BassBet Casino - Igrački nalog je zatvoren bez razloga.

I got my account closed and my withdrawal canceled without a reason!

All i received is a email saying that my withdrawal is canceled.

When i tried to log in i got the message in the attachment i provided. I contacted support and they confirmed that my account got closed without providing the reason.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BassBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

6 Days

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Combination of betting on sports and live casino!

Did you achieve your current balance with the help of a bonus?

No!

Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I did not save the chat transcript. This is the email i got from them.

Thanks for your reply.

• Did the casino provide any further explanation to you about the reasons for account closure?

Send them to my email at tomas@casino.guru if available.

• Could you please advise which live games you played? Please list those that come to mind.

Looking forward to your reply.

I got a respond, I have sent it to you via email!

I played some sports betting, some rulette and some slots!

I dont remember the markets exactly!

Dear gkpatos,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite BassBet Casino representative to join this conversation.

Dear BassBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello everyone!

Dear gkpatos,

We would like to kindly inform you that we have forwarded the matter to our relevant team for check and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Kind regards,

Bassbet Team

Dear Casino Guru Team and gkpatos,

We are writing to provide a final clarification regarding the closure of your account and the subsequent deduction of funds.

Following an extensive review by our Risk Department, your account was closed by administrative decision due to confirmed breaches of our General Terms and Conditions. Specifically, our game providers reported clear signs of opposite betting (self-opposite betting) associated with your account activity.

Based on these findings, deductions were applied in accordance with the following articles of our Terms and Conditions:

7.18: Relates to the prohibition of strategies aimed at bypassing the house edge or manipulating promotional mechanics through low-risk or opposite betting.

7.19: Covers the investigation of suspicious betting patterns and the casino's right to void winnings resulting from such behavior.

7.20: Outlines the casino's authority to close accounts and withhold balances when evidence of fraudulent activity or unfair play (including opposite betting) is identified by our providers or internal monitoring systems.

As these actions constitute a material breach of the agreement made upon registration, the decision to close the account and void the related winnings is final.

Best regards,

BassBet Team

Dear BassBet Casino Team,

Thank you for your explanation.

In order for us to properly assess this case and verify the legitimacy of the applied measures, we kindly ask you to provide supporting evidence for the alleged opposite betting (self-opposite betting) activity referenced in your message.

Please send the relevant documentation, reports from the game providers, or any concrete data that led to this conclusion to my email address: barbora.p@casino.guru.

Once we receive and review the evidence, we will be able to continue evaluating the case accordingly.

Thank you in advance for your cooperation.

Since you are accusing me for this!

I would like to have these findings as well!

Dear Barbora,

We kindly inform you that we have sent you an e-mail regarding the findings. If anything else needed, please inform us.

Thank you for your patience and cooperation.

Best regards,

Bassbet Team

Dear Bassbet Team,

Thank you for the update.

I confirm that I have received your email regarding the findings and have already replied with a follow-up request for additional clarification.

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.

Dear Barbora,

We would like to inform you that we have sent you a reply anew regarding the findings and after your follow up. Please, kindly check.

Thank you for your cooperation.

Kind regards,

Bassbet Team

Dear BassBet Team,

I confirm that I have sent you a follow-up email requesting clarification and supporting evidence.

We will proceed once the requested information is received.

Thank you.

Dear Barbora,

Thank you for your response.

We have received your e-mail and we have forwarded the details to the relevant team in order to provide us with more information regarding the matter.

Thank you for your patience and understanding.

Regards,

Bassbet Team

Dear BassBet Team,

Thank you for your latest update.

I have sent you a follow-up email requesting additional supporting evidence needed for the assessment of this case.

I will await your response.

Dear Barbora,

Thank you for your patience.

We kindly inform you that we have sent to you a new e-mail.

Kind regards,

Bassbet Team

Dear BassBet Team,

Thank you for your update.

I have sent you a follow-up email regarding this matter and will await your response.

Dear Barbora,

We have received your e-mail. We are checking the matter with our relevant team and we ill have updates very soon.

Thank you all for your patience to the matter.

Best regards,

Bassbet Team

Dear BassBet Team,

Thank you for your cooperation.

I will await your email with further updates so we can continue reviewing this case.

Dear all,

Thank you for your patience.

After checking thoroughly the matter with our relevant team, it has been decided that a refund of the remaining balance of the client will be issued.

Dear gkpatos,

We will send you an e-mail as soon as possible in order for you to provide us your bank details for the refund.

Moreover, the account will remain closed after administrative decision.

Thank you all for your understanding to the matter.

Best regards,

Bassbet Team

Dear BassBet Team,

Thank you for your update and for reviewing the matter.

We appreciate your decision to issue a refund of the player's remaining balance.

Dear gkpatos,

Please follow the instructions from the casino and provide the requested bank details so the refund can be processed.

Kindly keep us informed once the refund has been completed.

Thank you both for your cooperation.

I have sent my details!

Dear gkpatos,

Thank you for the update.

Dear BassBet Team,

the player has confirmed that the requested bank details have been provided. Could you please proceed with the refund and inform us once the payment has been processed?

We will keep the complaint open until the player confirms receipt of the funds.

Thank you both for your cooperation.

Dear gkpatos,

Thank you for your patience.

We have received the bank details and we have forwarded them in our payments team in order to initiate the refund. We will have updates as soon as possible.

Best regards,

Bassbet Team

Dear BassBet Team,

Thank you for the update and for confirming that the player’s bank details have been forwarded to the payments team.

We will await confirmation once the refund has been processed.

Dear Gkpatos,

Please let us know as soon as you receive the funds so we can proceed accordingly.

Dear gkpatos,

We kindly inform you that the 161 EUR payment has been completed successfully.

Best regards,

Bassbet Team

Got the withdrawal thank you!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gkpatos,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora