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So I've been arguing and discussing with the nice, helpful live support staff for five days now....

The thing is, I won around 15,000 euros at a high point... then I started to withdraw because the casino unfortunately has a 500 euro withdrawal limit... while I waited I carried on playing... it went up sometimes, then down... then it started that the individual withdrawals took longer than usual, 24 hours turned into 48 hours until the payout... in the end I managed to withdraw 500 euros four times... because during that time it only went down... I thought to myself, well, that's how it is, I could have stopped earlier.

Then I remembered that I still had the coins. I looked and I had around 17,000 coins.

Then it's not that bad, I thought to myself...

The shit is when I started to convert the coins into money through the fishing game, I started to see the rewards, but they weren't in my account.

I contacted support, and they initially told me about technical problems and that I should reload the page, etc. Then it turned out that I was blocked from receiving bonuses and rewards without any explanation. I asked why, and I was repeatedly banned from the chat room. Later, I learned that I had been blocked by the web administrator without any explanation.

And I don't get any replies to my messages either...

And they avoid me and have a new excuse every day as to why I can't get my coins... I've also been blocked from all other partner sites.

I just want to have my coins available. They're worth roughly 1 to 1 in euros...you get 1 coin for every 10 euros you deposit or spend...

Can you help me

So ich streite und diskutiere schon seit 5 Tagen mit den netten zuvorkommend Mitarbeitern vom live Support....

Es geht darum ich erspielte zu hoch Zeiten so an die 15000 Euro..habe dann auch mit meiner Auszahlung angefangen weil das casino leider ein 500 Euro Auszahl Limit hat...in der warte Zeit spielte ich weiter ...Es ging mal hoch mal drunter... dann fing es an das die einzelnen auszahlungen länger dauerten als sonnst aus 24 stunden wurden 48 Stunden bis zur Auszahlung...im Endeffekt geling esmir 4 mal 500 Euro aus zuzahlen ..weil in den Zeitraum es nur noch runter ging ..dachte mir naja dann ist das so hätte vorher auf hören können..

Dann viel mir ein das ich ja noch die Münzen habe ich schaute nach und ich hatte rund 17000 Münzen..

Dann ist es ja nicht ganz so wild dachte ich mir ..

Scheisse ist als ich dann anfing die Münzen in Geld Beträge durch das sozusagen Angel Spiel um zu setzen fing es an das ich die Belohnungen angezeigt bekommen habe , aber sie nicht auf mein Konto waren ,

Ich schrieb den Support an und die erzählten mir sowas erst von technischen Problemen und ich soll die Seite neu landen und Co..raus gestellt hat sich dann . Das ich ohne Begründung für bonus und Belohnung gesperrt wurde ..ich fragte nach warum ..da wurde ich erst immer wieder des chat Raums verwiesen..und später erfuhr ich das ich vom Web-Administrator gesperrt worden ohne Begründung..

Und auch keine Antworten auf meinen Nachrichten bekomme ..

Und die mir aus dem Weg gehen und jeden Tag eine neue ausrede haben warum ich nicht an meine Münzen kann ..dazu wurde ich auch von allen anderen Partner seiten gesperrt.

Ich möchte doch nur meine Münzen zur Verfügung haben sie sind zo zusagen ungefähr 1 zu 1 in Euro Wert...man bekommt 1 Münzen für 10 Euro Einzahlung oder Umsatz...

Könnt ihr mir helfen

Dear Blood26,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino. I understand how frustrating this situation must be for you, especially after all your efforts to resolve it with their support staff.

To assist you better, could you please provide more details about your situation? Here are some questions that may help clarify things:

• What specific reasons did the support staff provide for blocking your access to bonuses and rewards?
• Have you received any written communication or emails regarding your account status or the blocking of your rewards?
• Could you share the time frame during which you started experiencing issues with your withdrawals and conversions?
• Have you tried reaching out to the casino through any other channels aside from live support?

Your cooperation in providing these details will help us investigate and work toward a resolution. If you have any relevant communication or documents, please feel free to forward them to tomas@casino.guru

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

Thank you in advance for your reply.

Best regards,

Tomas

I never got a clear explanation, just excuses and apologies.

I have asked several times in writing for an explanation and activation but never received an answer as to why...only that it was ordered by the web administrator.

Problems arose immediately after I ran out of real money...when I still had some money, I could access coins and such without any problems.

I have sent all chat histories and messages like screenshots that I make every day to her email

Thank you very much Sascha

Ich habe nie eine eindeutige Erklärung bekommen nur ausreden und Entschuldigungen..

Habe auch mehrmals schriftlich um Erklärung und Freischaltung gebeten aber nie eine Antwort darauf bekommen warum ..nur das es vom Web Administrator so veranlasst wurde.

Probleme traten sofort auf nach dem ich kein echtgeld mehr drauf hatte ..wo ich noch was drauf hatte konnte ich ohne probleme auf münzen und so zugreifen..

Habe alle chat Verläufe und Nachrichten wie Screenshots die ich jeden Tag mache an ihre Email geschickt

Vielen Dank sascha

Hmmm what happens next

Hmmm wie geht es jetzt weiter

No one left

Keiner mehr da

Thanks for your patience.

From my point of view, the 'Coins' have value only for your attempts to play the casino's special fishing game.

You wrote that the rewards coming from the game are not being credited to your account.

• Could you please share a screenshot of what it looks like when the rewards are not being credited?
• Have you tried accessing the casino using a different device, such as a desktop computer?
• Where are the rewards redeemed by the game supposed to be displayed for you?
• Does the casino allow you to deposit and play otherwise?

I apologize for not entirely understanding the issue.

The rewards are the coins that you can convert into real money through fishing...

I can fish for my coins, but the real money prizes I get then don't appear in my account afterwards; they disappear, and the deducted coins stay there.

You can normally see them in the profile area under bonus...

Yes, I tried it from a different device and did everything else that suggested it would work if it was an error...

I can certainly make deposits, but why should I do it...

As you can see from the sent chat it is not due to a mistake

But according to the support my coins were deleted by the web administrator without any explainable reason

Blocked so I can't convert them into real money

Die Belohnungen sind die Münzen die man durchs Angel in echtgeld sozusagen umwandeln kann ...

Ich kann Angeln für meine Münzen aber die echtgeld Preise die ich dann da bekomme .. Tauchen nicht in mein Konto danach auf und verschwinden und die abgezogen Münzen bleiben weg ...

Die kann man sonnst normal im Profil Bereich unter bonus einsehen ...

Ja ich habe es von einen anderen Gerät versucht und habe auch sonnst alles gemacht was es darauf hin läuft wenn es ein fehler ist ...

Einzahlungen kann ich bestimmt machen aber warum sollte man es tun...

Wie sie aus den geschickten chat verlaufen sehen können liegt es nicht an ein Fehler

Sondern das nach Aussage des Support meine Münzen ohne erklärlichen Grund vom Web Administrator

Gesperrt worden so das ich sie nicht in echtgeld umwandeln kann

Thank you very much, Blood26, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

OK thanks

Ok danke

Dear Blood26,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Great, what can I do now

Na super was kann ich jetzt machen

Dear Blood26,

We are sorry to hear about for your experience.   

We have forwarded your request to the relevant team and we would try our best to help you in this situation and provide you with an update at the earliest as possible. 

Thank you for being so patient with us! We really appreciate it.

Best regards, 

BassBet team.

Dear BassBet Casino team,

Thank you very much for your reply. I am extending the timer by 7 days, let us know if you need more time.

Dear Jozef,

We have shared evidence related to this case.

We will wait for you update.

Best regards,

Bassbet team.

I'm curious...why and why you're using this

Da bin ich mal gespannt..wieso und warum ihr mir das verwert

Dear BassBet Casino team,

I have responded to your email and I will wait for your update.

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.

They do this on purpose to get it out of the listeners. It has been going on for over 8 weeks with the back and forth, then another deadline and another one... what is this all about

Das machen die mit Absicht um es raus Zuhörern es geht schon über 8 Wochen mit den hin und her dann wieder nee Frist und wieder eine .. was soll das

Dear Blood26,

We are sorry to hear about for your experience.   

We have forwarded your request to the relevant team to check further and we would try our best to help you in this situation and provide you with an update at the earliest as possible. 

Thank you for being so patient with us! We really appreciate it.

Best regards, 

BassBet team.

How long is this going to take? Nothing else has been claimed for weeks and it is just being kept on

Wie lange soll das den noch dauern ..es wird seit wochen nichts anderes behauptet und nur hin gehalten

Dear BassBet Casino team,

I am extending the timer by 7 days, please let me know if you need more time.

And after 7 days it's always the same and then what happens in the next few days... They write a quick hello and have another week to spare... I'm starting to think you're working with them.

Und noch ,al 7 Tage das ist immer das gleiche und was kommt dann in den nächsten Tagen..Die schreiben kurz hallo und haben wieder nee Woche Zeit..langsam glaube ich ihr arbeitet mit denen zusammen

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.

One question: What is this? On March 24, 2025, they had a seven-day deadline. Now it's June 4, 2025, and they still have a seven-day deadline. Something's not right. A change to the deadline without a postponement, either clarification or payment in seven days without any further deadlines or extensions... otherwise, this is all fraud and scam.

Eine Frage was ist das den ..die hatten am 24.03.2025 eine Frist von 7 tagen jetzt haben wir den 04.06.2025 und die haben immer noch nee Frist von 7 Tagen. Da stimmt doch was nicht ..Frist Änderung ohne Aufschub entweder Klärung und Auszahlung in 7 Tagen ohne weitere fristen und Verlängerung..das ist doch sonnst alles Betrug und beschiss

Dear Jozef,

We have shared an explanation to your question.

We will wait for you update.

Best regards,

Bassbet team.

What the casino has just written, as you can see, was already written exactly a month ago and nothing has come of it...should it continue like this now?

Das was das casino jetzt geschrieben hat hat es wie man sehen kann genau vor ein monat schon mal geschrieben und es kommt nichts bei raus ...soll es jetzt so weiter gehen

Dear Blood26,

Thank you very much for your patience. There might have been a slight visual delay, but I can confirm that I did respond regarding the timer extension.

Unfortunately, the complaint process can sometimes take longer, especially as we wait to receive all supporting evidence and clarify various questions. Our communication with the BassBet Casino team is still ongoing, but we are now approaching the final stages.

I will inform you of the outcome very soon. Once again, I truly appreciate that you’ve stayed with me throughout this, even though I understand how frustrating the wait can be.

Dear BassBet Casino team,

I have responded to your last message. Thank you for your cooperation.

Dear All,

Thank you for your message.

Please be assured that we will further investigate the claim and provide you with further updates as soon as possible.

Thank you for your patience and understanding.

Best regards,

Bassbet team.

And again just delaying tactics from bassbet casino

Und schon wieder nur hinhalten Taktik vom bassbet casino

Dear Blood26,

I have been actively communicating with the casino team and can confirm that there are no delays on their part. Thank you for your patience. I’m confident that we will have more information within the next few days.

Dear BassBet Casino team,

I am extending the timer by 7 days, please, let me know if you need more time. Thank you for your continued cooperation.

Like now...you write that there is no more delay and at the same moment they get an extension of 7 days how many times...I bet it will continue like this for the next few months what's the point...that's unfair and not right

Wie jetzt..ihr schreibt das es keine Verzögerung mehr gibt und im gleichen Augenblick bekommen sie eine Verlängerung von 7 Tagen wie oft den noch .. ich wette das geht noch die nächsten monate so weiter was soll das..das ist unfair und nicht richtig

Dear All,

We would kindly like to apologize for the waiting time and any inconvenience this may cause.

Please be assured that we received the reply from @jozef and forwarded it to the relevant department, which is investigating the further options.

Please be assured that we are working with high priority on this case and will provide further information as soon as possible.

Thank you in advance for your understanding and patience.

Best regards,

Bassbet team.

Yes, everything is fine, but after more than 10 weeks, what needs to be checked that takes so long? To check something takes more than 10 weeks, sorry, then people would have to look for another job.

Ja ist ja alles gut aber nach mehr als 10 Wochen was muss den da solange geprüft werden was so lange brauch ...um was zu prüfen mehr als 10 wochen zu brauchen sorry dann müssten die leute sich ein anderen job suchen

Dear BassBet Casino team,

Thank you for your cooperation and effort. I am extending the timer by 7 days, please let me know if you need more time.

prank

Verarsche

Dear Blood26,

We would like to inform you that we have reached a decision to unlock the bonus block of your account. You are now permitted to continue utilizing your coins on BassBet account.  

Our team wishes you all the best for your future activities!

Best regards,

BassBet team.

Dear Blood26,

can you please confirm the casino statement?

I would still like to know why the bonus block has been there for 3 months now

Ich würde trotzdem gerne erfahren warum der bonusblock jetzt 3 Monate drinnen war

Dear BassBet Casino Team,

Thank you very much for your cooperation. Could you please react?

Dear Blood26,

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

7.3 :- We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or a group of customers from the promotion program of the Website at our sole and absolute discretion. In the event of any dispute regarding our promotions (including, without limitation, eligibility, use, abuse, fair play, calculation of winnings and wagering requirements) Company’s decision shall be final and non-negotiable.

However, as our management decided to give you an opportunity to unlock the bonus block of your account.

Our team wishes you all the best for your future activities!

Best regards,

BassBet team.

Dear Blood26,

can you please confirm?

Yes, I can in a way

Ja kann ich auf einer Art und weise

Dear Blood26,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards, Jozef

Casino.Guru