Basebet Casino - Player's documents have been rejected.

They reject my documents that I provide a passport and driver's license. Although initially, before registration, they assured that they would accept Russian documents. They explain this by saying that they are overdue or offer to provide another document. Verification takes place through a third organization, Veriff.

Dear alterburn,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• From the screenshot, it appears the documents you submitted and the personal information you indicated in your player's profile don't match. Could you please comment on this?
• Do I understand correctly your documents are no longer valid and need to be reissued?
• Could you please share with me your communication with the casino support regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hello Thomas my documents are fully valid and information in documends and that i provade them is correct. For example my driver license. Send you to mail my dialog with support

Thanks for the provided information.

Did you submit the video also to the casino for the risk department to review? Was your submission successful?

Please let me know.

Hello, Tomas. Yes, you understood correctly, I sent the video to the casino's risk department. This video was specially recorded for this purpose. I insisted for a long time on manually reviewing the documents. In response, they requested to record this video, and they were still not satisfied with it. The bottom line is that they stand their ground, supposedly my documents are somehow wrong. Even VERIFF himself doesn't reply to my mail. Basebet technical support also doesn't want to arrange for us to negotiate between VERIFF support and me. Also, on the Basebet itself, I was blocked in the chat where the players communicate after I asked if anyone had passed the verification on the Basebet with Russian documents.

Thank you very much, alterburn, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) 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.  

Dear alterburn,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Basebet Casino representative to join this conversation.

Dear Basebet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello all.

Today I wrote to them in the chat that I have created a complaint against them in CasinoGuru and invited them to join the conversation to resolve my issue. I will attach a screenshot of the correspondence below. The first time I sent them documents by email was at the beginning of February, but they didn’t read them. After re-sending the documents, Greg said that he received my letter and they need time to review it again. Then another agent came and said that I violated all possible rules and that my account will be blocked. After which my account was logged out and I can no longer access it. I also did not have time to save the last part of the correspondence, because while I was typing a response, I was kicked out of the account.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear alterburn,

I've received information, that you have withdrawn your deposited funds.

Would you be able to confirm that?

Thank you.

No. I didn't withdraw anything, my account was blocked. You dont see this?

Dear alterburn,

I am communicating with the casino outside of this thread.

I will let you know, if there are any updates.

Is there any news? I see the timer was at zero yesterday, today it has been extended again by a day plus. Does this make sense?

Dear alterburn,

Could you please specify, if you were only involved in sports betting, or you also played casino games?

Thank you.

Hello. I can't remember anymore. Since I don't have access to the account, I can't answer this question accurately.

I remember that the casino administration said that after passing verification I would have to spend my balance in the casino so that I could withdraw it. In the correspondence that I threw at the very beginning of the consideration of my case this should have been indicated.

But I still couldn’t get verification from them because they blocked me.

My initial complaint is precisely about verification, this is the whole problem. They simply turn a blind eye to the fact that their Veriff system rejects documents.

If my profile was verified, I think there would be no problems with withdrawing funds.

Dear alterburn,

after a closer investigation and clarification from casino it came to light, that the reason for closure of you account is sports betting related. We've also received evidence of the withdrawal of your deposited funds.

As you might know, Casino Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, that is why I’m forced to reject your complaint. Thank you very much for your understanding.

Best regards,

Mirka