The player from Greece reported that Bassbet Casino unjustly reduced his balance from €3,400 to €200 after he completed the wagering requirement on a €40 bonus. He claimed that this removal of €3,300 in winnings occurred without proper notice, despite adhering to the terms. The player intended to escalate the matter to the Anjouan Gaming Board. The issue remained unresolved due to the player's lack of response to the Complaints Team's inquiries, which led to the closure of the complaint.
BassBet Casino - Player's winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €3,200
BassBet Casino
Safety Index:HighCase summary
Discussion
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7 months ago
I received a €40 bonus from Bassbet Casino and played exclusively on Pragmatic Play games. My winnings reached about €3,400, and I fully completed the wagering requirement of €1,600 according to their terms.
After completing the wagering, my account balance was reduced to €200 without any prior notice or proper explanation. This means Bassbet removed €3,300 of legitimate winnings, even though I followed all the stated rules.
I have full evidence, including screenshots of my balance before and after, gameplay history, and the original bonus terms. I have already contacted their support, but I am also bringing this to the attention of the Anjouan Gaming Board.
I request that Bassbet return my rightful winnings.
screenshot link: https://postimg.cc/gallery/XFdgCxY
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7 months ago
Hello,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with BassBet Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- How long have you been a player at this casino, please?
- Have you passed the KYC verification, please?
- Could you please share the downloaded terms of this bonus here in the thread?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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.
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6 months ago
Dear Knst93,
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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6 months ago
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,
Katarina
Casino.Guru
