BassBet Casino - La cuenta del jugador permanece abierta después de la solicitud de autoexclusión.

Good day,

On February 14, I first requested a blocking/deletion of my player account at the above-mentioned online casino – for self-protection. Many more emails followed, requesting my blocking. I also contacted the live chat. Since the first request for blocking, I have deposited €2,190, which I would like a refund, as the self-protection policy was not followed. Of course, I also want my data deleted and my account blocked. I would be very grateful for your help. Thank you very much!

Guten Tag,

bei dem oben genannten Online Casino habe ich am 14.02 erstmalig eine Sperrung / Löschung meines Spielerkontos beantragt - zum Selbstschutz. Es folgten viele weitere Mails zum Wunsch meiner Sperre. Ebenfalls habe ich den Live Chat kontaktiert. Ich habe seit der ersten Bitte der Sperrung 2.190€ eingezahlt, welche ich zurückerstattet haben möchte, da der Selbstschutz nicht eingehalten wurde. Natürlich wünsche ich ebenfalls die Löschung meiner Daten und Sperrung meines Kontos. Ich wäre Ihnen sehe dankbar für Ihre Hilfe. Vielen Dank!

Dear Jason12,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree a protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

• When was the last time you were in contact with casino support, and what did you discuss?
• Could you please specify the reason for closing your account?

Thank you very much in advance for your reply.

Best regards,

Tomas

Most recently, I sent another email to my "VIP Manager" this morning, requesting that my account be deleted for my own protection. I am no longer interested in the game and want to protect myself. Yesterday, I contacted the live chat and was promised that my account would be blocked within the next hour. Unfortunately, this hasn't been implemented yet. I repeatedly used the terms "irrevocable block" and "self-protection" to make it clear that I no longer wish to use the game to protect myself.

Zuletzt hatte ich erneut heute Morgen eine Mail an meinen "VIP Manager" geschickt, mit der Bitte mein Konto zu löschen und um den Selbstschutz zu wahren. Ich habe keine Interesse mehr an dem Spielangebot und möchte mich selber schützen. Gestern hatte ich den Live Chat kontaktiert und mir wurde zugesagt, dass das Konto in der nächsten Stunde gesperrt wird. Leider wurde dies bis jetzt nicht umgesetzt. Ich habe mehrfach das Wort "unwiderrufliche Sperrung" sowie "Selbstschutz" verwendet um deutlich zu machen, dass ich das Spielangebot nicht mehr nutzen möchte, um mich selber zu schützen.

Update - The player account is still open. I continue to request an immediate closure for my own protection, as well as a refund of any deposits made after the initial closure request. I would be so grateful for your help.

Update- Das Spielerkonto ist immer noch geöffnet. Ich fordere weiterhin eine sofortige Sperrung zum Selbstschutz, sowie eine Rückerstattung meiner Einzahlungen, welche nach dem ersten Antrag zur Sperrung getätigt werden konnten. Ich wäre Ihnen so dankbar für Ihre Hilfe.

Thanks for the update.

Please understand that if you haven't informed the casino about suffering from any gambling problems, they might not act to protect you. Based on the information you provided thus far, we can't conclude the online casino should have protected you from making deposits and playing and therefore can't ask the casino to refund you.

Please let me know when the casino allowed you to deposit the disputed amount and whether there is further communication in which you asked the casino for player protection. Share this evidence with me at tomas@casino.guru

I recommend you send another self-exclusion request, but this time, please include me in the copy of the email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings BassBet Casino Support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

Please send another email to your VIP manager and a separate email to support@bassbet.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments. Thanks in advance for your reply.

Hello Tomas,

Thank you for your feedback.

I sent another email to the VIP manager and support. I've included a copy of your email.

I have also forwarded you a few emails.

In my opinion, a refund of the deposits would be legitimate, as I repeatedly used the words "irrevocable" and "self-protection." For me, this implies that I want to close my player account to protect myself from further deposits due to gambling addiction/risk.

Please take a look at the emails I sent so we can initiate a refund.

Thank you for your help.

Hallo Tomas,

vielen Dank für die Rückmeldung.

Habe nochmals eine Mail an den VIP Manager und an den Support gesendet. Habe Sie mit in Kopie gesetzt.

Außerdem habe ich Ihnen ein paar Mails weitergeleitet.

Meines Erachtens nach, wäre eine Rückerstattung der Einzahlungen rechtmäßig, da ich mehrfach das Wort unwiderruflich und Selbstschutz gewählt habe. Dies beinhaltet für mich, dass ich das Spielerkonto schließen lassen möchte um mich vor weiteren Einzahlungen aufgrund einer Spielsucht / Gefahr schließen möchte.

Bitte schauen Sie sich einmal meine gesendeten Mails an, damit wir eine Rückerstattung einleiten können.

Vielen Dank für Ihre Mithilfe.

Update - Over 24 hours ago, I submitted the self-exclusion request using the example above. My player account is still open. The VIP Manager sent me an email with bonus offers at 7:00 PM today. There was no response to my exclusion request.

This shows that the online casino does not take player protection into account (no matter how meaningful the subject or the content of the email is), does not close the account (despite the statement of gambling addiction) and even sends additional bonus offers.

I find it unbelievable how this online casino neglects its duty to implement player protection. I can only advise everyone not to play here at this time and continue to request a refund of my deposits.

Update - Vor über 24 Stunden habe ich die Anfrage zum Selbstausschluss versendet, mit dem oben genannten Beispiel. Mein Spielerkonto ist immer noch geöffnet. Der VIP Manager hat mir heute um 19 Uhr eine Mail mit Bonus-Angeboten gesendet. Auf meine Anfrage zum Ausschluss gab es keine Reaktion.

Hieran ist zu erkennen, dass das Online-Casino so oder so den Spielerschutz nicht beachtet (egal wie aussagekräftig der Betreff oder der Inhalt der Mail ist), das Konto nicht schließt (trotz Angabe einer Spielsucht) und sogar zusätzlich noch Bonus-Angebote versendet.

Ich finde es unglaublich, wie dieses Online Casino die Pflicht zur Umsetzung des Spielerschutzes vernachlässigt. Ich kann aktuell nur jedem davon abraten hier zu spielen und wünsche weiterhin eine Erstattung meiner Einzahlungen.

Unfortunately, I've now lost another €120... my player account is still open. I still ask for your help with self-exclusion.

Leider konnte ich nun weitere 120€ verspielen.... mein Spielerkonto ist nach wie vor geöffnet. Ich bitte weiterhin um Ihre Mithilfe zum Selbstausschluss.

Since April 3, I've deposited and lost €210. I sent another email to customer support and the VIP manager about self-exclusion four days ago. My account is still open.

Mittlerweile habe ich seit dem 03.04. 210€ eingezahlt und verspielt. Ich habe vor 4 Tagen nochmals eine Mail zum Selbstausschluss an den Kundensupport und den VIP Manager gesendet. Mein Konto ist immer noch geöffnet.

Thank you very much, Jason12, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Jason12, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. While waiting for the casino to reply, would you be able to either upload here or e-mail me (matej.l@casino.guru) your cashier history with all the deposits and withdrawals since 04/04/2025? That would be very helpful.

I’d like to invite a representative of BassBet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Hello Matej,

First of all, thank you very much for your help. I sent a list of deposits by email. Since April 4, I've been able to deposit a total of another €400. There have been no withdrawals.

However, I would like to emphasize again that I already requested an irrevocable deletion of my player account for self-protection on February 14th. Since February 14th, I have been able to deposit a total of over €2,400. I request your assistance in enforcing this amount, or at least a partial amount, and, of course, in self-exclusion.

Thank you in advance.

Hallo Matej, 

erst einmal vielen Dank für die Hilfe. Ich habe per Mail die Auflistung der Einzahlungen gesendet. Seit dem 04.04. konnte ich insgesamt weitere 400€ einzahlen. Auszahlungen gab es keine. 

Allerdings möchte ich noch einmal hervorheben, dass ich bereits am 14.02. um eine unwiderrufliche Spielerkontolöschung zum Selbstschutz gebeten habe. Seit dem 14.02. habe ich insgesamt über 2.400€ einzahlen können. Ich bitte um Mithilfe bei der Durchsetzung dieser Summe oder zumindest einer Teilsumme und natürlich beim Selbstausschluss.

Vielen Dank im Voraus. 

Thank you for the provided details, I can confirm I have the e-mail and uploaded it amongst the evidence for this case, onto our system. Unfortunately, we will not be able to enforce the refund of all the money you have deposited, and I will try to explain the reason behind this below. However, your account has not been closed within the reasonable time, so partial refund is in place. Here is the deal:

While it is true you have requested an account closure since February, you have not stated a reason being gambling addiction. Normally, when asking for an account closure and stating the reason being you just don't want to play in the casino anymore (or not stating a reason at all), you have an option of simply stop playing. It's the same as if you had a bad experience in a restaurant and stopped going there for your meals. Also, it is a common practice amongst players after incurring a heftier loss, to say in the heat of the moment they want the casino to close their account. Few days later they ask for it to be re-opened and they play as usual. Some players even use this as an opportunity to get some kind of a cashback or a bonus play from the casino. In all of these cases, it is assumed that the player is fully capable of making decisions for themselves, and they play only because they want to and can stop at any time. Nothing forces them to spend more money in the casino, so anything that is deposited between the request of account closure and the actual closure, is not enforceable.

Now if the player asks for an account closure and clearly states they have a gambling problem - this is completely different story. Gambling addicts are not in control of their own compulsive behaviour, and can easily spend all their money in the casino and ruin their lives. That is why such cases needs to be taken care of with utmost importance and care. In such cases account should be closed ASAP (or at least the options for depositing and playing games should be disabled) so the player is safe. If the casino ignores such urgent request and allows the player to keep depositing and losing money even longer - before finally closing the account - in such cases we believe the player is entitled for their deposits to be returned (minus any winnings withdrawn in the meantime) if those deposits happened between the self-exclusion request and an actual account closure.

As you have requested proper self-exclusion only at around the beginning of the April, we can't request refunds of anything deposited beforehand. We will now wait for the casino to finally close the account without the option for re-opening, then we'll try to mediate the refund.

Thank you for your reply. I hope BassBet addresses the matter, implements the self-exclusion, and initiates a refund.

Vielen Dank für die Antwort. Ich hoffe das BassBet sich der Sache annimmt, den Selbstausschluss ausführt und eine Rückerstattung einleitet.

... unfortunately my self-exclusion was not processed and I was able to deposit another 60€

... leider wurde mein Selbstausschluss nicht bearbeitet und ich konnte weitere 60€ einzahlen

Dear Jason12,

We apologize for any inconvenience this may have caused.

We are reaching out to confirm you of the status of your account, which is currently closed, and that your account has been successfully unsubscribed from receiving any further communication.

In relation to your refund request, we have forwarded the details to the relevant department for further investigation. You will be kept informed of the update.

Please be assured that we are doing our best to resolve this matter as soon as possible.

Best regards,

BassBet Casino Team

Hello, I can confirm that my player account is currently being reviewed, and I am therefore unable to log in. Thank you very much for that. Now all that's left is the refund. If I need to provide any additional documents, please let me know.

Hallo, ich kann bestätigen, dass sich mein Spielerkonto in der Prüfung befindet und ich somit aktuell keine Anmeldung vornehmen kann. Vielen Dank dafür. Nun muss nur noch die Rückerstattung erfolgen. Sollte ich dazu noch Dokumente zur Verfügung stellen müssen, bitte ich um eine Info.

I am glad to see the things are moving forward! :)

Thank you BassBet Casino Team for the account closure and the confirmation. Please, let us know ASAP once the question of the refund is discussed internally, to keep us up to date.

Hello Matej,

I just contacted the casino's live chat to inquire about the current status of the refund process. I also asked what other information they need from me to initiate the refund.

Apparently, no note regarding the verification was left, and I was asked to send an email to support regarding my request. I sent a screenshot of the Bassbet representative's response above to the live chat, but I was still told to submit another request via email.

How can this be? I'm starting to get really angry and find it truly unfortunate how Bassbet treats its users. Constantly stalling.

Hallo Matej,

gerade habe ich den Live-Chat des Casinos kontaktiert um nach dem aktuellen Stand bezüglich der Prüfung (Rückerstattung) zu fragen. Außerdem habe ich gefragt, welche Daten noch von mir benötigt werden, um die Rückerstattung einzuleiten.

Anscheinend wurde kein Vermerk bezüglich der Prüfung hinterlegt und ich wurde aufgefordert eine E-Mail an den Support bezüglich der Anfrage zu senden. Ich habe einen Screenshot von der oben stehenden Antwort des Bassbet Vertreters in den Live Chat geschickt und trotzdem wurde darauf verwiesen, dass ich nochmals einen Antrag per Mail stellen soll.

Wie kann das sein? Langsam werde ich wirklich sauer und finde es wirklich schade, wie Bassbet mit den Nutzern umgeht. Ständig dieses Hinhalten.

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 messaged our contact within the casino group, in hopes of speeding up the reply process.

Dear Jason12,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Basset Casino Team

Hello everyone,

First of all, thank you for your help and response. I can confirm that I received an email from Bassbet Support about an hour ago with a refund offer. I responded to the email and accepted the offer. I also asked them to let me know what information/documents are needed to process the refund. Now I just need a response and the payment to be processed.

Hallo zusammen,

erst einmal bedanke ich mich für die Hilfe und die Antwort. Ich kann bestätigen, dass ich vor ca. einer Stunde eine Mail vom Bassbet Support erhalten habe, mit einem Rückerstattungsangebot. Ich habe auf die Mail geantwortet und nehme das Angebot an. Ebenso habe ich darum gebeten mir mitzuteilen, welche Angaben/Dokumente für die Durchführung der Erstattung benötigt werden. Nun muss nur noch eine Antwort kommen und die Zahlung bearbeitet werden.

Thank you both for the update! I am glad to see that an agreement has been reached. Dear Basset Casino Team, please let us know once the payment is processed on your end.

If someone can also confirm the agreed refund sum, I can adjust the disputed amount within this complaint.

Hello everyone,

I hereby confirm that I have received a refund of €2,800.

Thank you for your editing and help.

Hallo zusammen,

ich bestätige hiermit, dass ich eine Rückerstattung von 2.800€ erhalten habe.

Vielen Dank für die Bearbeitung und die Hilfe.

Dear Jason12,

This is great news! I am very happy to hear that you got your refund and the account has been closed now, and would like to thank BassBet Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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Lastly, 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. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru