BassBet Casino - Player's account has been closed without explanation.

So I decided to join Bassbet three days ago, I made a 150$ deposit and got 150$ sports bonus that I rolled over successfully following all the rules of terms & conditions. I made it to 1500$ then suddenly the administration blocked me from betting on sports, which I could understand. So I decided to push my luck further in live casino, I was able to make it up to 3000$.

This morning, I try to log in to my account, and to my surprise, my account has been closed by administration without any warning or explanation, I tried contacting them by email but still no answer from them, so I reached them thru live chat, they told me that the relevant department will be reaching out to me shortly.

I am very worried about what is going to happen to my balance, has anything similar happened to anyone? Can I expect to get my money withdrawn or is it a scam? Thank you for anyone taking the time to read and answer me.🙏🏻

Dear locobenz0123,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you're experiencing with your account at Bassbet. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before your account was blocked?
• Did you use the money you won in betting on sports for betting in live casino?
• What live casino games did you play?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino?
• Have you received any emails from the casino after your account was blocked? If so, kindly forward them to me at veronika.f@casino.guru.

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

Best regards,

Veronika

Hi Veronika,

Thank you so much for taking the time to read and answer my complaint.

To begin with, I never made any withdrawals using Bassbet.

Yes, I used the money won in sports betting to play in Live Casino but only after I successfully rollovered my sports bonus, and only after I got limited by the administration to bet on sports.

I mainly plaid Roulette in live Casino.

I still was not asked to make the KYC verifications.

And lastly, still have not received any email following my ban.. so I can’t access my account and I did not receive any message about it. that is whats getting me worried and stressed about my money.. Thank you again.

Nour

Thank you for your message and for confirming that the casino is now verifying your documents as part of the KYC process.

You mentioned that you created your account just over a week ago. At that time, were you still living at your previous address? Please note that when opening an account at a casino, it is important to provide accurate personal information that matches your identification documents.

If you have a bank statement issued within the last three months that reflects the same address listed in your casino profile, it may serve as proof of address. However, the casino may also request a utility bill (electricity, water, gas, internet, or phone bill) or a government-issued letter for verification.

If you have documentation proving your previous address and can verify this information, you may ask the casino to update your profile to reflect your current address, supported by the necessary documents.

Hi Veronika,

Thank you for your response.

Well I moved to my new address a few months ago, I just registered to Bassbet in the beginning of this month and accidentally entered my old address. However I sent them an email to explain the situation, providing them proof of my old address and also proof of my current address. I just hope they won’t take this as a motif not to pay me.

Nour

Thank you for your cooperation so far. To help move things forward, I’d like to ask if you’ve received any response from the casino regarding the change of your address or if there have been any updates on whether your account will be reopened after completing the full KYC verification process.

If you have any relevant communication between you and the casino that could assist with the investigation of your case, please feel free to forward it to me at veronika.f@casino.guru.

Your patience and understanding in this matter are greatly appreciated.

Hi Veronika,

Thank you for taking the time to answer my complaint once again.

I am still waiting for a response from Bassbet regarding my change of address since Wednesday. I will update you as soon as I get an answer.

Nour

update:

It’s been one week now, still no answer. I feel like I am getting 1 answer per week if I am lucky.. I am starting to lose hope on my money honestly..

Update:

so in my last update last week I had mentionned that they have accepted all my documents, there was only one left I needed to send which is my proof of address, so I sent them proof of my old and also new address, that was one week ago.

Today they finally answered me asking me again for all of the documents I already sent and got approved last week.. So I sent them again all over again, hopefully this time I won’t have to wait another week for nothing.

ps: All my documents are legit and in good quality so no concerns about that.

Thank you very much, locobenz0123, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Thank yo for your response, I appreciate it.

indeed we are now saturday, I sent all document for the 2nd time tuesday and I still did not receive any answer from them..

Dear locobenz0123,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite BassBet Casino representative to join this conversation.

Dear BassBet Casino, could you please provide more information about this case?

Looking forward to your reply.

Hi Katarina,

I appreciate you taking the time to analyze and help me with my complaint 🙂

hoping for a positive response from Bassbet Casino.

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.

Update:

They have answered me thru email, confirming that my verification has been successful, they have now asked for my payments details in order to send me my money. I will give you an update if and when I receive my balance.

Thank you again for your support 🙂

Dear locobenz0123,

thank you very much for the update. It seems we are on the right track and this complaint is moving forward. Please keep us informed about any new development.

Hi Katarina,

indeed, it seemed that it was going on the right track, however, since I sent them my banking infos, I have not received any answer nor update from them. Still waiting for a positive response..

Dear locobenz0123,

thank you for your message.

Dear BassBet Casino,

could you provide an update regarding this case, please?

Still nothing from them after all this time.. I am starting to lose hope again just when I started to feel hopeful 😕

Dear all

Thank you for your patience.

Kindly be informed that your request is being checked with priority and we would get back to you as soon as we have any news from relevant department.

Best Regards

Bassbet Team

Dear all

Thank you for your patience.

Kindly be informed that customer gaming account is closed as per administration decision , please note that customer have already 2 complete withdrawals 2x750 CAD and remaining balance of 1500 CAD in order for us to pay out the rest of the balance we would kindly ask the customer to provide us with the following bank details :

Full Name (including middle names):

E-mail:

Bank Account’s Owner name:

Account no. (it should consist of Transit, FIN, body):

Transit number:

Institution number:

Account number:

Bank Name:

Bank location (Country):

SWIFT/BIC:

We hope this clarify the situation for your.

Best Regards

BassBet Casino

Dear Bassbet Casino,

I appreciate you taking the time to answer my query, however, two weeks ago, I already sent you all these payment information in order to manually withdraw the remaining 1500$ in my balance. I did not receive any answer nor update regarding the issue.

Best regards,

Nour

Dear locobenz0123

The details you had provided are not enough and we cannot process a manual withdrawal with the details provided.

As per our request above please provide us with the following bank details in order for us to make a manual withdrawal :

• Full Name (please include all names including middle names)

• E-mail

• Address

• City

• Postcode

• Account number (it should consist of Transit, FIN, body)

• Bank Name

• Bank address (full address of the Bank)

• Bank country

Best regards,

BassBet Team

Dear Bassbet Casino,

Please check your email, 2-3 weeks ago you have asked me for exact same information via Email, that I have sent you again and again but I received no confirmation of reception from support.

But no worries, I have sent you another email again with all these information just now, please check it.

Thank you

Dear locobenz0123,

thank you for providing necessary information.

Dear Bassbet Casino,

is there anything else you might need? Have you processed the locobenz0123's withdrawal, please?

Dear all

Thank you for your patience.

Kindly be informed that customer balance is in processing and it should be with him very soon , we would notify you as soon as everything is paid.

Best Regards

BassBet Team

Dear Bassbet Casino,

is there any update regarding this case, please?

Still no update for now unfortunately,

today is my birthday I was hoping to get my money before that 🙁

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 all

Thank you for your patience.

It seems like customer bank is denying the transfers . Best solution is customer to provide us with another payment method such as Crypto (btc / doge / ltc ) or wallet such as skill/neteller .

Best Regards

BassBet Team

Dear locobenz0123,

thank you for providing necessary information.

Dear Bassbet Casino,

Thank you for the update. Could you please confirm whether the funds have been transferred to the BTC wallet address provided in the previous message?

Dear all

Thank you for your patience.

Kindly be informed that customer balance is complete and paid out on our side.

Best Regards

Bassbet Team

Thank you for the response, BassBet Casino.

locobenz0123, could you please advise if you have received the payment?

Dear all,

I have indeed reveived all my funds, it took forever but I am glad I got all my money. Thank you Casino Guru for all your efforts, much appreciated. Thank you Bassbet Casino. Take care.

Dear locobenz0123,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina Duboak

Casino.Guru