BassBet Casino - Player’s withdrawal is delayed due to verification issues.

I won the jackpot on the piggyriches megaways game, I started withdrawing money and of course I had to verify the account.. I sent all the proofs from my bank account but it always came back a day later saying it wasn't valid.. now I got the account verified but now they still want proofs from my other bank account and I've sent them those too but it's not valid.. I've been asking about my money every day but it's not working.. it's been three weeks now and I don't know what to do anymore..

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided, and when exactly did you send the last one?
• Could you please explain which payment methods you used for deposits and for withdrawals in the past?
• Have you made a deposit or requested a withdrawal to the bank account that is not yet verified?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? 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 in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Address details.. bank statements in pdf format from two accounts.. spankki has been approved but nordea has not.. 2 days ago I sent them and they are still being checked. I have used the Zimbler payment method.. withdrawals have been returned to the game account when the account has not been confirmed. Now there is 62,000 in the game account as I have been playing while waiting for their response.. I have always sent everything as soon as they have requested it.

Thanks for the explanation and for providing information.

I could see you included a photo of what appears to be your s-pannki bank contract.

• Have you provided a bank statement where your deposits made to the casino are among the list of transactions?

Looking forward to your reply.

I have also submitted bank statements.. they ask for the original PDF file of the account. But the account was made with Nordea in 2011 and I no longer have the original certificate.. I went to the Nordea branch to buy account verification and I put the PDF file in the casino, so that doesn't work either, even though they initially advised me that this is what I have to do now.

Thanks for your reply.

Bank statements that the casino is asking for should be available for you to download and submit.

According to your bank's FAQ: https://www.nordea.fi/en/personal/get-help/faq-accounts-and-transfers.html#faq=Opening--using-and-closing-accounts+534653

Where can I find my account statements?

In Netbank you can find the digital account statements by selecting your name and then select Documents. For the most recent account statements, select Archive. Open the Archive in Netbank

In Nordea Mobile the digital account statements are available under your Profile, select Documents and then Archive.

It takes at least three banking days after the end of the previous month before you can retrieve the latest account statement in Nordea Mobile and Netbank. The account statement is created only if you have had transactions in the account.

Account statements will be stored for the current year plus six years.

https://www.s-pankki.fi/fi/asiakaspalvelu/ukk/listaus/?cat=2346

You can print your account statement yourself from the online bank. When one month changes to the next, the account statement is available for printing on the first weekday of the month.

Log in to online banking and select Account statement from the Accounts menu .

Select the account from the menu whose statement you want to print.

Select the year you want a bank statement for and click Get bank statement.

You will now see the available bank statements at the bottom of the page.

Select View/print account statement . The account statement will open in a new window where you can print it.

If there have been no transactions on your account during the period for which you want a statement, you can receive a statement through our customer service.

Please let me know whether this information was a valid solution to your issue.

Looking forward to your reply.

Dear Piastar,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru