A passport photo that sits on a review screen for days, or a selfie rejected again, is the sign most players notice first, and it usually comes from a mismatch between the document and the account details typed at sign-up. That same mismatch explains most stalled checks, and it follows the player into bonuses and payouts.

Identity checks that stall or get rejected

The player uploads a document and sees it marked as pending or declined, without a clear reason on screen.

• The name, date of birth or address on the account differs from the document.
• A photo is blurred, cropped or shows glare across the text.
• Only one side of an identity card was sent, or a page of a statement is missing.
• The document has expired or is a scan of a copy rather than the original.
• A selfie does not clearly show the same face as the identity document.

1. Open the profile and compare the name and date of birth there with the document before uploading anything else.
2. Fix any difference in spelling or order of names, since the account details must match the document exactly.
3. Photograph the document on a flat, well-lit surface, with all four corners inside the frame.
4. Send every side of the document, including the side that carries the photo.
5. For an address document, make sure the page shows the player’s name and the full address.
6. Take the selfie in daylight, without a filter, a hat or a shadow across the face.
7. Upload files in a common image format so the review team can open them.
8. Submit each document once, then wait; sending the same file repeatedly can reset the queue.
9. If a submission was rejected, read the rejection note first and correct that exact issue.
10. Keep the file size sensible, since very large photos are sometimes refused at upload.
11. Rename files clearly, for example by document type, to avoid mixing them up.
12. Make sure no one else’s document is saved in the same folder you upload from.
13. Use a single account for the check; a second profile with the same details stalls both.
14. Check the email address on the account, as the outcome of the review is sent there.
15. Look in the spam folder for a message about the review before assuming nothing happened.
16. Contact support when a corrected document is rejected again with no clear reason in the note.

Reach out to support once a corrected document has been declined a second time, or when the pending status outlasts the period the review screen itself mentions.

Games that fail to load in a phone browser

A phone browser shows a blank page, a spinning loader or a game that closes itself after a few seconds.

• The mobile connection has dropped or is switching between Wi-Fi and data.
• The browser is an old version or an in-app browser opened from a social feed.
• Cached data from an earlier visit conflicts with the current page.
• Too many tabs or background apps are using the phone’s memory.
• A game provider has a temporary problem with one title rather than the whole site.

1. Reload the page once on a stable Wi-Fi network before changing anything else.
2. Close other tabs and background apps so the browser has memory to work with.
3. Clear the browser cache and cookies, then sign in to https://basswin.eu/ again.
4. Open the site in a standard mobile browser such as the one already installed on the phone.
5. Update that browser to its current version from the phone’s own store.
6. Turn off any content blocker or data-saving mode for the site, then reload.
7. Switch from Wi-Fi to mobile data, or the reverse, to see whether the network is the cause.
8. Try a second game from a different provider to learn whether one title or the whole lobby is affected.
9. Rotate the phone or use full-screen mode, as some games need the wider layout.
10. Restart the phone when several games fail in the same session.
11. Log out and back in if the lobby loads but a game stalls at its start screen.
12. Keep the phone’s operating system updated, since old browser engines break newer games.
13. Avoid opening the site from a link inside a messaging or social app, which uses a limited browser.
14. Lower the screen resolution or close the game’s chat panel if it offers one.
15. Test the same account on another device to confirm the problem follows the phone.
16. Contact support when every game fails on more than one phone browser after these steps.

Contact support when a single title fails on two browsers and a second network, or when the whole lobby stays blank after a restart.

Welcome bonus and free spins that never arrived

The player finishes sign-up or a deposit and sees no extra balance and no spins waiting in the account.

• The bonus code was typed with a space or a wrong character, or left out.
• The deposit was made after the offer had already been used once on that account.
• The account still has an unfinished identity check, which holds the bonus back.
• The offer required an opt-in on the promotions page before the deposit.
• The player expects the extra balance to show as cash rather than as bonus funds.

1. Open the bonus section of the account and look for the offer in its active or pending list.
2. Compare the code typed at deposit with the code printed on the offer, character by character.
3. Check that the deposit was completed and not left in a cancelled state.
4. Finish any open identity check, because many offers stay on hold until it clears.
5. Confirm that this is the first time the welcome offer is being claimed on the account.
6. Look for the spins inside the game named in the offer, not in the general balance.
7. Reload the page and sign in again, as bonus credit sometimes needs a fresh session to display.
8. Check the bonus history for an entry showing the offer as claimed or refused.
9. If a code was missed, ask support whether the offer can still be attached to that deposit.
10. Read what the offer requires of the player before any winnings from it can be withdrawn.
11. Avoid depositing again while the first claim is unresolved, which can confuse the record.
12. Note the exact time and amount of the deposit for the support message.
13. Keep a screenshot of the confirmation screen shown at deposit.
14. Sign out of every other account on the device before trying again.
15. Try a small test in the bonus section to see whether offers load at all on the account.
16. Contact support when the offer sits in the history as claimed but no funds or spins appear.

Contact support once the offer shows as claimed in the history while the balance and the spins stay empty.

A withdrawal that stays pending

The payout is listed as pending and the balance does not move, while nothing on screen explains the delay.

• The identity check is still open or was only recently approved.
• Bonus funds are still tied to play conditions that the player has not finished.
• A payment detail such as the account holder’s name does not match the profile.
• The withdrawal request was made before the bonus play was completed.
• Two requests were sent close together, and one is holding the other.

1. Open the withdrawal history and note the status and the reference of the request.
2. Check the bonus section for any remaining play condition on funds in the balance.
3. Confirm that the identity check shows as complete, since payouts wait for it.
4. Compare the name on the payout method with the name on the account.
5. Cancel duplicate requests and keep only one active withdrawal.
6. Finish any remaining play on bonus funds before requesting the payout again.
7. Make sure the payout method is one the account has used before, if that is required.
8. Check the email address on file for a message asking for extra documents.
9. Reply to that message with the documents named, rather than sending unrelated files.
10. Look at the withdrawal page for the period it states before a request is processed.
11. Wait out that period before sending a follow-up, so the queue is not reset.
12. Keep the request active; cancelling and resubmitting moves it to the back.
13. Note the exact amount and time of the request for any support message.
14. Avoid depositing again while the payout is pending, as new play can complicate the record.
15. Check that no open dispute or chargeback sits on the account.
16. Contact support when the request stays pending well past the stated period with the identity check complete.

Contact support when the stated period has passed, the identity check is complete and the request is still pending.

Keep the profile details identical to the documents from the first day, and finish the identity check before claiming any offer or requesting a payout.