Access Your Account

Password issues typically stem from four causes:

• Caps Lock enabled: Passwords are case-sensitive. Check your keyboard's Caps Lock indicator.
• Incorrect credentials: Verify you're using the email and password combination for BassWin, not another casino.
• Password changed: If you recently reset your password, ensure you're using the new one.
• Account locked: After multiple failed attempts, accounts lock temporarily for security. Wait 30 minutes or contact support.

Account suspension occurs for specific reasons outlined in our Terms and Conditions:

• Verification pending: We may need additional documents to verify your identity. Check your email for requests.
• Self-exclusion active: If you activated responsible gaming limits or self-exclusion, your account remains locked for the specified period.
• Terms violation: Actions such as multiple accounts, bonus abuse, or fraudulent activity result in suspension.
• Incomplete playthrough: You must wager deposited amounts at least 3 times before withdrawal (anti-money laundering requirement).

Contact support for specific details about your suspension and resolution steps.

Connection issues usually resolve with these steps:

• Clear browser cache: Outdated cached data can prevent login. Clear your browser's cache and cookies, then try again.
• Try different browser: If using Chrome, test with Firefox or Safari to rule out browser-specific issues.
• Disable VPN: Virtual private networks can interfere with our geolocation verification. Disable your VPN and attempt login.
• Check internet connection: Ensure you have stable internet. Try loading other websites to verify connectivity.
• Update browser: Outdated browsers may lack security features required for login. Update to the latest version.

If you've forgotten your registered email address, our support team can help locate your account using alternative verification:

• Provide your full name as registered on the account
• Supply your date of birth
• Share the phone number linked to your account
• Provide details of a recent deposit (amount, date, payment method)

Contact support via live chat or email at [email protected]. For security, we'll verify your identity before disclosing account information.

Additional verification (Know Your Customer/KYC) is required by our licence and typically occurs when:

• Making your first withdrawal
• Withdrawing amounts exceeding certain thresholds
• Account activity triggers security protocols
• Updating payment methods

You'll need to provide a government-issued photo ID (passport, driving licence, or national ID card) and proof of address dated within 90 days (utility bill, bank statement, or government document). If you deposited via card, we may request a photo showing the first six and last four digits.

We typically complete verification within 24 hours of receiving clear, unedited documents showing all four corners.

Account access depends on your location and our licensing restrictions:

• Permitted countries: If you're temporarily in an allowed jurisdiction, you can access your account normally.
• Restricted countries: We cannot provide services in certain jurisdictions due to licensing requirements. Our system blocks access from restricted locations.
• VPN usage: Using VPNs to falsify your location violates our Terms and Conditions. Detected VPN use may result in account suspension and forfeiture of funds.

Restricted territories include: United States, United Kingdom, France, Netherlands, Spain, and countries on the FATF blacklist/greylist. See our Terms for the complete list.