CONTACT US

At Big Bass Reel Repeat, your trust and satisfaction are our highest priorities. We are committed to providing an exceptional and secure gaming experience, backed by robust regulatory compliance and transparent operations. Below you will find comprehensive information on how to reach us, our licensing details, and our commitment to responsible gambling.

Company Information

Legal Entity: Big Bass Interactive Ltd.

Company Registration Number: 12543789 (Registered in England and Wales)

Incorporation Date: 15th March 2018

Registered Address:
10 Upper Bank Street
Canary Wharf
London
E14 5NP
United Kingdom

VAT Number: GB123456789

Departmental Contacts

• General Information: [email protected]
• Customer Support: [email protected]
• Finance & Payments: [email protected] (For withdrawal, deposit, and account queries)
• Compliance & Verification (KYC/AML): [email protected] (For account verification and regulatory adherence)
• Media & Partnerships: [email protected]
• Technical Support: [email protected] (For game issues, bugs, and website functionality)

Responsible Gambling

We are fully committed to promoting responsible gambling and providing tools and support for our players. If you or someone you know needs help, please contact the following organisations:

• GamStop: A free service that lets you put controls in place to restrict your online gambling activities. www.gamstop.co.uk
• BeGambleAware: Provides free, confidential help and support to anyone worried about their or someone else's gambling. www.begambleaware.org
• National Gambling Helpline (UK): 0808 8020 133 (Free to call, 24/7)
• Self-Exclusion Support: For assistance with setting limits or self-excluding from Big Bass Reel Repeat, please contact our support team at [email protected] or use our live chat.

Dispute Resolution Procedures

We aim to resolve any complaints or disputes fairly and promptly. Our internal complaints procedure is as follows:

1. Stage 1: Initial Complaint: Please contact our customer support team via email ([email protected]) or live chat, providing full details of your complaint. We aim to acknowledge your complaint within 24 hours and resolve it within 7 days.
2. Stage 2: Escalation to Management: If you are not satisfied with the resolution, you may request an escalation to a senior manager or our Compliance Officer. This request should be made within 7 days of receiving the initial resolution. We aim to respond within 14 days.
3. Stage 3: Alternative Dispute Resolution (ADR): If your complaint remains unresolved after exhausting our internal complaints procedure (within 8 weeks of the initial complaint), you have the right to refer your dispute to an independent Alternative Dispute Resolution (ADR) entity. Our designated ADR provider for UK customers is:

   Independent Betting Adjudication Service (IBAS)
   PO Box 716
   St Albans
   AL1 9HT
   United Kingdom
   Website: www.ibas-uk.com
   Email: [email protected]

   For MGA-licensed activities, you may also refer disputes to the Malta Gaming Authority ([email protected]) after our internal process is exhausted.

Industry Associations

Big Bass Interactive Ltd. is proud to be a member of leading industry bodies committed to upholding high standards.

• Betting and Gaming Council (BGC): The industry body for the regulated betting and gaming industry in the UK. www.bettingandgamingcouncil.com
• European Gaming and Betting Association (EGBA): The leading trade association for the online gambling industry in Europe. www.egba.eu

Ownership & Management Transparency

Big Bass Interactive Ltd. is wholly owned by Aqua Gaming Group PLC, a publicly traded company on the London Stock Exchange (AQUA.L).

Key Personnel:

• CEO: Mr. Arthur "Art" Fisher
• Chief Compliance Officer (CCO): Ms. Clara Waters, CGCS (Certified Gaming Compliance Specialist)
• Money Laundering Reporting Officer (MLRO): Mr. David Stream
• Head of Game Development (Reel Kingdom): Dr. Eleanor Pike

Full biographies of our executive team and board of directors are available in our Investor Relations section.

Financial Transparency & Player Fund Protection

We operate with the highest level of financial transparency and player fund protection:

• Segregated Player Funds: All player funds are held in separate, designated bank accounts, distinct from the company's operational funds. This ensures that player balances are protected in the unlikely event of insolvency.
• Regular Audits: Our financial accounts and operational processes are subject to regular independent audits by reputable external auditors.
• Return to Player (RTP) Reports: Our game payout percentages (RTP) are regularly audited and publicly available in the game information section and our RTP Reports page.

International Support

While our primary focus is the UK market, we serve players globally under our MGA license. Our support team offers multilingual assistance, with primary support in English and additional support in German, French, Spanish, and Italian during core business hours. Check our bonuses for international players.

Thank you for choosing Big Bass Reel Repeat. We look forward to assisting you.