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Subject: Complaint regarding delayed withdrawals, responsible gambling concerns, and lack of German licence (BassBet / NV Casino)

Dear Sir or Madam,

I hereby submit a formal complaint regarding my experiences with BassBet and NV Casino.

In the case of NV Casino, my account was not suspended in a timely manner despite clear indicators of problematic gambling behaviour. During this period, I was able to continue depositing and losing significant amounts of money. In my view, responsible gambling measures were not adequately implemented.

Regarding BassBet, the situation was as follows: I initially won approximately €4,000. However, I was only able to withdraw this amount in several partial payments of €500 each. The withdrawal process was slow and heavily restricted. During this time, I continued playing and ultimately lost the remaining balance.

At that time, I was struggling to control my gambling behaviour, which led to further losses and prevented me from securing my winnings.

I would also like to point out that both operators did not hold a valid German gambling licence, while the services were nevertheless accessible from Germany.

I kindly request a review of both cases, particularly with regard to responsible gambling obligations, withdrawal restrictions, and the handling of my account activity.

Upon request, I can provide all relevant documentation, including transaction histories, screenshots, and correspondence.

I lost by bassbet roundabout 2000 an NV Casino the Same.

Yours faithfully,

[Your Name]

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Hello,

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

Please note that each complaint you submit is associated with a single online casino. I recommend you share relevant information in the thread only for the casino in question to avoid confusion.

Please note, we don't pursue cases where the sole reason you are asking for a refund is due to the casino lacking a particular license. As a German player, I recommend that you register in the OASIS self-exclusion scheme applicable to operators licensed in Germany, if you haven't done so already. In online casinos that offer services to German players without a license, we recommend that you request a self-exclusion in every online casino where you currently have an open account.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via email at support@nv.casino, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings NV Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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