Bazed.bet Casino - Средствата на играча се задържат поради неуспешна KYC проверка.

Hello. I am registered at Bazed. Initially, the casino blocked my account after a few wins, then asked me to complete the KYC process through the external service kycaid. Despite completing the procedure multiple times, sending identification documents, proof of address, selfies, videos, and proof of funds, the casino always says the process was unsuccessful and continues to hold my funds hostage. At this point, I believe it is a scam because despite requesting to send all the required documentation via email or message, they refuse. Additionally, one of the problems is that the kycaid system they outsourced the verification service to is geared towards users of traditional casinos, not crypto casinos like Bazed. Therefore, it is impossible to provide proof of the source of funds when dealing with crypto. For example, I received my crypto funds through an airdrop and then deposited them on Bazed, but they don't even know what an airdrop is.

Ciao. Sono iscritto a Bazed. Il casino dapprima ha bloccato il mio conto dopo alcune vincite, poi mi ha chiesto di completare la procedura kyc tramite il servizio esterno kycaid. Nonostante abbia più volte effettuato la procedura, inviando documento d'identità prova dell'indirizzo, selfie, video e prova dei fondi, il casino dice sempre che la procedura non è andata a buon fine e tiene in ostaggio i miei fondi. A questo punto credo sia una frode, perchè nonostante abbia chiesto di poter inviare tutta la documentazione richiesta via mail, o tramite messaggio, loro si rifiutano. Tralaltro uno dei problemi è che il sistema kycaid a cui hanno appaltato il servizio di verifica, è indirizzato agli utenti dei casino tradizionali, e non ai casino cripto come bazed, per cui è impossibile fornire una prova dell'origine dei fondi quando si ha a che fare con le cripto. Io ad esempio ho ricevuto i miei fondi cripto tramite airdrop e poi li ho depositati su Bazed ma loro non sanno neppure cosa sia un aidrop

Dear catluc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Initially my balance was not updated correctly due to a bug on the bazed site. Although I had obtained winnings of around 6000 dollars, the balance appeared to be only 1500. I had to wait a week by contacting customer support several times in chat, then luckily this error was resolved. However, as soon as the balance was correctly updated and I requested a withdrawal of around 4800 euros, the account was suspended. I contacted chat support again and they replied that my account needed to proceed with second level KYC verification. I have provided all the required documents: ID card, household utility bill as proof of address, selfie holding the ID card, proof of source of funds with a screenshot of the transaction coming into my solana wallet , a video recorded while holding my ID card. However KYC verification is constantly rejected for reasons I don't know.

Inizialmente il mio saldo non era stato aggiornato correttamente per un bug del sito bazed. Nonostante avessi ottenuto vincite per circa 6000 dollari, il balance appariva di soli 1500. Ho dovuto attendere una settimana contattando più volte l'assistenza clienti in chat, poi per fortuna questo errore è stato risolto. Tuttavia appena il saldo è stato correttamente aggiornato e ho richiesto un prelievo di circa 4800 euro, il conto è stato sospeso. Ho contattato nuovamente l'assistenza in chat e mi hanno risposto che sul mio conto era necessario procedere alla verifica KYC di secondo livello. Ho fornito tutti i documenti richiesti: carta d'identità, bolletta dell'utenza domestica come prova dell'indirizzo, selfie tenendo in mano la carta d'identità, prova dell'origine dei fondi con uno screenshoot della transazione in ingresso sul mio wallet solana, un video registrato tenendo in mano la mia carta d'identità. Tuttavia la verifica KYC viene costantemente rifiutata per motivi che ignoro.

Unfortunately I'm starting to get the feeling that the Bazed site is a scam. Now it is no longer possible for me to contact customer support to ask for information via chat, as soon as I log in the system crashes. Furthermore, at this point, I am starting to think that the continuous errors in the crediting of winnings, which I had initially attributed to a simple system bug (given that the bazed casino is relatively new), are actually made deliberately: in fact, since beginning of my gaming activity, I had to contact support several times to have my winnings credited correctly, because I was regularly credited less than I had actually won. In the end they suspended my account and asked for a KYC procedure which however was promptly refused. I'm afraid it's not a coincidence. I'm very worried, also because bazed operates without a proper license, from what I see, so I can't even file an official complaint. 🙁

Purtroppo comincio ad avere il sentore che il sito Bazed sia uno scam. Adesso non mi è più possibile contattare l'assistenza clienti per chiedere informazioni in chat, appena mi loggo il sistema va in crash. Inoltre, a questo punto, comincio a pensare che i continui errori nell'accreditamento delle vincite, che inizialmente avevo attribuito ad un semplice bug di sistema (dato che il casino bazed è relativamente nuovo), in realtà siano fatti volutamente: infatti sin dall'inizio della mia attività di gioco, ho dovuto contattare più volte l'assistenza per farmi accreditare le vincite in maniera corretta, perchè puntualmente mi veniva accreditato meno di quanto avessi effettivamente vinto. Alla fine mi hanno sospeso il conto è chiesto una procedura Kyc che però puntualmente mi viene rifiutata. Temo non si tratti di un caso. Sono molto preoccupato, anche perchè bazed opera senza una regolare licenza, in base a quanto vedo, per cui non posso nemmeno inoltrare un reclamo ufficiale. 🙁

Thank you very much, catluc, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear catluc,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know. Is my understanding correct that your account is currently suspended?

I would like to invite the Bazed.bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Bazed.bet Casino,

Could you please provide a detailed explanation of this situation? Specifically, we'd like to understand why the player's documents were not accepted and why the player's account was subsequently suspended.

Thank you in advance for your response!

Best Regards,

Kubo

I confirm that my account is suspended. Furthermore, I can no longer contact the live chat, as I open the chat and it closes immediately. I don't receive any response even via email.

Confermo che il mio account è sospeso. Inoltre non mi è possibile più contattare la live chat, in quanto apro la chat, essa si chiude immediatamente. Non ricevo nessuna risposta neppure via mail.

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 catluc,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Kubo