BassBet Casino - Сметката на играча остава отворена въпреки исканията за закриване.

Hi Casino Guru

I saw some similar complaints about Bassbet so just adding mine here now too. As with other users, I requested on several occasions for my account to be permanently closed, both recently and several months ago. However my account was reopened and on top of this I continued to receive marketing/promotional emails.

I specifically demanded that my account be permanently closed AGAIN after I realised most recently that my account had once again been reopened without my consent. This was not honoured despite me requesting so many times now for it to be permanently closed given my responsible gambling history. They then allowed me to deposit and lose 4000 euro. I can't understand how this is allowed to happen and I am clearly not the first person to suffer from this.

I have reached out to them about this and about being reimbursed with these losses since my account should have been permanently closed as per my (several) requests. They have yet to respond. Please help in getting them to reach out as this is extremely concerning and stressful.

Thanks.

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Dear Lokomomo, thank you very much for submitting your complaint. I am truly sorry about your negative experience with BassBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise whether you currently still have access to your account?
• Have you regained access to your original account or have you opened a new one?
• Could you please share your with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi Attila

Thanks for the reply. I still currently have access to the account. It is the same account I've always had and same account I've asked many times to be closed permanently and not allow me access to. I will forward on my correspondence with them over the last few weeks. Many thanks again.

They are continuing to send me these kinds of mails and it is just mind boggling. I have still heard nothing back from them and the 4000 euro they allowed me to deposit after my account was reopened without consent is still not refunded.

Just an update - my account STILL remains open and I have heard nothing of relevance back yet. I just got a reply from the VIP team who stated they forwarded my message to the relevant team

Just another update here. My account continues to be open, I am still being hammered with marketing emails and I have still not heard anything back yet. Nor have i been reimbursed. Absolutely awful.

Dear Lokomomo,

thank you for your messages and screenshots provided.

After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.

Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be 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 immediately excluded 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 [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Many thanks again for the reply and information. I'd first like to point out that I think it's abundantly clear and implicit in my correspondence with the casino that I have gambling issues. I requested several times to have my account closed permanently AND not to allow me to ever reopen it. This is a clear and obvious plea from someone with a gambling addiction.

Further to this, I have sent mesages previously stating that they have taken every last cent of my money and to close my account permananetly as a result. This is an OBVIOUS self exclusion request. I can send on this correspondence too if you like?

Either way, the sheer volume of exclusion requests I have sent coupled with the fact they continued to reopen my account despite me insisting they don't is as blatant a responsible gambling failure as I have ever seen. My requests have been permananet self exclusion requests - there's no 2 ways about this. As mentioned it's abundantly clear in the mails I have sent them and not just the ones I have forwarded on to you.

I have still yet to hear back from them outside of someone from their VIP team and the continued marketing mails which I have also explicitly stated I do not want to receive. Again I appreciate your response however I cannot accept some elements of it.

Thanks.

Just a further update here. They have finally reached out to me and offered me a refund. However, and I am hoping it's merely an oversight on their part they have only offered me half of my total recent deposits. I mentioned this to them and will be pushing to get the full amount back as this is ultimately what I feel I at least deserve and am entitled to based on all the informationi have provided and more. I await their response and will update here accordingly.

Thank you for the update.

First of all, I am glad to hear that the casino has acknowledged the situation and offered you a refund.

That being said, I would like to clarify our position. Unfortunately, we are unable to proceed with a self-exclusion complaint without clear evidence that gambling-related issues were communicated to the casino.

Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

Could you please confirm whether your account has now been permanently closed?

Additionally, please forward the latest correspondence with the casino regarding the refund offer. If you have any communication in which you explicitly mentioned gambling addiction, gambling problems, or a loss of control over your gambling, please share that as well.

Thank you in advance for your reply.

Best regards,

Attila

Hi Attila

Thanks again for your reply and information. As mentioned before, I have sent several requests to habe my account closed and have explicitly stated that I lost all my money, betting with them is ruining my life/family etc which is presumably why they are refunding me. I am happy to send on all of these mails though they are quite sensitive in nature and given that they have already offered to refund me, this is ultimately an acceptance of guilt (correctly so) so perhaps it's not necessary. I will be pushing for a full refund though as it makes no sense to refund only half of my deposits whilst my account ought to have been permanently closed.

And yes my account is not closed.

Thanks again

Here's just one such example from earlier in the year. At this point my account should NEVER have been allowed to be reopened and I never requested it to be. I have other examples of this too but as I said they are quite sensitive in nature.

Thanks

Dear Lokomomo,

Thank you for your reply. I understand that some of the correspondence may be personal and sensitive, and I appreciate your willingness to share what you already have.

However, I must reiterate our position. In order for us to pursue a responsible gambling complaint, we need clear evidence that gambling problems, addiction, or loss of control were explicitly communicated to the casino.

If you have such evidence and are willing to share it, please forward it to me and I will review it carefully. If not, and considering that the casino has already offered a partial refund, please let me know whether you wish to close the complaint at this stage.

Thank you for your understanding.

Best regards,

Attila

Dear Lokomomo,

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,
Attila
Casino.Guru