I've been trying to close my account for a month now, support tells me every time I ask to close my account, that for technical reasons they can't close it and to contact them on Wednesday.....This has been repeated 4 times and they still write me the same thing, they don't even bother to change the day...they are literally making fun of me..

Προσπαθ? να κλε?σω το λογαριασμ? μου εδ? και ?να μ?να,το support μου λ?ει κ?θε φορ? που ζητ?ω να κλε?σω τον λογαριασμ? μου l,?τι για τεχνικο?? λ?γου? δεν μπορο?ν να τον κλε?σουν και να επικοινων?σω μαζ? του? την Τετ?ρτη.....Αυτ? ?χει επαναληφθε? 4 φορ?? και π?λι μου γρ?φουν το ?διο,ο?τε καν να μπο?νε στο κ?πο να αλλ?ξουν την μ?ρα...με κορο?δε?ουν στην κυριολεξ?α..

Dear tsipo1312,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree a protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

• When was the last time you were in contact with casino support, and what did you discuss?
• Could you please specify the reason for closing your account?
• Could you please share your account closure requests you sent to the casino?
• Have you unsubscribed from the casino's marketing communication?
• Send emails or chat transcripts to my email at [email protected], or post screenshots here

In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/responsible-gambling-guide

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,

Tomas

I have forwarded you 5 screen shots from our conversation here, the last time I contacted their support was yesterday, I have not deleted any communication with them and I want to close my account because I no longer want to play at their casino.

Σα? ?χω προωθ?σει εδ? 5 screen shots απ? την συνομιλ?α μα? ,η τελευτα?α φορ? που επικοιν?νησα με το support του? ?ταν εχθ?? ,δεν ?χω διαγρ?φει απ? την επικοινων?α μαζ? του? και θ?λω να κλε?σω τον λογαριασμ? μου δι?τι δεν θ?λω πλ?ον να πα?ζω στο καζ?νο του?

Thanks for your reply.

I would recommend that you send a request for self-exclusion, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings BassBet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that not related to any gambling issues.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here (in English): http://www.kpvfaw.com/responsible-gambling-guide

Please let me know about any further developments.

I have sent the email and forwarded you a screenshot.

?χω στε?λει το email και σα? ?χω προωθ?σει screenshot

It's been 2 days and no one has responded...

?χουν περ?σει 2 μ?ρε? και δεν απ?ντησε κανε??...

Thank you very much, tsipo1312, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello tsipo1312, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of BassBet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

I still haven't received a response to the last email I sent about self-exclusion, what information do you want, I've forwarded it all to you

Ακ?μα δεν ?χω π?ρει απ?ντηση στο τελευτα?ο email που ?στειλα για αυτοαποκλεισμ?,τι στοιχε?α θ?λετε,σα? τα ?χω προωθ?σει ?λα

Dear all

Kindly be informed that customer account is closed.

Best Regards

BassBet Team

Dear BassBet Team, could you please confirm the account has been marked with "gambling addiction, do not reopen ever" or something similar, and that any and all marketing communication via e-mail and SMS will cease? Thank you.

Hi,

I can confirm that the account has been permanently closed, with a note indicating that it must not be reopened.

Additionally, all marketing communications via email and SMS have been terminated.

Best regards,

Dear tsipo1312,

I am very happy to say that your issue has been resolved, and would like to thank BassBet Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

www.kpvfaw.com