BassBet Casino - Der Selbstausschlussantrag des Spielers wird ignoriert.

Hello...I already asked the casino on August 6, 2025, to close my account via self-exclusion! I included the sentence: "so that I can no longer open it." The response was a bonus offer. Many hundreds of €100 deposits later (September 15, 2025), I wrote that my account had to be closed because I had lost control! On September 17/18, I received another response with a bonus offer. In those three days, I lost at least €800! The number of unclaimed accounts is much higher when you include all the other account closure requests! Is there any way to take action? I would be grateful for any help.

Hallo..ich habe das Casino bereits am06.08.25 darum gebeten mein Konto per selbdtauschluss zu schließen ! Habe den Satz : so das ich es nicht mehr öffnen kann mit eingefügt . Die Antwort war ein bonusangebot .viele 100€ Einzahlungen später (15.09.25) habe ich geschrieben das mein Konto geschlossen werden muss weil ich die Kontrolle verloren habe ! Am 17/18.09 wurde dann erneut mit einem bonusangebot geantwortet .in diesen drei Tagen habe ich mindestens 800€ verspielt ! Die dunkelzahl ist wenn man alle anderen Anfragen auf kontschliessung mit einbezieht weitaus höher ! Kann man gegen angehen ? Ich wäre dankbar für jede Hilfe

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear Andreanders,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Thank you for your help,

I've sent the most relevant news to your email! ✊🏻🍀

Vielen Dank für die Bearbeitung,

ich habe die relevantesten Nachrichten an ihre E-Mail gesendet ! ✊🏻🍀

Thank you for your emails.

I have reviewed the communication you had with the casino regarding the closure of your account. In August, you mentioned that you wanted to close your account because you had deposited €1,000 and used several bonuses but were unable to accumulate any winnings. The first time you referred to gambling-related harm as the reason for your account closure request was on September 16, when you stated that you had lost control.

Could you please confirm whether the casino responded to that message in any way? Has your account been closed in the meantime? If so, please specify when exactly the casino closed it.

Dear Andreanders,

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 again,

Well, I've checked it several times...my history ends on September 10th...from that date until September 26th, I haven't received any emails from bassbet, it seems.

I'm happy to send you the email from September 26th... I'm annoyed because I'm sure I requested self-exclusion much earlier than I could prove it! I've probably deleted the history several times already 😕! At first, I communicated much more extensively... but at some point, I felt like I was only talking to bots... so I became more sparing with my writing... and yes, it's now closed, but it can be reopened at any time within a minute. I wrote emails explaining why I meant self-exclusion and also mentioning the difficult situation I find myself in. I've been in daily contact with customer service, and the whole thing is probably even legal... But anyone would have known that there was no longer any control. Of course, people like to hide in some loophole and rub their hands together 😒

Hallo nochmal,

also ich habe es mehrmals überprüft..mein Verlauf endet am 10.09..von diesem Datum an bis zum 26.09 habe ich keine E-Mails von bassbet empfangen wie es scheint .

die email vom 26.09 kann ich ihnen gerne schicken..ich ärgere mich weil ich mir sicher bin den selbstausschluss schon deutlich früher beantragt zu haben als ich es noch nachweisen könnte! Habe wohl den Verlauf schon mehrmals gelöscht 😕! Anfangs habe ich noch deutlich ausführlicher kommuniziert..jedoch hatte ich irgendwann das Gefühl nur mit bots zu sprechen ..da wurde ich dann sparsamer mit dem Schreiben..und ja mittlerweile ist es geschlossen, jedoch, so dass es innerhalb von 1 Minute jederzeit wieder geöffnet werden kann. Ich habe E-Mails verfasst, in denen ich erläutert habe, wie ich den selbstausschluss meine und zusätzlich noch erwähnt habe, in welcher verzwickten Lage ich mich befinde.Ich hatte täglich Kontakt mit dem Kundendienst und wahrscheinlich ist das ganze sogar Rechtens..Aber jedem wäre klar gewesen das da keine Kontrolle mehr war. Natürlich versteckt man sich gern in irgendwelchen Schlupflöchern und reibt sich die Hände 😒

When I recently mentioned that I had contacted you, the account was closed for the first time, and it can't be easily reopened upon request... I'm wondering why it couldn't have been done this way in the first place; I could have saved myself so much money.

Als ich kürzlich erwähnt habe das ich mich an euch gewendet habe ist das Konto nun erstmals geschlossen und auf Anfrage lässt es sich auch nicht ohne weiteres öffnen ..da frag ich mich doch warum nicht gleich so und ich hätte mir so viel Geld erspart

Thank you for your email. I can see that the casino sent you a promotional offer on September 26. Have the customer support agents responded to your message from September 16 in any way?

You also haven’t yet specified when exactly your account was blocked. If you have any additional communication with the casino regarding your account closure requests, please forward it to me at veronika.f@casino.guru.

Dear Andreanders,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.