BassBet Casino - A solicitação de autoexclusão do jogador é ignorada.

Despite receiving an email requesting self-exclusion, my account was not closed. I explicitly mentioned my gambling addiction in the self-exclusion email and, when asked about the duration, requested that it be closed permanently. This didn't happen, and so I continued to lose money. The terms and conditions clearly state that the account will be closed within 24 hours, but this didn't happen.

Trotz E-Mail zum Selbstausschluss, wurde mein Konto nicht geschlossen. Ich habe in der Mail zum Selbstausschluss explizit meine Spielsucht erwähnt und auf Rückfrage zur Dauer darum gebeten es endgültig zu schließen. Dies ist nicht geschehen und so habe ich weiter Geld verloren. In den AGBs steht eindeutig eine Kontoschließung innerhalb von 24 Stunden dies ist nicht passiert.

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.

Dear Clown70,

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.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion email with me? Please forward the message to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

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,

Katarina

Yes, we corresponded again afterward, asking if I only wanted a temporary exclusion. I then asked for a permanent exclusion. I can still deposit money without any restrictions.

Ja wir hatten danach nochmal Schriftverkehr indem ich gefragt wurde ob ich nur temporär einen Ausschluss möchte, darauf hin habe ich um einen endgültigen Ausschluss gebeten. Geld einzahlen kann ich bis jetzt ohne Einschränkung.

The account was still open even though I explicitly mentioned my gambling addiction! I continued to receive ads and lost money again.

Der Account war immer noch geöffnet obwohl ich explizit meine Spielsucht erwähnt habe! Ich habe auch weiterhin Werbung erhalten und nochmals Geld verloren.

Dear Clown70,

thank you for your reply and your email.

Has this been the only self exclusion request you have submitted?

Have you talked to a live chat once you learned your self exclusion was not granted?

Could you please forward all communications you have had with this casino regarding this matter to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello Katarina,

I just sent you an email.

Thank you

Hallo Katarina,

ich habe dir soeben eine Mail geschickt.

vielen Dank

Thank you very much, Clown70, for your cooperation. 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.

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.

Hello Clown70, 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.

I would also like to ask for marketing communication to be stopped, as it seems like the player is still receiving cashback offers from the casino, despite the previous self-exclusion requests.

Thank you for your patience and cooperation in advance.

Dear Clown70

Your account has been successfully closed as of 15.10, and we can confirm that you have been removed from all marketing campaigns to ensure no further communications are sent.

If you have any questions or require further assistance, please don’t hesitate to reach out.

Kind regards,

BassBet Casino Team

I would like to thank the BassBet Casino for a quick response and closing the account.

Could you please confirm it has been closed permanently, with no option for reopening, and the player has been added to your database of addicts, so it will be impossible to re-register using the same credentials?

Lastly, I would like to ask if any balance has been confiscated upon account closure, and if you could send me player's cashier history showing both deposits and withdrawals, from 30th September until the account closure, to matej.l@casino.guru. This way we can check whether the player is eligible for any refund. Thank you.

Dear Casino Guru,

We confirm that the user’s account has been permanently closed.

Regarding the cashier’s history, we are awaiting information from the relevant department.

We will email you the details as soon as we receive them.

Kind regards,

BassBet Casino Team

Good day,

Matej from Casino Guru. I would like to inquire whether you have received all the documents from Bassbet yet? Furthermore, I would also like to thank Bassbet for finally managing to close the account and for not receiving any further emails from them since.

Guten Tag,

Matej von Casino Guru. Ich möchte mich erkundigen ob sie mittlerweile alle Unterlagen von Bassbet erhalten haben? Außerdem möchte ich mich auch bei bassbet dafür bedanken das es mit der Schließung letztendlich doch geklappt hat und ich seitdem auch keine Mails mehr bekommen habe.

Dear All,

We are still awaiting the cashier’s history, as this process takes some time.

Please rest assured that we are actively working on your request and will get back to you as soon as we receive the information.

Kind regards,

BassBet Casino Team

Okay, thank you very much for the feedback.

Alles klar vielen Dank für die Rückmeldung.

Dear BassBet Casino Team, I would like to ask for a speedier resolution, as extracting the cashier history from the system is a task for couple of minutes. Thank you.

Dear All,

Unfortunately, we are still awaiting for cashier history and will need a little more time.

Thank you for your understanding.

Kind Regards,

BassBet Casino Team

Dear BassBet Casino, as we have been waiting for the cashier history for nearly a month now, and these delays in replies seems to be an ongoing issue, I am forced to take this to our next internal meeting for discussion regarding re-review of the casino's safety rating and further communication. Thank you for your understanding.

Dear Matej,

The player’s cashier history has been sent via email.

Kind Regards,

BassBet Casino Team

Good day,

Dear Bassbet Team, contrary to your message from three weeks ago – "and we can confirm that you have been removed from all marketing campaigns to ensure that no further communications are sent" – I received another promotional email from you in my inbox today. I request once again – please remove me from all marketing mailing lists.

Best regards

Guten Tag,

sehr geehrtes Bassbet Team, entgegen ihrer Nachricht von vor 3 Wochen - „und wir können bestätigen, dass Sie aus allen Marketingkampagnen entfernt wurden, um sicherzustellen, dass keine weiteren Mitteilungen gesendet werden." - habe ich heute erneut eine Werbeaktion von Ihnen in meinem E-Mail-Postfach erhalten. Ich bitte abermals und zum wiederholten Male - bitte entfernen sie mich aus jeglichen Werbeinhalts-Verteilern.

Mit freundlichen Grüßen

Dear BassBet Casino, not only I have not yet received any message, the player is still receiving marketing e-mails despite your previous confirmation of self-exclusion. I would like to ask for instant action, as this is now becoming a huge concern, and I had to forward this issue higher up, to be discussed with the casino management.

Dear Matej,

We have emailed you a screenshot confirming that the information was sent to the customer.

The customer should forward it to you.

Regarding the player’s marketing settings, they are turned off, and we have escalated this matter to the relevant department for further review.

Kind Regards,

BassBet Casino Team

Dear Bassbet Team,

First, I would like to point out that the email did not contain any request to forward it. Furthermore, it should be noted that Mr. Matej explicitly asked for the cash register history to be sent to him, not to me. (For the sake of saving time, I have now forwarded it to Mr. Matej myself.)

With kind regards

Sehr geehrtes Bassbet Team,

zu erst möchte ich darauf aufmerksam machen, dass in der E-Mail keine Aufforderung zur Weiterleitung stand - weiter ist festzustellen, dass Herr Matej eindeutig darum gebeten hat Ihm die Kassenhistorie zu kommen zu lassen und nicht mir. (Ich habe es es Gründen der Zeitersparnis jetzt eigenständig an Herrn Matej weitergeleitet)

Mit freundlichen Grüße

Dear Ladies and Gentlemen of Bassbet Casino, dear Mr. Matej,

I just received this email. I would like to point out that I had already requested my account be blocked via chat. I know the casino has the chat history – this is simply to demonstrate that, despite my best efforts, I was constantly encouraged to continue playing. Mr. Matej, if you look at my deposit history, you will see that my deposit behavior demonstrates highly addictive behavior. I know you place great importance on the explicit use of the term "gambling addiction" when contacting support and requesting account closure (which I attempted, albeit without the word "gambling addiction") – but as this further email unfortunately demonstrates, player protection is, sadly (at least for me), completely nonexistent (on the contrary, attempts were/are being made to further encourage me to gamble). An account suspension immediately (or within 24 hours, as described in the terms and conditions, explicitly without requiring me to disclose any potential addiction, but simply to request that my account be suspended) would have saved me many thousands of euros. I understand that every player bears a significant degree of personal responsibility – but especially for a company that generates its revenue from an addictive substance (and advertises "player protection is important to us"), their handling of my case (at least in my case) is more than questionable/addictive. Therefore, I ask you to carefully review my transaction history, particularly the times (I have already forwarded the email containing this information), and consider it in the context of this thread. If even a well-known name in the casino world (I'm referring to Casinoguru.com) can't manage to remove my email address from their mailing list, do you really think I, as a player, can manage to close my account without being constantly tempted to play, even after I've explicitly requested account closure? Therefore, with this message, I am requesting once again, and hopefully for the last time, that I no longer receive any promotional emails from Bassbet Casino.

Thank you

Sehr geehrte Damen und Herren vom Bassbet Casino sehr geehrter Herr Matej,

diese Mail habe ich soeben erhalten. Ich möchte darauf aufmerksam machen, dass ich bereits vorher im Chat darum gebeten hatte mein Konto zu sperren. Ich weiß dass das Casino den Chat-Verlauf hat - dies soll nur als Beleg dienen dafür das auch wenn ich alles versucht habe, stets zum weiterspielen motiviert wurde. Herr Matej wenn sie sich meine Kassenhistorie anschauen, werden sie sehen dass mein Einzahlungsverhalten hochgradig süchtiges Verhalten belegt. Ich weiß Sie legen großen Wert darauf, dass explizit das Wort „Spielsucht" verwendet wird wenn man den Support kontaktiert und um Kontosperrung bittet (was ich versucht habe lediglich ohne das Wort Spielsucht) - aber wie es leider durch diese weitere E-Mail belegt wird, ist Spielerschutz leider (zumindest für mich) absolut nicht gegeben (im Gegenteil es wurde/wird weiter versucht mich zum Spielen zu motivieren). Eine Kontosperrung zum Tag (bzw. innerhalb von 24 Stunden wie es auch in den AGBs beschrieben wird und zwar explizit ohne die Vorraussetzung, dass ich über eine etwaige Sucht informieren muss sondern lediglich darum bitten soll mein Konto zu sperren) meiner Bitte um Kontosperrung hätte mir viele Tausende Euro erspart. Ich verstehe das jeder Spieler einen großen Teil Eigenverantwortung trägt - aber insbesondere für ein Unternehmen, welches seinen Umsatz mit einem Suchtmittel erwirtschaftet ( und sich „Spielerschutz ist uns wichtig" auf die Seite schreibt) ist der Umgang (zumindest bei mir) mehr als fragwürdig/suchtfördernd. Ich bitte sie deshalb schauen sie sich meine Kassenhistorie ganz genau an insbesondere die Zeiten (die E-Mail mit dieser habe ich ihnen bereits weiter geleitet) und betrachten Sie diese im großen und Ganzen bei dieser Thematik in diesem Thread. Wenn nicht einmal sie als bekannte Größe der Casino-Welt( damit meine ich Casinoguru.com) es schaffen, dass meine E-Mail-Adresse aus dem Werbe-Verteiler genommen wird, denken Sie dann das ich es als Spieler schaffe meinen Account zu sperren, ohne dass ich vorher immer und immer wieder zum Spielen verleitet werde obwohl ich explizit um Kontoschließung gebeten habe? Ich bitte deshalb mit dieser Nachricht zum wiederholten und hoffentlich letzten Mal das ich keine Werbe-Mails mehr von Bassbet Casino bekomme.

Vielen Dank

To ensure information does not get lost in a wall of text, I will address each party in a separate message.

Dear Clown70, thank you very much for forwarding me the cashier history. It was very helpful and I have uploaded it amongst the rest of the evidence for this case.

You are correct regarding our strong emphasis on gambling addiction being clearly mentioned as a reason for an account closure. During a regular closure, it is assumed the player is in full possession of their faculties, can make rational decisions and is able to simply stop playing, depositing and engaging with the casino at will. Such account can even be reopened, if the player changes their mind later on. If the casino is not made aware of the gambling problem, they have no way of knowing that offering a bonus to entice the player into stay is actually problematic. Since at Casino Guru, we want to be transparent and fair towards the players and casinos as well, we require the players to clearly state gambling addiction, to limit any kind of misunderstanding.

Regarding the account closure, nowhere in the BassBet's T&C or Responsible Gambling page it is stated the account will be closed within 24 hours. Also, during the self-exclusion some internal checks must be made and procedures followed, so instant account closure is impossible even in the best of cases. However, at Casino Guru we have our own internal process to determine the "reasonable time" for self-exclusion and account closure. I can't share the details, but after checking your cashier history, you have deposited 3,360 EUR during the time we believe the account should have been closed. I have amended the disputed amount you have entered when lodging the complaint, to reflect this. I will also request the casino to refund this amount, if this complaint is to be resolved successfully.

Lastly, since you are still receiving marketing messages, I would like to ask you to see if it is possible to log into your account as well. If the marketing communication has not been disabled, I wonder now if anything has been done about your account at all. However, please do not attempt to log back in alone. Have a friend or a family member at your side. Simply to make sure if the account is still open, you will have someone to help you to log out without depositing more money. And if the account is still open, I would suggest having the other person changing your password without telling you what is it, to keep you safe. Thank you.

Dear BassBet Casino, according to the evidence provided by the player, it seems like this case is still being mishandled in more than one way on your end.

The player is still receiving marketing messages, despite your reassurance that this has been turned off, and later fixed again. I would strongly recommend ensuring the e-mail and/or phone communication cease ASAP, to avoid further issues.

Due to the late self-exclusion and according to the cashier history provided, we believe the player was able to deposit 3,360 EUR during the time the account should have been closed, and therefore I would like to ask if you will be willing to refund this amount back to the player.

Also, going forward I will be using shortened timers for your responses. It seems like this case is being needlessly dragged out, and most of the responses are being sent at the last possible moment, which is not something I would expect from a good partner like yourselves. If there are some internal issues, or anything I should know about or can help with, you can always contact me directly at matej.l@casino.guru. But since the BassBet Casino is being showcased at Casino Guru as a good place to have fun gambling, I would like to ask for speedier resolution of the complaints, to ensure keeping up the high reputation you and us are trying to build within the community. Thank you for your understanding.

Dear Mr. Matej,

Please excuse the long message. I was a bit upset yesterday due to the repeated email contact. I'm sending you a screenshot showing the current status of my account.

Thanks so much

sehr geehrter Herr Matej,

Bitte entschuldigen Sie den langen Text. Ich war gestern ein wenig aufgebracht wegen des wiederholten E-Mail-Kontakts. Für den aktuellen Stand meines Kontos sende ich Ihnen ein Bild im.

vielen lieben Dank

No worries dear Clown70, I understand. I also don't mind long messages as it is always better to have more information than less. I am happy that if nothing else, at least the account has been closed properly. This case has also been escalated on my end, so we'll see what can be done about this issue (hopefully) soon.

Dear Clown70,

We have contacted you privately via email to request the necessary details in order to proceed with your refund.

Kind Regards,

BassBet Casino Team

Dear Bassbet Team - dear Mr. Matej,

I hereby confirm that the "Bassbet Refund Team" has contacted me and that I have provided all the requested information.

Thank you very much, I hope for a smooth continuation of the process.

Best regards

Sehr geehrtes Bassbet Team - sehr geehrter Herr Matej,

hiermit bestätige ich, dass das „Bassbet-Refund Team" mich kontaktiert hat und ich alle geforderten Informationen übermittelt habe.

Vielen Dank dafür ich hoffe auf einen reibungslosen weiteren Ablauf.

Mit freundlichen Grüßen

Thank you for the confirmation, dear Clown70. By my estimation, you are entitled to a refund of 3,360 EUR. Can you please confirm if this is the amount offered by the casino, or if it is different?

Dear Mr. Matej,

I forwarded my reply to the casino via email – you can also see the casino's text in it. So far, the casino hasn't mentioned an amount, only requested information regarding the refund payment (IBAN, etc.). Therefore, I assume that Bassbet Casino will adhere to the amount mentioned by Casino-Guru.

Best regards

Sehr geehrter Herr Matej,

ich habe ihnen meine Antwort an das Casino per Mail weitergeleitet- in dieser sieht man auch den Text des Casinos. Bisher wurde von Seiten des Casino noch kein Betrag genannt lediglich die Informationen zur Rückerstattungszahlung angefragt (IBAN etc.) angefragt. Ich gehe deshalb davon aus, dass das Bassbet Casino sich an den von Casino-Guru genannten Betrag hält.

mit freundlichen Grüßen

Thank you, Clown70. Because I could not see any offer in the casino's message, I hoped you have received a different message with the refund amount stated. No worries. We'll find out soon. :)

Dear BassBet Casino, could you please specify the amount that is to be refunded? Thank you.

Dear Bassbet Casino, dear Mr. Matej,

I hereby confirm that Bassbet Casino intends to refund me the amount of €3360 that you mentioned. I would like to thank you, Mr. Matej, and also Bassbet Casino for this. If the full amount is transferred to me as promised by Bassbet Casino, then my complaint will be fully resolved. I will inform you here upon receipt of the funds.

Thank you

Sehr geehrtes Bassbet Casino sehr geehrter Herr Matej,

hiermit möchte ich ihnen bestätigen, dass das Bassbet Casino mir den von Ihnen genannten Betrag von 3360€ erstatten möchte. Dafür möchte ich mich bei Ihnen Herrn Matej, aber auch beim Bassbet Casino bedanken. Sollte der gesamte Betrag wie vom Bassbet Casino angekündigt an mich überwiesen werden, dann wäre meine Beschwerde voll umfänglich geklärt und erledigt. Bei Geldeingang werde ich Sie hier informieren.

vielen Dank

Dear Clown70,

We are still processing your refund, but we can assure you that it shouldn’t take long.

Thank you for your patience. We will notify you as soon as the payment has been transferred to your account.

Kind Regards,

BassBet Casino Team

Dear Bassbet Casino,

I will confirm receipt of the payment of €3360.00 once it arrives in my account. Thank you very much!

Sehr geehrtes Bassbet Casino,

Ich werde die eingegangene Zahlung in Höhe von 3360,00€ bestätigen wenn diese auf meinem Konto ankommt. Vielen Dank!

This is great news! Dear Clown70, I will swap the timer your way and once you confirm reception of the refund, the complaint will be closed. Thank you.

Yes, thank you very much, Mr. Matej, and also to Bassbet Casino.

Best regards

Ja vielen Dank an Sie Herr Matej, aber auch an das Bassbet Casino.

mit freundlichen Grüßen

The full amount has just been credited to my account! My complaint is therefore completely resolved.

Thank you!!

Der gesamte Betrag kam soeben auf mein Konto! Somit ist meine Beschwerde vollständig erledigt.

vielen Dank!!

Dear Clown70,

I am very happy to hear that your issue has been resolved, and would like to thank BassBet Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru