BassBet Casino - Das Spielerkonto wurde geschlossen.

Hi, I won some slots and after a few days my casino account was blocked and I can no longer access it to withdraw my funds.

Salve ho fatto delle vincite alle slot e dopo qualche giorno mi è stato bloccato il conto del casinò e non ci posso più accedere per prelevare i miei fondi.

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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.

Stay safe.

Dear Sasaplay97,

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.

• When did your account get blocked?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active 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

Petra

Good morning, I can't tell you an exact date from around the end of January to the first week of February. I've never been asked to verify my account, and most of my winnings come from real money.

Buongiorno, da circa fine gennaio prima settimana di febbraio non so dirle una data esatta, la verifica non mi è stata mai richiesta e le mie vincite derivano per lo più da saldo reale.

Thank you for your reply and for providing the previous details, Sasaplay97.

• Are there any terms or conditions you agreed to that might explain the blockage?
• Have you received any communication from the casino regarding the reasons for the account blockage?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

No, I didn't violate the terms and conditions. I was told my account was under review. Verification was never requested when my account was still open, but was requested later via email support.

I sent all the required documentation via email, and support asked me if I could upload the documents directly to the site, ignoring the inability to log in.

I attach a screenshot.

No non ho violato termini e condizioni, mi era stato detto che l'account era in revisione. La verifica non mi è stata mai richiesta quando il conto era ancora aperto, ma è stata richiesta in seguito tramite supporto e-mail.

Ho proceduto a inviare tutta la documentazione richiesta tramite tramite email, l'assistenza mi ha chiesto se potessi caricare i documenti direttamente sul sito ignorando l'impossibilità di accedere.

Allego screenshot.

Dear Sasaplay97

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,

Petra

Dear Sasaplay97,

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, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Sasaplay97,

Thank you for reaching out to us.

We would kindly like to inform you that your case has been forwarded for further review and you will be contacted as soon as possible with further information.

We thank you for your understanding.

Kind regards,

Bassbet Team

Hello everyone,

Dear BassBet Casino,

thank you for the update.

We will wait for your next response once the review has been completed and you have further information regarding the account closure.

Dear Sasaplay97,

Thank you for your patience.

We would kindly ask you to check your emails where we informed you which documents are needed in order to finalize the verification of your account.

Please send us the documents attached to the email.

Thank you for your understanding.

Kind regards,

Bassbet Team

I sent the requested documents, the documents sent again this morning are the same ones requested and sent in the screenshots from March 25th previously uploaded to this conversation.

Ho inviato i documenti richiesti, i documenti inviati nuovamente stamattina sono gli stessi richiesti ed inviati già negli screenshot del 25 marzo caricati precedentemente in questa conversazione.

Hello everyone,

Thank you for the updates.

Dear Sasaplay97, thank you for confirming that you have resent the requested documents and for providing the additional clarification. At this stage, I kindly ask for your patience while we wait for the casino to verify the latest submission and confirm whether everything is now in order.

Dear BassBet Casino, thank you for your response.

The player states that the requested documents were already sent previously (on March 25th) and have now been resent again. Please confirm whether these documents are sufficient to complete the verification, or if anything is still missing or requires re-submission in a specific format.

Once confirmed, please also provide an estimated timeframe for completing the account verification and releasing any pending actions on the account.

I will now wait for your update.

Dear Sasaplay97,

Thank you for your reply and the provided documents.

Please be informed that your details are currently under review and you will be contacted with further information as soon as possible.

We thank you for your patience and cooperation.

Kind regards,

Bassbet Team

Hello everyone,

thank you, BassBet Casino, for the update.

Dear Sasaplay97,

the casino has confirmed that your documents are currently under review and that they will contact you once the verification process is completed. At this stage, please let me know if you receive any further email from the casino or any update regarding the verification status of your account.

Dear BassBet Casino,

thank you for the clarification. Please keep us updated once the review is completed and inform us whether the submitted documents are sufficient to finalize the verification.

I will wait for your next update.

Dear Sasaplay97,

Thank you for your patience.

We are happy to inform you that your account has been successfully verified.

Thank you for your patience and cooperation.

Kind regards,

Bassbet Team

Hello everyone,

thank you for the update.

Dear BassBet Casino,

thank you for confirming that the player’s account has now been successfully verified.

Dear Sasaplay97,

could you please confirm whether you are now able to access your account normally and whether your withdrawal has already been processed or received?

Once we have your confirmation, we will be able to determine whether the complaint can be considered resolved.

Hi, I can log in to my account and no further verification is required, so I think my account is verified. I requested a withdrawal (€500 of the €1,131 I have in my account), but it's currently pending - review.

Salve, riesco ad accedere all'account e non sono richieste ulteriori verifiche quindi credo che l'account sia verificato, ho richiesto un prelievo (500euro dei 1131 totali che ho sul conto) ad ora risulta in sospeso - revisione.

Hello everyone,

Dear Sasaplay97,

I’m glad to hear that you are now able to access your account normally again. At this stage, the remaining point is the pending withdrawal. Since the withdrawal request was submitted only recently after the verification was finalized, I believe it is reasonable to allow the casino a bit more time to process it.

Please keep me updated once the withdrawal is either approved or received.

As soon as there are updates I will update you.

Appena ci saranno aggiornamenti vi aggiornerò.

Dear Sasaplay97,

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.

I received the withdrawal

Ho ricevuto il prelievo

Hello Sasaplay97,

I’m glad to hear that the withdrawal has now been received. If everything has been successfully completed on your side and there are no remaining issues, please confirm whether you consider the matter resolved so I can proceed with closing the complaint accordingly.

You can proceed to close the complaint.

Può procedere alla chiusura del reclamo.

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

Dear Sasaplay97,

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,

Samuel