BassBet Casino - Аккаунт игрока был закрыт.

Hello. I finally won something at a casino for the first time in my life. I had a big hit on a slot machine (Gates of Olympus).

In August 2025, I deposited €400 there. At the beginning of October, I wanted to withdraw €500. I left the remaining €3,064.93 in my account for the time being.

Shortly after that, my account was simply closed.

I tried to get information over 100 times in the chat. I was constantly given the runaround. Luckily, I saved the entire chat history because I already had a bad feeling.

Then various documents were requested, all of which I submitted multiple times and in the best quality.

Selfie, selfie with Bassbet in the background, unredacted credit card statement, a picture of my credit card front and back. Everything!!! Multiple times!!!

I have no idea what else to do. I keep getting rejected in the chat, and nobody answers my emails anyway.

That's an absolute outrage.

Since it was often claimed that my emails had not arrived, I now at least have confirmation here that the documents are available.

I'm asking Casino Guru for help. It's an absolute outrage that a casino like this is even allowed to exist.

I have more evidence. However, I'm not sure if I should upload it here so that only CasinoGuru can see it.

can I?

Guten Tag. Ich habe zum ersten Mal in meinem Leben endlich etwas in einem Casino gewonnen. Ich hatte einen großen Treffer an einem Slot. (Gates of Olympus)

Im August 2025 habe ich dort 400 € eingezahlt. Anfang Oktober wollte ich mir dann 500 € auszahlen. Die verbleibenden 3.064,93 € lies ich erstmal auf meinem Konto.

Kurz danach wurde mein Konto einfach geschlossen.

Ich habe über 100-mal im Chat versucht, Informationen zu bekommen. Man wird ständig vertröstet. Zum Glück habe ich den gesamten Chatverlauf gespeichert, weil ich bereits ein schlechtes Gefühl hatte.

Dann wurden verschiedene Dokumente angefordert, die ich alle mehrfach und in bester Qualität eingereicht habe.

Selfie, Selfie mit Bassbet im Hintergrund, Kreditkartenabrechnung ungeschwärtzt, ein Bild meiner Kreditkarte vor und hinten. Alles!!! mehrfach!!!

Ich habe keine Ahnung, was ich noch tun soll. Im Chat werde ich abgewiesen, und per E-Mail antwortet sowieso niemand.

Das ist eine absolute Frechheit.

Da oft behauptet wurde das meine Emails nicht angekommen sind habe ich jetzt hier zumindest die Bestätigung das die Dokumente vorliegen.

ich bitte Casino Guru um Hilfe. Es ist eine riesen Frechheit das so ein Casino überhaupt existieren darf.

Ich habe noch mehr Nachweise. Bin mir aber nicht sicher ob ich diese hier auch hochladen, sodass nur CasinoGuru diese sieht.

kann ich?

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 HeliGrilli,

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 clarify what day exactly has your account been blocked?   
• Did you receive a confirmation that your account has passed the verification before you lost access?  
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

Hello Katarina, thank you so much for the quick reply.

1. Unfortunately not. I didn't receive an email about it either. I think it was sometime between October 20th and 25th.
2. No -> I've already sent the required documents many times. But nothing happens.
3. without bonus

l*** H****

Hallo Katarina, lieben Dank für die schnelle Antwort.

1. leider nicht. habe dazu auch keine Email bekommen. Ich denke das war so zwischen 20.10 und 25.10
2. nein -> ich habe schon ganz oft die erforderlichen Dokumente gesendet. Aber es passiert nichts
3. ohne Bonus

l*** H****

Dear HeliGrilli,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina, i just now send you alle the documentation and my personal documents via email. can you please confirm. big thanks for your help in this case.

Dear HeliGrilli,

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, Martina ([email protected]). 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,

Katarina

Dear HeliGrilli,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BassBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been blocked and her withdrawal not processed?

Thank you in advance for providing the information.

Dear All,

We were unable to locate any account associated with the email address provided by the player.

To proceed with this matter, we kindly request that the player supply the correct email address linked to their account so we can continue our review.

Thank you for your cooperation.

Kind regards,

Bassbet casino Team

Dear All,

Thank you for your patience while we conducted an internal review of the account.

We would like to clarify that players account has not been closed. However, as part of our standard security and regulatory procedures, the account is currently subject to a mandatory verification process.

For this reason, withdrawal functionality is temporarily restricted until the necessary documentation has been fully processed.

We can confirm that another member of our team has successfully received players documents. These already have been forwarded to the relevant department, where they are currently being reviewed.

Once the verification process is successfully completed, we will update you immediately and continue with the withdrawal of your active balance.

Thank you for your cooperation and understanding.

Best regards,

BassBet casino Team

Dear Bassbet Team,

this response might have been appropriate three months ago, but it still does not reflect well on your company today.

As I have already explained several times throughout the entire conversation history, all required documents have been available for months. I have submitted the documents repeatedly in every conceivable form, format, and quality. Nevertheless, your email support responds with blunt, generic replies, does not address any follow-up questions, and continuously requests the same documents that I have already sent at least ten times.

As I have also pointed out at least ten times, the credit card statement is complete. In August, I made only a single transaction with this credit card, which is precisely the deposit to Bassbet shown on the statement.

All documents have also been provided to CasinoGuru. From my perspective, this is nothing but deliberate harassment and exploitation. I now finally expect the payout of my money.

Dear HeliGrilli,

I totally understand your frustration!

Dear BassBet Casino Team,

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress, because this has taken so much time already! Thank you in advance for your time and assistance.

Dear HeliGrilli,

Thank you for your patience while our team reviewed your account.

The relevant department has confirmed that your card ending in 3503 has been successfully verified and accepted.

However, we are unable to accept the transaction history provided, as the document did not cover the full required period.

To complete the verification process, please provide a statement or transaction history for this card that covers the entire month of August.

Once received, we will finalize the review of your account as a priority.

Kind regards,

Bassbet Casino Team

How many more times do I have to repeat myself? The document is complete. There was only one transaction in August: the deposit to Bassbet. This is evident from the opening and closing balances and the number of pages in the document. What's the problem? I already wrote this several times a month ago.

It's ridiculous. you are deliberately stalling. But I think even Casino Guru has seen through your tactics. Stop playing dumb.

Please CasinoGuru ---> do something! eveything is pretty clear

Dear BassBet Casino,

what exactly doesnt seem ok, with the document provided by the player? Or is there any particular date you want to see? Can you please give her any suggestions so that the document can be verified?

Dear HeliGrilli,

the thing that comes to my mind, when I see the document is, that it was issued in 29 of August and they need the entire month of August (1.8.-31.8.2025) that might be helpful.

Thank you very much in advance

That would be ridiculous. This is the full bank statement from August. I've sent Bassbet another screenshot from online banking. There's only this one transaction in August. I can't explain it any better than that. But thanks for the heads-up.

Dear BassBet Casino,

is it something you can work with? please let us know, what else can player know, to be verified?

Dear All,

Upon reviewing the documents provided, we have noted that the current statement is incomplete. To proceed with the review of the account, we kindly request that player to re-upload the transaction history for the month of August.

Please ensure the new document clearly displays the date from August 1, 2025, to August 31, 2025.

Thank you for your cooperation.

Kind regards,

Bassbet casino Team

Martina, with all due respect. What's the point of this? This is pure harassment. I've explained everything multiple times here. Can you please intervene? This is ridiculous. The bank automatically set the date like that. Based on the opening and closing account balances, it's clear that there were no further transactions. I also uploaded another screenshot here 5 days ago. Everything is transparent and clear. And Bassbet needs 14 days for this stupid answer? That's ridiculous.

This is a complete scam. Besides the bank statements, I've sent numerous other documents, nearly 100 emails, countless chats, selfies, and so on.

Please intervene. What's happening here isn't fair, and you know it.

Or what do you think?

I'm uploading the September statement now. It clearly shows that no further transactions took place in August. What's the point of this nonsense? August 29th was my bank's last business day.

Dear BassBet Casino Team,

I understand your request for a complete bank statement. However, I consider the statement provided by the player to be complete, as 29 August was the last working day of the month. I kindly ask you to review the document once again with this in mind.

If you have any additional suggestions regarding alternative or supplementary documents the player could provide, please feel free to share them with us, and we will be happy to discuss them.

With regard to the August bank statement, I would kindly suggest that we proceed based on the documentation already submitted.

Thank you for your cooperation, and I look forward to your response.

Dear All,

We hope this finds you all well.

Following our previous discussion, I consulted with the relevant department regarding the documentation provided. After reviewing the details they have requested as an alternative, transaction statement covering the period from July 20, 2025, to August 20, 2025.

Thank you for your patience and understanding.

Kind regards,

Bassbet casino Team

Dear HeliGrilli,

Can you please provide casino with this statement?

Please let me know once you do.

Thank you very much in advance!

Martina, don't you have to start laughing and despairing yourself? They can't be serious. I've uploaded everything here multiple times and explained it in a way that's easy for children to understand. I just sent the July statement to Bassbet via email. I'll upload it here as well. Can you please explain what all this fuss is about? I've been harassed for four months. This is the worst casino ever. I expect you to take this experience into account in your review if the casino continues to come up with ridiculous excuses.

July

August Full (Screen from Online Banking)

September

Dear HeliGrilli,

I understand..

Dear BassBet Casino.. is this sufficient enough? Please let us know! If there is anything in particular you are looking for, if possible ,please be more specific. These statements seems to be clear enough, but as you can see the player has been cooperative so please, be more specific, or please accept the documents.

Thank you so much in advance

Dear All,

As we noted previously, the documents provided appear to have been modified. Please be advised that our compliance department cannot accept documents that show any signs of alteration or editing. To maintain the integrity of our review process, we require documents in their original, unchanged state.

To move forward with your file, please provide the full transaction history for the month of August. This must be submitted in the original PDF format as downloaded directly from your banking portal, without any modifications or redactions.

Once we receive the original files, we will be able to proceed with the next steps of your assessment.

Thank you for your prompt attention to this matter.

Best regards,

Bassbet casino Team

Dear BassBet Casino,

I have sent you an email. Can you please check it out?

Thank you very much

• That's enough Bassbet. Both documents (July and August) are available to you in their original PDF format. UNCHANGED! I only included the changes in the screenshots to explain that there was only one transaction in August and that the documents are complete. Martina can confirm this. All original documents are also always available as copies to Casino Guru. The document from August that you requested has, by the way, been available to you since November 13th. It's an unchanged PDF, directly from the online portal.

Martina please confirm this.