The player from Germany had requested self-exclusion from the casino on August 6, 2025, yet received bonus offers instead, which led to substantial losses. Despite multiple attempts to close his account, he continued to lose control and sought assistance. The Complaints Team reviewed the communication with the casino but ultimately had to reject the complaint due to the player's lack of response to inquiries.
BassBet Casino - Player's self-exclusion request is ignored.
Closed
Our verdict
Player stopped responding
Amount: €1,500
BassBet Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
Hello...I already asked the casino on August 6, 2025, to close my account via self-exclusion! I included the sentence: "so that I can no longer open it." The response was a bonus offer. Many hundreds of €100 deposits later (September 15, 2025), I wrote that my account had to be closed because I had lost control! On September 17/18, I received another response with a bonus offer. In those three days, I lost at least €800! The number of unclaimed accounts is much higher when you include all the other account closure requests! Is there any way to take action? I would be grateful for any help.
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4 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Dear Andreanders,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
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).
Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
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4 months ago
TranslationThank you for your help,
I've sent the most relevant news to your email! ✊🏻🍀
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4 months ago
Thank you for your emails.
I have reviewed the communication you had with the casino regarding the closure of your account. In August, you mentioned that you wanted to close your account because you had deposited €1,000 and used several bonuses but were unable to accumulate any winnings. The first time you referred to gambling-related harm as the reason for your account closure request was on September 16, when you stated that you had lost control.
Could you please confirm whether the casino responded to that message in any way? Has your account been closed in the meantime? If so, please specify when exactly the casino closed it.
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4 months ago
Dear Andreanders,
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.
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4 months ago
TranslationHello again,
Well, I've checked it several times...my history ends on September 10th...from that date until September 26th, I haven't received any emails from bassbet, it seems.
I'm happy to send you the email from September 26th... I'm annoyed because I'm sure I requested self-exclusion much earlier than I could prove it! I've probably deleted the history several times already 😕! At first, I communicated much more extensively... but at some point, I felt like I was only talking to bots... so I became more sparing with my writing... and yes, it's now closed, but it can be reopened at any time within a minute. I wrote emails explaining why I meant self-exclusion and also mentioning the difficult situation I find myself in. I've been in daily contact with customer service, and the whole thing is probably even legal... But anyone would have known that there was no longer any control. Of course, people like to hide in some loophole and rub their hands together 😒
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4 months ago
TranslationWhen I recently mentioned that I had contacted you, the account was closed for the first time, and it can't be easily reopened upon request... I'm wondering why it couldn't have been done this way in the first place; I could have saved myself so much money.
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4 months ago
Thank you for your email. I can see that the casino sent you a promotional offer on September 26. Have the customer support agents responded to your message from September 16 in any way?
You also haven’t yet specified when exactly your account was blocked. If you have any additional communication with the casino regarding your account closure requests, please forward it to me at veronika.f@casino.guru.
