Casino refusing to close my account after multiple requests

Guten Tag. Ich habe zum ersten Mal in meinem Leben endlich etwas in einem Casino gewonnen. Ich hatte einen großen Treffer an einem Slot.

Im August 2025 habe ich dort 400 € eingezahlt. Anfang Oktober wollte ich mir dann 500 € auszahlen. Die verbleibenden 3.064,93 € lies ich erstmal auf meinem Konto.

Kurz danach wurde mein Konto einfach geschlossen.

Ich habe über 100-mal im Chat versucht, Informationen zu bekommen. Man wird ständig vertröstet. Zum Glück habe ich den gesamten Chatverlauf gespeichert, weil ich bereits ein schlechtes Gefühl hatte.

Dann wurden verschiedene Dokumente angefordert, die ich alle mehrfach und in bester Qualität eingereicht habe.
Ich habe keine Ahnung, was ich noch tun soll. Im Chat werde ich abgewiesen, und per E-Mail antwortet sowieso niemand.

Das ist eine absolute Frechheit. Ich hoffe Askgamblers kann mir hier helfen. Weiß es echt nicht mehr weiter.

Ich habe am 12., 13. und 14. August 2025 eine Auszahlung in Höhe von insgesamt 480.000 Forint veranlasst. Seitdem befindet sich die Anfrage im Status „In Bearbeitung“. Ich habe den Kundenservice mehrmals gefragt und immer die gleiche Antwort erhalten, dass meine Auszahlungsanfrage angenommen wurde, aber es kommt zu Verzögerungen. Es ist schon lange her. Ich habe keine E-Mail erhalten, in der steht, dass mein Konto nicht in Ordnung ist. Ich bekomme keine akzeptable Antwort, warum die Auszahlung nicht erfolgt.

Dear Sir or Madam,

I would like to submit a formal complaint regarding BassBet and a serious player protection issue.

In February 2025, I requested to exclude myself from gambling due to gambling-related problems. After this request, I no longer had access to my account for a long period of time, which led me to believe that the self-exclusion had been properly applied.

However, months later my account was reopened and I was again able to access gambling services, deposit funds and receive promotional offers and free spins.

After contacting the casino, I was informed by their own support team that the reopening of my account was likely caused by a system error.

As a result, I suffered financial losses totaling €1,132 after the account had been reactivated.

I consider this a serious failure of responsible gambling and player protection measures, especially considering that a previously restricted player was allowed to return and continue gambling.

Despite repeated complaints since 07.04.2026, I still have not received a proper final response or resolution from the operator.

I kindly ask you to review this matter and investigate whether the operator acted in accordance with its responsible gambling obligations.

I deposited approximately 30,000 USD using my bank card.
After playing, I won around 580,000 USD.

When I tried to withdraw my winnings, the casino blocked all withdrawal options without any clear reason.
They stopped responding to me and my account manager completely ignored my messages.

Later, after I lost a large part of my balance, suddenly the withdrawal option was reopened.
This clearly shows that withdrawals were intentionally blocked only when I was winning and reopened only after I lost my money.

This is unfair, manipulative and against fair gambling rules.

I request:
1. Full investigation of this casino’s behavior
2. Immediate release of my winnings or at least my deposited funds
3. Explanation why withdrawals were blocked only during winning periods

I have all transaction records and payment proofs.

I would like to file a complaint against Bassbet regarding the closure of my player account without any valid explanation or payout of my remaining balance.
Between May and August 2025, I deposited a total of EUR 1,100 (EUR 400 in May, EUR 300 in June, and EUR 400 in August). Based on my account history, my current bankroll should be approximately EUR 1,300, derived from both sports betting and casino winnings. However, Bassbet refuses to provide any information about my current balance or a transaction overview.

On October 3rd, 2025, my account was suddenly closed. At the same time, my accounts with Spinbara and Librabet were also suspended — immediately after I initiated my first-ever withdrawal at Librabet. The pending balances there are EUR 1,543.50 at Librabet and EUR 1,077.05 at Spinbara, and no payout has been made by either platform. I strongly suspect that all three brands (Bassbet, Librabet, and Spinbara) are operated by the same company group.

I have repeatedly contacted Bassbet via live chat and email, submitted all requested KYC documents, including my ID card, a selfie holding the ID in front of my computer screen, and even unredacted bank statements as requested. Despite full cooperation, I received no further response.
It should also be noted that the requirement to provide unredacted bank statements appears questionable from a data protection perspective, as it exposes sensitive personal financial information far beyond what is necessary to verify ownership of the payment account.

The email support refers me to live chat, and the chat agents refer me back to email — creating a loop with no solution. From my perspective, Bassbet is deliberately withholding verified player funds and avoiding any transparent communication.

I kindly ask AskGamblers to review this case and assist in recovering my outstanding balance.

I am reaching out for help regarding a self-exclusion breach that resulted in $8021CAD lost. I tried to resolve this directly with them, but they have misrepresented factual evidence in their investigation and have stated I am not entitled to a refund of any kind. I can prove without a reasonable doubt that my account was left open and the financial harm was caused by not self-excluding my account in a reasonable time frame.

I am primarily seeking full reimbursement of the $8021CAD and secondarily an apology from the Casino for the way this has been handled.

The following took place:
1. July 21st: I requested self exclusion via email from Bassbet due to gambling addiction and account closure in writing
2. July 21st: The same day they came back confirming they received the request and asked me to confirm cancellation.
3. July 22nd: In writing I confirmed to please close the account.
4. July 23rd: They did not close the account and instead opened a manual promotion ticket to offer me free spins to come back. I'm an addict so I fought it for days and then caved and gambled.
5. July 29th: I asked again for them to self-exclude the account and received no follow-up.
6. July 29th - Aug 28th: I continued to gamble (because again I'm an addict) and deposited $8021 net withdrawals.
7. Late August (I believe the 22nd): I used their chat support to again ask for self exclusion to which they stated I need to email VIP (not what their policy states). Which caused more resistance and of course kept me gambling.
8. August 28th: I emailed stating they failed to act on a self-exclusion request and it resulted in financial harm & asked them to again close the account and self-exclude. They immediately acknowledged and FINALLY self-excluded the account.

Since opening the case with them, I followed every single request to the very detail including screen recordings of my inbox and mass amounts of screenshots. I have compiled everything into an evidence log for your deeper review attached & I have added screenshots with highlighted dates of my requests and their account closure for easier review.

Despite the very clear timeline, Bassbet responded to me today claiming they "closed the account on July 29th when gambling addiction was mentioned" - you will see from the screenshots attached of my requests & their email confirmation of account closure, that they did NOT close the account until August 29th, 2025.

I also want to note that July was a month where I took the time to self-exclude from EVERY casino because I knew I needed help & this was the ONLY casino to fail to protect safe gambling rights.

I'm hopeful your team can help me resolve this matter.

Thanks,
Jessica

Hello i have problem to verify my bank statement i send like 4x and is rejected all the time is upload from bank pdf form everything is correct i ask them multiple times but they don't answer also no email im sending screenshot they answering for another thing but not about bank statement and like I say everything is correct i upload from my bank and date is also correct

On 10th of Feb I played a 2€ round on Netents Creature From The Black Lagoon, got 2x green dudes to the end + other small winnings which were about 120€. The win was not added to my balance. I thought it was a temporary visual glitch so I played a few spins more. After still not seeing the winnings, I reached out to customer support. I provided them all the info I had to give. About 2 weeks later no winnings returned or even a proper answer given and they just keep asking me the same information and promising that it'll be "resolved as soon as possible".

I have also asked for "Full logs of all spins played on Creature From The Black Lagoon", but the casino refused to give them. Additionally I have proven to them that I am physically unable to browse back history far enough to even get the basic information such as spin ID's.