Bass Win Casino - Pelaajan voitot on takavarikoitu.

I won 29048 from cashback, and now they are refusing to pay and took the funds away from account due to an alleged spin that happened two days prior to me accepting the cashback. My winnings were legitimate and I am being robbed.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Our position towards max bet is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history in Excel format together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Veronika

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All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Veronica,

Thanks for getting back to me.

The alleged bonus happened on 16th July, however as far as I was aware this bonus was spent and I was not informed I was playing with any bonus money when I started playing. I am really unhappy about this and legitimately feel I am being done out of my winnings here.

I will download a copy of the game history in excel format and send this over to you in a bit. Thanks for this and I’m hopeful we can get this resolved.

Hi Veronica. Further to the above, my complaint is also the fact I was unaware I was playing with bonus funds. I believe this is incorrect as there was no active bonus at the time of my wins. What do I need to do?

Please note that we will only be able to verify whether you were playing with a bonus at that time by reviewing your gaming history. Have you requested this information from the casino via email? The document should be in Excel format and include all bets you placed on 16 July, when the situation occurred.

Additionally, could you please send me a screenshot of your bonus history, if possible?

Thank you for your cooperation.

Hi Veronika,

I have requested this information on live chat, via email and through my personal manager, who has now informed me that Basswin will not provide this information. Clearly they are hiding something. What can I do next?

Please forward me the communication between you and the casino regarding your request for the gaming history at veronika.f@casino.guru. Thank you for your cooperation.

Thank you, just forwarded you the email thread

Could you please forward me the entire email thread?

From the message you sent me, it’s not clear which specific information the casino is refusing to provide.

Dear BAZBALL2020,

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.

Hi Veronika,

I have emailed the information you requested last week.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello BAZBALL2020,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

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.

Dear BAZBALL2020, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear i mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.