Bass Win Casino - Акаунтът на играча не може да бъде закрит.

They will not close my account permanently despite me asking numerous times. HELP

Dear graymundo82,

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 the player.

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

(after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

• Could you please specify the reason for closing your account?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Hello. I want to be removed completely from their website. I have asked for this to be actioned multiple times and given them the reason of a gambling addiction in the online support. All they do is close the account but I can open it again with a couple of clicks. I'm so frustrated. Surely this is not legal!!!

Thanks for your reply.

To proceed, kindly forward your attempts to resolve the issue with casino support. Forward the communication between you and the casino to my email at tomas@casino.guru

Dear graymundo82,

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.

Hello. I have emailed you Tomas.

Thank you very much, graymundo82, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 graymundo82,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Bass Win Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

I would also like to request a refund of all deposits since I have requested permanent closure. This is scandalous behaviour from them.

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 know that there will be no response. How are websites allowed to get away with this?

Tick tock

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michl V