Basebet Casino - El retiro del jugador se retrasa debido a problemas de verificación de la cuenta.

I'm from Russia, and I can't withdraw my money. I don't have a second document. Their verification process is focused on a specific ID document, but they accept players from Russia. The idiots from online support couldn't help me for a week. They kept delaying the process, and eventually, the support agent closed my case without resolving it. This casino is terrible, with incompetent agents.

я из россии, я не могу вывести свои деньги. у меня нету второго документа, их процесс верификации заточен под айди документ, но они принимают из рф игроков, эти идиоты из онлайн помощи мне не смогли за неделю помочь, они постоянно оттягивали, в итоге эта помощница закрыла мой вопрос, не разобравшись с моим делом , ужасное казино с дураками на агентах

Hello GODENKOR,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Basebet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

since January 17th I can't go through the verification process, their system simply writes that it doesn't accept my document, online support writes that the problems are on my side, with my document, although you already have a complaint with a player from Kazakhstan who has an ID and also can't go through their verification, this is some kind of nonsense, call them for a dialogue, they blocked online chat with me yesterday, and they block everywhere including telegram.

с 17 января я не могу пройти процесс проверки, их система просто пишет что не принимает мой документ, онлайн поддержка пишет что проблемы с моей стороны, с моим документом, хотя у вас есть уже жалоба с игроком из казахстана, который имеет айди и тоже не может пройти их проверку, это какой то бред, зовите их на диалог, они вчера заблокировали онлайн чат со мной , и везде блокируют включая телеграм.

I have attached all the correspondence with them to you when I created my complaint, there is nothing to discuss here, just invite them to a dialogue, because even now I can’t contact them

всю переписку с ними я приложил вам в создании моей жалобы, тут уже нечего обсуждать лишь звать их на диалог, ведь я даже теперь с ними связаться не могу

Hello GODENKOR,

Would it be possible to forward the same documents you sent to the casino to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

I sent it to you, but their verification system does not accept my passport, and I don’t have any other documents, their system is not focused on passports but on ID documents (cards).

я отправил вам, но их система верификации не принимает мой паспорт, а других документов у меня нету, их система сосредоточена не под паспорта а под айди документы ( карточки).

Dear GODENKOR,

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 sent you a document by email a week ago, are you kidding me?

я вам на почту скинул документ уже как неделю назад, вы издеваетесь?

check your mail nicholas on february 2 a document was sent which i uploaded to their system and which they did not accept, why do you need documents at all? call the casino for a preventive talk

проверьте свою почту николас 2 февраля был отправлен документ, который я загружал в их систему и который они не приняли, зачем вообще вам документы? позовите уже казино на профилактическую беседу

Thank you GODENKOR for the provided document and information. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear GODENKOR,

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

Dear Basebet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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 GODENKOR,

I have received information, that you have been able to withdraw funds from your account.

Would you be able to confirm that?

Thank you.

yes, thanks to your help they decided to answer me and give my money back, this dishonest casino needs to lower its rating, because when I wrote to them by mail they didn't answer, they made me wait 2 months

да, благодаря вашей помощи они решили ответить мне и отдать мои деньги, этому недобросовестному казино нужно снизить рейтинг, потому что когда я им писал на почту сам они не отвечали, они заставили меня ждать 2 месяца

Dear GODENKOR,

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