BassBet Casino - Pelaajan tiliä ei suljettu pyynnön mukaisesti.

Dear Casino Guru Complaints Team,

I would like to formally submit a complaint against BassBet Casino regarding their failure to comply with my request to permanently close my gambling account, despite being informed of my gambling addiction.

Several months ago, I explicitly notified BassBet Casino that I was suffering from a gambling addiction and that I was undergoing therapy at that time. Based on this, I formally requested the permanent deletion and closure of my account. This request was made clearly and can be proven with written correspondence.

Despite this, BassBet Casino kept my account active and continued to send me promotional and bonus emails. This behavior directly contradicted my self-exclusion request and, in my view, constitutes a serious breach of responsible gambling obligations.

As a direct result of their failure to close my account and their continued marketing communication, I suffered financial losses of approximately 2,000 EUR.

I am in possession of screenshots and email correspondence showing:

my request for account deletion due to gambling addiction,

confirmation from BassBet Casino that my account had been deleted,

and continued receipt of promotional and bonus emails afterward.

I have contacted BassBet Casino to request a refund of the losses incurred due to their non-compliance, but I am submitting this complaint to Casino Guru to seek independent mediation and assistance in resolving this matter fairly.

I am willing to provide all supporting evidence upon request and hope for your assistance in helping reach an appropriate resolution.

Thank you for your time and support.

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Mofad911,

thank you for submitting your complaint.

After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.

Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings BassBet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@bassbet.com (you can include me in the copy at attila.g@casino.guru) and keep me informed about any further developments.

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,

Attila

Dear Mr Attila,

I have re-sent the email of self exclusion again and included you. I am pretty sure i have mentioned it before to bassbet as a reason for my closing account. Please let me know how else it would help to cover the losses. Thank you

Dear Mofad911, thank you for your reply. Have you received any response from the casino? Do you still have access to your account?

If you have any evidence of prior mention of gambling problems to BassBet Casino, I would greatly appreciate it if you could kindly share that information.

Thank you for your patience and cooperation.

I got a reply of closing my account, i have no access to my account now but i still receive promotion emails 😕. I am sure i informed them before but i try to delete any gambling related emails for my protection of relapsing. Is it possible to refund from the casino?

Dear Mofad911,

Thank you for your response. Regrettably, we can only proceed with refund requests to the casino if you are able to provide evidence of your initial self-exclusion request. Without any documentation, it would be exceedingly difficult to address the matter with the casino.

If there is anything else we can assist you with, please feel free to reach out. Otherwise, we will need to close this complaint.

Thank you for your understanding.

Best regards,

Attila

Dear Mofad911,

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.

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,
Attila
Casino.Guru