Bass Win Casino - Stanje igrača je zaplenjeno.

I have had my balance confiscated due to placing a bet of over £2.00 with an active bonus. I wish to have my balance of £1500 returned to me - this was my balance prior to placing the bet that exceeded £2.00. I understand any winnings after placing the bet must be forfeited but cannot see why I should lose it all.

Hello 8txzhz2tg5,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bass Win Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Was the wagering of the bonus finished?
• How many bets did you make over the maximum limit?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I had just over £1500 in my balance prior to placing this £100 bet. This amount was won legitimately. I had a pending withdrawal of £400 at the time also.

i understand the need to forfeit any winnings won as a result of this illegal bet (which I shouldn’t have been allowed to even place if it was against the rules!) but I am not willing to have to sacrifice the total balance

Hello 8txzhz2tg5,

Can you please answer to all my previous question?

Yes my account was fully verified in December 2024

the wagering of the bonus has finished

i have spoken to the casino via live chat and e mail and gotten nowhere

they tell me I made one bet over £2.00 and confiscated my entire balance

there was a £400 pending withdrawal that was also taken

Hello 8txzhz2tg5,

Would it be possible to forward your full betting history along with the communication between you and the casino to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

I have emailed the items as requested

Many thanks

Lisa Jen***

Dear 8txzhz2tg5,

Thank you for your message. If you are unable to access the betting history, we will attempt to contact the casino on your behalf.

As you mentioned that the bonus wagering was completed, any bets exceeding $2 should no longer be relevant, as the bonus rules typically cease to apply once wagering is fulfilled.

I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru), who will be assisting you further.

Wishing you the best of luck in resolving this matter.

Best regards,

Nick

Many thanks nick! I really appreciate your help. The casino did not send me my full history unfortunately

Lisa

Hello, 8txzhz2tg5,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Bass Win Casino team,

Could you please explain the player's situation in more detail? Why has the user's balance been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear 8txzhz2tg5,

I was in contact with the casino recently. However, they cannot provide me with any details from your casino account and recommended you contact them directly.

As I could see in the screenshots you provided to my colleague (the communication between you and a casino representative regarding complete game logs/betting history), you already did that. Therefore, since the casino is not able and willing to provide us/you with the requested data from your account, I should close the case as 'unresolved', which will decrease the casino's rating on casino.guru. Before I do it, I have only a few more questions for you.

What bonus are we talking about, please? Was it a casino bonus or a sports betting bonus?

What games did you play with the bonus when it was active, and in what type of game did you breach the maximum bet limit? Was this bet a winning one or you lost it?

Has the casino already contacted you back regarding your betting history you requested before? If so, can you forward it to my email address (branislav.b@casino.guru)? Or, was it the last information you received from them regarding your betting history - that it is simply not available?

Thank you. Looking forward to hearing from you.

Please see screenshots of correspondence via live chat. I appear to be going around in circles with them

Thank you for the update.

Can you please contact them via the stated email once again and inform me about any progress (screenshots of the communication once it is finished)? In the meantime, I was in contact with someone from the casino, so maybe it could help that they know about your complaint on casino.guru. But, they cannot provide me with the relevant details/evidence. It is worth trying at least.

In addition, please check my previous post, and answer all my questions.

Thank you. Looking forward to hearing from you.

Thank you. I have emailed them previously and made full complaints to which I have received a final response which is why I’m loathed to e mail again as I feel I’m going around in circles. You may have some luck as they said for you to contact them via the email address provided. I shall endeavour to reply to the questions posed earlier very soon

It was a casino bonus and at the time I had over £1700 in my balance, with a pending £400 withdrawal.

I placed a £10 bet which was allowed to be placed despite a rule against placing a bet over £2.00 at the time I had an active bonus. If this amount exceeded the max bet allowed to be placed then there should not have been the option to place any bet over £2.

Regardless of this I accept it was an illegal bet and any winnings accrued as a result of the bet should be confiscated.

However ALL of my balance, including the £400 pending withdrawal was confiscated. I dispute that any winnings not accrued as a result of the illegal bet should have been confiscated and wish for them to be returned to my balance.

Despite asking for my full betting history to be sent to me via e mail I have received nothing.

many thanks in advance

EDITED

Thank you for your response.

I think you did not understand it correctly, 8txzhz2tg5. Please, try to contact them using the stated email that you received in Live Chat once again and once you have any response from the casino or the communication is finished, forward the complete communication to my email (branislav.b@casino.guru).

Thank you. Waiting for the communication between you and the casino's CS via email.

Looking forward to hearing from you.

My previous post was edited since I noticed you replied in the meantime.

So you wish for me to make another complaint to the casino?

Yes, exactly, using the email you received from the live chat representative. Since I was in contact with them via email too, I believe that they will change their approach and provide you with more than before, especially the game logs you requested from them before. The last chance for them to prove their claims and support their decision regarding the winnings confiscation.

However, if they refuse to cooperate or provide you with the complete betting history/game logs, or if they behave the same way as before - unfortunately, I will be forced to close the complaint as 'unresolved', and their rating on casino.guru will be decreased.

As I mentioned, due to their strict internal policy and regulations, they cannot provide me with the relevant details from your casino account. Therefore, it makes no sense for me to contact them on your behalf.

Let's give it one more try.

Thank you for understanding.

I shall give it a go

thank you

Here is their reply to a second complaint via e mail -

I’m no further than I was before as my argument is that my entire balance should not be confiscated - only winnings from the ‘illegal’ bet. Plus I had a pending withdrawal for £400 at the time and this was also confiscated

Dear 8txzhz2tg5,

Thank you very much for the update and the provided screenshot/communication, and I apologize for the delay.

To be honest, I really believed that after an email exchange with the casino and their finding about this complaint, they would change their mind and approach in reviewing and resolving the matter. However, nothing changed at all, and as you mentioned, you have been stuck at the same point without results.

Unfortunately, I am sincerely sorry, but since we have not received any relevant response or details/evidence from the casino regarding the issue, and we cannot continue resolving this complaint without their cooperation, we are forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way.

Although there is no other option for how you could move forward with the matter as the casino operates without a valid gaming license, the rating decrease caused by the closure of this complaint as 'unresolved' and the closure of other unresolved cases like this one could change their approach in the future. The casino can still contact us at any time to fix things.

The casino can reopen this complaint anytime by contacting me via email, and I hope they will use this option in the future. If that happens, you will be notified about it.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru