Basebet Casino - Player's KYC verification is delayed and problematic.

Hello. I'm having a problem with the KYC verification at this casino.

Let me tell you about my experience with this casino from the start:

I registered at the casino on 12/30/2024

I made a deposit using cryptocurrency. I placed one sports bet, which lost. I then made another deposit and placed a couple more sports bets. I requested a withdrawal, which was approved fairly quickly. Everything was great. To note, I didn't take any bonuses and used only my personal funds. This was the end of the gaming session.

After the holidays, specifically on 01/05/2025, I decided to return. I had a small balance left in my account... but that’s not as important compared to what happened after...

The casino requested that I verify my identity. A notification appeared in my account. This is a standard procedure at 99% of casinos, so it didn’t raise any concerns.

At LEVEL 1, I needed to fill out my personal information.

At LEVEL 2, I had to follow a link to the Veriff company website, provide a document, and take a selfie. I did all of this. The Veriff system accepted the documents, but the casino did not. I received a notification:

"Your identity verification was unsuccessful because the information provided does not match the details on your ID card."

I tried several times. The same error occurred. At some point, I discovered that my name was entered incorrectly. The last two letters were swapped; instead of "Alexander," it was written "Alexandr." I thought this might be the reason their system wasn’t accepting it and contacted support to help edit my name. That's when the problems started!

I waited 2 weeks for my name to be corrected. I couldn't do it myself as their system doesn't allow it. Support also told me they forwarded my request, and more than 2 weeks passed. So from January 5th, I was waiting for a solution to my problem. I sent them a photo of my international passport so they could use it to correct my name.

Finally, on January 23rd, during the evening, my name was edited. But it didn’t help complete the KYC verification process. I didn't understand why... later, it turned out that all details needed to be in English... the manager edited my first and last name again. I tried their verification process once more. Provided the same passport through their system, took a selfie... but still received the notification: "Your identity verification was unsuccessful because the information provided does not match the details on your ID card."

I began double-checking everything and found that my gender was marked as female, although I initially indicated male. I contacted support again and said this needed to be corrected, and I was told by the manager there was some mistake; their system shows the correct gender (male). They sent me a screenshot from their internal system showing my first name, last name, date of birth, and gender.

However, I still couldn’t pass their verification... I repeatedly reached out to live chat for help to resolve my issue. What was the error? I checked, and all my details were correct. But their system still refused to accept my documents... the manager began suspecting me of fraud... claiming that my sports bets were also fraudulent and thus I was providing an invalid or fake passport. I replied that my international passport is legitimate. I fly to Kazakhstan with this passport. Still, they didn't care. They just started accusing me of fraud, saying the problem lies with me and that their system works correctly, so if the data matches, the problem must be with the document...

After this discussion, I decided to try another document (a driver’s license)... but it didn’t help either. The same notification appeared, and the system wouldn’t accept it... I contacted support again. I sent a photo of my driver’s license and said the problem isn’t with me since these are two different documents and your system doesn’t accept either... the strangest thing is that the Veriff system accepted my documents with no problem, verified the biometrics, and it was successful. But the casino's internal system specifically did not verify the documents.

Support replied, "Unfortunately, I cannot help you further since the system is functioning correctly, and if your data matches the passport, the issue likely lies with the document itself. We cannot correct the passport for you—this is beyond our competence."

I suggested they manually verify the document's authenticity... there are many services online where you can check if documents are valid, even on government websites. I even sent them a link to one of those services... but they refused to do anything. I said I was ready for any checks, even willing to have an online call to provide the document, but they didn’t care... they kept sending the same message, saying the issue was with my documents...

I've attached the text conversation.

Dear AlexPro,

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.

• Could you please advise if you provided any other documents to verify your account? Have they all been approved?
• Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

I provided my international passport (foreign passport), and also provided my driver's license through their third-party service Veriff. took a selfie.

the documents were accepted, but their internal casino system sends a notification that the data does not match. I tried more than 10 times. I tried under different lighting, different angles. All to no avail. They refuse to even assume that the error is on their part and therefore accuse me of fraud and that I have fake documents. I am ready for any check.

I would also like to note that I am a citizen of Russia. I am currently in Kazakhstan. I used my International Passport (Foreign Passport) for the flight. There are flight marks. Accordingly, it cannot be fake. Veriff does not accept my Internal Passport and asks to provide another document. That is why I provided my International Passport and driver's license!

The correspondence that I attached was downloaded from the live chat. I did not conduct any other correspondence with them. If it is important, I can additionally make screenshots of the correspondence from the personal account

Thank you very much, AlexPro, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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 AlexPro,

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.

Since Basebet Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through an external channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

Thank you for your understanding and patience!

Best Regards,

Kubo

There were no updates. I tried to complete their KYC several more times, but to no avail. Their system keeps showing the same message ""Your identity verification was unsuccessful because the information provided does not match the details on your ID card."

I'm at a dead end..

I have an update on my account and a complaint

The casino contacted me and manually checked the documents I sent them.

KYC verification has been successfully completed and verified

I have successfully withdrawn the rest of my balance

I have no more complaints about the casino, so the complaint can be closed.

Thank you very much for your help

Dear AlexPro,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system.

Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it.

Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo