BassBet Casino - O pedido de reembolso do jogador está atrasado.

Hi casinoguru,

I have the following problem:

On February 12, 2026, at 9:43 PM EET, I received a 72-hour cashback offer from vipbassbet via email (see below).

The email says I don't need to do anything else, just keep playing...

In 72 hours I will lose approximately €14,000!

I've been trying for days to get my promised 20% cashback, but Bassbet is deliberately playing dumb, stalling me and telling me they can't grant me a "loyalty bonus"...

This is the first email from bassbet.com dated February 12, 2026:

This ticket was created on your behalf.

Elhadi (Bassbet)

February 12, 2026, 9:43 PM ET

Valued VIP member Thorsten Hesse,

Congratulations on your recent achievements – we are delighted to see how

You will be successful playing with us!

In recognition of your outstanding results and your continued dedication

We would like to make you a very special, exclusive offer:

– 20% cashback on your losses against the house

– Up to €3,000 cashback possible

– Only x1 sales requirement – ​​available instantly!

Valid for 72 days from receipt of this email

– General bonus terms and conditions apply.

This offer has been specially designed for our top players like you – completely without

additional deposit. You continue playing as usual and simultaneously secure

a valuable cashback benefit, regardless of the outcome of your games.

Please feel free to contact me if you have any questions.

I wish you lots of fun and success, and a pleasant day!

With highest regards

Hadi

VIP attendant

I have more emails, pictures of my account balance, etc., if that's needed.

Thanks so far!

[Redacted]

Hi casinoguru,

ich habe folgendes Problem:

Am 12 Feb 2026, 21:43 EET bekomme ich von vipbassbet ein72h Cashback Angebot per email (siehe unten).

In der email steht, ich brauche nichts weiter zu tun, nur weiter spielen...

In den 72h verliere ich etwa 14.000€!

Jetzt versuche ich seit Tagen mein versprochenes cashback von 20% zu bekommen, aber bassbet stellt sich absichtlich dumm, vertröstet mich und erklärt mir , sie können mir keinen "Treuebonus" gewähren...

Dies ist die erste email von bassbet.com vom 12.02.2026:

This ticket was created on your behalf.

Elhadi (Bassbet)

12. Feb. 2026, 21:43 OEZ

Wertvolles VIP-Mitglied Thorsten Hesse,

Herzlichen Glückwunsch zu Ihren jüngsten Erfolgen – es freut uns sehr zu sehen, wie 

erfolgreich Sie bei uns spielen!

Als Anerkennung für Ihre großartigen Ergebnisse und Ihr fortlaufendes Engagement 

möchten wir Ihnen ein ganz besonderes, exklusives Angebot unterbreiten:

– 20 % Cashback auf Ihre Verluste gegenüber dem Haus

– Bis zu 3.000 € Cashback möglich

– Nur x1 Umsatzbedingung – blitzschnell verfügbar!

– Gültig ab Erhalt dieser E-Mail für 72

– Es gelten die allgemeinen Bonusbedingungen

Dieses Angebot ist speziell für unsere Top-Spieler wie Sie gestaltet worden – ganz ohne

zusätzliche Einzahlung. Sie spielen wie gewohnt weiter und sichern sich dabei gleichzeitig

einen wertvollen Cashback-Vorteil, unabhängig vom Ausgang Ihrer Spiele.

Bei Fragen stehe ich Ihnen gern zur Verfügung. 

Ich wünsche Ihnen viel Spaß und Erfolg sowie einen angenehmen Tag !

Mit vorzüglicher Hochachtung

Hadi

VIP-Betreuer

Ich habe noch weitere emails, Bilder von meinem Kontostand etc. falls so etwas gebraucht wird..

Danke schonmal soweit!

[Redacted]

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 thrstn,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise whether you have activated the bonus?
• Have you played with bonuses in this casino before?

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

Hi Attila..

no, I haven t activated it. As it is said in the email I had nothing to do but playing...

Also there was no need to deposit because my account had meanwhile up to about 38.000,00€ in it...

(I canceled my withdraw requests after a week or so...they newer reviewed them)

+this cashback bonus by the vipsupport could not been seen in the bonus section of my account!

Yes, I have played with boni at bassbet before..

Thank you for your help!

...sorry, I forgot to say:

In the second email after the 72h cashback time the VipSupport staff member Katia even tells me that I should get back to them for the cashback after I played the actual activated bonus in my account...

So there is need to worry about abused boni or so...

Dear thrstn,

Thank you for your response. We would like to clarify that while you may have received a generic email offer directly from the casino, we do not have the authority to ensure that they will honor the bonus if they later determine that you do not meet the qualifications. We would be able to take action in the event that you followed these steps: receiving a bonus, activating it, achieving winnings, and subsequently being informed by the casino that you are ineligible for those winnings due to the bonus not being intended for you. We recognize that this is not an ideal circumstance. However, it's important to note that the allocation and activation of promotional offers fall entirely under the jurisdiction of each individual gambling establishment. Regrettably, we are unable to enforce bonus activation if the casino chooses an alternate course of action.

Hi Attila,

I don t really know what to say....the Information in that email is clear:

"This offer has been specially designed for our top players like you – completely without

additional deposit. You continue playing as usual and simultaneously secure

a valuable cashback benefit"

So you say it is Ok to lure me in to play more and promise me to get a percentage back if I lose and now as I have lost not giving me that percentage?

Attila,

I honestly must say it was a waste of time and a mistake that I asked casinoguru for help....

´

Attila

Complaint Specialist??

Dear thrstn,

Thank you for clarifying the issue, and I completely understand your frustration. Could you kindly forward the communication between you and the casino, along with the promotional offer, directly to my email address? You can reach me at attila.g@casino.guru.

Thank you in advance.

Hi Attila,

thank you for your reply...

I don t want to offer anything else to you...BASSBET.com is listed 8.4/10 on CASINOGURU.com!??

How can a bunch of thiefs get that kind of reputation on casinoguru?

You can answer that directly to my email...

While I m waiting for "approval"...😉

Dear thrstn,

Thank you for your response. I completely understand your frustration regarding this situation. I recognize how challenging it can be to await a response. While we strive to provide timely feedback, please understand that we currently manage over 1000 complaints simultaneously, which requires us to conduct thorough investigations and analyses for each case.

Could you please let me know if you would like to move forward with the resolution of this issue, which would involve your dedicated resolvers contacting the casino directly? Alternatively, if you prefer, we can close this complaint.

If you decide to proceed, I kindly ask that you forward the information requested in my previous message.

I sincerely hope we can assist you in resolving this issue.

Thank you for your understanding.

Best regards,

Attila

Hi Attila,

do I get that right? You, in form of my  dedicated resolver, did not contact the casino (BASSBET) directly?

Dear thrstn,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello there,

Thank you thrstn for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BassBet Casino for their help in resolving this complaint. We would like to know what the issue is with the cashback and what we can do to help the player receive their funds.

Thank you!

Dear Casino Guru,

Could the player please provide a screenshot of the email they received?

We currently have no record of an outgoing email from our system on that date.

Kind Regards,

BassBet Casino

Dear thrstn, can you please provide a screenshot of the aforementioned email directly in the thread? Alternatively, you can forward the email directly to my address. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter,

here is a screenshot of that email:

Dear Casino Guru,

Please note that the player was advised via email on February 12th to contact us regarding potential cashback credits.

Since that date, the player has recorded a total net loss of 82 EUR.

Additionally, the player’s VIP status was removed in recent weeks.

Regarding their bonus requests: we were unable to apply new bonuses because the player had multiple active bonus on their account during each contact.

Our system does not allow for stacking multiple active bonuses.

We would like to draw your attention to the following Terms & Conditions, which the player accepted upon registration:

7.3: We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or a group of customers from the promotion program of the Website at our sole and absolute discretion. In the event of any dispute regarding our promotions (including, without limitation, eligibility, use, abuse, fair play, calculation of winnings and wagering requirements) Company’s decision shall be final and non-negotiable.

We appreciate your understanding regarding this matter.

Kind Regards,

BassBet Team

Here is the second email after that not given cashback:

..and here is a picture of my account from the 12th of February:

..as you can see: There are 37.930,01€ in my account.

BASSBET.com is just a bunch of dishonourable thiefs and I hope they all burn in hell!

p.s.: here is a screenshot of my account from the 30th of January:

I had 5.479,12€ in my account....

How can it be that " the player has recorded a total net loss of 82 EUR"??

As I said before: BASSBET.com are just a bunch of liers, rated 8.4 on casinoguru!!WTF...

Thank you for the update BassBet Casino representative. Would it be possible to provide me with the player's betting history for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter...

you and I know, the BASSBET.COM "executives´" are now gone for the weekend...

What I do not know is: Why do you need my betting history? Are you doubting my explanations?

Even if they provide my betting history to you, what would be the difference.?

Here you have some example pictures of my game history from the 12th of February:

...as you can see, my stake is 20,00€ per round on that slot...again, how can it be that my net los is 82,00€?

I m not telling stories, Peter....and I do not want something I m not eligible for..

and the more I think about it, the more ridiculous this self called casino BASSBET.COM gets...

They owe me 3.000,00€ and they "wind themselves " just like little (bi*****) babys to avoid that...

Shame on them..

Dear Casino Guru,

We have requested the player's history, which will be sent directly to them via email. We will notify you as soon as this is complete.

Kind Regards,

BassBet Team

Hi Peter,

BASSBET.com sent me an excel file of 35kb! showing about 300Spins I made in different slots...

You can do nothing with that list regarding my issue with BASSBET.com because there are no dates when the spins were made..and 300 Spins must be a very small excerpt of my gameplay.

Here is a photo of that list:

They are just scammers, as I already told you...

...and Peter I say it again...and again and again:

Ridiculous "Casino"!

It is just 3.000,00€ and it feels like they would sell their own mother for it....

Dear Casino Guru,

Please request full gaming history from the player and let us know if you require any further assistance.

Kind Regards,

BassBet Team

...so the "BassBet Casino Casino representative" asks CasinoGuru to " request full gaming history from the player" from BASSBET.COM!?

That must be customer service at BASSBET.COM...

They just really want to solve the issue and do everything to satisfy the customers needs..

And it is just a normal procedure at BASSBET.COM that solving an issue takes 2months...

I don t know if "Peter" from casinoguru.com is talking to "Peter" the bassbet.com represantative here right now,

It s just KINDERGARTEN what we are doing right here....I feel sorry for everyone s wasted time reading this...

Thank you for the insightful update thrstn. Would it be possible to provide me with the betting history you received? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

..you are welcome, Peter from bassbet.guru..😉

P.S.: I have just sent you that excel list from BASSBET.COM....

Thank you for providing me with the information thrstn.

Dear BassBet Casino representative, would it be possible to produce a more detailed gaming history so we can see when these bets were made, as what you provided seems to indicate that the player has, in fact, incurred more than a net loss of 82 EUR. Thank you in advance for your clarification!

Dear Casino Guru,

We have requested a comprehensive game history report from our relevant department.

As soon as we receive the necessary details, we will reach out to you with an update.

Kind Regards,

BassBet Team

Dear Casino Peter Guru,

I don t know if maybe procrastinating time is useful to ensure that I can not sue BASSBET.COM for my money

anymore...or what exactly is going on here on that unuseful thread..?

This "comprehensive game history" you ask for, will tell you that i have lost about 37.000,00€ right on that 72h

period BASSBET.COM promised me to give me 20% of my loss up to 3.000,00€ back...

You already know that, Peter from Casino Guru.!..Why? BECAUSE i TOLD YOU SO!!...and I even gave you a lot of

pictures and emails to proof it...

And these cheap bastards from BASSBET.com know that, too...

So where are we going from here to settle this ridicoulus 3.000,00€ debt?

Dear Casino Guru,

We have sent your complete gaming history to Peter via email.

Please review the documentation at your earliest convenience.

Kind Regards,

BassBet Team

Thank you for providing me with the information BassBet Casino representative. I have responded to your email asking for further clarification.

Dear thrstn, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Thank you Peter...I will stay calm and patient..😉

Have a good one!

Dear Casino Guru,

We have forwarded this request to the relevant department.

We will reach out to you with an update as soon as their assessment is complete.

Kind Regards,

Bassbet Team

Hello thrstn,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Of course..I ll wait another 7 ´´days for BASSBET.com not been interested in my case at all...thank you...

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.

Dear Casino Guru,

More detailed report has been emailed to Peter.

Kind regards

BassBet Team

Thank you for providing me with the information BassBet Casino representative. I have responded to your email asking for further clarification.

Dear thrstn, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Peter,

This information has been requested from the relevant department, we will provide a reply once they come back to us.

Kind Regards,

BassBet Team

Thank you Peter for the update...

And by the way, this is how other casinos honor a good gameplay:

Dear Casino Guru,

We are still awaiting the final report, but we will contact you the moment it becomes available.

Kind Regards,

BassBet Team

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.

Dear Casino Guru,

We have escalated this matter to our specialized team and are currently awaiting their update.

Rest assured, we are monitoring this closely and will keep you informed of any progress.

Kind Regards,

BassBet Team

"We have escalated this matter to our specialized team "...

WTF are you talking about, BassBet Casino representative?

You do not have a "specialized Team" at bassbet.com and good for you, there is no need for a "specialized Team" in my case...all the facts are given by me in this thread!

The only problem is that you people at bassbet.com are little cowards...

..the "specialized team" must really be taking a closer look at my case...for 6 days!

There seems to be no need to urge settling this...At least in the end they are going to be very sure that I don t get any money..

again, Kindergarten! If someone is reading this: Don t spend any money at BASSBET.COM!

Dear thrstn,

Thank you for patience.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

BassBet Casino Team

Dear thrstn,

My name is Igor, and I will take over this complaint from my colleague Peter. I will be assisting you with your case.

I am sorry to hear about your problem with the BassBet Casino and I hope that together we will come to a successful resolution of your issue.

Dear BassBet Casino,

Thank you for your response and for informing us that you are reviewing this case.

Please reply when there is any update regarding this complaint.

Dear Casino Guru,

We are currently awaiting the data report from our internal team.

They are currently managing a high volume of requests, but we are following up with them regularly and expect to have an update for you shortly. Thank you for your continued patience.

Kind regards,

BassBet Team

Dear BassBet Casino,

Please note that it has been a month since you initially informed us that you had requested the document from the relevant department.

Therefore, I expect you to provide any and all relevant information regarding this case within the next time frame.

Dear Casino Guru,

Email has been sent to Igor.

Kind regards,

BassBet Team

Dear BassBet Casino,

Unfortunately, I have not received any email from you.

Please make sure that you are using the following email address: igor.p@casino.guru

Hi Igor

an "Analyst" and a "Specialist" in one Person..WoW!

But as I mentioned before, these guys at BASSBET.COM would sell their mothers to avoid any payment to the customer..

I would say they did not send an email at all..because then everyone could see that they are a bunch of frauds!

Thanks anyway Igor, for your help...

Dear Casino Guru,

We have forwarded email to Igor, please check since it was emailed to Peter previously.

Kind Regards,

BassBet Team

Dear all,

The casino informed me via email that they are currently recalculating the player's actual net loss.

Dear BassBet Casino,

Thank you very much for your email. Please let us know once there is any news regarding this case.

This is BASSBET.com's rating at Trustpilot:

2.1

Poor (Deficient)

208 ratings (208 reviews)

This is BASSBET.com s rating at Trustpilot:

2,1

Poor (Mangelhaft)

208 ratings (208 Bewertungen )

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.

Dear All,

We hope this message finds you well.

Following a careful review of the case, we are pleased to inform you that a 3,000 EUR Cash Bonus has been credited to the player's account. This fulfills the 20% cashback offer on net losses (up to a maximum of 3,000 EUR) that the player received on February 12th.

Thank you for your patience throughout this process.

Please let us know if you require any further clarification.

Kind Regards,

BassBet Casino Team

Dear thrstn,

According to the casino, €3,000 has been credited to your account.

Please let us know whether this information is correct and whether you consider this case resolved.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hey there...

Yes I can confirm that BASSBET.COM actually credited my account with 3.000,00€.

Thank you Attila, Peter and Igor for your help! I really appreciate your focused and patient work on this case!

..and by the way: after losing nearly everything of that 3.000,00€, the Jackpot Screen of that Amusenet Slot "Frog Story" popped up.....

To make it short: I have about 43.000,00€ in my account...and I don t think they are willing to pay ,)

Perhaps the BASSBET.COM representative from here is willing to help me with that, too?

p.s.: of course, I will donate something to casino guru if they actually pay me...

Dear thrstn,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process.

We’re glad that our intervention helped resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. If you face an issue with the withdrawal of your current balance, please do not hesitate to contact us again.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P