Beschwerde #20 Bassbet Casino

Self exclusion policy breach

Von Jessica J.

vor 8 Monaten

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

Unseriöses Casino Bassbet Casino

Betrag $8021

Diskussion

AskGamblers

• Support Team

vor 7 Monaten

Dear all,

After carefully reviewing the evidence provided by both parties, the AskGamblers Complaint Team has concluded that the player’s self-exclusion request was ignored. Therefore, we recommended that the casino refund all deposits made after the initial self-exclusion request, as the term self-exclusion is clearly associated with Responsible Gambling tools and policies.

Unfortunately, we regret to inform you that, despite all recommendations made by the AskGamblers Complaint Team, the Bassbet Casino management has refused to return the player’s deposits.

Unfortunately, in this situation, the AskGamblers Complaint Team has no other choice but to close the case as unresolved and advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Bassbet Casino

• Representative

vor 7 Monaten

Dear all,

I hope this message finds you well.

I’m writing to let you know that we are still actively investigating the case. We understand the importance of resolving this matter and are working diligently to gather all the necessary information.

We appreciate your patience and will provide a further update as soon as we have more details to share.

Please feel free to reach out if you have any questions in the meantime.

Best regards,
Bassbet Casino Team

AskGamblers

• Support Team

vor 7 Monaten

Dear Bassbet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

jjones13

• Ontario

vor 7 Monaten

Thank you for the update & I look forward to a fair resolution for all.

Bassbet Casino Beschwerde-Statistik

Gelöst 9 / 11

Durchschn. Betrag $1,273

Durchschn. Dauer 7 Tage

Durchschn. Antwortzeit 3 Tage

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