BassBet Casino - O jogador está enfrentando atrasos na resolução e perda de ganhos.

Hello, last Monday I had free spins worth €2.50 on Crystal Ball Multisymbols at bassbet. After the 4th free spin I had won just over €64 and the game canceled and reloaded. After that the free spins were gone. I reloaded several times, nothing. I tried to contact customer service, but they canceled twice after I had written everything! On the third attempt I was told to wait while the department looked into it. After waiting over 12 minutes the employee ended the chat due to inactivity. I wrote an email and complained, and after two or three days I received a reply with lots of questions (which I couldn't answer all of because it was gone), which I answered straight away! No response since then. Supposedly the VIP employee was supposed to get in touch for me, but nothing. Today I asked about the cashback and was told that I hadn't deposited enough to get cashback. I specifically checked beforehand and had deposited enough! Can you please help me? I would like the missing €64 and the remaining 6 free spins. €2.50 isn't exactly a small sum. I've had a similar experience at another casino before, and the next day I received €200 as a deposit (which was fine with me, although you never know if I might have gotten a model), and no one ever responded. Thanks.

Hallo ich hatte letzen Montag bei bassbet Freispiele auf 2,50€ bei Crystal Ball Multisymbols nach dem 4. Freispiel hatte ich etwas über 64€ Gewinn und das Spiel ist abgebrochen und wurde neu geladen. Danach waren die Freispiele weg. Mehrmals erneut geladen, nichts. Den Kundenservice versucht zu erreichen, zwei mal nach dem ich alles geschriebene hatte, abgebrochen! Beim dritten Versuch, sollte ich warten die Abteilung überprüft das. Nach über 12 min warten hat der Mitarbeiter den Chat wegen Inaktivität beendet. Per email geschrieben und sich beschwert, kam nach zwei/drei Tagen dann eine Antwort mit vielen Fragen (die ich nicht mehr alle beantworten konnte, da es ja einfach weg war) die ich sofort beantwortet habe! Seit dem keine Rückmeldung. Angeblich soll sich der vip Mitarbeiter für mich melden, aber nichts. Heute habe ich nachgefragt was mit dem Cashback ist und habe als Antwort bekommen das ich nicht genug eingezahlt habe um Cashback zu bekommen. Ich habe vorher extra nach geschaut und habe genug eingezahlt! Können sie mir bitte helfen? Ich hätte schon gerne die fehlenden 64€ und restlichen 6 freispiele. Auf 2,50€ ist ja nicht gerade wenig. Ich hatte so einen Fall schon einmal in einem anderen Casino und hab da am nächsten Tag 200€ als Einzahlung gut geschrieben bekommen (was ok für mich war, obwohl mal ja nicht weiß ob man eventuell ein Vorbild bekommen hätte) und da meldet sich niemand. Danke

Dear abnn1921,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident, along with any relevant communication to veronika.f@casino.guru?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Dear abnn1921,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.