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They blocked my account when I made withdrawals, the chat is useless, they just tell you to wait, I've been waiting for more than ten days for my verification and the withdrawal of my money

Me bloquearon la cuenta cuando realicé retiradas , el chat no sirve para nada solo te dicen que espere ,llevo más de diez días esperando para mi verificación y el retiro de mi dinero

Dear Paco1,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem with your account. To better understand the situation and assist you effectively, could you please provide the following details:

• What specific reason did the casino give you for blocking your account?
• Have you received any communication from the casino regarding your verification process?
• Which documents have you submitted for the KYC verification?
• Could you kindly specify what types of games you played?

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,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Every time I try to log into the account it appears that it is under review. I consult the help center. I try the chat and it tells me to wait day after day. I don't even get an answer to my email directly.

I received an email three days after submitting the documents stating that it would take three to five days; I'm still waiting.

I sent them photos of my ID and photos of the card, they also told me where I got my money. I sent them photos of my transfer from my work and my account statement, that is, everything they asked for.

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cada vez que intento entrar en la cuenta me aparece que esta en revision consulte el centro de ayuda , lo intento el chat me dice que espere día tras día , el correo electrónico directamente ni me responde .

Recibí un correo electrónico a los tres días de enviar los documentos que me pudieron que tardarían entre tres y cinco días ; todavía sigo esperando.

les envié fotos de mi DNI fotos de la tarjeta , también me dijeron que donde obtenía mi dinero les envié fotos de mi transferencia de mi trabajo y extracto de mi cuenta es decir todo lo que me solicitaron.

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Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru.

I have already sent them all the documentation, I have screenshots of the live chat that are useless, they just tell you to wait and that they will respond by email on Thursday, send the new photo they asked me for holding my ID and with the page open, tomorrow it will be a week and I still have not received any response.

Ya les he enviado toda la documentación tengo capturas de pantalla del chat en vivo que no sirve para nada, solo te dicen que esperes y que por correo te responderán el jueves envía la nueva foto que me pidieron sujetando mi DNI y cn la página abierta , mañana hace una semana y sigo sin obtener ninguna respuesta

a little help would be nice

un poco de ayuda me vendría bien

Thank you very much, Paco1, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Paco1,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would 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? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Paco1 can expect his withdrawal to be processed? Alternatively, is there some KYC problem we can help resolve?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Paco1,

We are sorry to hear about for your experience.  

As per checking your account we can see your account was verified on April 16th, 2025. and after that as we were about to process your withdrawal request and we can see your withdrawal request was cancelled from your end on 16th April, 2025, before we could process it from our side.

However, we see you did not attempt any withdrawal request after your account was verified. And there is no balance in your account anymore.

Therefore, as your account is verified, we believe you should be able to attempt withdrawal request without any difficulties in future and your withdrawal request should be processed at the earliest.

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Best regards,

BassBet team.

Dear BassBet Casino representative,

thank you for the update.

Dear Paco1,

can you please update us on the status of your account and funds?