The player from Italy reported that Bazed casino blocked his account after several wins and required KYC verification through an external service. Despite completing the KYC process multiple times and providing all requested documents, the casino repeatedly stated the process was unsuccessful and continued to hold his funds. The player believed the casino's verification process was ineffective, especially for crypto casino users. The issue was marked as 'unresolved' due to the casino's lack of cooperation and absence of a valid license, leaving no gaming authority to appeal to.
Bazed.bet Casino - Player’s funds are held due to an unsuccessful KYC verification.
Black points: 1769
Amount: 6,000 USDC
Bazed.bet Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 months ago
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3 months ago
Translation
Hello. I am registered at Bazed. Initially, the casino blocked my account after a few wins, then asked me to complete the KYC process through the external service kycaid. Despite completing the procedure multiple times, sending identification documents, proof of address, selfies, videos, and proof of funds, the casino always says the process was unsuccessful and continues to hold my funds hostage. At this point, I believe it is a scam because despite requesting to send all the required documentation via email or message, they refuse. Additionally, one of the problems is that the kycaid system they outsourced the verification service to is geared towards users of traditional casinos, not crypto casinos like Bazed. Therefore, it is impossible to provide proof of the source of funds when dealing with crypto. For example, I received my crypto funds through an airdrop and then deposited them on Bazed, but they don't even know what an airdrop is.
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3 months ago
Dear catluc,
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 and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
- Have you provided all the other personal documents to verify your identity?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 months ago
Translation
Initially my balance was not updated correctly due to a bug on the bazed site. Although I had obtained winnings of around 6000 dollars, the balance appeared to be only 1500. I had to wait a week by contacting customer support several times in chat, then luckily this error was resolved. However, as soon as the balance was correctly updated and I requested a withdrawal of around 4800 euros, the account was suspended. I contacted chat support again and they replied that my account needed to proceed with second level KYC verification. I have provided all the required documents: ID card, household utility bill as proof of address, selfie holding the ID card, proof of source of funds with a screenshot of the transaction coming into my solana wallet , a video recorded while holding my ID card. However KYC verification is constantly rejected for reasons I don't know.
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3 months ago
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Unfortunately I'm starting to get the feeling that the Bazed site is a scam. Now it is no longer possible for me to contact customer support to ask for information via chat, as soon as I log in the system crashes. Furthermore, at this point, I am starting to think that the continuous errors in the crediting of winnings, which I had initially attributed to a simple system bug (given that the bazed casino is relatively new), are actually made deliberately: in fact, since beginning of my gaming activity, I had to contact support several times to have my winnings credited correctly, because I was regularly credited less than I had actually won. In the end they suspended my account and asked for a KYC procedure which however was promptly refused. I'm afraid it's not a coincidence. I'm very worried, also because bazed operates without a proper license, from what I see, so I can't even file an official complaint. 🙁
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3 months ago
Thank you very much, catluc, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 months ago
Dear catluc,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know. Is my understanding correct that your account is currently suspended?
I would like to invite the Bazed.bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Bazed.bet Casino,
Could you please provide a detailed explanation of this situation? Specifically, we'd like to understand why the player's documents were not accepted and why the player's account was subsequently suspended.
Thank you in advance for your response!
Best Regards,
Kubo
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3 months ago
Translation
I confirm that my account is suspended. Furthermore, I can no longer contact the live chat, as I open the chat and it closes immediately. I don't receive any response even via email.
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3 months ago
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.
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2 months ago
Dear catluc,
I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.
I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Kubo
