I can't pass verification, the system accepts documents, but the bookmaker immediately rejects my documents, so I can't withdraw funds

Hello mih0,

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

There is no verification process, as they instantly reject documents, find objective reasons for this, verification occurs through the sumsub system, it accepts documents, and the bookmaker immediately rejects them, the last time I tried to pass verification was about a month ago or a little less

Dear Mih0,

I hope you are doing well.

Could you confirm whether you have received any notification regarding the rejection of your documents, including the specific reason for their rejection?

Additionally, have you attempted to forward the verification documents directly to the casino’s email support, or have you reached out to them to clarify the exact issue?

If you have had any communication with them regarding this matter, please forward it to [email protected] for further review.

Looking forward to your response.

Best regards,

Nick

Dear mih0,

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.

Hello, no, the support service did not ask to send documents to them. When rejecting documents, the reasons given are "poor quality", "unreadable", although this is not true.

Dear Mih0,

Would it be possible to forward the communication requested previously along with some of the documents which were rejected (to see if they were really in such a bad quality that the casino has rejected them) to [email protected]?

Looking forward to hearing from you.

Regards,

Nick

I can send you a photo, but their verification happens online, you show the documents to the camera on the verification page, I did it from an iPhone, I don't think the quality was bad

On this verification page the documents were accepted, then the site went to the bookmaker's site, and there at the same second the documents were rejected

Dear Mih0,

Please provide the previously requested information to [email protected].

Regards,

Nick

Dear mih0,

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 will not be able to provide messages because the website is online display of documents

Thank you mih0 for all the information provided so far. I will now forward your complaint to my colleague Jana ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear mih0,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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 mih0,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Board – an alternative dispute resolution service (https://www.gamingcontrolcuracao.org/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Curacao Gaming Authority itself (https://www.gamingcontrolcuracao.org/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Jana