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Good afternoon, yesterday I participated in a tournament in a casino called BASSBET, throughout the afternoon I followed the tournament and realized that I was in first place with several points of advantage.

I went to support to ask what the prize would be for first place in that tournament, I sent screenshots to mention the tournament and capture the score, the operator went to confirm with the relevant department to which he returned with the department's response that the value of the prize would be 50 euros in real balance, I waited until 1 am and realized that the first they gave me for first place in the tournament would have been 14 spins !!!

I went back to the chat to ask for the 50 euros and to inform them that they had only given me 14 spins (figuring it was a mistake because I already knew what the prize would be). They tried to contact the department but to no avail, so they told me to wait for an email with a response from the department.

At around 11 a.m., still without receiving any email, I went back to support where I spoke to an operator who told me that she was going to speak to the department, I waited for about an hour, in the meantime the operator kept telling me to wait, I kept waiting and I remembered to confirm again the value of the prize (50 euros) saying that I thought it was low for first place in a tournament. The operator confirmed that the prize would be the same and that they couldn't change it.

After an hour, I got a reply, telling me that the value of the prize would really be the 14 spins deposited in my account and apologizing for my colleague's mistake, and she also confirmed that the value would be the same. I complained, said I thought it was unfair, showed the screenshots that I will present here as well, and said that they made a mistake so they have to assume and give the amount that the department initially said, even before the tournament ended. The colleague didn't like it, wrote something and left the chat without even giving me time to read what she wrote.

I went back to the chat, spoke to another colleague, explained the situation, the colleague spoke to the department and informed me that the value of the FIRST PRIZE OF A TOURNAMENT WOULD BE THE 14 SPINS !!!!!

I expressed my displeasure, wrote and also left the chat.

In short, I had a question about a tournament, I contacted support who in turn contacted the department who confirmed that the prize would be 50 euros.

Today the department is saying something else, that there are 14 spins for first place in a tournament.

Here I see a department giving information to an operator, who in turn gives it to me, an operator who also confirms that the amount is the same and cannot be changed, and in the end THE SAME DEPARTMENT GIVING ANOTHER TOTALLY DIFFERENT INFORMATION!!!

I want the 50 euros of the prize in real balance as promised, because this is not done, if the company made a mistake it has to assume the error and pay the amount offered. It's not like after winning the tournament they remembered that it's no longer 50 euros, it's just 14 spins!!!

I'll send you all the screenshots as proof of this unfortunate situation.

Boa tarde , ontem participei em um torneio num casino chamado BASSBET , ao longo da tarde fui acompanhado o torneio e percebi que estava em primeiro lugar com vários pontos de vantagem .

Fui ao suporte perguntar qual seria o prêmio do primeiro lugar daquele torneio , enviei capturas de tela para referir qual o torneio e captura da pontuação,o operador foi confirmar com o departamento relevante ao qual voltou com a resposta do departamento que o valor do prêmio seriam 50 euros em saldo real , aguardei até à 1 hora da manhã e percebi que o primeiro que me deram pelo primeiro lugar do torneio teria sido de 14 giros !!!

Voltei ao chat perguntar pelos 50 euros e informar que só me tinham dado 14 giros ( imaginando eu que seria um erro porque já sabia qual seria o valor do prêmio ) , tentaram contactar o departamento mas sem sucesso , disseram me então para aguardar email com resposta do departamento.

Por volta das 11 da manhã ainda sem receber qualquer email voltei ao suporte onde falei com uma operadora que me disse que ia falar com o departamento, aguardei cerca de uma hora , entretanto a operadora foi me dizendo para aguardar , eu fui aguardando ao qual me lembrei de confirmar novamente o valor do prêmio (50 euros )afirmando que achava baixo para um primeiro lugar de um torneio . A operadora confirmou que o valor do prêmio seria aquele e que não poderiam alterar .

Ao fim de uma hora obteve resposta , dizendo me que o valor do prêmio realmente seriam os 14 giros depositadas na minha conta e pediu desculpas pelo erro do colega , sendo que ela também confirmou que o valor seria aquele . Reclamei , disse que achava injusto , mostrei as capturas de tela que irei apresentar aqui também , e disse que eles erraram então eles têm que assumir e dar o valor que o departamento disse inicialmente, mesmo antes de terminar o torneio . A colega não gostou , escreveu qualquer coisa e saiu do chat sem me dar sequer tempo de ler o que escreveu .

Voltei ao chat , falei com outra colega , expliquei a situação, a colega falou com o departamento e informou me que realmente o valor do PRIMEIRO PRÉMIO DE UM TORNEIO SERIAM OS 14 GIROS !!!!!

Mostrei desagrado, escreveu e também saiu do chat .

Resumindo , tive uma dúvida em relação a um torneio , contactei o suporte que por sua vez contactou o departamento ao qual me confirmou que o prêmio seriam os 50 euros .

Hoje o departamento já diz outra coisa , diz que são 14 giros para um primeiro lugar de um torneio .

Vejo aqui um departamento que dá uma informação a um operador,que por sua vez me transmite a mim , uma operadora que também confirma que o valor é aquele e não pode ser alterado , e no fim UM MESMO DEPARTAMENTO QUE DEU OUTRA INFORMAÇÃO TOTALMENTE DIFERENTE!!!

Quero os 50 euros do prêmio em saldo real como prometido , porque isto não se faz , se a empresa errou tem que assumir o erro e pagar o valor oferecido. Não é depois de ganho o torneio lembraram se que afinal já não são 50 euros são apenas 14 giros !!

Vou enviar todas as capturas de tela como prova desta lamentável situação.

Dear marleneborges647,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

To better understand your situation and assist you effectively, could you please provide the following information:

• A link or screenshot of the tournament you participated in
• The Terms and Conditions of the tournament, if available
• The prize list associated with the tournament
• Did you need to make a deposit to join, or was it a free-entry tournament?

I hope we’ll be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Good morning, yesterday 17/06 was when my dispute for the 50 euros began and I won 14 free spins supposedly as a prize for first place. Today the 18th , I opened my account to check the terms of the tournament and received another 14 free spins , so if they say the prize was 14 free spins , how come today I get another 14 for the same supposed prize ? That's the only way to tell that something isn't right!

As I sent before in the screenshots, two operators confirmed that the prize would be 50 euros in real money and that the amount could not be changed, and now after the tournament won they are saying that the first place prize is 14 free spins !!!

I'm going to send you the terms and conditions of the fishing tournaments, in relation to the tournament I took part in specifically, I searched but the winnings no longer appear.

To participate in these tournaments you have to make deposits and play to win coins as explained in the screenshots I'm attaching below.

Bom dia , ontem dia 17/06 foi quando começou a minha disputa pelos 50 euros e ganhei 14 giros grátis supostamente como prêmio do primeiro lugar . Hoje dia 18 , abri a minha conta para verificar os termos do torneio e recebi mais 14 giros grátis , ora se dizem que o prêmio eram 14 giros grátis , como é que hoje recebo mais 14 pelo mesmo suposto prêmio ? Só por aí já se vê que algo não está certo !

Tal como enviei antes nas capturas de ecran , dois operadores confirmaram que o prêmio seria de 50 euros em saldo real e que o valor não poderia ser alterado , e agora depois do torneio ganho já dizem que o prêmio de primeiro lugar são 14 giros grátis !!!

Vou enviar os termos e condições dos torneios de pesca , em relação ao torneio em que participei em específico,procurei mas já não aparecem os ganhos .

Para participar nestes torneios temos que fazer depósitos e jogar para ganhar moedas tal como explica nas capturas de tela que vou anexar em seguida .

Thank you for your response.

Unfortunately, the screenshots of your communication with customer support do not clarify which tournament you are referring to with the first prize of €50. The screenshot of the tournament you provided here shows a prize of 14 free spins on the game Lucky Dwarfs.

If you do not have any additional evidence to support your claim of an incorrect prize being awarded, I will be forced to close this complaint. Thank you for your understanding.

The specific tournament I played and won no longer appears, I tried to go to the page but it doesn't even appear in the finalized ones! The point here is that I didn't know what the prize would be and I asked for help from support who in turn contacted the department, they came up with the answer and told me that the prize for first place was 50 euros, the second time they also confirmed that the amount was the one that couldn't be changed.

In other words, there was confirmation from support and from the department, the proof is in the screenshots of the conversations made with support where they clearly say that they spoke to the department and the department confirmed it! After I won they presented me with the 14 spins as a prize !!!!! I've been trying to send the screenshots of the terms for 4 days and I can't get through. Can you send me an email so I can forward them?

Thank you

O torneio em específico que joguei e ganhei já não aparece , tentei ir a página mas não aparece nem nos finalizados ! A questão aqui é que eu não sabia qual seria o prêmio e pedi ajuda no suporte que por sua vez entrou em contato com o departamento, vieram com a resposta e disseram me que o prêmio do primeiro lugar eram 50 euros , da segunda vez também confirmaram que o valor era aquele que não podia ser alterado .

Ou seja houve confirmação da parte do suporte e pelo departamento , a prova está nas capturas de ecran nas conversas feitas com o suporte onde claramente dizem que falaram com o departamento e o departamento confirmou isso ! Depois de eu ter ganho apresentam me os 14 giros como prêmio !!!!! Estou a tentar enviar as capturas de ecran dos termos a 4 dias e não consigo. Podem me enviar um email para eu poder reencaminhar?

Obrigada

Of course, you can send them to my email address at veronika.f@casino.guru.

Email sent

Email enviado

I've already replied by email

Já respondi por email

Dear marleneborges647,

Thank you for your continued cooperation and for sending the additional information by email.

We’ve carefully reviewed all the evidence you provided, including your screenshots and descriptions. Unfortunately, we were not able to verify the exact tournament you refer to, nor find official confirmation that the first prize was indeed €50 in real balance. The tournament screenshot visible in your complaint shows 14 free spins as the stated reward.

While we understand that conflicting information from customer support can be extremely frustrating, our ability to intervene is limited in cases where no official tournament terms or prize list can be presented to support your claim. Based on the evidence currently available, we must respectfully close this complaint due to insufficient evidence.

We still appreciate the time you took to submit your complaint and share your experience. If any additional documentation becomes available in the future, feel free to contact us again.

Best regards,

Veronika

Casino.Guru Team