BassBet Casino - Das Spielerkonto wurde eingeschränkt.

Had an account on bassbet, for 9 months. Legit deposited like 50k$ withing those months. I had ups and downs, and I withdrew around the same amount as my deposits. However, at some points, I got lucky and got a big balance (over 50k) which would've put me in profit. Which is what you would hope would happen when you gamble, and the main reason you deposit in the first place.

When that happened, things started changing. I couldn't withdraw, withdrawals were capped at 750$, my vip status (which gave me higher withdrawals got revoked) and they were taking 2 monhts for each withdrawals. Until one day, my account just simply says "Bets were restricted by the operator", if I try to open anything. No explanation, no nothing.

I tried support, I tried emailing them, all I get in return is "The appropriate team is working on your request". Months go by, nobody ever reaches out. I try to contact them again, and I'm met with the same answer.

Which makes me wonder, this casino is probably a fasade, they have no support staff, but an AI agent which runs all responses. Their withdrawals take ages because they let you withdraw ONLY if your account is down overall, so they can hope for you to deposit more.

Crazy how this site is still running and making money off of people. And crazy how their payment provider takes etransfers in Ontario.

They have VIP managers, who are random people, paid very low, to act as VIP managers, and call you on your phone. I spoke with one of them, who admitted to not knowing how the casino works. He said my VIP status was removed because I didn't play enough. Then the day after he said it was removed because I withdrew the same amount I deposited. And he admitted it made no sense.

He also couldn't explain why I couldn't withdraw at some point. And many other issues.

I am going to post a few screenshots of my emails, with time stamps. I wish I could create a whole picture for everyone to see, but unfortunately it would be almost impossible.

I have a lot more screenshots.

A lot of conversations. Where they spin in circles.

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Dear darioplays,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you can access your casino account but cannot play any games?
• Do you currently have any pending withdrawal requests?
• How much is your remaining active balance?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

You understand correctly. I still have access to the account, however, I cannot access my loyalty points, my deposits/withdrawals, or any games in the website.

I currently do not have any pending withdrawals requests. They were all cancelled.

My current balance on the account is hard to tell. As I have wagered over a million, and collected lots of loyalty (fishing points) which you can convert into real balance.

I have roughly $15k, which makes my balance a total of $16k.

The funny and scary part is, that they just decided to restrict my account, and provide no explanation, which is so clear why they did that, so I couldn't withdraw anymore.

Very Scary business.

Thank you very much for your reply, darioplays. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear darioplays,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Kristina, I sent you an email. Would you like me to post it here as well?

I apologize if it took some time for me to put together the information. It is a frustrating situation for me, and hard to go through the past I had with this casino.

Hopefully we can make this right, or make sure noone has the same experience again,

Thank you

Hello darioplays,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear darioplays,

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, Martina (martina.b@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,

Kristina

Dear darioplays,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BassBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear everyone,

Thank you for bringing this to our attention.

Please accept our sincerest apologies for any sentiments of dissatisfaction this situation may have caused. 

Kindly be informed that we are currently investigating with our relevant department, and we will inform you as soon as there are further updates.

Kind regards,

BassBet Team

Dear Darioplays,

Thank you for your patience.

We would like to take this opportunity and inform you that there are currently no restrictions on your account. If there are any issues regarding withdrawals or placing a bet, we would kindly please advise you to contact us with a screenshot of the error message you are getting.

Regarding the withdrawals being capped at 750$, please be informed that our casino has withdrawal limits which depend on the VIP status of the customer requesting the withdrawal. The customer's VIP level is determined by the activity during 90 (ninety) calendar days prior to the submission of the withdrawal request and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a customer who hasn't been actively placing bets for a month is automatically lowered to the lowest level.

For more information on withdrawal limits, we would kindly advise you to please check our general website's Terms and Conditions, specifically section 6.11. that contains a table with a display of limits per each level. You can check your current level and progress to the next level by going to our main page -> menu on the left -> all the way on the bottom of the menu, there will be a section "VIP LEVELS".

Kind regards,

BassBet Team

Dear darioplays,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru