BassBet Casino - Das Spielerkonto wurde eingeschränkt.

I played at bassbet for several months, it was fine, let's say the withdrawals were a bit long but ok, after reaching about 20k they started with the index checks with the blocking of the account for terms that they quoted to me as that money was won regularly.

First they told me I couldn't play from Italy, and then they told me I had acted unfairly towards them. I contacted the license issuer and waited for a meeting with them to understand this situation because, as far as I understand, players are poorly protected by the legislation this site has.

Ho giocato a bassbet x diversi mesi andava bene diciamo i prelievi erano un po’ lunghi pero ok , dopo essere arrivato a circa 20k hanno cominciato con le verifiche indice con il blocco dell’account per dei termini che mi hanno citato loro in quanti quei soldi sono stati vinti regolarmente .

prima mi hanno detto che non potevo giocare dall’Italia e poi mi hanno detto che avevo fatto del gioco scorretto verso i loro confronti . Ho contattato chi ha rilasciato la licenza aspettando un meeting con loro per capire questa situazione perché a quanto ho capito i giocatori sono poco tutelati riguardo a questa legislazione che ha questo sito

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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.

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Dear Nannict,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

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,

Attila

Look, more than anything, I would like some proof of what I did.

Guarda più che altro vorrei delle prove x quello che ho fatto

I'm very sorry but you haven't answered any of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.

Dear Nannict,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru

We’ve reopened this complaint at the request of Nannict. 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,

Could you please address my previous reply?

So I sent all the documentation that was requested but they always tell me to send cards, bills, bank statements but I don't understand why.

Allora ho mandato tutta la documentazione che mi è stata richiesta ma mi dicono sempre di mandare carte bollette estratti conti ma non sto capendo il perché

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.

I attached everything by email

Ho allegato tutto x e-mail

Dear Nannict,

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, Samuel (samuel.s@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 Nannict,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from BassBet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear BassBet Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including whether the decision was related to the KYC verification process, as well as any alleged rule violations or relevant terms and conditions applied in this case.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Nannict,

Thank you for reaching out to us.

We are writing to let you know that we are currently looking into the matter you raised. We have escalated the details to the relevant department for a thorough review to ensure everything is resolved correctly.

As soon as we receive an update or further information, we will notify you immediately.

We appreciate your patience while we work on this for you.

Best regards,

BassBet Casino Team

Hello everyone,

Dear BassBet Casino,

thanks for confirming that the case has been escalated. I will wait for your findings and a clear explanation of what led to the account closure and confiscation, including whether this was related to KYC or any specific rule breach.

Dear Nannict,

for now, we just need to wait for the casino’s review to be completed, and I’ll come back to you once there is more information.

Thank you both for your cooperation.

look I've been receiving this email since December without any concrete outcome.

guarda Questa e-mail è da dicembre che la ricevo senza un esito concreto .

Dear Nannict,

We require further account verification before we can finalize the transaction and release the funds.

We have sent a separate email to your inbox detailing the specific documentation required for this process. Once you have gathered the necessary files, please reply directly to that email with the documents attached. This will allow our team to manually upload them to your account and proceed with the review of your request.

Please be aware that your withdrawal will remain in a pending status until this verification is complete. We appreciate your cooperation in helping us maintain a secure environment and look forward to resolving this for you shortly.

Best regards,

BassBet Casino Team

I have uploaded all the required documents,

but I'm told to upload them again.

can you tell me what's happening?

give me an answer as soon as possible

Ho caricato tutti i documenti richiesti ,

ma mi viene detto di caricarli nuovamente .

mi sa dire cosa sta succedendo?

datemi una risposta al più breve

How did it end? On Friday I sent all the documentation requested by Bassbet.

Then I would like to know why I was contacted first by the VIP team, then by an operator (Nina) and then by the complaints area but still no result. Then I wanted to clarify that when I deposited I always had the VIP assistant (Franco) available who always wrote to me about promotions and even replied to me, but now he doesn't reply to me anymore.

Come è finita? Venerdì ho mandato tutta la documentazione richiesta da Bassbet .

poi vorrei sapere perché sono stato contattato prima dal team vip , poi da un operatore (Nina) e poi dalla zona reclamo ma ancora niente esito . Poi volevo precisare quando depositavo avevo l’assistente vip sempre a disposizione (Franco) che mi scriveva sempre x delle promozione e mi rispondeva pure , invece ora non mi risponde più .

Hello everyone,

thank you for the updates.

Dear Nannict,

I understand your frustration, especially considering that you already submitted the requested documents and are still waiting for a clear outcome. I also understand your concern regarding the different departments contacting you without a final resolution so far.

Dear BassBet Casino,

as this complaint has already been ongoing for some time, I would kindly ask you to give this case higher priority and provide the player with a clear update regarding the status of the submitted documents.

Please confirm:

• whether the latest documents submitted by the player have been received successfully,
• whether they are currently under review,
• and whether anything specific is still missing to complete the verification and proceed with the withdrawal.

If additional documents are still required, please clearly explain why the previously submitted ones were not sufficient, so the player can avoid repeatedly uploading the same materials.

I will now wait for the casino’s clarification.

Dear All,

Previously, the player submitted documents for review, however, after thorough evaluation, those initial submissions were found to be ineligible and did not meet the necessary criteria.

The player has since provided a new set of documents. We have escalated these new files to our relevant department for a priority check. As soon as the review is complete, we will update you further on the outcome.

Thank you for your patience and understanding.

Best regards,

BassBet Casino Team

Dear Bassbet, I want to tell you that the documents sent were those requested by you, in other situations I have never had a problem like this,

especially if this thing has been going on for 5 months.

caro Bassbet ci tengo a dirvi che i documenti inviati erano quelli richiesti da voi , in altre situazioni non ho mai avuto un problema del genere ,

soprattuto sé questa cosa dura da 5 mesi .

Hello everyone,

thank you, BassBet Casino, for the update.

Dear Nannict, thanks for the clarification and for your continued cooperation. I understand your concern regarding the repeated requests and the long duration of the process.

For now, please wait for the casino’s priority review of the newly submitted documents. Once they come back with the outcome, we should have a clearer picture of what is still needed, if anything.

Please keep me updated once you receive any further response from the casino.

But 5 days?

Ma 5 giorni?

Quite a few days have passed and I haven't had any results before I received an email telling me they wanted residency. I've already sent both the residency and my unique certification several times where it certifies everything. It's really frustrating to be fooled in this way.

I wanted to tell you that I had registered on other .com sites like betalice and it also says my account is under review but are all these sites connected?

Sono trascorsi un bel po di giorni e non ho avuto risultato prima mi è arrivata un e-mail dicendomi che volevano la residenza ho mandato già più volte sia la residenza che la mia certificazione unica dov’è attesta il tutto è veramente frustante farsi prendere in giro in questa maniera .

Ci tenevo a dirvi che mi ero registrato in altri siti .com come betalice e mi dice anche la account in revisione ma sono collegati tutti questi siti?

Dear Nannict,

Thank you for providing your documents for account verification.

We are writing to kindly inform you that your recently submitted proof of address could not be accepted, as we require this specific document to be uploaded in its original PDF format.

However, we can see that you have already submitted new documents to your account. Please be assured that we have escalated these new documents for a priority review with our relevant department to get your account verified as quickly as possible.

We appreciate your cooperation and patience.

Best regards,

BassBet Casino Team

This is yet another email as I can attest that the document is in PDF and certifies such ownership.

I don't want to waste any more breath with this.

Questa è l’ennesima e-mail in quanto posso attestare che il documento è in PDF ed attesta tale proprietà.

Con questo non voglio sprecare manco più fiato .

Hello Everyone

thank you for your update.

Dear Nannict,

Could you please confirm whether there have been any new developments from your side since the casino’s latest message? Also, please could you resend the proof of address document in question so I can double-check it together with the casino? (samuel.s@casino.guru)

Dear BassBet Casino,

thank you for your clarification and for reviewing the newly submitted documents.

Could you please specify what exactly is not meeting your "original PDF format" requirement in this case, and confirm whether the latest uploaded document is now acceptable for verification?

I will wait for updates from both sides.