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My account verification process with BassBet started on 19 December 2025.

Since then, more than 45 days have passed.

During this time, I fully cooperated and submitted all requested documents.

Several documents were approved.

My bank statement was requested and submitted multiple times, including the original PDF issued directly by Piraeus Bank, exactly as requested.

Despite full compliance, the verification process has still not been completed and my withdrawal remains pending.

Some documents were rejected without clear explanation, while others were approved, causing continuous delays without a final resolution.

I have contacted support multiple times, escalated the matter to the affiliate, and submitted an official complaint to the Curaçao regulator.

Even after sending a final notice to the casino, there has been no response or final decision.

I am requesting CasinoGuru’s assistance to help resolve this unreasonable verification delay and ensure my withdrawal is processed.

I am happy to provide all supporting evidence.

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 negative experience with BassBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify which documents were approved and which were not?
• Which documents were requested for additional verification purposes?
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Tomas

Hello Tomas,

Thank you for your response and for reviewing my complaint.

Please find my clarifications below:

• Approved documents:

All of the following documents were approved by the casino:

• Transaction history

• Proof of address

• Selfie photo

• Credit card photo

• Personal ID photo (both sides)

• Documents requested for additional verification:

After the above approvals, the casino continued requesting another selfie with their site and my account somewhere visible which was confirmed and bank statements for additional verification.

I submitted multiple bank statements, including original PDF files generated directly from Piraeus Bank.

Some of these bank statements were approved, while others were rejected without clear or consistent explanation.

Most recently, I was asked to submit a bank statement covering the period 01/01/2026 – 31/01/2026, which I have submitted in original PDF format.

• Bonus usage:

No, my current balance was not achieved using a bonus.

Despite my full cooperation and timely submission of all requested documents, the verification process has been ongoing since 19 December 2025 and has still not been completed.

Please let me know if you require any additional information or evidence.

Kind regards,

Stylianos *****

Hello Tomas,

Just a quick update.

Today, the casino requested the transaction history document (PDF) covering the last 3–6 months.

I generated the official transaction history PDF directly from Piraeus Bank and submitted it today, both through the verification portal.

The document status is currently marked as "Under review."

I will keep you informed of any further updates.

Just an update.

Today, while the previously uploaded transaction history remains marked as "Under review" in the verification portal, the casino requested an additional document via email:

the transaction history for the card ending in 0615, specifically for December 2025, in original PDF format.

I have replied to the casino’s email and sent the requested PDF now, as instructed.

I will keep you informed of any further updates.

Update:

All requested documents, including the complete December card transaction history (card ending 0615), were submitted.

As of Monday evening, no response or confirmation has been received from the casino.

The verification process has now been ongoing for an extended period despite full cooperation.

Update:

The casino has sent a generic request reiterating the requirements

for the December card transaction history.

I confirm that the complete and original PDF (card ending 0615,

full December 2025, all transactions) has already been submitted.

Awaiting confirmation or further clarification from the casino.

Dear Steliosspa,

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, Mirka (miroslava.d@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,

Tomas

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite BassBet Casino representative to join this conversation.

Dear BassBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Update:

As requested by the casino, I have uploaded the full December 2025 official bank statement (including all transactions and the CC***0615 transaction).

The document is now available in the casino portal and under review.

Dear Steliosspa,

Thank you for reaching out to us.

We are sorry to hear about your frustration and delay.

We would kindly like to inform you that your document is currently under review and we expect further updates and information as soon as possible.

We thank you for your understanding and patience.

Kind regards,

Bassbet Team

Dear BassBet Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear Steliosspa,

Thank you for your patience.

We would kindly like to inform you that the following documents are still needed in order to complete the verification:

• bank statement of CC**15 for December 2025 showing all transactions, including deposit made on 19.12 for 340EUR

Please note that in all bank statements received until now the mentioned deposit is not shown.

Thank you for your understanding.

Kind regards,

Bassbet Team

Dear BassBet Team,

As requested, I have re-uploaded my full December bank statement (01/12/2025 – 31/12/2025).

The deposit made on 19/12/2025 was processed by the bank on 29/12/2025 and appears in the statement as:

PAYECARDS PAYMENT LTD – 422.89 USD (370.43 EUR)

Date shown in statement: 29/12/2025.

The transaction is visible on page 5 of the uploaded PDF.

Kindly confirm that this satisfies your verification request and proceed with the withdrawal processing.

Thank you.

Hello Mirka,

I have now uploaded the full bank account statement for December (including my name and IBAN), as requested by BassBet.

The transaction of 340 EUR on 19/12/2025 is clearly visible in the document as "371" due to the difference in currency between our countries

I will wait for their review and response.

Thank you for your assistance.

I have submitted multiple official documents and they keep rejecting without specifying what is missing.

The casino has rejected the official bank-issued card statement again without specifying what is missing.

The document includes my full name, masked card number and full transaction history.

I have asked them to clarify in writing what exactly is missing.

The 340 EUR deposit was processed via Pay Cards Payment LTD.

On my official debit card statement for December 2025 (22 pages), the transaction appears as follows:

• Transaction date: 19/12/2025

• Value date: 25/12/2025

• Merchant: Pay Cards Payment LTD

• Charged amount: 371.31 EUR

The difference between 340 EUR and 371.31 EUR is due to currency conversion and processing fees by the payment provider.

The full official card statement has now been uploaded again.

I show you here part of the PDF with the payment because I can’t fully upload it. You will find the PDF attached in your email.

Please confirm that this satisfies the requested verification.

Dear Steliosspa,

Please send me the last submitted bank statement to miroslava.d@casino.guru in unedited original form for review.

Thank you.

As requested, I have now sent the full official December 2025 debit card statement (22 pages) directly to your email address.

Verification completed

I would like to sincerely thank the Casino Guru team and especially Mirka for their assistance and professionalism throughout this process.

I also appreciate the cooperation of BassBet in completing the verification.

My account has now been fully verified (100%). I will keep this complaint open until the withdrawal process is fully completed, but I am grateful for the support and communication from all sides so far.

Thank you again for your time and assistance.

Update:

My account verification has been completed and the first withdrawal was successfully paid.

However, my account is now marked as "under review," while €1,800 remain in my balance. I have contacted the casino for clarification and will provide updates here.

Thank you again for your continued assistance.

Urgent update:

After my first withdrawal was successfully paid, I contacted live support regarding the "under review" status.

I was just informed that my account has been permanently closed by management.

There is still €1,800 remaining in my balance.

I request clarification and full payout of the remaining funds.

Dear BassBet Casino,

Could you please specify, when the player can expect to receive the rest of the withdrawals?

Dear Steliosspa,

We would kindly like to ask you to check your emails and provide us with your bank details in order to proceed with the payment of your remaining balance.

We thank you for your understanding.

Kind regards,

Bassbet team

Hello,

Thank you for the update.

I confirm that I have sent the requested information (full name, email address, IBAN and bank details) to the casino via email in order to proceed with the payment of the remaining balance.

I will now wait for the processing of the transfer.

Thank you again for your assistance.

Dear Mirka,

I would like to sincerely thank you for your help and support throughout this process. I can confirm that I have now received the full payment from the casino.

I truly appreciate the time and effort you invested in resolving this case. Your assistance and communication were extremely valuable.

Thank you once again for helping bring this matter to a successful conclusion.

Kind regards.

Dear Steliosspa,

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,

Mirka Dubasova

Casino.Guru