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Hello Casino Guru Team,

I've attached the text of my last email to BassBet Support from August 12, 2025. It basically contains everything I need to know. I haven't received a response from BassBet yet. I sent the same email again on August 13, 2025, and I also received no response. Is it worth pursuing this, or have I just been unlucky? I read about a similar case here. Perhaps there's a settlement.

Thank you and best regards

Kerstin *****

Hallo Casino Guru Team,

im Anhang habe ich den Text meiner letzten Mail vom 12.08.2025 an den BassBet Support angehangen. Darin steht eigentlich alles Wesentliche drin. Habe noch keine Antwort von BassBet bekommen. Am 13.08.2025 habe ich die gleiche Mail nochmal gesendet, auch keine Reaktion. Lohnt es sich hier am Ball zu bleiben oder habe ich einfach Pech gehabt? Habe hier von einem ähnlichen Fall gelesen. Vielleicht gibt es ja eine Einigung.

Danke und viele Grüße

Kerstin *****

Hello,

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.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please share your self-exclusion requests from April 6th and April 11th with me? Please share the information with my email at tomas@casino.guru
• Could you please advise when the last time the casino allowed you to deposit?
• Is any balance currently withheld on your account?
• Would you be able to share any communication from the casino regarding your account or the refund you requested?

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,

Tomas

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.

Hello,

I have sent all requested information to tomas@casino.guru sent.

Best regards

Kerstin

Hallo,

ich habe alle angeforderten Informationen an tomas@casino.guru gesendet.

Beste Grüße

Kerstin

Thank you very much for providing the necessary information. 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.

Hello Tanara77, 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.

Thank you for your patience and cooperation in advance.

Dear all,

Thank you for bringing our attention to this matter and allowing us to participate.

We will carefully examine the case and post a reply once we have gathered all the needed information.

Your patience is much appreciated.

Kind regards,

BassBet Casino

Dear Tanara77,

We hope you are well.

We want to inform you that your case was raised with relevant department and is currently being reviewed. Once a decision is made, we will post an update.

Thank you for your patience.

Kind regards,

BassBet Casino

Dear Tanara77,

Thank you for your patience so far.

Our team will require a bit more time to carefully review the matter. Please bear with us just a bit longer, we will post a reply once a decision is made.

Kind regards,

BassBet Casino

Dear BassBet Casino, unfortunately I am unable to keep prolonging the timers indefinitely. If you could at least share some information with me via e-mail at matej.l@casino.guru and tell me what seems to be the problem, that would be much appreciated. Thank you.

Dear Matej,

We've sent you an email with more details regarding the current situation.

We are grateful for allowing us the time to carefully examine the matter.

Kind regards,

BassBet Casino

Unfortunately, the e-mail consisted of the same "we are investigating the issue" message. If you can share at least some details about the current situation, that would be much appreciated.

Hello Matej,

We've sent you a follow-up containing more details regarding the case.

We would appreciate allowing us a bit more time to examine the case so we can come up with a fair solution for the complainant.

Thank you all for the patience and understanding.

Kind regards,

BassBet Casino

Due to the good standing of the casino and their usual promptness and willingness to deal with the complaints, I am prolonging the timer for the last time. Afterwards, I will have to escalate this matter higher up, as this is unprecedented situation with BassBet Casino.

BassBet just sent me an email and offered me a settlement (5000 euros).

Should I accept the offer?

Thank you for your advice

Kerstin

BassBet hat mir soeben eine Mail geschickt und mir ein Vergleich angeboten (5000,-Euro).

Soll ich das Angebot annehmen?

Vielen Dank für Ihren Rat

Kerstin

Dear CasinoGuru team,

We kindly ask you to review the latest update and extend the timer.

Kind regards,

BassBet Team

Dear BassBet Casino, I am extending the timer and escalating this complaint to the management.

I didn't accept the casino's settlement because it wasn't proportionate in this case. The casino received a detailed explanation via email.

Ich habe den Vergleich des Casinos nicht angenommen, da es nicht in diesem Fall verhaltnismäßig ist. Eine ausführliche Erklärung hat das Casino per Mail erhalten.

Dear Tanara77,

Thank you for bringing our attention to this detail.

We noticed you mentioned : "The casino received a detailed explanation via email."  We would like to clarify that we never received such email.

We kindly request you to please resend it to us at support@bassbet.com.

Your cooperation is greatly appreciated.

Kind regards,

BassBet Team

I have sent the email again to

support@bassbet.com

The first email went to Complaints Bassbet, as the offer/comparison was also sent to me from this email address.

Best regards

Kerstin

Habe die Mail nochmals gesendet an

support@bassbet.com

Die erste Mail ging an Complaints Bassbet, da von dieser Mailadresse auch das Angebot /Vergleich an mich geschickt wurde.

Mit freundlichen Grüßen

Kerstin

I have forwarded the player's message to support@bassbet.com just in case.

Dear BassBet Casino, does your system send automatic messages with ID number after receiving a message?

I haven't heard anything from Bassbet yet. Why do they always wait until the timer is almost up?

I also have no confirmation that the email I sent three times has finally arrived.

Habe bis jetzt noch nichts wieder von Bassbet gehört. Warum wird jedes mal gewartet bis der Timer fast abgelaufen ist?

Habe auch keine Bestätigung, dass die Mail, welche ich 3 x gesendet habe, nun endlich angekommen ist.

Dear all,

Thank you for your cooperation.

We received the complainant's response and have forwarded it for further review.

We will reevaluate our settlement offer and send a new one as soon as the case is thoroughly reviewed by the relevant team. Please allow us just a bit more time so we can achieve a favourable resolution.

Your patience is greatly appreciated.

Kind regards,

BassBet Casino

Dear BassBet Casino, please CC me (matej.l@casino.guru) into the conversation, in case there are more issues with sending and receiving e-mails. Thank you.

The casino made me a new settlement offer, which I accepted. As soon as the money is credited to my account, I will report the case as resolved.

Das Casino hat mir ein neues Vergleichsangebot gemacht, welches ich angenommen habe. Sobald das Geld auf meinem Konto eingegangen ist, werde ich den Fall es gelöst melden.

I am glad to hear that! Please can you let me know what was the amount, so I can update our internal notes? Thank you.

Dear BassBet Casino, please let us know once the payment has been processed on your end.

Dear All,

We would like to inform you that the €8,000 refund has been initiated today. The transaction is expected to be completed on our side within the same day, however, depending on the player’s bank, it may still take a few additional business days before the funds appear in the account.

We would kindly appreciate it if the player could confirm once the amount has been received.

Thank you very much for the cooperation.

Best regards,

BassBet Casino Team

I would like to thank the both sides for the confirmation and I am really happy you have managed to settle this complaint satisfactorily.

Dear Tanara77, since the casino confirmed payment processing on their end, I will now swap the timer towards yourself. Please, let us know once you receive the refund, so I can close this complaint as resolved. Thank you very much!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tanara77,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej