BassBet Casino - リクエストにもかかわらず、プレイヤーのアカウントはブロックされません。

Despite repeated requests to block my account, it remains unblocked. I lost €720, even though I requested a block due to gambling addiction after the first €180. They don't respond to emails, nor can they activate the chat button. I'm simply unavailable! I've already written four emails and demand my money back!

Trotz mehrmaliger Aufforderung zur Sperre wird mein Konto nicht gesperrt. Ich komme € 720,- verspielen obwohl ich nach den ersten 180€ schon um eine Sperre wegen Spielsucht gebeten habe. Es wird weder auf Emails reagiert noch kann der Button für den Chat aktiviert werden. Einfach nicht erreichbar!!! Ich habe bereits 4 Mails geschrieben und verlange mein Geld zurück!

Dear x4wsccrkcd,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses if you received any at all? My email address is veronika.f@casino.guru.

Have you double-checked that you typed the correct email address to request self-exclusion from this casino?

Have you ever successfully communicated with customer support?

Have you passed the full KYC verification?

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

Email was sent

Email wurde gesendet

Thank you for your emails. To ensure I fully understand your situation, could you please confirm the following:

• Was your first request for self-exclusion made on 16 March, when your daughter contacted the casino through your email address?
• Have you received any responses from the casino regarding any of your emails so far?
• Have you ever successfully communicated with the casino's customer support team via live chat?
• Has the casino ever contacted you in response to your request to close your account?
• Have you completed the full KYC verification process, or have you at least been asked to verify your account?

1. Yes, the casino was contacted for the first time on March 16th because my daughter caught me gambling. I was severely addicted to gambling, so luckily she was keeping me under control.
2. So far, the casino hasn't responded to any of the emails. They've only sent advertisements.
3. It is not possible to click the live chat button or to contact the live chat.
4. The casino did not respond to the request for a ban due to gambling addiction, nor did it answer any emails.
5. I was neither asked for verification nor did I complete any verification.

Unfortunately, to date, there has been no blocking and no response from the casino.

1. ja, am 16. 3. wurde das Casino erstmals kontaktiert, weil meine Tochter mich beim Spielen erwischt hat. Ich war schwer spielsüchtig und daher werde ich von ihr zum Glück kontrolliert.
2. es gab bisher keine einzige Antwort vom Casino auf die Emails. Es wurde nur Werbung zugesendet.
3. es ist nicht möglich den Button für den Live Chat anzuklicken bzw. es ist nicht möglich mit dem Live Chat Kontakt aufzunehmen.
4. das Casino hat keine Reaktion auf den Wunsch der Sperre wegen Spielsucht gezeigt, auch wurde kein Email beantwortet.
5. Ich wurde weder zur Verifizierung aufgefordert noch habe ich eine Verifizierung vorgenommen.

Es ist bis heute leider keine Sperre erfolgt- und keine Reaktion vom Casino.

https://verification.anjouangaming.org/validate?domain=bassbet1.com&seal_id=b68695078a2319a357148065f8c7d e8c0edc6728a59d0ca1ad110db75e8dcbae749b03c0608dca9eeaa64ff928c3ca24&stamp=d9d2dc7f30fca139c358f3a577409f22

THE CASINO DOES NOT HAVE A VALID LICENSE!!!

https://verification.anjouangaming.org/validate?domain=bassbet1.com&seal_id=b68695078a2319a357148065f8c7de8c0edc6728a59d0ca1ad110db75e8dcbae749b03c0608dca9eeaa64ff928c3ca24&stamp=d9d2dc7f30fca139c358f3a577409f22

DAS CASINO HAT AUCH KEINE GÜLTIGE LIZENZ!!!

Thank you very much, x4wsccrkcd, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello x4wsccrkcd, 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.

After reading through the provided e-mail evidence, I have noticed a lot of issues that needs to be corrected as soon as possible. Although I am not going to excuse the casino's lack of communication, and I believe they should have investigated and closed the account as soon as possible, I will do my best to get you correctly self-excluded from BassBet Casino.

Firstly, in accordance with the casino's responsible gambling section, please send an e-mail to support@bassbet.com with the following text, and CC my e-mail in it too (matej.l@casino.guru):

Email subject: Self-exclusion

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 lifetime.

The reason for my decision is suffering from gambling addiction.

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."

Hopefully this will speed up the process, while waiting for the casino representatives to reply.

When it comes to the refund, I am afraid none of the money is enforceable, since the deposits happened well before the casino has been informed about the gambling addiction. In your first e-mail you have even acknowledged not reading the Terms & Conditions when signing up, and while a lot of local laws have been cited, none is applicable to this case. As far as the law is concerned, you have willingly signed up with the casino, accepted the Terms and Conditions (which also states you are OK with the possibility of losing money) and most importantly the deposits have happened several days before bringing the gambling addiction to the casino's attention. As for being on the gambling blacklist within Curacao, Kahnawake and Malta licenses, unfortunately Anjouan Gaming Authority is a different body operating in different part of the world, and these lists are not being shared amongst each other.

However, if you can confirm any more deposits made into the account since 19th March, or that you have received an e-mail confirmation in the past that being banned in any of the BassBet's sister casinos will automatically exclude you from every other casino as well, then the only thing we can do here is ensure your account gets closed as soon as possible, and the marketing communication ceases as well.

Lastly, BassBet Casino does have a valid licence, just not for Austria, as it is disclosed on the validation seal page:

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 not responding to the self-exclusion request, keeping the account open and clarify the situation? Thank you.

I, or rather my daughter, informed the casino of my gambling addiction on March 16, 2025, at 5:59 PM, using my registered email address and all my data.

The day before, €120 was deposited. At that time, the casino had no idea about the gambling addiction.

After declaring my gambling addiction, I was allowed to deposit and gamble another €530. The account hasn't been closed yet!

Ich bzw. meine Tochter hat von meiner registrierten Mailadresse mitsamt all meinen Daten das Casino am 16.3.2025 um 17:59 auf meine Spielsucht aufmerksam gemacht.

am Tag davor wurden 120€ einbezahlt. Da konnte das Casino noch nichts von der Spielsucht wissen.

Nach Bekanntgabe der Spielsucht durfte ich weitere € 530,- einzahlen und verspielen. Das Konto ist bis zum jetzigen Zeitpunkt noch nicht geschlossen!

Thank you for the additional information. Was any of that deposited on 19th March or later? If so, I will do my best to get the refund to you, alongside getting the account permanently closed ASAP.