Basebet Casino - Player's verification is delayed.

Hello, I have encountered a problem that I cannot pass verification. Their Veriff system seems to accept my passport, but the casino itself gives an error that the data does not match. I have contacted support 10 times, but they do not help. I sent my passport in the chat and asked them to help with verification, but they wrote back that perhaps your photo is of poor quality. Although, of course, this was not the case. The photo is without glare and everything is clearly readable.

I started trying to pass verification back in May, but all to no avail. Now, even when I click the verification button, I'm redirected not to Veriff, but to this same page. When I wrote about this to support, they simply closed the dialog without answering. My email is not linked to my account, since it was not necessary, and now I can't link it, since the confirmation email simply doesn't arrive.

I'll say right away that I didn't take any bonuses. I play rarely and the first withdrawal was rejected.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Basebet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share what the error you get looks like?
• Have you entered your personal information in your player's profile using Cyrillic or the Latin alphabet?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• When was the last time you were able to discuss the situation with support?

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

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Attached a photo of what the error looks like, it pops up immediately without delay after trying to pass verification on Veriff. I entered it in Cyrillic and even asked to maybe change it to Latin later, but I was assured in the chat that it makes no difference (attached a screenshot). I already wrote that I did not take any bonuses when I played in this casino. The last time they answered me was 8 weeks ago. Help me with verification so that they start to act somehow. Or let them say that this is a scam! At least return my deposit...

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@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.

Hello Vershok,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Basebet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (attila.g@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Attila Gorkij