BassBet Casino - La cuenta del jugador no se ha cerrado según lo solicitado.

Hello, I initiated self-exclusion on December 6, 2025, and received an email asking me to confirm that I wanted to block my account. I did this, but it wasn't blocked, and I subsequently lost over €6,000 on this site, which I would like to get back.

Hallo, ich habe am 6.12.2025 einen Selbstausschluss veranlagt und bekam eine Mail zurück das ich bitte auf die Mail mit bestätigen solle das ich mein Konto sperren sollte, was ich auch tat aber es wurde nicht gesperrt und ich habe danach über 6000€ verspielt auf dieser Seite und diese würde ich gerne wieder zurück haben..

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Dear Roonzz,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me all the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello, the emails have been forwarded to the email address mentioned above!

LG

Hallo, die E-Mails wurden weitergeleitet an die obengenannte E-Mail Adresse !

LG

Hello Roonzz,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi, did you receive the email? Best regards

Hallo habt ihr die E-Mail bekommen ? Lg

Dear Roonzz;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Roonzz;

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings BassBet Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to BassBet Casino and keep me informed about any further developments. Thank you in advance. 

Karla

Dear Roonzz,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru