BassBet Casino - Player's winnings are delayed due to verification issues.

Good morning,

I've been playing at this casino for months, I've lost a lot and won a few times, and there was no problem depositing thousands of euros or collecting a prize. Now that I've won a big prize, they've asked me to verify my account... up to this point, everything seemed normal, but when I won a big prize, my "VIP Manager," the one who used to call me or write to me on WhatsApp when I lost large sums, offered me gift vouchers and told me that the next time I won, they would increase my daily withdrawal limit, as that was one of my complaints... When I won a big prize, he never answered me on WhatsApp or email again, except for one time when he sent me the typical automated message.

Now comes the topic of validation;

I've been sending documentation every day for weeks: ALL cards, ALL account statements, bank receipts, EVERYTHING, but they keep asking for the same things again after a week, as if I were on a wheel... We've reached a point where the platform tells me that documentation is missing. When I click on the "verify" section, it doesn't say what documentation and there's no option to upload it. I contact them 2 or 3 times a day via chat, and they just keep putting me off, saying it's under review and that I should send them the latest documentation I sent by email... THEY JUST PUSH THE HELL OUT!

Hello,

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

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

• From the responses of casino support, have you learned why your documents weren't accepted? Was there any particular issue with the documents you submitted, according to the casino? (bad quality, wrong format, missing information)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue, as evidence that you tried to resolve the situation with support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

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We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear DV1990,

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,

Tomas