The player from Italy is facing difficulties with withdrawing his winnings after winning €12,000 at the casino. Although he initially had some withdrawals approved, complications arose with the KYC process, leading to a reset of his VIP status and a reduction in his daily withdrawal limit. He currently has three pending withdrawal requests totaling €2,500 and has been trying to withdraw his entire balance since August 25th.
BassBet Casino - Player's withdrawals have been delayed and account status reset.
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BassBet Casino
Safety Index 7.5 Above averageCase summary
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1 week ago
Translation
Hi, on August 25th I won a total of €12,000 on bassbet, around €10,000 on the mental slot machine from the nolimit provider.
https://nolimitcity.com/replay/zohugahaponiraheyakumunepihigiketanoputadibihahugi
I won the remaining €2,000 on the live casino playing Crazy Time. As a level 4 VIP user, I submitted a withdrawal request for €1,000 per day, and after less than 48 hours, I was approved for €2,000 in withdrawals on the same day. Immediately afterward, I received an email from the KYC department to verify my identity, which also informed me of the withdrawal block.
I promptly uploaded my documents to the appropriate identity verification page, but both my ID card and driver's license were rejected because they were about five days away from expiration, while my bank statement and utility bill were approved correctly. On September 9th, I received a new driver's license and uploaded the photos to the dedicated page on their website. On September 10th, they removed the restrictions on my account and approved two withdrawals of €1,000. I attempted to request a new withdrawal and discovered that they had completely reset my VIP level to level 0, as if I had never played at this casino. They also reduced my withdrawal limit to €500 per day instead of €1,000. They also no longer approve any withdrawals. I currently have 3 pending withdrawal requests, 2 for €1000 and 1 for €500, and a remaining balance of €5500. I have been trying to withdraw my entire balance since August 25th, but as I mentioned, the casino has stopped approving my withdrawals, and I can't even request any more due to the limit of 3 pending withdrawal requests.
Automatic translation:
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3 days ago
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.
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3 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have experienced with your withdrawals.
Regarding the change to your VIP level and the associated withdrawal limits, please understand that we are unable to ask the casino to restore or adjust a player's VIP status. Casinos generally have discretion over their VIP programs, including the conditions for assigning or changing individual tiers.
However, we can look into the delayed withdrawals and your remaining balance. Could you please clarify when exactly the three currently pending withdrawals (€1,000, €1,000, and €500) were requested?
Also, does your verification page currently show that your verification has been fully completed, with no additional documents requested?
I hope we can help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Attila
