BassBet Casino - Запрос игрока на возврат средств задерживается.

Hi casinoguru,

I have the following problem:

On February 12, 2026, at 9:43 PM EET, I received a 72-hour cashback offer from vipbassbet via email (see below).

The email says I don't need to do anything else, just keep playing...

In 72 hours I will lose approximately €14,000!

I've been trying for days to get my promised 20% cashback, but Bassbet is deliberately playing dumb, stalling me and telling me they can't grant me a "loyalty bonus"...

This is the first email from bassbet.com dated February 12, 2026:

This ticket was created on your behalf.

Elhadi (Bassbet)

February 12, 2026, 9:43 PM ET

Valued VIP member Thorsten Hesse,

Congratulations on your recent achievements – we are delighted to see how

You will be successful playing with us!

In recognition of your outstanding results and your continued dedication

We would like to make you a very special, exclusive offer:

– 20% cashback on your losses against the house

– Up to €3,000 cashback possible

– Only x1 sales requirement – ​​available instantly!

Valid for 72 days from receipt of this email

– General bonus terms and conditions apply.

This offer has been specially designed for our top players like you – completely without

additional deposit. You continue playing as usual and simultaneously secure

a valuable cashback benefit, regardless of the outcome of your games.

Please feel free to contact me if you have any questions.

I wish you lots of fun and success, and a pleasant day!

With highest regards

Hadi

VIP attendant

I have more emails, pictures of my account balance, etc., if that's needed.

Thanks so far!

[Redacted]

Hi casinoguru,

ich habe folgendes Problem:

Am 12 Feb 2026, 21:43 EET bekomme ich von vipbassbet ein72h Cashback Angebot per email (siehe unten).

In der email steht, ich brauche nichts weiter zu tun, nur weiter spielen...

In den 72h verliere ich etwa 14.000€!

Jetzt versuche ich seit Tagen mein versprochenes cashback von 20% zu bekommen, aber bassbet stellt sich absichtlich dumm, vertröstet mich und erklärt mir , sie können mir keinen "Treuebonus" gewähren...

Dies ist die erste email von bassbet.com vom 12.02.2026:

This ticket was created on your behalf.

Elhadi (Bassbet)

12. Feb. 2026, 21:43 OEZ

Wertvolles VIP-Mitglied Thorsten Hesse,

Herzlichen Glückwunsch zu Ihren jüngsten Erfolgen – es freut uns sehr zu sehen, wie 

erfolgreich Sie bei uns spielen!

Als Anerkennung für Ihre großartigen Ergebnisse und Ihr fortlaufendes Engagement 

möchten wir Ihnen ein ganz besonderes, exklusives Angebot unterbreiten:

– 20 % Cashback auf Ihre Verluste gegenüber dem Haus

– Bis zu 3.000 € Cashback möglich

– Nur x1 Umsatzbedingung – blitzschnell verfügbar!

– Gültig ab Erhalt dieser E-Mail für 72

– Es gelten die allgemeinen Bonusbedingungen

Dieses Angebot ist speziell für unsere Top-Spieler wie Sie gestaltet worden – ganz ohne

zusätzliche Einzahlung. Sie spielen wie gewohnt weiter und sichern sich dabei gleichzeitig

einen wertvollen Cashback-Vorteil, unabhängig vom Ausgang Ihrer Spiele.

Bei Fragen stehe ich Ihnen gern zur Verfügung. 

Ich wünsche Ihnen viel Spaß und Erfolg sowie einen angenehmen Tag !

Mit vorzüglicher Hochachtung

Hadi

VIP-Betreuer

Ich habe noch weitere emails, Bilder von meinem Kontostand etc. falls so etwas gebraucht wird..

Danke schonmal soweit!

[Redacted]

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear thrstn,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise whether you have activated the bonus?
• Have you played with bonuses in this casino before?

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,

Attila

Hi Attila..

no, I haven t activated it. As it is said in the email I had nothing to do but playing...

Also there was no need to deposit because my account had meanwhile up to about 38.000,00€ in it...

(I canceled my withdraw requests after a week or so...they newer reviewed them)

+this cashback bonus by the vipsupport could not been seen in the bonus section of my account!

Yes, I have played with boni at bassbet before..

Thank you for your help!

...sorry, I forgot to say:

In the second email after the 72h cashback time the VipSupport staff member Katia even tells me that I should get back to them for the cashback after I played the actual activated bonus in my account...

So there is need to worry about abused boni or so...

Dear thrstn,

Thank you for your response. We would like to clarify that while you may have received a generic email offer directly from the casino, we do not have the authority to ensure that they will honor the bonus if they later determine that you do not meet the qualifications. We would be able to take action in the event that you followed these steps: receiving a bonus, activating it, achieving winnings, and subsequently being informed by the casino that you are ineligible for those winnings due to the bonus not being intended for you. We recognize that this is not an ideal circumstance. However, it's important to note that the allocation and activation of promotional offers fall entirely under the jurisdiction of each individual gambling establishment. Regrettably, we are unable to enforce bonus activation if the casino chooses an alternate course of action.

Hi Attila,

I don t really know what to say....the Information in that email is clear:

"This offer has been specially designed for our top players like you – completely without

additional deposit. You continue playing as usual and simultaneously secure

a valuable cashback benefit"

So you say it is Ok to lure me in to play more and promise me to get a percentage back if I lose and now as I have lost not giving me that percentage?

Attila,

I honestly must say it was a waste of time and a mistake that I asked casinoguru for help....

´

Attila

Complaint Specialist??

Dear thrstn,

Thank you for clarifying the issue, and I completely understand your frustration. Could you kindly forward the communication between you and the casino, along with the promotional offer, directly to my email address? You can reach me at [email protected].

Thank you in advance.

Hi Attila,

thank you for your reply...

I don t want to offer anything else to you...BASSBET.com is listed 8.4/10 on CASINOGURU.com!??

How can a bunch of thiefs get that kind of reputation on casinoguru?

You can answer that directly to my email...

While I m waiting for "approval"...😉

Dear thrstn,

Thank you for your response. I completely understand your frustration regarding this situation. I recognize how challenging it can be to await a response. While we strive to provide timely feedback, please understand that we currently manage over 1000 complaints simultaneously, which requires us to conduct thorough investigations and analyses for each case.

Could you please let me know if you would like to move forward with the resolution of this issue, which would involve your dedicated resolvers contacting the casino directly? Alternatively, if you prefer, we can close this complaint.

If you decide to proceed, I kindly ask that you forward the information requested in my previous message.

I sincerely hope we can assist you in resolving this issue.

Thank you for your understanding.

Best regards,

Attila

Hi Attila,

do I get that right? You, in form of my  dedicated resolver, did not contact the casino (BASSBET) directly?

Dear thrstn,

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, Peter ([email protected]). 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,

Attila

Hello there,

Thank you thrstn for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BassBet Casino for their help in resolving this complaint. We would like to know what the issue is with the cashback and what we can do to help the player receive their funds.

Thank you!

Dear Casino Guru,

Could the player please provide a screenshot of the email they received?

We currently have no record of an outgoing email from our system on that date.

Kind Regards,

BassBet Casino

Dear thrstn, can you please provide a screenshot of the aforementioned email directly in the thread? Alternatively, you can forward the email directly to my address. ([email protected]) Thank you in advance for your cooperation!

Hi Peter,

here is a screenshot of that email:

Dear Casino Guru,

Please note that the player was advised via email on February 12th to contact us regarding potential cashback credits.

Since that date, the player has recorded a total net loss of 82 EUR.

Additionally, the player’s VIP status was removed in recent weeks.

Regarding their bonus requests: we were unable to apply new bonuses because the player had multiple active bonus on their account during each contact.

Our system does not allow for stacking multiple active bonuses.

We would like to draw your attention to the following Terms & Conditions, which the player accepted upon registration:

7.3: We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or a group of customers from the promotion program of the Website at our sole and absolute discretion. In the event of any dispute regarding our promotions (including, without limitation, eligibility, use, abuse, fair play, calculation of winnings and wagering requirements) Company’s decision shall be final and non-negotiable.

We appreciate your understanding regarding this matter.

Kind Regards,

BassBet Team

Here is the second email after that not given cashback:

..and here is a picture of my account from the 12th of February:

..as you can see: There are 37.930,01€ in my account.

BASSBET.com is just a bunch of dishonourable thiefs and I hope they all burn in hell!

p.s.: here is a screenshot of my account from the 30th of January:

I had 5.479,12€ in my account....

How can it be that " the player has recorded a total net loss of 82 EUR"??

As I said before: BASSBET.com are just a bunch of liers, rated 8.4 on casinoguru!!WTF...

Thank you for the update BassBet Casino representative. Would it be possible to provide me with the player's betting history for review? You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

Hi Peter...

you and I know, the BASSBET.COM "executives´" are now gone for the weekend...

What I do not know is: Why do you need my betting history? Are you doubting my explanations?

Even if they provide my betting history to you, what would be the difference.?

Here you have some example pictures of my game history from the 12th of February:

...as you can see, my stake is 20,00€ per round on that slot...again, how can it be that my net los is 82,00€?

I m not telling stories, Peter....and I do not want something I m not eligible for..

and the more I think about it, the more ridiculous this self called casino BASSBET.COM gets...

They owe me 3.000,00€ and they "wind themselves " just like little (bi*****) babys to avoid that...

Shame on them..

Dear Casino Guru,

We have requested the player's history, which will be sent directly to them via email. We will notify you as soon as this is complete.

Kind Regards,

BassBet Team

Hi Peter,

BASSBET.com sent me an excel file of 35kb! showing about 300Spins I made in different slots...

You can do nothing with that list regarding my issue with BASSBET.com because there are no dates when the spins were made..and 300 Spins must be a very small excerpt of my gameplay.

Here is a photo of that list:

They are just scammers, as I already told you...

...and Peter I say it again...and again and again:

Ridiculous "Casino"!

It is just 3.000,00€ and it feels like they would sell their own mother for it....

Dear Casino Guru,

Please request full gaming history from the player and let us know if you require any further assistance.

Kind Regards,

BassBet Team

...so the "BassBet Casino Casino representative" asks CasinoGuru to " request full gaming history from the player" from BASSBET.COM!?

That must be customer service at BASSBET.COM...

They just really want to solve the issue and do everything to satisfy the customers needs..

And it is just a normal procedure at BASSBET.COM that solving an issue takes 2months...

I don t know if "Peter" from casinoguru.com is talking to "Peter" the bassbet.com represantative here right now,

It s just KINDERGARTEN what we are doing right here....I feel sorry for everyone s wasted time reading this...

Thank you for the insightful update thrstn. Would it be possible to provide me with the betting history you received? You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

..you are welcome, Peter from bassbet.guru..😉

P.S.: I have just sent you that excel list from BASSBET.COM....