.

Breach of Policy & Obligations:

• BassBet’s own rules state that accounts may be closed and self-excluded via email or live chat. I followed this procedure exactly.
• BassBet failed to act on multiple requests, directly enabling further gambling activity and losses.
• Their complaint handling has consisted of repeated delays and vague replies, without any resolution or timeframe.

Requested Resolution:

A refund of $8,021 (net of withdrawals), representing all deposits made after July 21, 2025 - the date my self-exclusion request should have been honoured.

I have attached my full supporting evidence, organized chronologically (emails, screenshots, transaction records, compliance correspondence, and screen recording).

Thank you for your help in resolving this matter.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact — players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Have you specified the reason why you wish to close your account? Please note that we at Casino Guru are able to assist with refund requests due to a failed self-exclusion procedure only in cases where the player has explicitly admitted to suffering from gambling addiction.

In the screenshots you sent me, gambling addiction has not been mentioned so far. If you have any more evidence you can provide, please forward it to me at veronika.f@casino.guru. This could include any chat transcripts, emails, or messages where you explicitly stated that you suffer from a gambling problem and requested self-exclusion.

Without such evidence, we will unfortunately not be able to proceed with your request as a failed self-exclusion case.

Thank you for your cooperation and understanding.

Best regards

Veronika

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Hi! Yes if you take a look again at the information I submitted - it is mentioned twice. Bassbet is also aware this was a self exclusion request & this is a matter of them dragging their feet on confirmation of a resolution.

The screenshots labeled "original request" - I specifically ask for them to self-exclude the account. I also confirm in my second follow-up (also sent to you already) that I would like them close and self-exclude the account. I have emailed both request over to you!

Also to confirm, I have let BassBet know via email that I have opened a case with Casino Guru.

Quick update to make sure your team have all the recent communications. In response to my transparency notice to BassBet on Friday (explaining I was opening a case with you guys), I received another stall message this morning. Their last direct reply (from Nina) again stated that my high-priority case was ‘forwarded for investigation’ and asked for more patience, without providing any timeline or clarity about the delay. To avoid further stalling, I will now leave all communications here on Casino Guru and will not respond privately unless directed by your team.

I also want to note that the term self-exclusion is universally recognized as a responsible gambling tool to address problem gambling. This was confirmed by BassBet itself, since when I repeated the request on August 28, my account was immediately closed under self-exclusion without further clarification required.

No update on timeline from Bassbet as of yet (Sept 18 ). Also just to be completely clear for the record: my request for self-exclusion was made because of my gambling addiction and not honoured in a timely manner.

Update: BassBet has come back saying they will not offer a refund because they claim my account was closed July 29th when I explained I had a gambling addiction. As you can see from the deposits and screenshots it was NOT closed until August 29th. My July 29th ask was completely omitted allowing continued losses and deposits.

I am at a loss here I have kept track of EVERYTHING & they just sent back a response completely misleading the truth. I will forward it to you.

Thank you for your responses. Please note that we need evidence that you explicitly mentioned gambling addiction as your reason for self-exclusion. It is not enough for us to assist you with getting a refund if you asked for "self-exclusion" without specifying that you're suffering from gambling addiction.

Also, kindly specify the last time you were able to log into your account.

Hey Veronika, thanks for the response. I completely agree refunds can not be sought after for just any reason. I realize my original submission was VERY overwhelming - my apologies, there was a lot of information.

To clarify:

• I’ve highlighted and attached the BassBet email that acknowledges they were aware of my self exclusion for gambling problems on July 29th. I am fine to say that the July 21st request was not clear enough on their terms & will align with them that the July 29th email request should have triggered the account closure.
• The last day I could log in was August 28, 2025. That was the day they finally closed my account after I again repeated my self-exclusion request.

For the record, my self-exclusion requests were made because of my gambling addiction. At the time, I used the term ‘self-exclusion,’ which is universally understood in the gambling industry to mean exclusion due to problem gambling. The reason this is so important is because I used that exact phrasing with 10 other online casinos that same day (July 21st) to try and fix my life, and every single one except for BassBet acknowledged immediately and enacted self-exclusion for safety. 

Here is the full timeline simplified:

• July 21st - original self exclusion request
• July 22nd - Confirmation from me to close account
• July 29th - self exclusion request again for gambling addiction (as confirmed in Bassbet's records with the attached screenshot).
• July 29-Aug28th - account remained open
• August 28th - asked again for self exclusion using the same verbiage on July 29th & received immediate account closure.

Hopefully that clears things up!

Could you please explain how it is possible that the casino states your account was immediately closed on July 29, but you mention that your account was closed only on August 29? Could there be a typo in the email you received from the casino?

Have you mentioned responsible gaming issues in any of your conversations with the casino on July 29?

Did the casino ever respond to the email you sent them on that date?

Dear jjones13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.