The player from Germany had requested a permanent self-exclusion due to gambling addiction, but his account remained active despite the request. He continued to lose money, and the casino did not adhere to their stated 24-hour closure policy. The Complaints Team intervened, confirming that the player was eligible for a refund of €3,360, which was eventually processed by the casino. The player received the full refund amount, resolving the complaint satisfactorily.
BassBet Casino - Player’s self-exclusion request is ignored.
Resolved
Our verdict
Case closed
Amount: €3,360
BassBet Casino
Safety Index:HighCase summary
Discussion
Public
Public
5 months ago
Translation
Despite receiving an email requesting self-exclusion, my account was not closed. I explicitly mentioned my gambling addiction in the self-exclusion email and, when asked about the duration, requested that it be closed permanently. This didn't happen, and so I continued to lose money. The terms and conditions clearly state that the account will be closed within 24 hours, but this didn't happen.
Automatic translation:
Public
Public
5 months 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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear Clown70,
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.
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please share your self-exclusion email with me? Please forward the message to my email at katarina.d@casino.guru.
- Could you please advise when was the last time the casino allowed you to deposit?
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,
Katarina
Public
Public
5 months ago
TranslationYes, we corresponded again afterward, asking if I only wanted a temporary exclusion. I then asked for a permanent exclusion. I can still deposit money without any restrictions.
Automatic translation:
Public
Public
4 months ago
TranslationThe account was still open even though I explicitly mentioned my gambling addiction! I continued to receive ads and lost money again.
Automatic translation:
Public
Public
4 months ago
Dear Clown70,
thank you for your reply and your email.
Has this been the only self exclusion request you have submitted?
Have you talked to a live chat once you learned your self exclusion was not granted?
Could you please forward all communications you have had with this casino regarding this matter to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
Public
Public
4 months ago
TranslationHello Katarina,
I just sent you an email.
Thank you
Automatic translation:
Public
Public
4 months ago
Thank you very much, Clown70, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) 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
4 months 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.
Public
Public
4 months ago
Hello Clown70, 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.
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 self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
I would also like to ask for marketing communication to be stopped, as it seems like the player is still receiving cashback offers from the casino, despite the previous self-exclusion requests.
Thank you for your patience and cooperation in advance.
Public
Public
4 months ago
Dear Clown70
Your account has been successfully closed as of 15.10, and we can confirm that you have been removed from all marketing campaigns to ensure no further communications are sent.
If you have any questions or require further assistance, please don’t hesitate to reach out.
Kind regards,
BassBet Casino Team
Public
Public
4 months ago
I would like to thank the BassBet Casino for a quick response and closing the account.
Could you please confirm it has been closed permanently, with no option for reopening, and the player has been added to your database of addicts, so it will be impossible to re-register using the same credentials?
Lastly, I would like to ask if any balance has been confiscated upon account closure, and if you could send me player's cashier history showing both deposits and withdrawals, from 30th September until the account closure, to matej.l@casino.guru. This way we can check whether the player is eligible for any refund. Thank you.
Public
Public
4 months ago
Dear Casino Guru,
We confirm that the user’s account has been permanently closed.
Regarding the cashier’s history, we are awaiting information from the relevant department.
We will email you the details as soon as we receive them.
Kind regards,
BassBet Casino Team
Public
Public
4 months ago
TranslationGood day,
Matej from Casino Guru. I would like to inquire whether you have received all the documents from Bassbet yet? Furthermore, I would also like to thank Bassbet for finally managing to close the account and for not receiving any further emails from them since.
Automatic translation:
Public
Public
4 months ago
Dear All,
We are still awaiting the cashier’s history, as this process takes some time.
Please rest assured that we are actively working on your request and will get back to you as soon as we receive the information.
Kind regards,
BassBet Casino Team
Public
Public
4 months ago
TranslationOkay, thank you very much for the feedback.
Automatic translation:
Public
Public
4 months ago
Dear BassBet Casino Team, I would like to ask for a speedier resolution, as extracting the cashier history from the system is a task for couple of minutes. Thank you.
Public
Public
3 months ago
Dear All,
Unfortunately, we are still awaiting for cashier history and will need a little more time.
Thank you for your understanding.
Kind Regards,
BassBet Casino Team
Public
Public
3 months ago
Dear BassBet Casino, as we have been waiting for the cashier history for nearly a month now, and these delays in replies seems to be an ongoing issue, I am forced to take this to our next internal meeting for discussion regarding re-review of the casino's safety rating and further communication. Thank you for your understanding.
Public
Public
3 months ago
Dear Matej,
The player’s cashier history has been sent via email.
Kind Regards,
BassBet Casino Team
Public
Public
3 months ago
TranslationGood day,
Dear Bassbet Team, contrary to your message from three weeks ago – "and we can confirm that you have been removed from all marketing campaigns to ensure that no further communications are sent" – I received another promotional email from you in my inbox today. I request once again – please remove me from all marketing mailing lists.
Best regards
Automatic translation:
Public
Public
3 months ago
Dear BassBet Casino, not only I have not yet received any message, the player is still receiving marketing e-mails despite your previous confirmation of self-exclusion. I would like to ask for instant action, as this is now becoming a huge concern, and I had to forward this issue higher up, to be discussed with the casino management.
Public
Public
3 months ago
Dear Matej,
We have emailed you a screenshot confirming that the information was sent to the customer.
The customer should forward it to you.
Regarding the player’s marketing settings, they are turned off, and we have escalated this matter to the relevant department for further review.
Kind Regards,
BassBet Casino Team
Public
Public
3 months ago
TranslationDear Bassbet Team,
First, I would like to point out that the email did not contain any request to forward it. Furthermore, it should be noted that Mr. Matej explicitly asked for the cash register history to be sent to him, not to me. (For the sake of saving time, I have now forwarded it to Mr. Matej myself.)
With kind regards
Automatic translation:
Public
Public
3 months ago
Translation
Dear Ladies and Gentlemen of Bassbet Casino, dear Mr. Matej,
I just received this email. I would like to point out that I had already requested my account be blocked via chat. I know the casino has the chat history – this is simply to demonstrate that, despite my best efforts, I was constantly encouraged to continue playing. Mr. Matej, if you look at my deposit history, you will see that my deposit behavior demonstrates highly addictive behavior. I know you place great importance on the explicit use of the term "gambling addiction" when contacting support and requesting account closure (which I attempted, albeit without the word "gambling addiction") – but as this further email unfortunately demonstrates, player protection is, sadly (at least for me), completely nonexistent (on the contrary, attempts were/are being made to further encourage me to gamble). An account suspension immediately (or within 24 hours, as described in the terms and conditions, explicitly without requiring me to disclose any potential addiction, but simply to request that my account be suspended) would have saved me many thousands of euros. I understand that every player bears a significant degree of personal responsibility – but especially for a company that generates its revenue from an addictive substance (and advertises "player protection is important to us"), their handling of my case (at least in my case) is more than questionable/addictive. Therefore, I ask you to carefully review my transaction history, particularly the times (I have already forwarded the email containing this information), and consider it in the context of this thread. If even a well-known name in the casino world (I'm referring to Casinoguru.com) can't manage to remove my email address from their mailing list, do you really think I, as a player, can manage to close my account without being constantly tempted to play, even after I've explicitly requested account closure? Therefore, with this message, I am requesting once again, and hopefully for the last time, that I no longer receive any promotional emails from Bassbet Casino.
Thank you
Automatic translation:
Public
Public
3 months ago
To ensure information does not get lost in a wall of text, I will address each party in a separate message.
Dear Clown70, thank you very much for forwarding me the cashier history. It was very helpful and I have uploaded it amongst the rest of the evidence for this case.
You are correct regarding our strong emphasis on gambling addiction being clearly mentioned as a reason for an account closure. During a regular closure, it is assumed the player is in full possession of their faculties, can make rational decisions and is able to simply stop playing, depositing and engaging with the casino at will. Such account can even be reopened, if the player changes their mind later on. If the casino is not made aware of the gambling problem, they have no way of knowing that offering a bonus to entice the player into stay is actually problematic. Since at Casino Guru, we want to be transparent and fair towards the players and casinos as well, we require the players to clearly state gambling addiction, to limit any kind of misunderstanding.
Regarding the account closure, nowhere in the BassBet's T&C or Responsible Gambling page it is stated the account will be closed within 24 hours. Also, during the self-exclusion some internal checks must be made and procedures followed, so instant account closure is impossible even in the best of cases. However, at Casino Guru we have our own internal process to determine the "reasonable time" for self-exclusion and account closure. I can't share the details, but after checking your cashier history, you have deposited 3,360 EUR during the time we believe the account should have been closed. I have amended the disputed amount you have entered when lodging the complaint, to reflect this. I will also request the casino to refund this amount, if this complaint is to be resolved successfully.
Lastly, since you are still receiving marketing messages, I would like to ask you to see if it is possible to log into your account as well. If the marketing communication has not been disabled, I wonder now if anything has been done about your account at all. However, please do not attempt to log back in alone. Have a friend or a family member at your side. Simply to make sure if the account is still open, you will have someone to help you to log out without depositing more money. And if the account is still open, I would suggest having the other person changing your password without telling you what is it, to keep you safe. Thank you.
Public
Public
3 months ago
Dear BassBet Casino, according to the evidence provided by the player, it seems like this case is still being mishandled in more than one way on your end.
The player is still receiving marketing messages, despite your reassurance that this has been turned off, and later fixed again. I would strongly recommend ensuring the e-mail and/or phone communication cease ASAP, to avoid further issues.
Due to the late self-exclusion and according to the cashier history provided, we believe the player was able to deposit 3,360 EUR during the time the account should have been closed, and therefore I would like to ask if you will be willing to refund this amount back to the player.
Also, going forward I will be using shortened timers for your responses. It seems like this case is being needlessly dragged out, and most of the responses are being sent at the last possible moment, which is not something I would expect from a good partner like yourselves. If there are some internal issues, or anything I should know about or can help with, you can always contact me directly at matej.l@casino.guru. But since the BassBet Casino is being showcased at Casino Guru as a good place to have fun gambling, I would like to ask for speedier resolution of the complaints, to ensure keeping up the high reputation you and us are trying to build within the community. Thank you for your understanding.
Sensitive attachment
Sensitive attachment
3 months ago
TranslationDear Mr. Matej,
Please excuse the long message. I was a bit upset yesterday due to the repeated email contact. I'm sending you a screenshot showing the current status of my account.
Thanks so much
Automatic translation:
Public
Public
3 months ago
No worries dear Clown70, I understand. I also don't mind long messages as it is always better to have more information than less. I am happy that if nothing else, at least the account has been closed properly. This case has also been escalated on my end, so we'll see what can be done about this issue (hopefully) soon.
Public
Public
3 months ago
Dear Clown70,
We have contacted you privately via email to request the necessary details in order to proceed with your refund.
Kind Regards,
BassBet Casino Team
Public
Public
3 months ago
TranslationDear Bassbet Team - dear Mr. Matej,
I hereby confirm that the "Bassbet Refund Team" has contacted me and that I have provided all the requested information.
Thank you very much, I hope for a smooth continuation of the process.
Best regards
Automatic translation:
Public
Public
3 months ago
Thank you for the confirmation, dear Clown70. By my estimation, you are entitled to a refund of 3,360 EUR. Can you please confirm if this is the amount offered by the casino, or if it is different?
Public
Public
3 months ago
TranslationDear Mr. Matej,
I forwarded my reply to the casino via email – you can also see the casino's text in it. So far, the casino hasn't mentioned an amount, only requested information regarding the refund payment (IBAN, etc.). Therefore, I assume that Bassbet Casino will adhere to the amount mentioned by Casino-Guru.
Best regards
Automatic translation:
Public
Public
3 months ago
Thank you, Clown70. Because I could not see any offer in the casino's message, I hoped you have received a different message with the refund amount stated. No worries. We'll find out soon. :)
Dear BassBet Casino, could you please specify the amount that is to be refunded? Thank you.
Public
Public
3 months ago
TranslationDear Bassbet Casino, dear Mr. Matej,
I hereby confirm that Bassbet Casino intends to refund me the amount of €3360 that you mentioned. I would like to thank you, Mr. Matej, and also Bassbet Casino for this. If the full amount is transferred to me as promised by Bassbet Casino, then my complaint will be fully resolved. I will inform you here upon receipt of the funds.
Thank you
Automatic translation:
Public
Public
3 months ago
Dear Clown70,
We are still processing your refund, but we can assure you that it shouldn’t take long.
Thank you for your patience. We will notify you as soon as the payment has been transferred to your account.
Kind Regards,
BassBet Casino Team
Public
Public
3 months ago
TranslationDear Bassbet Casino,
I will confirm receipt of the payment of €3360.00 once it arrives in my account. Thank you very much!
Automatic translation:
Public
Public
3 months ago
This is great news! Dear Clown70, I will swap the timer your way and once you confirm reception of the refund, the complaint will be closed. Thank you.
Public
Public
3 months ago
TranslationYes, thank you very much, Mr. Matej, and also to Bassbet Casino.
Best regards
Automatic translation:
Public
Public
3 months ago
TranslationThe full amount has just been credited to my account! My complaint is therefore completely resolved.
Thank you!!
Automatic translation:
Public
Public
3 months ago
Dear Clown70,
I am very happy to hear that your issue has been resolved, and would like to thank BassBet Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.
Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Matej
Casino.Guru
