BassBet Casino - Player's account remains open with delayed withdrawals.

So on Saturday, May 24th, I lost 500 and requested the account to be closed via chat and email. On a couple of occasions, I stated that I had a problem and they told me that I could request a refund and I requested it via email. Yesterday, May 26th, I requested it again. In the end, I lost my temper and deposited an additional 500, only to be told via chat that I would receive a cashback on Monday. I called her today at 8:20 in the morning. The agent told me that the VIP manager would be in touch soon. It is now 5:30 p.m. There is no VIP manager. My account is still open and I have not received the money. I want at least part of the 1,000 back. I lost everything. Please help.

Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BassBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you made sure to unsubscribe from the marketing communication of the casino?
• Could you please share your self-exclusion requests and responses from the casino with me? Please share the information to my email at tomas@casino.guru
• Has the casino responded to your refund request already? What did the casino reply?

If your account hasn't been closed yet, I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings BassBet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to the email of support email (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

The account was opened, I sent a few emails asking for it to be closed, the VIP manager contacted me and gave me a 100 euro bonus, but I lost everything, why won't they close my account and return the money I asked for? I'm very desperate.

Why don't they follow the rules? I've asked them a few times via email since May 24th to close my account and nothing.

They haven't closed my account yet.

Please help me, my account is still open, 6 days have passed since I requested closure.

Thanks for your reply.

I apologize for not replying sooner.

Could you please share your self-exclusion requests sent to the casino with me?

Forward the information to my email at tomas@casino.guru, and if the casino hasn't yet closed your account, please send another self-exclusion request following the template I shared with you earlier, where you include me in the copy of the email.

Looking forward to your reply.

Well, I sent an email on May 24th, I deleted the emails, I sent screenshots yesterday.

Thanks for your reply.

Please understand we may confron the casino about failure to protect you if you provide us with evidence that you informed the casino about suffering from gambling problems in the first place

Be sure to contact Gmail support to request the emails to be restored. Forward the evidence to my email at tomas@casino.guru; otherwise, your complaint cannot proceed.

Dear fghhhhxddd,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru