BassBet Casino - Jogador pede reembolso após autoexclusão atrasada.

Hello, on March 20, 2025, I requested a self-exclusion via email and live chat due to a gambling addiction. After repeated requests, the casino complied with my request on April 8, 2025. In the meantime, I lost another €1,780. Unfortunately, the casino hasn't responded to a request for a refund. I'm asking for your help.

Guten Tag, bereits am 20.03.2025 habe ich einen Selbstauschluss per email und Live Chat aufgrund von einer Spielsucht gefordert. Das Casino kam der Bitte nach mehrmaliger Aufforderung am 08.04.2025 nach. In der Zwischenzeit habe ich weitere 1780€ verspielt. Leider reagiert das Casino nicht auf eine Rückforderung des Geldes. Ich bitte um Hilfe.

Dear vwn5ktjzr8,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing. To better understand your situation and offer the most effective support, I’d like to ask you a few clarifying questions:

• Could you please let me know the exact dates and amounts of any deposits you made into your account after requesting self-exclusion?
• Additionally, would you be able to forward me your initial account closure request from March 20? Please also include any responses you received from the casino after March 26. You can send them to me at veronika.f@casino.guru.

I hope we’ll be able to assist you in resolving this matter as soon as possible. Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

The exact data/screenshots are sent to the email provided.

Die genauen Daten/ Screenshots sind an die zur Verfügung gestellte Email gesendet.

Thank you very much, vwn5ktjzr8, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 vwn5ktjzr8,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BassBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Thank you for editing!

Vielen Dank für die Bearbeitung!

Good morning, it's also important to note that the casino doesn't pay out winnings for days. I had almost €5,000 in winnings, and I could only request a €700 withdrawal per day. These winnings weren't processed for days, and when I inquired, nothing happened. This is fatal for someone with a gambling addiction. The casino waits for this money to be lost. The payout terms state three days... not one to two weeks or longer.

Guten Morgen, außerdem wichtig ist, dass das Casino Gewinne tagelang nicht auszahlt. Ich hatte knapp 5000€ Gewinn, diesen konnte ich pro Tag nur mit 700€ Auszahlung beantragen. Tagelang wurde dieser Gewinn nicht bearbeitet auf Nachfrage hin passierte wieder nichts. Für jemanden mit Spielsucht fatal. Das Casino wartet drauf, dass dieses Geld verspielt wird. In den Auszahlungsbedingungen sind 3 Tage vermerkt.. nicht 1-2 Wochen oder länger.

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.

I have contacted you again via live chat and hope to receive a response soon

Ich habe über den Live Chat erneut Kontakt aufgenommen und hoffe zeitnah auf eine Rückmeldung

I contacted the live chat again... again it just means waiting... 😡

Ich habe erneut den Live Chat kontaktiert.. wieder nur heißt es warten.. 😡

Dear vwn5ktjzr8,

We are sorry to hear about for your experience.   

We have forwarded your request to the relevant team and we would try our best to help you in this situation and provide you with an update at the earliest as possible. 

Thank you for being so patient with us! We really appreciate it.

Best regards, 

BassBet team.

Dear BassBet Casino,

We will be waiting for your updates.

Unfortunately I still have no feedback

Leider habe ich nach wie vor keine Rückmeldung

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.

Unfortunately, I am still waiting

Leider warte ich auch immer noch

Unfortunately, no one is responsible again..

Leider wieder keiner verantwortlich..

Hello Michal,

We have sent an email to you. We will wait for an update.

Best regards,

BassBet team.

Dear Bassbet team, why don't I receive an email?

Liebes Bassbet Team wieso erhalte ich keine Email?

Dear BassBet Casino,

Thank you for the provided evidence. Can you also confirm for me, when exactly did you close the player's account?

@Michael

@Michal

Hello Michael,

We had closed the account on April 8th, 2025.

Kind regards,

BassBet team.

Dear BassBet Casino,

Thank you for your response and the explanation provided.

We would like to emphasize that self-exclusion due to a gambling problem is a matter of serious concern. Players experiencing such issues often struggle to exercise rational judgment and may lose control over their actions. For this reason, notifying the casino of a gambling problem is a crucial step in the self-exclusion process. At Casino.Guru, we firmly believe that once a player declares a gambling issue, their account should be closed without delay in order to prevent further harm.

In the current case, the process extended from March 22nd to April 8th—a total of 12 business days. We consider this timeframe to be excessive and recommend that steps be taken to streamline and expedite your self-exclusion procedures in the future.

Based on our assessment of a reasonable response time, we believe the player should be entitled to a refund of deposits made from March 27th onward. Please confirm if our understanding of the timeline is correct, and advise us on how you wish to proceed with this case. We look forward to your response.

Hello All,

We would like to inform you that we have forwarded the request to our relevant team.

Therefore, we will give you an update at the earliest as possible.

Kind regards,

BassBet team.

Dear BassBet Casino,

We will be waiting for your updates.

Since the casino itself stated in its terms and conditions that it will close within 24 hours, I'm curious about the update.

Da das Casino selber Schließung innerhalb von 24 Stunden in den AGB‘s angegeben hat, bin ich gespannt auf das Update.

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.

The casino requested my information and initiated a payment of €1,200 without prior agreement. However, the casino canceled the payment this morning.

Das Casino hat meine Daten angefordert und eine Zahlung in Höhe von 1200€ ohne Absprache veranlasst. Allerdings wurde die Zahlung heute Morgen vom Casino wieder storniert.

Hello all,

First and foremost, we sincerely apologize for the delay in our responses.

We have forwarded the refund request once again. You should be able to see an update regarding your refund at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,  

BassBet team.

Dear vwn5ktjzr8,

Please keep us informed about the status of your withdrawal.

The payout of €1,200 just arrived. Thank you, CasinoGuru team, and thanks also to Bassbet.

Die Auszahlung in Höhe von 1200€ ist so eben angekommen. Vielen Dank liebes CasinoGuru Team und danke auch an Bassbet.

Dear vwn5ktjzr8,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru