Bass Win Casino - Pelaajan saldo on takavarikoitu.

I have had my balance confiscated due to placing a bet of over €2.00 with an active bonus. €1290 was taken from my account after I tried to make a withdrawal.

I understand any winnings after placing the bet must be forfeited but cannot see why I should lose it all. I wish to have my balance of €1400 returned to me - this was my balance prior to placing the bet that exceeded €2.00.

I have spoken to their customer service team and they are purposefully being unhelpful. The terms and conditions are clear and Bass win are in breach of it.

Hello uk1440,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bass Win Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• How much was your bet exactly?
• How many bets were over the allowed limit?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thanks for your reply Nick,

please find answers to your questions below:

• the account was verified this morning. They accepted all the documents. I then made a withdrawal, which is when they confiscated €1290.

• in their email, they say the bet which exceeded their T&C’s was worth €50 and this was a losing bet.

• they have not provided details on how many bets. At the time and date which they allege the incident occurred, I had over €1400 in the account.

• I have been emailing them today. They are not very helpful. Making up different reasons which do not align with the terms and conditions. They just ignore my direct questions.

please let me know if you require any further information.

will it be possible to get back my winnings? This is obviously a very dodgy company.

Hello uk1440,

It would be important to know how many bets did you make over the maximum allowed limit.

Can you please forward your full betting history from the casino (if its not possible to download it then request it from the casino directly) to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Dear uk1440,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.