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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.

Olá equipa do Casino Guru,

Estou a submeter a minha reclamação contra o BassBet Casino com provas sólidas da sua violação sistemática dos regulamentos de Jogo Responsável.

No dia 1 de junho de 2026, solicitei explicitamente que a minha conta fosse encerrada permanentemente devido a um vício grave no jogo, através de e-mail enviado tanto para vip@bassbet.com como para support@bassbet.com.

O casino ignorou isto completamente. Para piorar as coisas, conforme documentado no meu histórico de chat ao vivo com o agente Hagrid, quando expus anteriormente os meus problemas com o jogo e solicitei o encerramento, o casino explorou ativamente a minha vulnerabilidade oferecendo-me um bónus de "100 x1" em vez de bloquear o meu acesso. Oferecer incentivos financeiros a um jogador que se declarou viciado é uma violação regulatória grave.

Devido à sua negligência deliberada e à falha em bloquear o meu perfil, sofri uma recaída e foi-me permitido depositar um total de 295,00 € ao longo de junho de 2026 (todas as provas de transação estão anexadas).

Em chats recentes, os agentes chamados Raya e Hagrid continuaram a ganhar tempo, alegando que os reembolsos são tratados "apenas por e-mail", enquanto a minha conta permanecia totalmente aberta e vulnerável.

Solicito ao Casino Guru que intervenha urgentemente para que o BassBet:

Restitua a totalidade dos 295,00 € depositados após o meu pedido oficial de autoexclusão de 1 de junho.

Enfrente a ação disciplinar apropriada por oferecer bónus predatórios a um jogador viciado em vez de executar uma exclusão vitalícia obrigatória.

Todas as transcrições de chat e capturas de ecrã de e-mails estão anexadas abaixo. As que não der para colocar ca, como conversas com o support, posso enviar via email.

Obrigado/a.

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If anything seems suspicious, contact us directly.

Stay safe.

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

Hi Jean,

Thank you so much for taking on my case. I’ve answered your questions below:

Do you still have access to your account? Yes, unfortunately my account is still fully active and accessible. Despite my urgent warnings about my gambling addiction, the casino refused to block my access via live chat, telling me only to wait for support via email.

Did you use the same email address to contact the casino? Yes, I used the exact same email address that’s registered on my casino account: ritaramos1312@gmail.com.

I just forwarded the original emails sent on June 1 to your address ( jean.s@casino.guru). As I mentioned, the casino never replied to those emails or confirmed receipt via that channel.

However, I am attaching screenshots of the live chat here, as they constitute undeniable proof that the casino was fully aware of my emails. In these screenshots, it is clear that the support agents (Hagrid and Claudy) checked their system, confirmed that my requests from June 1 had been received, and even generated a reference ID (52479120) for my case. Even so, they refused to freeze the account.

Thank you very much for reviewing these attachments.

Olá Jean,

Muito obrigada por aceitar o meu caso. Respondo abaixo às suas perguntas:

Ainda tem acesso à sua conta? Sim, infelizmente a minha conta ainda se encontra totalmente ativa e acessível. Apesar dos meus avisos urgentes sobre o vício no jogo, o casino recusou-se a bloquear o meu acesso através do chat ao vivo, dizendo-me apenas para aguardar pelo suporte por e-mail.

Utilizou o mesmo endereço de e-mail para contactar o casino? Sim, utilizei exatamente o mesmo endereço de e-mail que está registado na minha conta do casino: ritaramos1312@gmail.com.

Acabo de reencaminhar os e-mails originais enviados no dia 1 de junho para o seu endereço (jean.s@casino.guru). Como referi, o casino nunca respondeu a esses e-mails nem confirmou a receção por essa via.

No entanto, estou a anexar aqui as capturas de ecrã do chat ao vivo, pois elas constituem uma prova inegável de que o casino tinha pleno conhecimento dos meus e-mails. Nestes prints, é visível que os agentes de suporte (Hagrid e Claudy) consultaram o sistema deles, confirmaram que os meus pedidos de 1 de junho tinham sido recebidos e até geraram um ID de referência (52479120) para o meu caso. Mesmo assim, recusaram-se a trancar a conta.

Muito obrigada por analisar estes anexos.

Dear ritaramos05,

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, Matej L., (matej.l@casino.guru). 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,

Jean

Hello ritaramos05, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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 the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

I've already sent all the details by email and here! And my Bassbet account is still active.

Eu ja enviei todos os detalhes por email e por aqui! E ainda tenho a conta no bassbet ativa

Dear ritaramos05,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Bassbet Casino Team.

Dear ritaramos05,

Thank you for reaching out to us. Your satisfaction is important to us, and we want to ensure that you have a positive gaming experience.

As a gesture of goodwill, we are happy to return 295 EUR. To proceed with the refund, kindly provide us with the details of your bank account in the following format:

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

If you have any further questions or require assistance, please don’t hesitate to let us know.

Best regards,

BassBet Casino Team.

Dear BassBet Casino, please let us know once the payment has been processed on your end. Thank you.

Dear ritaramos05,

We are pleased to inform you that your refund request has been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

BassBet Casino Team.

Dear ritaramos05, please let me know once the refund has been received, and whether you consideer this complaint resolved to your satisfaction. Thank yo uvery much! :)

Good morning, I've received the refund!

Bom dia, confirmo a receção do reembolso!

Dear ritaramos05,

I am very happy to hear 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.

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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/casino.guru. 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

Casino.Guru