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

Since 9/6....30days later...and still Bassbet doesn't finish the processing of my verification.I done everything I could and they can't be specific what's going on!

Formal Complaint – Delayed Verification and Withheld Withdrawals

I am submitting this complaint regarding the unreasonable delay in the verification of my account and the resulting inability to withdraw my funds.

After submitting my withdrawal requests, my account was placed under verification. I immediately provided all the documents requested for the KYC process.

Since then, I have not been asked to provide any additional documents, nor have I been informed of any issue with the documents I submitted. Instead, I have repeatedly contacted Customer Support and have consistently received the same response: that my verification is in the "final stage."

This response has been repeated for an extended period without any progress, without any estimated completion date, and without any meaningful explanation. My withdrawal requests were cancelled solely because my account has not yet been verified, and I have been instructed to wait.

My account balance remains available, but I cannot access my funds because the verification process has not been completed. I fully understand the importance of KYC and anti-money laundering procedures, and I have cooperated fully from the beginning by submitting every document requested without delay.

My complaint is not about being verified. My complaint is about the absence of transparency, the repeated generic responses, and the failure to provide any realistic timeframe for completion despite my repeated requests.

I respectfully request that this matter be reviewed independently and that the operator be required to:

- Complete my account verification without further unnecessary delay; or

- Clearly explain what is preventing the completion of the verification;

- Confirm whether any additional documents or information are required;

- Provide a specific timeframe for when my verification will be completed and my withdrawals will be processed.

I have retained copies of my communications with Customer Support, the verification submissions, and the withdrawal history, and I am prepared to provide them as supporting evidence.

I appreciate your assistance and request your intervention to help resolve this matter fairly and promptly.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Attila

On 15/6 I submitted the necessary documents (ID and tax return) I submitted them on the Bassbet casino page and they accepted them immediately, from then until today they have only made fun of me unfortunately. I asked them if I needed anything extra or what problem there was in cooperating to finish the process but they only told me lies and excuses! In the meantime, I have not done anything illegal and of course I have a lot of evidence for my justification and I hope with your help this whole madness will end. Thank you very much!

Today they asked me for a month's transaction history, I had to get to this point for the process to proceed. I uploaded the files they requested through my profile and I'm waiting for approval.

"I submitted the requested Paysafecard transaction history PDF several working days ago. No further verification is pending, yet my withdrawals remain blocked. The casino has not provided a timeframe or explanation."It's been 4 days and nobody informed me, please help

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

There have been developments, the verification after a month and a half is successful. I started to receive the first withdrawal after the second and then stopped, for some inexplicable reason they have nearly 10 days to give me money. I have tried many times to cooperate but unfortunately again with cheap excuses and lies as they know very well to tell in this casino they are trying to make my life difficult once again.

Honestly, this is the first time in my life that I've won such an amount and instead of being happy, they (Bassbet) have made me see it as a nightmare or a maze while things are so simple, especially in other casinos, I'm really sorry......

Thanks in advance!

Thank you for the update. Could you please advise on the total amount you have already withdrawn, as well as the amount you still need to withdraw? Additionally, could you please attach a screenshot of your pending withdrawals?

Thank you in advance for your response.

Dear Sisili,

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.

It's been two weeks now that withdrawals have been going smoothly, I hope it will continue like this.

Dear Player,

It looks like the remaining withdrawals should be processed without any issues.

Would you agree to have this complaint marked as resolved?

Of course, if any further complications arise, you’re always welcome to contact us again—either to reopen this case or submit a new complaint.

Best regards,

Attila

Dear Sisili,

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

Dear Sisili,

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,

Attila

We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player,

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, Stefan (stefan.m@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,

Attila

Dear Sisili,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from BassBet Casino to join this conversation and assist in addressing the complaint.

Dear BassBet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Sisili,

Thank you for reaching out to us.

We would kindly ask you to clarify your claim.

We can see that your previous withdrawal requests have been successfully completed.

Your currently pending withdrawal requests from the 3. 4. and 5.10 are under review and will be processed in the given timeframe according to our terms and conditions.

We hope this helps to clarify the case.

Kind regards,

Bassbet Team

Dear Sisili,

I hope you are doing well.

Could you please let us know once your withdrawals have been processed so we can continue to monitor the situation closely?

I look forward to your response.