The player from Greece had been waiting for a month to process his withdrawals, following his initial request on September 1. His account was locked due to a 'system error,' and despite repeated communication with support, he received inconsistent answers and had not been informed about the ongoing issues or provided with necessary documentation requests. The issue was resolved after the player submitted the requested identification documents, leading to the unlocking of his account and the processing of his remaining balance. The Complaints Team confirmed the resolution and marked the complaint as 'Resolved' in their system.
BassBet Casino - Player is facing delayed withdrawals and account lock.
Resolved
Our verdict
Case closed
Amount: €1,200
BassBet Casino
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
Hello. I have been waiting for withdrawals for 1 month since the first request was made on 1/9.
The money was won from a casino on a single fruit. After continuous communication via chat and email to the company's support, the answers were all the same. To wait due to workload and not to worry about the money.
After a while, I tried to log into my account, but I couldn't because it had been locked for some reason.
I immediately asked why this happened and they told me it was a system error initially.
The issue continued to exist over the next few days, so I asked again and they told me that the account was being checked and that they would send me an email when it was complete. Unfortunately, I'm still waiting.
Furthermore, in the chat I received various answers from the employees. That there was no problem and that I should wait and also send some documents to the supposed email they had sent me, but I never received any email regarding this.
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5 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Dear anad282003,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand the situation.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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,
Veronika
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5 months ago
TranslationYes, I have made successful withdrawals from this company in the past. I was never asked for identification and also the identification section until recently said that "currently my account does not require identification". So I had no information about what documents are needed
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5 months ago
TranslationFor your information, today, 1/10, two pending withdrawals that I had were received. However, the account remains locked for review by them and I cannot withdraw the remaining funds because I do not have access!
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5 months ago
I am glad to hear that you received the pending withdrawal requests. What is the remaining balance in your casino account?
Did you accumulate your winnings with or without a bonus?
Please forward me the most recent communication you had with the casino regarding the investigation of your account at veronika.f@casino.guru.
Has your account been blocked permanently, or only temporarily suspended while the investigation is in progress?
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5 months ago
TranslationI'm also sending you the last email they sent me. Apparently they don't want to pay the balance. All the money was won from fruit.
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5 months ago
TranslationWhen asked repeatedly why I can't access my account, I received the same response.
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5 months ago
TranslationJust to let you know that they sent me this email today.
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5 months ago
Thank you for keeping me updated.
Have you sent the requested documents to the casino?
Have the photographs of your ID and your selfie been reviewed by the relevant department?
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5 months ago
TranslationIn the last few days, there was a request from the company and I sent what they asked for. I am waiting. I hope everything goes well.
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4 months ago
TranslationI don't know if your pressure and help played a role, but today the last money from the company came in. Thank you for everything. The problem is solved!
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear anad282003,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
