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I self-excluded from the game in February 2025 and received confirmation with a reference number. After that, I no longer had access to my account.

However, in March 2026, I was contacted again by the casino and was able to access my account, make deposits, and play again. In total, I lost €1,132.

Additionally, I have been registered in the OASIS blocking system since January 2026.

According to my research in

Furthermore, the casino does not have a valid license for Germany.

Despite these circumstances, the casino allowed me to participate in gambling and refers to its own terms and conditions, which it itself has violated (contact and player protection).

Ich habe mich im Februar 2025 selbst vom Spielbetrieb ausgeschlossen und hierzu eine Bestätigung mit Referenznummer erhalten. Danach hatte ich keinen Zugriff mehr auf mein Konto.

Im März 2026 wurde ich jedoch erneut vom Casino beworben und konnte wieder auf mein Konto zugreifen, Einzahlungen tätigen und spielen. Dabei habe ich insgesamt 1.132 € verloren.

Zusätzlich bin ich seit Januar 2026 im OASIS-Sperrsystem registriert.

Nach meinem Recherchen im

Nachgang verfügt das Casino zudem über keine gültige Lizenz für Deutschland.

Trotz dieser Umstände hat mir das Casino die Teilnahme am Glücksspiel ermöglicht und verweist auf ihre eigenen AGBs, gegen die sie aber selbst verstoßen haben (Kontaktaufnahme und Spielerschutz).

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Dear Joshi777,

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

I’m sure that you are aware of the geolocation of OASIS operation:

"The OASIS player blocking system is being introduced in line with the provisions of the State Gambling Agreement (GlüNeuRStV), according to which legal online gambling is allowed throughout Germany."

Since you have chosen a casino without a license, it will be very difficult to resolve this case to your satisfaction.

Have you informed the casino about your gambling problem?

Could you forward me the account closure requests that you sent to the casino and the casino's confirmation? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

Hello Petra,

I have sent them all the information.

Unfortunately, BassBet's support team is deliberately ignoring all my emails, as they know they violate their own terms and conditions. This was indirectly confirmed to me by an employee in a live chat.

Hallo Petra,

ich habe ihnen alle Informationen zukommen lassen.

Der Support von BassBet ignoriert leider sämtliche Emails von mir bewusst, da sie wissen, dass sei gegen ihre eigenen AGBs verstoßen haben. Dies wurde mir bereits indirekt durch einen Mitarbeiter im livechat bestätigt.

Good afternoon Petra,

I wanted to inquire again about the current status of my case, as I have not yet received any feedback.

Unfortunately, the casino's support team has still not responded substantively. The complaint has now been pending for over 10 days. According to the casino's own terms and conditions, a response should be received within this timeframe, so in my opinion, proper processing is not taking place here either.

Against this background, I would be very grateful if you could inform me whether there has already been a response from the casino or what the current processing status is.

Thank you for your support.

Guten Tag Petra,

ich wollte mich erneut nach dem aktuellen Stand meines Falls erkundigen, da ich bislang keine Rückmeldung erhalten habe.

Leider reagiert auch der Support des Casinos weiterhin nicht inhaltlich. Die Beschwerde besteht inzwischen seit über 10 Tagen. Nach den eigenen AGB des Casinos sollte innerhalb dieses Zeitraums eine Antwort erfolgen, sodass aus meiner Sicht auch hier keine ordnungsgemäße Bearbeitung stattfindet.

Vor diesem Hintergrund wäre ich Ihnen sehr dankbar, wenn Sie mir mitteilen könnten, ob bereits eine Rückmeldung des Casinos vorliegt bzw. wie der aktuelle Bearbeitungsstand ist.

Vielen Dank für Ihre Unterstützung.

Dear Joshi777,

Thank you for your reply and for providing the previous details.

Please understand that it is very important for us to have proof that you submitted a self-exclusion request to the casino. This is a key document for our investigation, ideally together with confirmation from the casino or any response you received from them. Would you be able to provide this?

• Do you have any documentation or evidence related to your deposits and gameplay after being contacted in 2026?
• What was the nature of the communication you received from the casino in March 2026 that allowed you to access your account?
• Additionally, could you provide any further communication you had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or upload them directly to the thread.

Thank you again for your cooperation.

Hello Petra,

I will gladly answer any questions you may have.

I will send you screenshots of the deposits via email. I can also attach a payment confirmation as an example.

I've been trying to reach support since April 6th. The live chat only tells me to send an email. I've done this several times, but unfortunately haven't received a concrete response. The last response I received was that I should provide proof of my deposits, which I did today.

After self-excluding from gambling in February 2025, I received a notification in March 2026 that free spins were available in my account. I was very surprised, as I had actually blocked myself from the site due to my gambling addiction and hadn't had access until then. Consequently, I gambled away the specified amount, which really shouldn't have happened. But BassBet triggered me with this promotion. And even on April 15, 2026, long after my account was blocked again and they were aware of my problem, I received another invitation to a VIP program. I'd be happy to send you a screenshot. This is completely unacceptable!

Today, I received confirmation via live chat that there was a system error and the casino mistakenly reopened my account in March 2026. I also have confirmation from support itself, which I'd be happy to send you by email.

I look forward to your feedback!

Hallo Petra,

gerne beantworte ich ihnen ihre Rückfragen.

Screenshots zu den Einzahlungen sende ich ihnen als Email zu. Ebenfalls kann ich eine Zahlungsbestätigung als Beispiel anhängen.

Ich versuche seit dem 06.04. den Support zu erreichen. Im livechat wird nur mitgeteilt, dass ich eine Email senden soll. Das habe ich mehrfach getan, leider keine konkrete Rückantwort erhalten. Die letzte Rückmeldung, war dass ich Nachweise zu meinen Einzahlungen übermitteln soll, das habe ich heute getan.

Nachdem ich mich im Februar 2025 vom Spielen ausgeschlossen habe, bekam ich im März 2026 eine Info, dass mir Freispiele auf meinem Konto zur Verfügung stehen. Ich war sehr verwundert, da ich mich ja wegen meiner Spielsucht eigentlich auf der Seite gesperrt habe und bis dato keine Zugriff hatte. Folglich habe ich den genannten Betrag verspielt, was wirklich nicht hätte sein müssen. Aber BassBet hat mich mit dieser Promotion getriggert. Und auch am 15.04.26, lange nachdem mein Konto wieder gesperrt wurde und sie über mein Problem Bescheid Kenntnis hatten, kam erneut eine Einladung zu einem ViP-Programm. Ich sende ihnen gerne ein Screenshot zu. Das geht gar nicht!

Heute habe ich im Livechat bestätigt bekommen, dass es einen Systemfehler gab und das Casino mir also fälschlicherweise mein Konto im Mörz 2026 wieder eröffnet hat. Ich habe also auch hier eine Bestätigung vom Support selbst, auch das sende ich ihnen gerne als Email.

Ich freue mich auf ihre Rückmeldung !

Hello, is there any news on this case? Were you able to contact the casino?

I haven't received a reply for days…

Hallo, gibt es zu dem Fall Neuigkeiten? Konnten sie das Casino erreichen?

Mir wird seit Tagen nicht mehr geantwortet…

Thank you for the information provided.

However, please understand that the screenshot showing your request was sent to the casino is not sufficient proof that you actually requested self-exclusion during that period. As mediators, we require more substantial evidence.

If we do not have enough information about your self-exclusion request, or at least a confirmation from the casino, we do not have sufficient evidence to proceed with or escalate the case.

Therefore, I would like to ask once again: do you have any more reliable proof that you requested self-exclusion and that the casino responded to your request?

Thank you in advance for your cooperation.

Hello Petra,

I have sent you further information and evidence via email. Please escalate the matter with the casino.

All communication channels with the casino have been blocked for me. They seem to have realized their big mistake.

Thank you.

Hallo Petra,

ich habe ihnen weitere Informationen und Beweise als Email zugesendet. Bitte um Eskalation mit dem Casino.

Mir wurde jegliche Kommunikationskanäle mit dem Casino gesperrt. Sie haben anscheinend von ihrem großen Fehler mitbekommen.

Vielen Dank.

Hello, unfortunately another week has passed and I still haven't received any feedback.

Are they still working on the case?

hallo, leider ist nun erneut eine Woche vergangen und ich habe leider bis heute keine Rückmeldung erhalten.

Bearbeiten sie den Fall noch?

Dear Joshi777,

Please understand that without supporting evidence, it is very difficult for us to proceed with this case. Should you come across any relevant proof in the future, do not hesitate to contact us, and we will be able to reopen your case without delay.

At this stage, we have not received sufficient evidence to confirm that a self-exclusion request for a period longer than three months was submitted. Therefore, we are unable to proceed with the case as a failed self-exclusion claim.

If there is any additional information that may be relevant and has not yet been provided, please let us know.

Unfortunately, after reviewing all available information, we must proceed with rejecting the complaint. We regret that we were not able to assist you further in this matter. However, please do not hesitate to contact us in the future should you encounter any issues with this or any other casino, and we will do our best to help.

Thank you for your understanding.

Kind regards,

Petra