The player from Portugal files a complaint against BassBet Casino for violating Responsible Gaming regulations after she requested account closure due to gambling addiction. Despite her request, the casino ignored her and even offered bonuses, leading to additional deposits totaling €295. She seeks a refund and disciplinary action against the casino.
BassBet Casino - Player's account closure ignored by casino.
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5d 21h 46m 12s
BassBet Casino
Safety Index 7.8 Above averageCase summary
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2 days ago
Translation
Hello, Casino Guru team,
I am submitting my complaint against BassBet Casino with solid evidence of its systematic violation of Responsible Gaming regulations.
On June 1, 2026, I explicitly requested that my account be permanently closed due to a serious gambling addiction, via email sent to both vip@bassbet.com and support@bassbet.com.
The casino completely ignored this. To make matters worse, as documented in my live chat history with agent Hagrid, when I previously disclosed my gambling problems and requested closure, the casino actively exploited my vulnerability by offering me a "100 x1" bonus instead of blocking my access. Offering financial incentives to a player who has declared themselves addicted is a serious regulatory violation.
Due to their deliberate negligence and failure to block my account, I suffered a relapse and was allowed to deposit a total of €295.00 throughout June 2026 (all transaction records are attached).
In recent chats, agents named Raya and Hagrid continued to stall, claiming that refunds are handled "only via email," while my account remained fully open and vulnerable.
I request that Casino Guru intervene urgently so that BassBet:
Refund the full €295.00 deposited after my official self-exclusion request on June 1.
Face appropriate disciplinary action for offering predatory bonuses to an addicted player instead of enforcing a mandatory lifetime exclusion.
All chat transcripts and email screenshots are attached below. Any that cannot be posted here, such as conversations with support, I can send via email.
Thank you.
Automatic translation:
Public
Public
yesterday
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.
Public
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yesterday
Dear ritaramos05,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
I have read the casino's Responsible Gaming page, and this is what I have found:
Self-exclusion request: You can contact the Support Service Team via e-mail at support@bassbet.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
To better understand the situation, please answer the following questions.
- Do you still have access to your account?
- Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
- Please forward me the complete email threads containing your communication with the casino's customer support. Please do not send screenshots, but the original, uncropped email messages instead, to jean.s@casino.guru. It is very important to find out when the casino acknowledged receipt of your account closure request on June 1.
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
