BassBet Casino - Player's withdrawal has been delayed.

I played the welcome offer at the casino which was non-sticky. I won €230 with my own money after which I cancelled the bonus and put my money in withdrawal. However, the operator has blocked my withdrawal even though I have sent them all the KYC documents they have requested. Every time Aspa comes back with the same answer that they are in touch by email but I have not heard anything.

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Dear PelaajaSuomesta,

Thank you very much for submitting your complaint. I’m sorry to hear about your problems with account verification

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.

To understand the situation better, please answer the following questions:

• Can you still log in to your account?
• Could you please list the documents you have already provided? How (through email or through the website) and when did you send the documents?
• Could you please post a screenshot of your verification page in your casino account?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

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

Best regards,

Jean

Yes, I can log in to my account. The confirmation page shows that the confirmation is in progress but it has not changed for a few weeks. I have uploaded the requested documents via the website which are as follows: Passport, bank statement and selfie of passport and casino in the background. Unfortunately I do not have any correspondence with the casino saved.

Thank you for your answer. Please allow me to ask some follow-up questions.

When did you send the verification documents?

Could you please let me know the date when you requested your withdrawal?

Please update us on the current status of your withdrawal request. Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

I got my money into the withdrawal process. Let's see if it arrives in my bank account.

I am happy to hear that withdrawals are not blocked anymore.

Please provide an update in a week to confirm that you have successfully received your money. I look forward to your reply.