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They do not verify my account by constantly asking me for the transaction history of my card's transactions. I send it to them directly through e-banking in pdf format and after an evaluation they keep asking me again saying that it is not the original from the bank, which is not true. Why do I send it directly from e-banking for the period they ask me for, May 20 to June 20. The card I have made the payment with is a debit card and does not have e-statements. However, I was informed by the bank I went to that the card transactions are the ones I send and they do not accept them.

Δεν μου κάνουνε επαλήθευση του λογαριασμού μου ζητώντας μου συνεχώς το ιστορικό των συναλλαγών των κινήσεων νήσεως της κάρτας μου τους τους το στέλνω κατευθείαν μέσα από το e-banking σε pdf και ύστερα από αξιολόγηση πάλι μου το ξαναζητάνε συνεχώς ότι δεν είναι το γνήσιο από την τράπεζα κάτι που δεν ισχύει. Γιατί το στέλνω κατευθείαν από το e-banking για το χρονικό διάστημα που μου ζητάνε 20 Μαΐου έως 20 Ιουνίου. Η κάρτα που έχω κάνει πληρωμή είναι χρωστική δεν έχει e statements. Όμως με ενημέρωσαν από την τράπεζα που πήγα ότι οι κινήσεις της κάρτας είναι αυτές που στέλνω και κακώς δεν τις δέχονται.

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.

Please allow me to ask you additional questions to better understand the situation.

• Could you please share the last attempt you made at sending the required proof of payment to the casino?
• Could you please share with me your communication with the casino justifying the rejection of the document you sent them?
• Could you please specify when you made deposits in the casino and whether the deposits are listed among the transactions on the statement?
• Were your other documents approved?
• Send the information to my email at tomas@casino.guru

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.

I'm sure they don't accept my verification even though I send them the correct documents for my card transactions through the bank because they don't want to pay. As long as it was small amounts they paid without verification, as soon as I got a large amount they find excuses that my documents are not correct so I can't make a withdrawal. Now they have blocked my withdrawals!

Είμαι βέβαιος ότι δεν κάνουν δεκτή την επαλήθευσή μου αν και τους στέλνω τα σωστά έγγραφα για τις κινήσεις της κάρτας μου μέσα από την τράπεζα γιατί δεν θέλουν να πληρώσουν. Όσο ήτανε μικρά ποσά πληρώνανε χωρίς επαληθευση με το που έπιασα ένα μεγάλο ποσό βρίσκουν οι δικαιολογίες ότι δεν είναι ορθά τα έγγραφα μου για να μην μπορώ να κάνω ανάληψη. Πλέον οι τις αναλήψεις μου τις έχουν μπλοκάρει!

The problem continues on June 19, 20 and 21 I asked for €500 at a time for a total of €1,500. After a week they asked me to verify the account. We are stuck there until today. I send all the detailed movements of my account by downloading it from e-banking for the period they ask me for May 20 to June 20 but it is constantly rejected.

In live chats they have the same policy of reassuring me by asking for the verification document which I send but they reject it. The same goes for emails where I have screenshots of everything.

Please help.

Το πρόβλημα συνεχίζεται στις 19, 20 και 21 Ιουνίου ζήτησα από 500€ τη φορά σύνολο 1.500€. Αφού πέρασε μια εβδομάδα μου ζήτησαν επαλήθευση του λογαριασμού. Εκεί κολλήσαμε μέχρι σήμερα. Τα στέλνω όλα αναλυτικά τις κινήσεις του λογαριασμού μου κατεβάζοντας το από το e-banking για το χρονικό διάστημα που μου ζητάνε 20 Μαΐου έως 20 Ιουνίου αλλά συνεχώς απορρίπτεται.

Στις ζωντανές συνομιλίες έχουν την ίδια πολιτική να με καθησυχάζουνε ζητώντας το έγγραφο επαλήθευσης που όμως το στέλνω και το απορρίπτουνε. Το ίδιο και στα email τα έχω όλα screenshot.

Παρακαλώ για τη βοήθειά σας.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

They can't cheat people like this without consequences. I played legally, deposited a lot of money, and when I won, they didn't pay it out.

Someone needs to shake them up, they are playing with human lives, I need the €6,000 I won. They are deliberately not verifying it so they won't give it to me or I will play it and lose it. I will not please them.

Δεν γίνεται να εξαπατάνε έτσι τον κόσμο χωρίς να έχουν συνέπειες. Έπαιξα νόμιμα κατέθεσα αρκετά χρήματα κι όταν κέρδισα δεν τα καταβάλλουν.

Κάποιος πρέπει να τους ταρακουνήσει παίζουνε με τις ανθρώπινες ζωές έχω ανάγκη τα 6.000€ που κέρδισα. Επίτηδες δεν μου κάνουνε επαλήθευση για να μην τα δώσουνε ή να τα παίξω και να τα χάσω. Δεν θα τους κάνω το χατίρι.

Please do something, give them recommendations, talk to them directly, they can't play with people's hard work. I did everything legally.

Σας παρακαλώ κάντε κάτι κάντε τους συστάσεις μιλήστε απευθείας μαζί τους δεν γίνεται να παίζουνε με τον κόπο των ανθρώπων. Όλα τα έκανα νομότυπα

Hello Leonidas1983,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the BassBet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? What is the issue with the documents Leonidas1983 provided? Alternatively, can you give us some guidance on how to proceed?

We were also recently informed, that some of the casinos are in the process of shutting down in Greece. Is this case related to this?

If they are in the process of closing, they should first pay people what they owe.

Αν είναι σε διαδικασία κλεισίματος να πληρώσουν πρώτα τον κόσμο όπως οφείλουν.

Dear Leonidas1983,

We are really sorry for this delay. We would like to kindly inform you that we have informed the verification department regarding that. They informed us that they have received your documents and they will try to finish verification of your account as soon as possible. We will keep you updated.

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

Best regards,

BassBet casino team

You're sending this here for impressions that you've been sending to me for a month now. The same excuses over and over again! I've sent you my card transaction history 100 times but you don't verify it so I can't make a withdrawal!

Στέλνετε αυτό εδώ μέσα για εντυπώσεις ότι στέλνετε και σε μένα εδώ και ενα μήνα. Συνεχώς οι ίδιες δικαιολογίες! Σας έχω στείλει 100 φορές το ιστορικό των συναλλαγών των κινήσεων της κάρτας μου αλλά δεν μου κάνετε την επαλήθευση για να μην μπορώ να κάνω ανάληψη!

Dear parties,

thank you for your continued involvement in the matter.

Dear casino representative,

please keep us updated on the verification status.

The verification has not yet been done and again they rejected my card transaction history. This time they asked me for my card transactions for the month of July. And of course I sent them too. Let's see when this verification will be done!

Η επαλήθευση ακόμη δεν έγινε και πάλι μου απορρίψανε το ιστορικό των συναλλαγών της κάρτας μου. Αυτή τη φορά μου ζητήσανε τις κινήσεις της κάρτας μου για τον μήνα Ιούλιο. Και φυσικά τις έστειλα και αυτές. Άντε να δούμε πότε θα γίνει αυτή η επαλήθευση!

Dear Leonidas1983,

Thank you for the updates.

Indeed, one more document asked from you regarding the verification. Let's wait a while more please in order for the relevant team to check also the recent document that you sent to us. Thank you so much for your patience and cooperation on the matter.

Best regards,

Bassbet team

Good morning, a little while ago they again rejected the document with my card transactions for the month of July that I sent them. It's their well-known tactic and they're asking me to resend it as they've been doing for so long to buy time and prevent me from making a withdrawal since they're blocked.

Καλημέρα πριν λίγο πάλι μου απορρίψανε το έγγραφο με τις κινήσεις της κάρτας μου για τον μήνα Ιούλιο που τους έστειλα. Είναι η γνωστή τακτική τους και μου ζητάνε να το ξαναστείλω όπως κάνουν τόσο καιρό για να κερδίζουν χρόνο και να μην μπορώ να κάνω ανάληψη αφού είναι μπλοκαρισμένες.

Please Mr. Martin, for your actions. There is a big mockery from the Bassbet verification department. One month they asked me for the history of my card movements from May 20 to June 20, they checked it and rejected it and I kept sending it back to them. The same thing happened now that they are asking me for the month of July, I sent it to them and they rejected it. So it is done intentionally on their part, it is obvious. They take 2-3 days to check the document and thus they gain time, aiming for me to play and lose it or never withdraw the profit since all withdrawal methods are blocked.

Παρακαλώ κύριε Martin, για τις ενέργειές σας. Υπάρχει μεγάλη κοροϊδία από το τμήμα επαλήθευσης της Bassbet. Ένα μήνα μου ζητούσαν το ιστορικό των κινήσεων της κάρτας μου από 20 Μαΐου έως 20 Ιουνίου το ελέγχανε και το απορρίπτανε και τους το ξαναέστελνα συνεχώς. Το ίδιο έγινε και τώρα που μου ζητάνε για τον μήνα Ιούλιο τους το έστειλα και μου το απορρίψανε. Δηλαδή γίνεται σκόπιμα από μεριά τους είναι ολοφάνερο. Το έγγραφο κάνουν 2-3 μέρες να το ελέγξουν και έτσι κερδίζουν χρόνο αποσκοπώντας στο ότι θα παίξω και θα τα χάσω ή να μην κατά βάλουνε ποτέ το κέρδος μιας και όλοι οι μέθοδοι ανάληψης είναι μπλοκαρισμένες.

I lost a few thousand euros at Bassbet in the last few months. And that's why it's even more shameful for them not to pay out some of the money I won without being able to verify it because when I won smaller amounts, verification wasn't needed.

Στην Bassbet τους τελευταίους μήνες έχασα κάποιες χιλιάδες ευρώ. Και για αυτό είναι μεγαλύτερη ντροπή τους να μην καταβάλουν κάποια χρήματα που κέρδισα μη μπορώντας να κάνω επαλήθευση γιατί όσο κέρδιζα μικρότερα ποσά δεν χρειαζόταν επαλήθευση.

Dear Leonidas1983,

thank you for your responses. Could you please send the mentioned documents to martin.l@casino.guru? This will allow us to assess them and decide whether there is any objective issue delaying the verification process. Of course, you can hide any sensitive information, if needed.

Lastly, as you’ve rightly pointed out, I strongly advise you not to play with your balance at this time. I will now reach out to the casino representative again.

Dear casino representative,

please give us more information regarding the verification process. Are there any suspicions of any wrongdoing? Will there be any other verification requests? Please let us know how we can help mediate this issue. In case there is any additional information you consider confidential, please contact me at martin.l@casino.guru.

Good morning, and the verification story continues... This morning, after three days of evaluating the additional document that was requested from me, they rejected it and are asking for it again. And of course I sent it back to them because there is nothing else I can do!

Καλημέρα σας, και η ιστορία της επαλήθευσης συνεχίζεται... Σήμερα το πρωί αφού τρεις μέρες αξιολογούσανε το επιπλέον έγγραφο που μου ζητήθηκε το απορρίψανε και το ζητάνε ξανά. Και φυσικά τους το ξαναέστειλα γιατί δεν υπάρχει κάτι άλλο που μπορώ να κάνω!

I can't understand how these companies can operate legally, make people money, and find such cheap excuses to not pay or take months to pay! When they're supposed to take it from you, they take it from you all at once! When they're supposed to pay, they act like Chinese and don't verify it! How is it possible that they don't have any consequences other than defamation?

Δεν μπορώ να καταλάβω πώς γίνεται αυτές οι εταιρείες να λειτουργούν νόμιμα να κερδίζει ο κόσμος χρήματα και να βρίσκουν τέτοιες φθηνές δικαιολογίες ώστε να μην τα πληρώνουν ή να αργούν μήνες! Όταν είναι να σου τα πάρουν σου τα παίρνουν με τη μία! Όταν είναι να πληρώσουν κάνουν τους κινέζους και δεν σου κάνουν την επαλήθευση! Πώς γίνεται να μην έχουν συνέπειες εκτός από δυσφήμιση;

The support team has not shown a clear willingness to resolve the issue and I believe this situation is being handled in the wrong way.

Given that BassBet is licensed by the Anjouan Gaming Licensing Authority, I am concerned that it does not comply with appropriate regulatory standards in terms of processing withdrawals and timely account verification.

I would appreciate your help in addressing this issue and ensuring that BassBet is held accountable for their delays and use of AI-generated responses that do not lead to a meaningful resolution.

Η ομάδα υποστήριξης δεν έχει δείξει ξεκάθαρη προθυμία να επιλύσει το πρόβλημα και πιστεύω ότι αυτή η κατάσταση αντιμετωπίζεται με λάθος τρόπο.

Δεδομένου ότι η BassBet είναι αδειοδοτημένη από την Αρχή Άδειας Παιχνιδιού Anjouan, ανησυχώ ότι δεν συμμορφώνεται με τα κατάλληλα κανονιστικά πρότυπα όσον αφορά την επεξεργασία αναλήψεων και την έγκαιρη επαλήθευση λογαριασμών.

Θα εκτιμούσα τη βοήθειά σας για την αντιμετώπιση αυτού του ζητήματος και τη διασφάλιση ότι η BassBet θα λογοδοτήσει για τις καθυστερήσεις τους και τη χρήση των απαντήσεων που δημιουργούνται από AI που δεν οδηγούν σε ουσιαστική επίλυση.

Hello Leonidas1983,

we have already contacted another casino representative, we will get more information soon, hopefully tomorrow. I understand your frustration, but all we can do now is wait.

Dear Leonidas1983,

We would like to inform you that we will follow up with updates regarding the verification issue as soon as possible. Thank you for your patience and cooperation!

Best regards,

BassBet casino team

You send this and at the same time the bank document verifying my account is rejected again! The document is correct and I download it from my e-banking there is no reason not to accept it the reason is that you are delaying the verification so that I am not able to withdraw my funds.

Στέλνετε αυτό και την ίδια ώρα απορρίπτεται και πάλι το έγγραφο της τράπεζας που επαληθεύει τον λογαριασμό μου! Το έγγραφο είναι σωστό και το κατεβάζω από το e-banking μου δεν υπάρχει λόγος να μην το δέχεστε ο λόγος είναι για καθυστερείτε την επαλήθευση ώστε να μην έχω δυνατότητα ανάληψης των κεφαλαίων μου.

So, I'm downloading the card transactions again from e-banking as you asked and sending them to you again!

Λοιπόν ξανά κατεβάζω εκ νέου από το e-banking τις κινήσεις της κάρτας όπως μου ζητάτε και σας το ξαναστέλνω!

Dear Leonidas1983,

Thank you for your patience.

We would like to inform you that you account has been successfully verified. You may proceed with withdrawing your funds.

Thank you so much for your cooperation on the matter!

Best regards,

Bassbet casino team

I just made a €500 withdrawal, which is the daily withdrawal limit allowed, it is currently under review. I will keep you updated on developments.

Thanks

Μόλις έκανα 500€ ανάληψη δηλαδή όσο είναι το ημερήσιο όριο ανάληψης που επιτρέπεται,αυτή τη στιγμή είναι υπο εξέταση. Θα σας ενημερώνω για τις εξελίξεις.

Ευχαριστώ

Dear casino representative,

thank you for the update.

Dear Leonidas1983,

I am happy to hear things are moving in the right direction. I will leave this complaint open until you confirm you have received all of your funds,

Dear Leonidas1983,

as more time has passed, I would like to ask you to give us an update on the current proceedings. Have you withdrawn more of your funds?

No money has been added to my account yet, today I spoke with a representative from Bassbet in the live chat, he told me that 4 business days have passed since the first withdrawal request (€500) and it will be processed soon since payments are made from 3 to 5 business days.

I will let you know when it happens and thank you for your interest.

Ακόμη δεν έχουν μπει χρήματα στον λογαριασμό μου, σήμερα συνομίλησα με εκπρόσωπο από τη Bassbet στη ζωντανή συνομιλία μου είπε ότι έχουν περάσει 4 εργάσιμες μέρες από το αίτημα της πρώτης ανάληψης (500€) και σύντομα θα διεκπεραιωθεί μιας και οι πληρωμές γίνονται από 3 έως 5 εργάσιμες ημέρες.

Θα σας ενημερώσω όταν θα γίνει και ευχαριστώ για το ενδιαφέρον σας.

The first withdrawal I requested was made on 7/23. I hope the continuation will be similar without any more problems.

Πραγματοποιήθηκε η πρώτη ανάληψη που ζήτησα στις 23/7. Ελπίζω να είναι ανάλογη η συνέχεια χωρίς αλλά προβλήματα.

Dear parties,

as more time has passed, I would like to ask you to give us an update on the current proceedings.

Dear Leonidas1983,

have you received any other funds?

Good evening, in total so far I have received funds from three withdrawals. When all withdrawals are completed and I receive all the profits I will inform you.

Hello Leonidas1983,

I am happy to hear things are moving in the right direction. The complaint will remain open until you receive all of your funds.

Good evening,

After the first three withdrawals that were successful, the follow-up is not as good as before, as there is still a long delay in the withdrawals I have requested, far exceeding the time limit they set in their terms. When I ask them questions on the site's live chat, their answers are always reassuring, apologizing for the delay and saying that the money will be in soon.

Καλησπέρα σας,

Μετά τις τρεις πρώτες αναλήψεις που έγιναν καλώς η συνέχεια δεν είναι ανάλογη καθώς και πάλι υπάρχει μεγάλη καθυστέρηση στις αναλήψεις που έχω ζητήσει ξεπερνώντας κατά πολύ το χρονικό όριο που θέτουν στους όρους τους. Στις ερωτήσεις που τους κάνω στη ζωντανή συνομιλία του site οι απαντήσεις τους πάντα είναι καθησυχάστικες ζητώντας συγνώμη για την καθυστέρηση και ότι σύντομα θα μπουν τα χρήματα.

Dear Leonidas1983,

thank you for your continued cooperation and informing us about the state of the matter. I believe the most important thing right now, is to wait, and not to play your balance any further.

Dear casino representative,

can you please look at the case again? Is there a particular issue delaying the withdrawals?

Hello all,

We would like to inform you that the withdrawal requests have been completed successfully after escalation to our payments team. Please, excuse us for the delay. Let's wait for the rest of them to be completed too.

Thank you so much for your patience during this period.

Best regards,

Bassbet casino team

Dear parties,

thank you for your cooperation so far. As more time has passed, I would like to ask you to update us on the current state of the matter.

Dear Leonidas1983,

can you please update us on the current state of your funds?

Good evening,

Gradually, the withdrawals are being made and I am satisfied with this development. When all the withdrawals are completed, I will inform you so that my issue can be closed.

Thanks

Καλησπέρα σας,

Σταδιακά οι αναλήψεις γίνονται και είμαι ικανοποιημένος με αυτή την εξέλιξη. Όταν ολοκληρωθούν όλες οι αναλήψεις θα σας ενημερώσω ώστε να κλείσει και το θέμα μου.

Ευχαριστώ

Hello Leonidas1983,

I am happy to hear things are moving in the right direction. Thank you for your cooperation so far, please keep updating us on any future developments.

Dear Leonidas1983,

We kindly inform you that your last three withdrawals have been completed successfully.

We really thank you for your patience while our payments team does their best to receive your withdrawals as soon as possible.

Kind regards,

BassBet casino team

Dear casino representative,

thank you very much for the update.

Dear Leonidas1983,

as more time has passed, I would like to ask you for an update on the proceedings. Can you please confirm whether you have received all of your funds? If not, how much is left to pay out?

Dear Martin,

I still haven't received all the money since I can make one withdrawal per day and up to three withdrawals in total and the amount I'm requesting is €300 - €400 at a time. However, the withdrawals are being made gradually as I have received more than half of the money.

When they are completed, I will inform you directly.

Thanks.

Αγαπητέ Martin,

Ακόμη δεν έχω λάβει όλα τα χρήματα μιας και μπορώ να κάνω μία ανάληψη την ημέρα και έως τρεις στο σύνολο αναλήψεις καθώς και το ποσό που ζητάω είναι 300 - 400€ τη φορά. Σταδιακά όμως γίνονται οι αναλήψεις καθώς έχω λάβει πάνω από τα μισά χρήματα.

Όταν ολοκληρωθούν θα σας ενημερώσω απ' ευθείας.

Ευχαριστώ.

Dear Leonidas1983,

thank you for the update.

As mentioned before, the complaint will of course remain open, until you receive all of your money. When you do so, or if any issues arise, please let us know in the thread.

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

Dear Leonidas1983,

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,

Martin