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Dear eikka123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• When did you create your casino account, and when was it closed?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi. They offered me an exclusive deposit bonus at Spostilla, so I'm an old player and made an account with them before. I only played slots with the bonus and finally got through the wagering. I checked the bonus terms and conditions and followed the rules. I have screenshots of the winnings and after the wagering has gone through. My account was closed on 27.06.2025 They claim that I have violated the terms of use 9.1 live chat does not give me any more specific information. They say that the decision is permanent.

Moi. Tarjosivat minulle spostilla ekslusiisvista talletusbonusta olen siis vanha pelajaaja ja tehnyt tilin aiemmin heille. Pelasin bonuksella pelkästään slotteja sain lopulta kierrätyksen läpi. Tarkastin bonuksen ehdot ja noudatin sääntöjä. Minulla on kuvakaappauksia voitoista ja siittä kun kierrätys on mennyt läpi. Tilini suljettiin 27.06.2025 Väittävät että olen rikkonut käyttöehtoa 9.1 live chat ei anna mitään tarkempaa tietoja minulle. Sanovat että päätös on pysyvä.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi. I sent the necessary. The matter was clarified: according to them, "the deposit was funded through a third party" I will provide Kristina with everything she needs.

Moi. Lähetin, tarvittavat. Asia tarkentui: heidänmukaansa "talletus on rahoitettu kolmannen osapuolen kautta" toimitan kristinalle kaiken tarvittavan.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you eikka123 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BassBet Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and winnings confiscated.

Thank you!

Update. The casino has opened the account and returned the funds to the game account. Withdrawal request submitted. We will close the case when the funds have been received in the bank account.

Update. Kasino on avannut tilin ja palauttanut varat pelitilille. Nostopyyntö jätetty. Suljetaan juttu kun varat saatu pankkitilille.

Dear eikka123, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

The withdrawal was successful. I finally got the money, but it wouldn't have been possible without outside help. Lionbonuses.com got my account opened.

Nosto onnistunut. Lopulta sain rahat, mutta ei olisi onnistunut ilman ulkopuolista apua. Lionbonuses.com sai tilini avattua.

Dear eikka123,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter