BassBet Casino - La retirada del jugador se ha retrasado.

I played the welcome offer at the casino which was non-sticky. I won €230 with my own money after which I cancelled the bonus and put my money in withdrawal. However, the operator has blocked my withdrawal even though I have sent them all the KYC documents they have requested. Every time Aspa comes back with the same answer that they are in touch by email but I have not heard anything.

Pelasin kasinolla tervetuliaistarjouksen mikä oli non-sticky. Voitin omalla rahalla 230€ jonka jälkeen peruutin bonuksen ja laitoin rahani nostoon. Operaattori on kuitenkin estänyt nostoni vaikka olen lähettänyt heille kaikki KYC-dokumentit mitä he ovat pyytäneet. Aspasta tulee joka kerta sama vastaus että he ovat yhteydessä sähköpostitse mutta mitään ei ole kuulunut.

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 PelaajaSuomesta,

Thank you very much for submitting your complaint. I’m sorry to hear about your problems with account verification

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

To understand the situation better, please answer the following questions:

• Can you still log in to your account?
• Could you please list the documents you have already provided? How (through email or through the website) and when did you send the documents?
• Could you please post a screenshot of your verification page in your casino account?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Yes, I can log in to my account. The confirmation page shows that the confirmation is in progress but it has not changed for a few weeks. I have uploaded the requested documents via the website which are as follows: Passport, bank statement and selfie of passport and casino in the background. Unfortunately I do not have any correspondence with the casino saved.

Kyllä, voin kirjautua tililleni. Vahvistus sivu näyttää siltä että vahvistus on kesken mutta siihen ei ole tullut muutosta muutamaan viikkoon. Olen verkkosivuston kautta ladannut pyydetyt asiakirjat jotka ovat seuraavat: Passi, tiliote ja selfie passi sekä kasino taustalla. Minulla ei ole tallennettuna mitään kirjeenvaihtoa kasinon kanssa valitettavasti.

Thank you for your answer. Please allow me to ask some follow-up questions.

When did you send the verification documents?

Could you please let me know the date when you requested your withdrawal?

Please update us on the current status of your withdrawal request. Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

I got my money into the withdrawal process. Let's see if it arrives in my bank account.

Sain rahani nostoprosessiin. Katsotaan tuleeko pankkitilille.

I am happy to hear that withdrawals are not blocked anymore.

Please provide an update in a week to confirm that you have successfully received your money. I look forward to your reply.

Dear PelaajaSuomesta,

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,
Jean
Casino.Guru