BassBet Casino - La cuenta del jugador ha sido restringida.

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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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 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.

I sent you the documentation sent to Bassbet

Ti ho inviato la documentazione inviata a Bassbet

ATTENTION: BassBet (Stellar Ltd) - Account frozen with €20,000 and evidence of transaction laundering. I am writing this to alert the community and update my ongoing complaint against BassBet Casino (operated by Stellar Ltd, Anjouan License). My player account has been frozen for 6 months with a balance of €20,000, and the casino is completely ignoring my emails and requests for mediation. Upon reviewing my bank statements (N26), I discovered a large and illicit transaction laundering/merchant miscoding scheme. Instead of processing deposits under their real company name or a transparent gaming merchant, BassBet is masking player deposits through a rotating network of shell companies and false descriptors to circumvent banking fraud controls. Every time I pressed the deposit button in the BassBet cashier, the funds were systematically routed to these companies, while "BassBet" only rarely appeared. Here is the specific list of false descriptors and shell companies found on my statements: Dollar General (Masquerading as illegal gambling) AlventaSR Online SMRTNSTLuckyLoodREALGEREAneumydrelnc LNGWG NovaForge Ltd Technical details for the forum/regulators: Casino operator: Stellar Ltd Licensing body: Gaming Board of Anjouan Fraud model: Credit/debit card miscoding. They are processing high-risk gambling transactions using low-risk Merchant Category Codes (MCCs) belonging to standard retail or online stores. Banking location: N26 initially rejected a basic dispute because the 3D-Secure token/app was approved by me. However, this is a clear case of contract fraud and miscoding, which directly violates Mastercard/Visa's basic operating regulations. I'm currently collecting complete PDF receipts and official correspondence from the corporate entity for all 10 of these descriptors to file a full formal report with the Postal Police (Italian cyber fraud police) and to forward the case to the Financial Banking Arbitrator (ABF) against N26 for failure to monitor anti-money laundering transactions. If any other players have experienced deposits to BassBet appearing under "Dollar General," "NovaForge Ltd," or any of the other strange abbreviations listed above, please respond here. We need to consolidate these cases to trigger a network-wide compliance audit against Stellar Ltd.'s payment processors.

ATTENZIONE: BassBet (Stellar Ltd) - Account bloccato con 20.000 € e prove di riciclaggio delle transazioni Sto scrivendo questo per avvisare la comunità e aggiornare il mio reclamo in corso contro BassBet Casino (gestito da Stellar Ltd, Anjouan License). Il mio account giocatore è stato congelato per 6 mesi con un saldo di 20.000 € e il casinò sta completamente ignorando le mie e-mail e le richieste di mediazione. Controllando i miei estratti conto bancari (banca N26), ho scoperto un ampio e illecito schema di riciclaggio delle transazioni / Merchant Miscoding. Invece di elaborare i depositi con il loro vero nome aziendale o un commerciante di giochi trasparente, BassBet sta mascherando i depositi dei giocatori attraverso una rete a rotazione di società di shell e falsi descrittori per aggirare i controlli antifrode bancari. Ogni volta che ho premuto il pulsante di deposito all'interno della cassa BassBet, il denaro è stato sistematicamente indirizzato a queste società di fronte, mentre "BassBet" è apparso solo raramente. Ecco l'elenco specifico di falsi descrittori e società di comodo trovati sulle mie dichiarazioni: Dollar General (Mascherando il traffico illegale del gioco d'azzardo come shopping al dettaglio)AlventaSR OnlineSMRTNSTLuckyLoodREALGEREAneumydrelncLNGWGNovaForge LtdDettagli tecnici per il forum/regolatori:Operatore del casinò: Stellar LtdOrganismo di licenza: Gaming Board of AnjouanIl modello di frode: Errocodifica della carta di credito/debito. Stanno elaborando transazioni di gioco d'azzardo ad alto rischio utilizzando codici di categoria commerciale (MCC) a basso rischio appartenenti a negozi al dettaglio o online standard. Posizione bancaria: N26 inizialmente ha respinto una controversia di base perché il token 3D-Secure/app è stato approvato da me. Tuttavia, questo è un chiaro caso di frode contrattuale e errata codifica, che viola direttamente i regolamenti operativi di base di Mastercard/Visa. Attualmente sto raccogliendo le ricevute PDF complete e le corrispondenze ufficiali dell'entità aziendale per tutti questi 10 descrittori per presentare un fascicolo formale completo alla Polizia Postale (Polizia italiana di frode informatica) e per inoltrare il caso all'Arbitro Bancario Finanziario (ABF) contro N26 per fallimento nel monitoraggio delle transazioni antiriciclaggio. Se qualche altro giocatore ha sperimentato i suoi depositi per BassBet che si presentano sotto "Dollar General", "NovaForge Ltd", o una qualsiasi delle altre strane abbreviazioni sopra elencate sopra, si prega di rispondere qui. Dobbiamo raggruppare questi casi per attivare un audit di conformità a livello di rete contro i processori di pagamento di Stellar Ltd.

Dear All,

The documents previously submitted by the player could not be accepted as they were not issued within the required 6-month timeframe. To successfully complete the verification process, we require the player to provide a valid bank statement or utility bill.

Please note that this document must be officially issued within the last 6 months. Additionally, it must be submitted in its original PDF format or as a clear, unedited photo of the physical document, as screenshots cannot be accepted.

Thank you for your cooperation and assistance.

Kind regards,

BassBet Casino Team

I sent everything in order. I'm reporting it to the relevant authorities, don't worry.

Ho mandato tutto regolare . Sto denunciando a chi di dovere non preoccupatevi

Hello everyone,

thank you both for the updates.

Dear BassBet Casino,

thank you for clarifying the requirements. However, I would like to ask for some additional clarification regarding the documents submitted by the player.

Could you please confirm specifically whether:

• the documents were rejected solely because they were older than 6 months,
• the documents were submitted as screenshots rather than original PDFs or unedited photos,
• or whether there were any other deficiencies identified during the review?

If there are additional concerns that cannot be discussed publicly, please feel free to send them to me directly via email. (samuel.s@casino.guru)

Dear Nannict,

thank you for the update. Before we move forward, I would like to wait for the casino's clarification regarding the exact reason(s) why the submitted documents were not accepted. Once we have a clearer understanding of what is missing or non-compliant, we will be in a better position to assess whether the verification requirements are reasonable and whether any further action is needed.

I will wait for the casino's response.

Dear Samuel,

The relevant department has reviewed the documentation submitted and noted issues with both attempts.

The first proof of address was rejected because it was not submitted in the required original PDF format. Additionally, the second proof of address provided could not be accepted because it was not issued within the last 6 months, which falls outside our required validity window.

Thank you for your cooperation and assistance in resolving this matter quickly.

Best regards,

BassBet Casino Team

Hello everyone,

thank you for the updates.

Dear BassBet Casino,

thank you for clarifying the exact reasons why the submitted documents were not accepted. I appreciate the additional explanation.

Dear Nannict,

based on the casino's latest response, it appears that the issue is related to the format and validity of the proof of address documents rather than a refusal to verify your account. From what I understand, the casino is requesting an original PDF document and one that has been issued within the last 6 months.

Could you please let me know whether this is now clear to you? If possible, I would recommend obtaining and submitting a document that meets these requirements so that the verification process can continue. If you do so, I would also appreciate it if you could send the same document to me directly at samuel.s@casino.guru, so I can review it as well and help move the complaint forward.

I will wait for your update.

I sent you an email with my family status that indicates my current residence. It's disgusting how they make fun of you, though.

Ti ho mandato un e-mail con lo stato di famiglia che indica la mia residenza attuale . Comunque è uno schifo come ti prendono in giro

Hello everyone,

Dear Nannict,

thank you for your message and for the document you sent over. I have received your email with the proof you mentioned (.png format). If this is the same document that was also submitted to the casino, then I believe the situation is quite clear from our side. Unfortunately, for verification purposes, casinos typically require an original document in PDF format (for example a utility bill or official statement issued directly by the provider), so there is not much we can do with a screenshot or image file.

At this stage, I would strongly recommend obtaining the original PDF version of a recent proof of address and submitting that directly to the casino to complete the verification process.

I will wait for your update once this has been sent.

Thank you both for your cooperation.

The file sent is in PDF format, as issued by the municipality. The same goes for all the documents sent, which were in PDF format and included my address.

Il file mandato è in pdf , come rilasciato dal comune . La stessa cosa x tutti i documenti inviati erano in pdf e con tanto di lettura della mia residenza

Hello everyone,

thank you for the updates.

Dear BassBet Casino,

the player now states that the document submitted to you was, in fact, the original PDF issued by the relevant authority. If that is the case, could you please clarify why it was determined not to be an original PDF?

If possible, I would appreciate a more detailed explanation of what exactly was wrong with the submitted document. For example, was it modified in some way, converted from another format, or did you identify any other issue that prevented it from being accepted?

If the problem cannot be discussed publicly, please feel free to send me the relevant details via email so that I can better understand the situation.

Thank you in advance for your clarification.