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

I have requested a withdrawal from bassbet since 22/10 and after 3 weeks they ask me for identification. I send them the files and even since then until today they have not been approved and in general I have no information. I talk constantly with the chat and I have also sent them an email to kyc but nothing

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Dear Alexaras1926, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BassBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• How long have you been a player at this casino, please?
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Katarina

Yes I had made smaller withdrawals on it, and it's been quite a while at this casino for sure. I was playing with real money without an active bonus

Dear Alexaras1926,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

As you can see, I don't have any saved conversations with their live chat to show you, but there are too many and they didn't lead anywhere. I have 3 emails that I have sent them. You will see that the first one was when I was first asked for identification, which is a month ago...

Dear Alexaras1926,

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.

Kind regards,

Katarina

Dear Alexaras1926,

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

As I explained above, from 10/22 I made some withdrawals and after a month they asked me for identification. Since then until now it has not been approved yet. A few days ago, while I had sent all the files, I was asked to send 2 files again, which I sent correctly again and I am waiting. So what happens all the time is that they do not look at them quickly and I have to wait a long time for a response

Dear Alexaras1926,

Tank you for reaching out to us.

We would like to kindly inform you that we have informed the verification department regarding that.

We can see that you have successfully uploaded your selfie for identity verification and your bank details and Transactions history for me month of October.

We have been informed that your documents have been received, and the verification of these documents will be completed as soon as possible.

We will keep you updated.

Thank you for your patience and your cooperation to the matter.

Best Regards,

Bassbet Casino Team

Okay, I hope the identification is completed soon so I can make my withdrawal.

Dear Alexaras1926 and BassBet Casino,

Thank you both for your updates. Alexaras1926, I appreciate your patience while the documents were resubmitted. BassBet Casino, thank you for confirming receipt and for updating us on the verification process.

I will wait for further updates regarding the completion of the verification.

While the day before yesterday Bassbet sent a message saying that it saw the last files I sent and I have to wait for them to be confirmed, today they are asking me to send them again. What's going on?

Dear Alexaras1926,

The documents you previously uploaded were not approved and therefore need to be submitted again.

Please review the requirements below carefully:

• Selfie: The selfie must clearly show our casino website displayed in the background. You have submitted four different selfies; however, none of them show the website in the background.

(Please ensure it appears as illustrated in the following example: https://prnt.sc/U7uYMZgKwLuf)

• *Proof of ownership for credit card *1958: Please upload a document confirming ownership of the card, not the transaction history. (The document should be provided in PDF format.)

• *Transaction history for credit card *3791: Please provide the full transaction history for the entire month of October, showing all transactions made during that month, with deposits to our website clearly visible.

(The document should be provided in PDF format.)

Submitting the documents according to the above requirements will allow us to proceed with the verification process.

Thank you for your understanding.

Best Regards,

Bassbet Casino Team

Okay, I've submitted everything you said again. I hope you'll see it quickly and approve it so this is all over.

Dear Alexaras1926 and BassBet Casino,

thank you for the updates.

Alexaras1926, thank you for confirming that you have resubmitted all the requested documents according to the casino’s instructions. I understand this process has been frustrating due to repeated requests, and I appreciate your cooperation.

BassBet Casino, thank you for clearly outlining the requirements for the documents. I kindly ask you to keep the thread updated once the newly submitted documents have been reviewed and to inform us about the outcome of the verification.

I will continue to monitor the case and await further updates regarding the completion of the verification and the next steps toward processing the withdrawal.

Today I was asked for 2 more files which I sent normally and correctly. However, for some reason you are asking me again for the e-statement of my card 3791 which I send you normally as it is generated for me by Eurobank. Why are you not approving it?

Again the same thing happens. Initially you tell me that you want to see all the October transactions along with the deposit to you from 3791 while the deposit was made from 1958 for which I have sent you everything again. I have sent you so many files dear Bassbet for 3 months now we have been fighting for no reason. What else do you want to approve the identification?

Why did this happen now? So after so many documents that I have sent, what did I do wrong and why are you blocking the withdrawals?

Dear Alexaras1926,

Thank you for your patience .

We kindly inform you that the relevant department is reviewing the uploaded documents.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

BassBet Casino Team

Dear Alexaras1926 and BassBet Casino,

thank you for the updates.

Alexaras1926, I understand your concern, especially given the repeated document requests and the confusion around the different cards. At this stage, since the casino has confirmed that the relevant department is actively reviewing the latest submissions, I kindly ask you to wait for their formal review outcome before sending further files.

BassBet Casino, thank you for confirming that the documents are under review. To help move the case forward transparently, I kindly ask that once the review is completed, you clearly confirm whether the submitted documents now fully satisfy the verification requirements, or specify precisely if anything is still missing or needs correction.

I will continue monitoring the case and await the next update from the casino.

Dear Alexaras1926,

To complete your verification, please upload the following documents to the Verification section of our website:

• Proof of Ownership (Card ending in 1958): A PDF showing the cardholder’s name and the full card number. This can be downloaded directly from your Revolut app.

• Transaction History (Account ending in 3791): A PDF statement for October showing all account activity, including your deposits to us.

The documents you provided us with last time were not for the correct period.

Thank you for your cooperation.

Best Regards,

Bassbet Casino Team

I have sent you everything over and over again and it was correct. I have also sent a ticket to the slotshub discord for service to help because I don't see anything happening here and I sent them the same and they say it is correct. I am sending it here again so that the guru can see it. I also say again the transaction history of the card 3791 except that I have sent it many times it is meaningless because the deposit was made from the card 1958 and I have sent everything from that

Dear Alexaras1926,

thank you for your message.

I understand your frustration and I acknowledge that you believe the requested documents have already been provided. However, according to the casino, the previously submitted documents were not accepted, as they did not fully meet the specific requirements outlined in their last request.

At this point, the verification process can only continue if the documents are uploaded exactly in the format and for the period requested by the casino, even if similar documentation was submitted earlier.

Once the documents are uploaded again, I kindly ask Bassbet Casino to review them promptly and to confirm here in the thread whether they are accepted or if anything further is still missing, so this matter can finally be clarified for all parties.

Thank you both for your cooperation.

I sent the last 2 files again. I have actually sent them all correctly, please accept them.

Dear Alexaras1926 and BassBet Casino,

thank you for the update.

Alexaras1926, I acknowledge that you have now re-uploaded the last two requested files. At this stage, I kindly ask you not to submit any further documents, unless the casino explicitly requests something new or different. This will help avoid further confusion or duplication.

BassBet Casino, since the player has confirmed that the requested documents have been uploaded again, I kindly ask you to:

• confirm whether the Proof of Ownership for the card ending in 1958 and
• the October transaction history for the account ending in 3791

now fully satisfy your verification requirements.

If any of the documents are still not acceptable, please specify clearly and precisely:

• which document is not accepted,
• what exact detail is missing or incorrect (e.g. period, visibility of name, format),
• so the player knows exactly what needs to be corrected.

Once this clarification is provided, we will be able to determine the next steps and move this complaint toward resolution.

Thank you both for your cooperation.

Dear All,

We are pleased to inform you that the CC*1956 proof has been accepted.

However, the TRX history provided by the player relates to a different card to the one requested. 

We require the transaction history for CC*3791 (Eurobank). This should show all transactions made in October, with all deposits made on our website visible.

Thank you for your patience and cooperation.

Best Regards,

Bassbet Casino Team

Dear BassBet Casino Team,

thank you for the update and for confirming the acceptance of the proof for the card ending in 1958.

Dear Alexaras1926,

as confirmed by the casino, the remaining requirement is the transaction history for the card ending in 3791 (Eurobank), covering all transactions from October and showing the deposits made to the casino. I kindly ask you to submit this specific document so the verification can be completed.

Once this is provided, we can proceed further with the complaint.

Thank you both for your cooperation.

Dear Alexaras1926,

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.

I have repeatedly sent them the transaction history from the Eurobank card (3791) and it is correct and they are not accepting it. Now I have sent another new one in case anything changes. I don't know what else to do

Hello Alexaras1926,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Please tell me now what you are telling me now. I have been very patient for a long time and I always wait how many days for an answer that does not lead anywhere and now you are telling me how many more days for something that does not affect the situation. Please help a little.

Hello everyone,

thank you for your patience.

Alexaras1926, I understand your frustration. From the communication so far, it is clear that you have repeatedly submitted the requested transaction history for the Eurobank card ending in 3791, yet the issue remains unresolved.

BassBet Casino, at this stage, the situation requires a more concrete and transparent approach. The player confirms that the October transaction history for the card ending in 3791 has been uploaded multiple times, including most recently.

I therefore kindly but firmly ask you to do the following:

• confirm explicitly whether the latest transaction history document for card 3791 is accepted or rejected, and
• if it is rejected, clearly explain what exact element is missing or incorrect (for example: specific dates, visibility of deposits, format, or card linkage).

General statements that the document relates to a "different card" are no longer sufficient, especially after multiple resubmissions. If there is a discrepancy between the player’s understanding and your internal records, this needs to be explained in clear and precise terms so the player has a fair chance to resolve it.

Given how long this verification has already taken, I also ask you to confirm whether, once this point is clarified, the verification and withdrawal process can proceed without further delays.

Alexaras1926, thank you for your continued cooperation. I am now fully available again and will actively monitor the casino’s next response.

Dear Casino Guru,

We are pleased to confirm that the player’s account has been verified.

They are now cleared to proceed with a withdrawal.

Kind Regards,

BassBet Team

Hello everyone,

thank you, BassBet Casino, for the update and for your cooperation.

Alexaras1926, please let us know if you have already requested a withdrawal and how things are progressing with your balance.

I have requested a withdrawal and am now waiting for the money to arrive.

Hello everyone,

Alexaras1926, thanks for confirming that the withdrawal has been requested. Please let me know once the funds arrive or if there are any delays or issues in the meantime, so I can follow up if needed.

It's been 3 business days since the first withdrawal. I hope to have some completed by tomorrow or the day after tomorrow.

Hello Alexaras1926,

thank you for the update. Please keep me posted once all your withdrawals have been completed, and then I can go ahead and close the complaint.

The 2 withdrawals of €900 have been completed. I am waiting for the last withdrawal which is still €500.

Hello everyone,

Thank you, Alexaras1926, for the update. Please let me know once the last withdrawal is completed so we can close the complaint.

Thank you very much, all completed.

Dear Alexaras1926,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Samuel

Casino Guru