Bass Win Casino - Player faces repetitive withdrawal cancelled issues due to payment error.

Hi,

I played on Bass Win and my account is fully verified. I have been trying to withdraw €400 (the maximum amount allowed) for about 10 days and it has been cancelled 5 times.

every time I submit a withdrawal request I have to wait 36 hours for it to be processed, at which point it is cancelled. I only get a generic message saying there’s an error, but when I talk to support via chat they tell me it’s a payment error on their end and to try again.

The only withdrawal option is via Mastercard and I have now tried to withdraw 5 separate times to 5 different Mastercards. Every time the payment is rejected because of a problem with the bank/payment system.

I understand that some banks/cards will block transactions like this and that may be the issue, but I’m unable to get any information from Bass Win support other than being told to resubmit my withdrawal request.

I have today submitted a withdrawal request via a NETELLER virtual Mastercard which I assume would not block gambling transactions. If this does not work, which I doubt it will, I would like Bass Win casino to let me use an alternative withdrawal method like NETELLER or Wise.

I’m not sure if you can help, but I think it’s right to make a complaint so others can see the risks.

Thanks

Dear Pedromiller,

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. 

• Have you made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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,

Kristina

Hi Kristina,

Thanks for coming back to me. Here’s the answers to your questions:

No, I’ve not managed to successfully withdraw before.

No, I declined any bonuses or free spins and did not use any.

Most of my correspondence has been in the website chat. Let me see if I can get a copy of it.

Thanks,

Peter

Hi Kristina,

to confirm, my withdrawal to the virtual wallet was processed today and I have the funds.

I’m happy to close this complaint now.

thanks

Peter

Dear Pedromiller,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru