The player from Germany had attempted self-exclusion multiple times since February 23, 2025, but her account remained active, allowing her to continue playing despite her requests to be blocked. After extensive communication, including multiple requests for closure and a refund of her winnings totaling €3,791.00, the casino eventually contacted her for her account number and processed the refund. The issue was resolved, and the complaint was marked as 'resolved' in the system.
BassBet Casino - Player’s self-exclusion has not been processed.
Resolved
Our verdict
Case closed
Amount: €4,161
BassBet Casino
Safety Index:HighCase summary
Discussion
Public
Public
10 months ago
Translation
I had myself blocked on February 23, 2025 and received a confirmation of receipt. My account was not closed, so I played again and had myself blocked again, but this did not happen either. I have now played again due to addiction, had myself blocked again and I can still play at the moment
Automatic translation:
Public
Public
10 months ago
Dear Kikidoof,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:
Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Could you please clarify if you informed the casino about your gambling problem? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].
Thank you very much in advance.
Best regards,
Kristina
Public
Public
10 months ago
Translation
Hi Kristina, I have forwarded you the emails and confirmations of receipt, including the request for repayment of the money.
Automatic translation:
Public
Public
10 months ago
Translation
Hi dear Guru Team, for your information, I am still not banned from BassBet
Automatic translation:
Public
Public
10 months ago
Translation
Hi, I'm still open and the amount is now almost 3,000 EUR, I wrote again via email and also gave my account details
Automatic translation:
Public
Public
10 months ago
Translation
Unfortunately, the account is still free, despite repeated requests
Automatic translation:
Public
Public
10 months ago
Thank you very much, Kikidoof, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
10 months ago
Hello Kikidoof,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear BassBet Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
Sensitive attachment
Sensitive attachment
10 months ago
Translation
Hi, they admitted that they didn't ban me.
Automatic translation:
Public
Public
10 months ago
Translation
I have now recalculated the payment history since February 24, 2025 and come to a total of 3495 EUR 🫣😬
Automatic translation:
Sensitive attachment
Sensitive attachment
10 months ago
Translation
There is no response again and every time I get the same standard email or no response at all
Automatic translation:
Public
Public
10 months ago
Translation
They have your bank details and credit card plus ID in any case
Automatic translation:
Sensitive attachment
Sensitive attachment
10 months ago
Hi, habe Bassbet noch einmal auf Englisch angeschrieben und noch einmal alle benötigten Dokumente, für die Rückerstattung eingereicht, wie Ausweis, Bankkarte, Kreditkarte und Adressnachweis.
Hello, I've been writing to you since February 23, 2025, stating that my account needs to be closed due to gambling addiction. Nothing has happened, no response; even your live chat has admitted the error. I hereby request that you immediately refund the money I deposited (over €4,000.00) since the requested closure on February 23, 2025. Apart from pre-written emails, I've received no response, and my account is still not closed. Just to be on the safe side, I'm sending you all the documents again. The Paysafecard payment was made from my bank account, and the remainder was paid via my credit card. Sincerely
Sensitive attachment
Sensitive attachment
10 months ago
Translation
Hi Michael,
The casino is trying by all means, I was not a VIP at the time of self-exclusion and it is not stated anywhere that only VIP support is responsible, but
Automatic translation:
Public
Public
10 months ago
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.
Public
Public
10 months ago
Translation
Hi Michael, I'm supposed to write to the management now and my account is still open 
Automatic translation:
Public
Public
10 months ago
Translation
Hi Michael, my account is still not blocked and I don't even get any more confirmations of receipt, as if they had blocked my email.
Automatic translation:
Sensitive attachment
Sensitive attachment
10 months ago
Translation
Nothing further has happened so far 😬
Automatic translation:
Sensitive attachment
Sensitive attachment
10 months ago
Translation
So far only excuses, but no answers
Automatic translation:
Public
Public
10 months ago
Dear all,
Thank you for reaching out!
Please be informed that we are looking into the matter and will provide updates as soon as we have them.
Best regards,
Bassbet team
Public
Public
10 months ago
Translation
Hi Michal, I haven't heard anything yet and my account is still open.
Automatic translation:
Public
Public
10 months ago
Translation
Hi Michal, I didn't persevere and deposited another €140 today. This resulted in a profit, and €500 is now on the payout list. I'm curious whether they'll even pay out this amount, since I self-excluded myself and haven't received any response so far regarding the refund of deposits after self-exclusion.
Automatic translation:
Public
Public
10 months ago
Translation
Hi Michal, did you receive my emails?
Bassbet owes me EUR 3,791.00 due to incompetent employees who are only able to send standardized emails, and my account is still not deactivated despite self-exclusion!
Automatic translation:
Public
Public
10 months ago
Translation
Now I don't even get confirmations of receipt of my last emails
Automatic translation:
Public
Public
10 months ago
Translation
Hi, my account is still not blocked. I'm currently at €4,161 and no one is responding. This casino is insane and supposedly has a high security level? Bassbet is cheating gambling addicts and thus unjustifiably enriching itself.
Automatic translation:
Public
Public
10 months ago
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.
Sensitive attachment
Sensitive attachment
10 months ago
Translation
Hi, just FYI, my account is still open and I haven't received a response via email or refund. Chat can't help either...
Automatic translation:
Public
Public
9 months ago
Translation
Hi Michal, after I deposited 100 EUR again, my account is now being reviewed, but there has been no response from the casino
Automatic translation:
Sensitive attachment
Sensitive attachment
9 months ago
Translation
That just came, once again a delaying tactic
Automatic translation:
Public
Public
9 months ago
Translation
Hi Michal, the casino contacted me and asked for my account number. The refund has already arrived. Thank you very much for your support; the case can be closed.
Automatic translation:
Public
Public
9 months ago
Dear Kikidoof,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V
Casino.Guru
