The player from Austria had requested her account to be blocked due to gambling addiction, but despite multiple attempts, it remained unblocked, leading to losses of €720. She had sent four emails without response and could not access chat support. The Complaints Team acknowledged that the casino did not receive her initial self-exclusion request sent on March 16, 2025, and the formal request received on March 26 was not acted upon within the expected timeframe. The casino eventually closed her account on April 15, 2025, and refunded €100 deposited in that time. But the player disputed this, claiming additional deposits had been made after her initial request. The Complaints Team concluded that the casino's actions were in line with their policies, and the player has not shown sufficient effort in self-exclusion process. As such, the complaint was rejected, with no further action to be taken.
BassBet Casino - Player’s account remains unblocked despite requests.
Other
Amount: €620
BassBet Casino
Safety Index 8.0 HighCase summary
Translation
Despite repeated requests to block my account, it remains unblocked. I lost €720, even though I requested a block due to gambling addiction after the first €180. They don't respond to emails, nor can they activate the chat button. I'm simply unavailable! I've already written four emails and demand my money back!
Dear x4wsccrkcd,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
Could you please forward me the account closure requests you sent to the casino, along with the casino's responses if you received any at all? My email address is veronika.f@casino.guru.
Have you double-checked that you typed the correct email address to request self-exclusion from this casino?
Have you ever successfully communicated with customer support?
Have you passed the full KYC verification?
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
Thank you for your emails. To ensure I fully understand your situation, could you please confirm the following:
- Was your first request for self-exclusion made on 16 March, when your daughter contacted the casino through your email address?
- Have you received any responses from the casino regarding any of your emails so far?
- Have you ever successfully communicated with the casino's customer support team via live chat?
- Has the casino ever contacted you in response to your request to close your account?
- Have you completed the full KYC verification process, or have you at least been asked to verify your account?
Translation- Yes, the casino was contacted for the first time on March 16th because my daughter caught me gambling. I was severely addicted to gambling, so luckily she was keeping me under control.
- So far, the casino hasn't responded to any of the emails. They've only sent advertisements.
- It is not possible to click the live chat button or to contact the live chat.
- The casino did not respond to the request for a ban due to gambling addiction, nor did it answer any emails.
- I was neither asked for verification nor did I complete any verification.
Unfortunately, to date, there has been no blocking and no response from the casino.
TranslationTHE CASINO DOES NOT HAVE A VALID LICENSE!!!
Thank you very much, x4wsccrkcd, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello x4wsccrkcd, 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.
After reading through the provided e-mail evidence, I have noticed a lot of issues that needs to be corrected as soon as possible. Although I am not going to excuse the casino's lack of communication, and I believe they should have investigated and closed the account as soon as possible, I will do my best to get you correctly self-excluded from BassBet Casino.
Firstly, in accordance with the casino's responsible gambling section, please send an e-mail to support@bassbet.com with the following text, and CC my e-mail in it too (matej.l@casino.guru):
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings BassBet Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for lifetime.
The reason for my decision is suffering from gambling addiction.
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."
Hopefully this will speed up the process, while waiting for the casino representatives to reply.
When it comes to the refund, I am afraid none of the money is enforceable, since the deposits happened well before the casino has been informed about the gambling addiction. In your first e-mail you have even acknowledged not reading the Terms & Conditions when signing up, and while a lot of local laws have been cited, none is applicable to this case. As far as the law is concerned, you have willingly signed up with the casino, accepted the Terms and Conditions (which also states you are OK with the possibility of losing money) and most importantly the deposits have happened several days before bringing the gambling addiction to the casino's attention. As for being on the gambling blacklist within Curacao, Kahnawake and Malta licenses, unfortunately Anjouan Gaming Authority is a different body operating in different part of the world, and these lists are not being shared amongst each other.
However, if you can confirm any more deposits made into the account since 19th March, or that you have received an e-mail confirmation in the past that being banned in any of the BassBet's sister casinos will automatically exclude you from every other casino as well, then the only thing we can do here is ensure your account gets closed as soon as possible, and the marketing communication ceases as well.
Lastly, BassBet Casino does have a valid licence, just not for Austria, as it is disclosed on the validation seal page:
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 not responding to the self-exclusion request, keeping the account open and clarify the situation? Thank you.
TranslationI, or rather my daughter, informed the casino of my gambling addiction on March 16, 2025, at 5:59 PM, using my registered email address and all my data.
The day before, €120 was deposited. At that time, the casino had no idea about the gambling addiction.
After declaring my gambling addiction, I was allowed to deposit and gamble another €530. The account hasn't been closed yet!
Thank you for the additional information. Was any of that deposited on 19th March or later? If so, I will do my best to get the refund to you, alongside getting the account permanently closed ASAP.
TranslationNo, my daughter had my credit card blocked on March 17.
Why are you asking about March 19th?
TranslationI just lost another €230... THANKS FOR NOTHING... can BassBet please finally block me?
TranslationUpdate: I was able to contact BassBet several times yesterday regarding my desired ban due to gambling addiction and chat with the chat … however, to date, the request for the ban has not been complied with – I have evidence in the form of photos
My account is currently, March 28, 2025, 7:52 a.m., still open.
Dear x4wsccrkcd, have you sent the aforementioned self-exclusion request e-mail as we recommended? I have not received a copy yet. In the meantime, I hope the casino replies ASAP. Thank you.
TranslationThank you for the confirmation!
Dear BassBet Casino could you please urgently respond and close the account as requested?
Translation
My account is still not blocked, but the chat function has been blocked again. Although I was promised a ban, nothing has happened.
How long do you want to continue promoting the casino and providing good reviews?
Bassbet Casino will not block my account, nor will they respond to this request.
DEAR PLAYERS, BE WARNED! NEVER PLAY AT BASSBET!!!!!
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear x4wsccrkcd,
We would like to kindly apologize for the delay and confirm that your account has been permanently closed without the possibility of reopening and receiving advertisements.
We assure you that the verification of your request will be completed as a matter of urgency.
Thank you for your cooperation.
Kind Regards,
BassBet Casino Team
I would like to thank BassBet Casino Team for the account closure and cessation of the advertising communication.
Dear x4wsccrkcd, could you please clarify couple of things for me, so I can see if the issue needs to be investigated further?
After declaring my gambling addiction, I was allowed to deposit and gamble another €530. The account hasn't been closed yet!
No, my daughter had my credit card blocked on March 17.
Casino was informed about your addiction on 16th. When were the additional deposits of the 530€ made, please? At what dates? You have also confirmed your card has been blocked a day after the self-exclusion request, so I am unsure how could you deposit anything.
I just lost another €230... THANKS FOR NOTHING... can BassBet please finally block me?
Was this sum lost from the account balance you still had at the time, or was this some new deposit made while the account was still being opened, please? Thank you.
TranslationI have sent you an email with the list.
I was able to deposit €120 after registering on March 15, 2025. The next day, March 16, 2025, my daughter caught me gambling and immediately sent an email to Bassbet from my registered email address with the subject: GAMBLING ADDICTION. You have already received a copy of this email.
I couldn't resist gambling and lost another €530 the following night.
The following day, my daughter had my card and my bank account blocked.
I then opened a new bank account.
Bassbet has since received several emails requesting a ban and help with gambling addiction. You are also familiar with these emails, as they were sent to you in CC.
Bassbet still didn't block my account - after receiving my new account card from my new bank, I was able to gamble another €230 on the night of March 26, 2025.
My account at Bassbet was open until yesterday!
I have not received a response from Bassbet to any of my emails.
Thank you for the details provided.
Did you register your second account with exactly the same credentials as your first? Or did you have to change any information during the registration (except the bank account, I understand that one was different)?
TranslationI did not register a second time.
I have opened a new bank account with a financial institution, but I only have this one customer account with Bassbet.
However, I used the same data, including my email address, at Nomini Casino and Buran Casino.
Alright. Let's keep other casinos out of this topic, as anything not related to BassBet should be brought up separately in a new complaint.
Do I understand this correctly, that you have opened a new bank account, connected it to your still open account at BassBet, and deposited that way? DId you withdraw anything in the meantime and was those 230€ the last deposit you made before the eventual account closure?
TranslationI don't understand what you mean. You can't link a casino account to a bank account. I have a debit card, and I can use it to make deposits. I made the first deposits up to and including March 17 with my debit card before Mastercard blocked it. I was able to make additional deposits of €230 on March 26 with my new debit card as normal, as the casino hadn't complied with my request to block my account due to gambling addiction. And yes, every email I sent repeatedly referred to an urgent block due to a diagnosed gambling addiction!
Thank you for clearing it up for me. I have been through the evidence you provided, e-mail messages and this thread once again to ensure I have the details in order, and here is the summary:
Since you have informed the casino about the gambling addiction on 16th March and due to the casinos having internal policies and checks to complete when closing the account, alongside dealing with dozens of messages and other player issues, we have to give them a reasonable period to comply with the request for any account closure or self-exclusion. It is not ideal, but sadly for now that is the industry standard. As the bulk of your deposits is within hours of the request, anything deposited on 16th or 17th of March in not enforceable. This is because in such case anyone could open an account in the casino, deposit money, lose them all within few hours, then claim being addicted to gambling and getting back all the deposits, which is classed as "self-exclusion abuse" or "risk free betting". I am not saying this is your case, just explaining why we can't ask for any refunds from that time period.
However, as the request has not been adhered to within the reasonable time period, we believe BassBet Casino should refund the deposits from 26th March, which is 230€ in total, according to your previous messages and e-mails.
I would like to ask the BassBet Casino Team to let us know if you agree with this solution, and if you will refund the above mentioned amount to the player's account.
TranslationThe casino offered me €100 as a goodwill gesture via email. Unfortunately, they don't seem to be responding.
TranslationI'll go straight to the full €230... because I don't think they'll transfer anything anyway.
Dear x4wsccrkcd,
We would kindly request to provide us your bank details requested via email in order to proceed with the payment.
Thank you for your cooperation.
Kind Regards,
BassBet Casino Team
TranslationThis was verifiably completed two days ago. You've already received several emails!
Dear BassBet Casino Team, can you confirm once the refund request has been processed on your end, please?
TranslationI haven't received any money yet. This may take some time.
TranslationAs of today, April 14, 2025, 1:00 PM, no money has yet been credited to my account!
Translation
I find this email an absolute disgrace!!!
Dear BassBet Casino Team, can you please double-check the marketing communication and the account closure settings, as you have confirmed two weeks ago the player will not receive any more communication from the casino?
Dear x4wsccrkcd,
We are pleased to inform you that your payment has been successfully completed.
Thank you for your cooperation.
Kind Regards,
BassBet Casino Team
Dear all
Thank you for your patience.
Kindly be informed that the customer had deposited only 100 euro after the 24 hours period had passed , after self exclusion was requested therefor only 100 euro was returned back.
Best Regards
BassBet Team
TranslationI can prove this with my screenshots! I'm now emailing them to BassBet!
The request to block the account and the notification of gambling addiction (even in the subject line) were already sent on March 16, 2025 at 5:59 PM!!!!
After that, you actually allowed deposits totaling over €800. Most notably, on March 26, you allowed €230!
Strangely, you can answer emails within minutes, but you haven't been able to respond to the email about gambling addiction for three weeks? A very questionable approach!
It's clear that BassBet Casino exploited gambling addiction! I also have screenshots of the message in the chat! However, I was only able to chat with them via my daughter's cell phone because the chat was blocked for my IP address!
A little reminder/rundown:
- I have gone through the original messages once again. Unfortunately I do not speak German, so I have had to use translator for both of the messages provided by the player. The message from 16th March is a refund request that mentions gambling addiction as a reason for the refund, but unless the translation was incomplete, there is no mentioning of the account closure. Both e-mails are just a refund requests. While I agree that the casino should have pre-emptively suspend the account after the mentioning of the gambling addiction, and inquire further, this is sadly not an industry standard as of yet.
- The first proper self-exclusion has been sent to the casino on 26th March at 16:14, and according to their own terms and conditions, they had up to 24 hours to comply. Therefore anything deposited on 26th March is not enforceable.
- The account has been blocked on 2nd April, which is way before the stated deadline, therefore anything deposited within 27/03 16:14 Austrian time until the account closure should be refunded
Dear BassBet Team and x4wsccrkcd, could you please e-mail me the cashier history since 26th March 2025 until the account closure?
TranslationThat's not true! The casino received the first email on March 16, 2025, at 5:59 PM! The next day, the chat was also contacted. As a result, the live chat was blocked for me.
Why? Because the casino received a ban due to gambling addiction!
Please be honest, why else would a chat suddenly be blocked?
I continually sent emails to the casino for my own protection, and as of April 2, 2025, I received no response from the casino.
Don't get me wrong, but a confirmed gambling addiction, communicated via email or chat, MUST result in an immediate ban. If you have officially reported your gambling addiction to an online casino (e.g., via email or their contact form), but the casino hasn't banned you, this could be a serious violation of player protection laws!
And this isn't the only case involving BassBet. This is their deliberate attempt to collect as much money as possible from the sick player.
In a similar case, the entire amount was repaid!
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear x4wsccrkcd,
We are currently checking your case with the relevant department to help you in the best possible way. Therefore, we kindly ask you for little more patience. We will try are best to share an update at the earliest as possible.
Thank you for already being so patient with us! We really appreciate it.
Best regards,
BassBet team.
Dear Matej,
We would like to inform you that we are looking into your request and you will receive the cashier history as soon as possible.
Thank you for your cooperation!
Kind Regards,
BassBet Casino Team
Thank you for the confirmation, dear BassBet Casino Team. I will wait for the message, then we can take hopefully bring this complaint to a closure in no time. :)
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear all,
We are pleased to inform you that the player's refund has been successfully completed.
Thank you for your cooperation!
Kind Regards,
BassBet Casino Team
TranslationI haven't received an email or any money from Casino BassBet! I have no information regarding this!
Thank you for the confirmation, BassBet Casino Team, much appreciated.
Dear x4wsccrkcd, it can take up to 3 working days to get the money. Please, let me know once you get them, or if nothing arrives to your account by next Tuesday. Thank you.
TranslationAs of today, May 20, 2025, 9:45 PM, no payment has been made or credited to my account.
Thank you for letting me know.
Dear BassBet Casino Team, can you please let us know what's the hold up?
TranslationEven now, May 21, 2025, 5:52 PM, no money has been received in my account.
TranslationI have not received any payment as of today, May 23, 2025, at 6:30 PM.
Dear x4wsccrkcd,
We would like to kindly confirm that your refund has been successfully completed on 15th of April.
Could you please provide us your cashier history to confirm that you still didn't receive the funds?
Thank you for your cooperation!
Kind Regards,
BassBet Casino Team
Thank you for the date confirmation, BassBet Casino Team! Much appreciated
Dear x4wsccrkcd, can you please check your account and confirm whether you have received the refund? Thank you.
TranslationI received €100 in April, but we're talking about a different amount here. And I can prove it!
Dear BassBet Casino Team, could you please clarify on the payment? Are you referring to the 100€ sent in April? According to the latest information, player should have been refunded 230€. That leave 130€ pending. Or did we misunderstand each other and you still consider the 100€ sent a done deal? Thank you.
TranslationI received €100 in April, but the amount is much higher! I can prove the deposits with screenshots, or rather, I already have.
Dear all,
We would like to inform you that we've sent the final offer to the player, which accepted and sent his payment details in order to proceed with the refund.
We would like to kindly confirm that his payment has been successfully completed.
Kind Regards,
BassBet Casino Team
Thanks for keeping me up to date, BassBet Casino Team.
Dear x4wsccrkcd, please let us know once you receive the money, and if you could share the final sum either here (I can privatise the message if needed) or via e-mail at matej.l@casino.guru, so I can adjust the internal notes, that would be much appreciated.
TranslationNo, I only received a refund of €100 and I'm not happy with that!
Thank you for the update!
Dear BassBet Casino Team, can you give us an update on the total sum of the refund and the status of the payment? Thank you.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Matej,
We would like to kindly inform you that the player deposited the sum of 100 EUR after 24 hours since she requested account closure on 26.03.2025 and the refund of it has been successfully completed on 15.04.2025.
Kind Regards,
BassBet Casino Team
TranslationThat's not true! The casino verifiably received the first email requesting self-exclusion and informing me of my gambling addiction on March 16, 2025, at 5:59 PM! The next day, the chat was also contacted. As a result, the live chat was blocked for me.
Why? Because the casino received a ban due to gambling addiction!
Please be honest, why else would a chat suddenly be blocked?
I continually sent emails to the casino for my own protection, and as of April 2, 2025, I received no response from the casino.
Don't get me wrong, but a confirmed gambling addiction, communicated via email or chat, MUST result in an immediate ban. If you have officially reported your gambling addiction to an online casino (e.g., via email or their contact form), but the casino hasn't banned you, this could be a serious violation of player protection laws!
And this isn't the only case involving BassBet. This is their deliberate attempt to collect as much money as possible from the sick player.
In a similar case, the entire amount was repaid!
Dear BassBet Casino Team, can you please confirm reception of the original e-mail from 16th March and why it was not actioned? Thank you.
Dear x4wsccrkcd,
Thank you for your reply.
In order to further investigate your request we would kindly like to ask you to provide us with a screenshot of the first email that you send, as you said on the 16.03 for self exclusion.
Please also attach the ticket ID in order for us to further investigate your case.
Thank you for your understanding and cooperation.
Kind Regards,
BassBet Casino Team
Dear x4wsccrkcd, you have mentioned contacting the live chat a day after sending the request. Do you have a screenshot of you trying to communicate with the agent?
EDIT: Also, did you receive any kind of automated confirmation of the casino receiving the message from 16/03? It usually comes few minutes after sending a message, stating a ticket number in the body of the message.
Dear all,
Please be aware that according to our system, no deposits were made from the 17th March until 26th March.
Therefore, there is nothing else to reimburse.
Kindest Regards,
BassBet.com
Dear x4wsccrkcd, if you can't provide further evidence, I am afraid there is not much else that can be done. I will try to sum up the whole case, explain some details and leave space for additional questions before closing this complaint.
- The first self-exclusion e-mail has been sent on 16th March, but the casino did not receive it. Could be a technical glitch or a server issue. But since you have not contacted the casino further regarding this issue by sending another e-mail or inquire via live chat, I will have to reject this as insufficient effort from your side to get excluded. We always encourage players to inquire about the state of the account closure more than once, and ideally use at least two communication channels (i.e. e-mail and live chat) to ensure account gets closed. Support team consist of people, and they do get overwhelmed by hundreds of messages on a daily basis, and sometimes something may slip by unintentionally.
- Your next message requesting self-exclusion due to gambling addiction - the one that casino received - has been sent on 26th March. According to their own policy, the account should have been closed within 24 hours, which did not happen. Therefore you are entitled for a refund of any and all deposits made between 27th March until 15th April (when the acc got closed), minus any withdrawals and winnings.
- As per the previous message, the casino even checked the cashier history since your original self-exclusion request (the one they did not receive), and confirmed that between 17th March and 15th April you deposited only 100€ - which have been already refunded. Therefore I believe there is nothing more to request.
And in regards of your last post:
The company NovaForge Ltd. also received a request to ban me from all casinos in this group, but they did not comply!
This is not an industry standard and I personally am not aware of any casino owner who would do that, as holding such database by a private company would be a breach of GDPR laws, especially in regards of the EU citizens. After double-checking BassBet's "Responsible Gambling" page, nothing there indicates that getting self-excluded in Bassbet would exclude you automatically from all the other sites owned by NovaForge Ltd. Unfortunately, we do not live in a perfect world, and unless there is specifically stated that excluding in one casino guarantees exclusion in the sister sites as well (there are few like this), you need to exclude from each casino separately.
The total loss in all NovaForge Ltd. casinos is over €4,000‼️‼️‼️
If you believe you are entitled to a refund from other casinos, please feel free to open individual cases against each casino, and we will try to help.
Is there anything else you feel like needs to be addressed, or would like to ask?
Dear x4wsccrkcd,
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.
Translation"The first self-exclusion email was sent on March 16, but the casino did not receive it. There may be a technical error or server issue. However, since you did not contact the casino via email or live chat, I advise you that your exclusion efforts were insufficient. We recommend players check the status of their account closure multiple times and ideally use at least two communication channels (email and live chat) to ensure the account is closed. The support team is comprised of employees who are inundated with hundreds of messages daily, and sometimes something may be inadvertently missed."
This cannot be overlooked by employees, and I must add that employees also received this information via chat before the chat button was deactivated. The chat simply stated that this had to be sent via email. After that, the account was not blocked for 14 days. Deliberately!
Furthermore, I can confirm that NOVAFORGE CASINOS have the same support, regardless of which casino they contact. They don't work independently of each other, but rather with each other and with the same staff.
That's why I was able to gamble away so much money again. NovaForge Casinos are the only casinos where I can register; I'm banned everywhere else.
Yesterday evening I was able to register at a NovaForge Casino and I continue to receive advertising from this group.
In my email, I specifically requested a ban from this group of companies – from all casinos, including Anjouan Gaming – so that I can no longer play. But the warnings via email and text message alone are very triggering – and they know that very well.
I find it very sad and inhumane that the issue of gambling addiction is being treated in this way and that institutions like yours actually support the casinos more.
This cannot be overlooked by employees, and I must add that employees also received this information via chat before the chat button was deactivated. The chat simply stated that this had to be sent via email. After that, the account was not blocked for 14 days. Deliberately!
Indeed. The chat has asked you to follow the Responsible gambling conditions stated on the website and send an e-mail, so they have it in writing you would like to close the account due to the gambling addiction. They just followed their own rules, no deliberation can be seen here.
Furthermore, I can confirm that NOVAFORGE CASINOS have the same support, regardless of which casino they contact. They don't work independently of each other, but rather with each other and with the same staff.
Just because they work in the same office, it does not mean everyone knows everything. At Casino Guru, some of us also work in the office, yet everyone has their own cases they deal with, and even I could not tell you what cases my colleagues are dealing with, as I have enough of my own. NovaForge owns many casinos, but those are operated by different companies. Just because they use the same support agents, doesn't mean we can ignore the rules. Their rules state that each casino operates independently and therefore one needs to exclude themselves from each separately. I agree this is tedious and not user-friendly, but such is the industry standard (that we are trying to slowly change towards the players) and we have to comply.
That's why I was able to gamble away so much money again. NovaForge Casinos are the only casinos where I can register; I'm banned everywhere else.
Yesterday evening I was able to register at a NovaForge Casino and I continue to receive advertising from this group.
In my email, I specifically requested a ban from this group of companies – from all casinos, including Anjouan Gaming – so that I can no longer play. But the warnings via email and text message alone are very triggering – and they know that very well.
Exactly. You register in a casino - you automatically agree with receiving their marketing materials, unless you manually unsubscribe. However, if you are receiving marketing materials from casinos where you are supposed to be excluded due to the gambling addiction, that would be a problem worth investigating.
Since you have a serious gambling problem, I would strongly recommend installing free app BetBlocker (https://betblocker.org/de/) on your mobile and desktop/laptop computer to keep you safe. Have your daughter to set up a password for you (which will ensure you can't uninstall or turn off the app yourself) and it will automatically prevent you from accessing gambling sites - including NovaForge casinos - and I believe this will be great first step towards the recovery.
Next, I would recommend seeking professional help. If you would like, you can e-mail me your town of residence at matej.l@casino.guru, and I will check our comprehensive database of help centres in your vicinity. They can help you fight the addiction either in person, via phone, or e-mails - depends on your preference. Help is available, and you don't have to suffer on your own.
I find it very sad and inhumane that the issue of gambling addiction is being treated in this way and that institutions like yours actually support the casinos more.
I am truly sorry you feel that way. If you check the complaints regarding self-exclusion published on our site, you will see we are actually very stern with the casinos and unless proven otherwise, we always take the player's side.
But as much as we require casinos to adhere to the responsible gambling rules and our Fair Gambling Codex, we also place some responsibility on the players themselves, to keep things fair. We have had too many cases where players knowingly avoid checks and create multiple accounts, use anonymous casinos with no KYC checks and no need to fill out credentials upon registration, to be able to play. After losing money, they claim gambling addiction to get their deposits back. I am not saying this is your case, but because of cases like these, we have to make sure players themselves show sufficient effort in self-excluding themselves.
Since e-mails can get delayed or lost, sending one message (or not clearly stating having gambling issues), is not considered a sufficient effort by us. You could have inquired or sent another message (even multiple messages) to the support, regarding the state of your self-exclusion processing, if you did not receive the response within 48 hours. As much as we have a pro-player stance, we also need to be fair to the both sides of the dispute, which hopefully you can see and accept after the explanation.
Summary: the casino has received the player's self-exclusion request on 26th March, closed the account permanently on 15th April and already has refunded the player 100€ that were deposited in that time, there is nothing more to be done. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
