BassBet Casino - El jugador solicita un reembolso tras la solicitud de cierre de cuenta.

AFTER THE REQUEST FOR CLOSURE FOR GAMBLING ADDICTION WHICH THEY DIDN'T MAKE, I AM REQUESTING A REFUND OF DEPOSITS WHICH I DON'T KNOW HOW MUCH THEY AMOUNT TO.

I ASK THE CASINO TO QUANTIFY THE DEPOSITS MADE AFTER MY REQUEST WAS UNHEARD.

THE ACCOUNT IS STILL OPEN

DOPO LA RICHIESTA DI CHIUSURA PER GAMBLING ADDICTION CHE NON HANNO EFFETTUATO RICHIEDO RIMBORSO DEPOSITI CHE NON SO A QUANTO AMMONTANO.

CHIEDO AL CASINÒ DI QUANTIFICARE I DEPOSITI FATTI DOPO LA MIA RICHIESTA NON ASCOLTATA.

L’ACCOUNT E ANCORA APERTO

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the original email communication regarding your self-exclusion request with the casino from December 2025? You can send it to veronika.f@casino.guru. Please include the complete email thread rather than only screenshots of individual messages.
• Could you also please confirm whether you replied to the confirmation email you received from the casino on December 15?
• When exactly did you notice that your account had not been closed as requested?
• When was the last time you contacted the casino's support team regarding your request for account closure?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

I sent everything to your personal email

I contacted support yesterday and they promised they would check it.

Ciao Veronika,

ho mandato tutto alla tua mail personale

ieri ho contattato l’assistenza che ha promesso che farà una verifica

STILL NO REFUND ARRIVED

ANCORA NESSUN RIMBORSO ARRIVATO

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tommi272727,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika

We’ve reopened this complaint at the request of Tommi272727. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Tommi272727,

Could you please clarify how many deposits you made from December to March that have not yet been refunded to you?

Thank you for filing my complaint. I received a satisfactory resolution from the Casino regarding the unauthorized reopening in March. They refunded my deposits made after the reopening in March.

In December, however, after my requests to close the account were ignored due to gambling addiction, I did not receive any refund. I forwarded all the deposits made in December to your personal email address; it should be 7-8k in total.

I could work out a solution with the casino for a partial refund of 5k, but they never responded to me.

Grazie per aver aperto il mio reclamo,con il Casinò ho avuto una soluzione soddisfacente riguardo alla riapertura di Marzo non autorizzata ,mi hanno reso i depositi effettuati dopo la riapertura a Marzo.

A Dicembre invece dopo le mie richieste di chiusura non ascoltate per gambling ADDICITON non ho ricevuto nessun rimborso. Ho inoltrato alla tua mail personale tutti i depositi effettuati a Dicembre l,dovrebbe essere 7/8k totali.

Potrei trovare una soluzione con il casinò per un rimborso parziale di 5k,ma non mi hanno mai risposto.

Since I requested to close my account on December 11, I've deposited €9,500. When I reopened it in March, I received another €1,194.

I'm not asking for my €9,500 back. I'm happy with half of it (€5,000) and trying to reach an agreement with the casino. They weren't happy with ignoring my requests to close my account due to gambling problems, so they reopened my account in March.

Dal momento che ho chiesto la chiusura del conto l’11/12 ho depositato 9500€. Con la riapertura a Marzo altri 1194€ che mi hanno reso.

Non chiedo di avere indietro 9500€,mi accontento della metà (5000€) cercando un accordo con il casinò,visto che non contenti di avere ignorato le mie richieste di chiusura per problemi di gioco,hanno anche riaperto il mio account a Marzo.

Hi @casinoguru, do you have any news for me?

Ciao @casinoguru,hai novità per me?

Dear Tommi272727

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, Martin (martin.l@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,

Veronika

Thanks Veronika and hello Martin, let me know I need to send you something

Grazie Veronika e ciao Martin,fammi sapere devo mandarti qualcosa

Hello Tommi272727,

I am sorry to hear about your troubles. I am Martin, and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the BassBet Casino representative to enter the discussion.

Dear casino representative,

based on the evidence currently available, the player clearly requested account closure due to gambling addiction, but the account remained accessible beyond the reasonable processing period.

At this point, it therefore appears that all net losses incurred from 15 December 2025 should be refunded. For clarity, the refundable amount should be calculated as the player’s deposits from this date minus any withdrawals or refunds already received.

Could you please review the case, provide the relevant transaction history, and confirm the casino’s position regarding reimbursement of these losses?

Thank you in advance for your cooperation.

Hi Martin, I asked to close on December 11th or 12th, why starting from the 18th?

I understand that it is difficult to manage all the incoming requests, but they opened the ticket for me immediately the same day and responded the same day

Ciao Martin,ho chiesto la chiusura il giorno 11 o 12 Dicembre,perché a partire dal 18?

Capisco che per gestire tutte le richieste in entrata è difficile, ma mi hanno aperto subito il ticket il giorno stesso e risposto il giorno stesso

I am requesting a refund starting from 12/12/2025. They had seen the email and opened the ticket. THE CASINO MUST PROTECT THOSE WHO HAVE PROBLEMS AND GIVE PRIORITY IN HANDLING CLOSURE REQUESTS.

Chiedo che io sia rimborsato a partire dal 12/12/2025,avevano visto la mail ed aperto il ticket,IL CASINÒ DEVE PROTEGGERE CHI HA PROBLEMI E DARE PRIORITÀ NEL GESTIRE LE RICHIESTE DI CHIUSURA

Dear Tommi272727,

thank you for your message. Upon further review of the documents provided, I believe a refund of all losses since 15th of December is correct. Please note that in our internal calculation, we need to account for the difference between the weekend and a working day.

From 12/15 it is €3,400.

Casinos also work on weekends, especially support staff.

I'd say find a compromise between what I'm asking and what you think is fair, and for me it's €5,000.

Thanks Martin

Dal 15/12 sono 3.400€.

I Casinò lavorano anche nel weekend,sopratutto le assistenze.

Direi di trovare un compromesso tra quello che chiedo e quello che ritenete giusto e per me è 5.000€.

Grazie Martin

Dear Tommi272727,

Thank you for reaching out to us.

Please be informed that your claim is currently under review and you will be contacted as soon as possible with further information.

We thank you for your understanding.

Kind regards,

Bassbet Team

Hi @bassbet,

Casino Guru has been asking for a refund of deposits since December 15, and mine since December 12. We can work out a mutually beneficial agreement. I remind you that you ignored my pleas for help, and knowing about my gambling problems, you even reopened my account in March. I'd say you contributed to fueling my addiction. I'm currently in therapy because of you, as I hadn't gambled in three months in March, and you brought me back. I expect a refund commensurate with the damage you've caused me.

Ciao @bassbet,

Casino Guru chiede il refound dei depositi dal 15/12,io dal 12/12,possiamo trovare un accordo vantaggioso per entrambe le parti. Vi ricordo che avete ignorato le mie richieste di aiuto e sapendo dei miei problemi di gioco d’azzardo avete anche riaperto il mio account a Marzo. Direi che ci avete messo del vostro per alimentare la mia dipendenza. Sono attualmente in terapia per "colpa" vostra poiché a Marzo era 3 mesi che non giocavo e mi avete riportato dentro. Mi aspetto un refound adeguato al danno che mi avete causato

They had already replied to me on 12/12/2025

Mi avevano già risposto il 12/12/2025

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Dear Martin,

We sent you the case description on your email address.

Thank you for your assistance!

Best Regards,

Bassbet.com

Hi Martin, can you share with me what the casino sent?

Thank you

Ciao Martin,puoi condividere con me quanto inviato dal casinò?

Grazie

Martin, please give priority to this case.

I sent you an email to your personal address to explain why.

Martin per favore,dai priorità a questo caso.

Ti ho inviato una mail sul tuo indirizzo personale per spiegarti il perché

Hi Martin, is there any news?

Ciao Martin,ci sono novità?

Dear casino representative,

thank you for providing us with your statement.

Dear Tommi272727,

I have sent you an email, please check your inbox.

Hi Martin, I answered you

Ciao Martin,ti ho risposto

Dear parties,

thank you both for your cooperation so far. I will discuss this case internally early next week and offer our verdict.

Dear Tommi272727,

thank you for your patience, I have sent you an email.

Dear Tommi272727,

After carefully reviewing the complete communication, we must respect the settlement you reached with the casino. You agreed to accept €1,199 and confirmed that the payment would resolve the complaint. The casino subsequently paid the agreed amount in full.

Although both you and us remain dissatisfied with how your account-closure request was handled in December, this issue was already known when the settlement was accepted. We therefore cannot pursue an additional refund after the completed agreement.

As the agreed settlement was paid, we will now be forced to close the complaint as resolved once again.

Best regards,

Martin

FOLLIA