The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The Complaints Team had reached out multiple times for updates but received no response from the player. Consequently, the complaint had been closed due to the lack of communication, although the player retained the option to reopen it in the future.
BassBet Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €43,200
BassBet Casino
Safety Index:HighCase summary
Discussion
Public
Public
7 months ago
Translation
Hello dear Casino Guru Team,
Unfortunately I need your help again,
I have now won €43,200 at Casino Basbett.
The first €800 came but I can only withdraw €800 at a time and the last withdrawal attempt was over 10 days ago.
Transaction ID:
b4508b9f-1286-4db0-a4c3-db47c535a40e
Account Name:
Kevin I**** L****
Email:
[email address hidden by Casino Guru]
I've withdrawn from the casino several times, and verification has never been necessary/requested.
If things continue like this, the payout will take over 50 weeks.
That's why I wanted to ask you for help; unfortunately, the casino doesn't respond to emails.
Played without a bonus.
I would like to pay out everything at once or at least so that it doesn't take more than 50 weeks :(
Best regards
Kevin I***** L*****
Edited by a Casino Guru admin
Automatic translation:
Public
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7 months ago
Dear Ibrahim33,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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7 months ago
Dear Ibrahim33,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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6 months ago
Dear Ibrahim33,
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.
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6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
