BassBet Casino - Player's withdrawal is delayed and account is restricted.

I am reporting a systematic delay and technical obstruction regarding my funds at Bassbet. My total balance is 945.64€, and I have a pending withdrawal request of 450€.

On March 21st, I requested the 450€ withdrawal. Shortly after, my account was restricted with the message: 'Withdrawals are blocked - withdrawals are restricted by operator.' No documents were requested for 13 days.

It was only on April 3rd that the casino started the KYC process. They have been requesting documents one by one: first my ID (approved), then proof of my deposit method, which was a Virtual Mastercard via Neteller. I have provided all requested details for the virtual card.

Now, the system shows a notification that an additional document is required, but the verification page is completely blank (white screen). I cannot see what is requested or upload anything. Despite sending emails with screenshots of this technical error, I only receive automated responses.

I have been cooperative since March 21st, but the casino is using technical errors and slow KYC as a delay tactic. I am asking for your mediation to help me complete the verification and receive my 450€ withdrawal and the rest of my balance.

Important notice:

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Dear georgia21,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing with your withdrawal and the verification process.

Thank you also for providing the screenshots. From what I can see, your withdrawals are currently blocked by the operator, and at the same time, the verification page appears to be malfunctioning, which prevents you from completing the requested KYC steps. I understand how frustrating this must be, especially after your cooperation over the past weeks.

To better understand your situation and assess the case, could you please clarify the following:

• Have you received any specific email from the casino listing exactly which document is currently missing?
• Were you ever informed about a timeline for completing the verification process?
• Can you confirm whether all previously requested documents (ID, payment method, etc.) have been explicitly approved by the casino?
• Have you tried accessing the verification page from a different device or browser to rule out a local technical issue?

Additionally, if you have any further communication with the casino (emails, chat transcripts, or additional screenshots), please feel free to forward them to petronela.k@casino.guru so I can review everything in detail.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

Thank you for your assistance. Here are the clarifications you requested:

1.Specific email for missing documents: No, I never received an email listing specific missing documents. Every time I asked, they gave me vague answers. Only after my strong complaint on April 9th, they replied on April 10th saying that 'no further documentation is required at this time' and admitted that the blank page I see is a 'technical error'.

2.Timeline: No, they never provided a specific timeline. They only kept telling me to 'be patient' and that the 'relevant department is looking into it'. It has been 20 days since my first withdrawal request.

3.Approval of documents: My ID was approved. Regarding the payment method (Virtual Mastercard via Neteller), I submitted the details they asked for, but I never received a formal 'approval' message. Currently, my profile says 'Verification Required' but the page is blank, while their latest email says 'no further documents are required'. The information is completely contradictory.

4.Different devices/browsers: Yes, I have tried accessing the page from my mobile phone, a PC, and different browsers. The result is always the same: a blank white screen where the document upload should be.

I have already forwarded the full email correspondence (3 PDF files) to your email address as requested. These emails include their admission of the technical error and the proof that I have been following up since March 21st.

Thank you for your help.

Update on my case: Today, the casino's verification page suddenly requested additional documents: a full Transaction History for March and a Selfie holding my ID with the website in the background.

This directly contradicts their official email from April 10th, where they stated that 'no further documentation is required'. It is clear that after 26 days of delaying my withdrawal, they are using new excuses to avoid paying me my €945. I am in the process of providing these new documents now, but I wanted to document this intentional delay and their contradictory instructions.

Dear georgia21,

Thank you very much for your detailed update, and I’m sorry for the delayed reply.

I completely understand your concerns, and I must say that based on what you have described, I agree that the situation appears inconsistent. Being informed that no further documents are required, followed by a new request for additional verification after several weeks, is understandably frustrating and raises valid concerns about the handling of your case.

To better assess the current status, could you please let me know if there have been any developments since your last update 5 days ago?

In particular:

• Have you already submitted the newly requested documents (transaction history and selfie)?
• Have you received any confirmation or feedback from the casino since then?
• Has there been any change in the status of your withdrawal or account?

Thank you.

Dear Petronela,

Thank you for your reply and for understanding my frustration.

To answer your questions:

1. Yes, I have just submitted the newly requested documents (the full transaction history for March 2026 and the selfie) to the casino's verification page today.

2. I have not received any confirmation or feedback from the casino yet, other than the automatic upload notification.

3. The status of my withdrawal is still 'Pending', and there has been no change in my account status since I uploaded the documents.

Given that it has now been 30 days since my initial withdrawal request, I am very concerned that the casino will use the review process of these new documents as another excuse to further delay my payment. I kindly ask for your assistance in urging them to expedite this verification, as I have now provided everything they asked for.

Thank you for your continued support.

Ι need to provide you with the full picture of my verification struggle, as I have been waiting for 34 days now.

1.The casino requested a selfie with my ID and a 'bank statement' showing my deposit to Bassbet. As I used a Neteller virtual card, I do not have a traditional bank statement. I submitted my Neteller transaction history, which clearly shows my name and the deposit, but they did not accept this.

2.When I tried to upload further documents, the website's verification portal malfunctioned (showing only a blank white screen - please see attached screenshot).

3.Since then, I have been unable to upload anything. I took the initiative to send all my documents (ID, Selfie, and Neteller Transaction History) directly to support@bassbet.com. On April 22nd, I received an email from their support confirming that my case was forwarded to the relevant department.

4.Crucial Update: I have also obtained an official confirmation document from Paysafe (Neteller) that explicitly links my name to the virtual card used for the deposit. I have now sent this official document to the casino's support team as well.

I believe they have been stalling me, but with this official Paysafe document, there is no longer any valid reason to keep insisting on a traditional 'bank statement' that does not exist.

Could you please intervene and demand that they manually review the documents i have provided? I have fulfilled every single requrement, and this 34-day delay is unacceptable. Please set a firm deadline for the finalization of this verifcation, as i can no longer accept these vague, automated delays.

(Please note: In the attached transaction history screenshot, you can identify my deposit of 19/03 under the name 'FOVILLI', which confirms the transaction to the casino)

Dear georgia21,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear georgia21,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from BassBet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear BassBet Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear all,

We kindly inform you that we are checking on the matter with our Verification team and we will have updates for you at the nearest time possible.

Thank you for your patience.

Best regards,

Bassbet Team

Hello everyone,

Dear BassBet Casino,

thank you for your update and for checking the matter with your Verification team.

Please let us know once you have more concrete information regarding the verification status and the expected timeframe for completing the review and processing the withdrawal.

For now, we will wait for your next update.