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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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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