BassBet Casino - Player’s withdrawal is delayed.

Description of the issue:

I made a withdrawal request for 5000 NOK on February 1st, 2025. Despite several days having passed, the withdrawal has still not been processed. I have contacted customer support multiple times, but I have received standard responses and no specific timeline for when the withdrawal will be completed. I have already submitted all necessary verification documents, and the process has been unnecessarily delayed.

I am frustrated and unable to get a resolution, so I am seeking assistance from Casino Guru to help expedite the processing of my withdrawal.

Dear Robinpett,

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,

Kristina

Kristina,

However, I find it difficult to understand why my second withdrawal request, made the following day, was processed, but my first request from February 1st, 2025, has not been completed yet.

I have asked customer support for clarification on why this happened, but I have not received a clear answer. This inconsistency is adding to my frustration, as I’ve followed all the necessary steps and provided the required documentation.

I will continue to wait for an update, but I expect this issue to be resolved promptly.

Best regards,

Robin P***

Today:

Yesterday:

I made a withdrawal request for 5000 NOK on February 1st, 2025.

I provided all required documentation as requested, and I was told that the verification process was in progress.

Initially, I was informed that the funds would be available by Wednesday (February 4th, 2025).

However, despite the initial confirmation, I received conflicting messages stating that my withdrawal is still under review.

According to BassBet’s policy, withdrawals should be processed within 3 business days, which has already passed.

Thank you for your reply, Robinpett. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

I have provided all required documentation, the process has been unnecessarily delayed without any valid explanation.

The documents I have submitted, including my Revolut account statement and card screenshots, have been repeatedly rejected. These documents are correct and meet BassBet's own guidelines. However, their customer support continues to provide standard AI-generated responses, claiming that the documents are being reviewed, but with no concrete update or resolution. The latest response I received was a generic message stating that my withdrawal was in queue, but no clear action was taken.

I find it concerning that they have used verification as an excuse to delay my withdrawal, particularly with the upcoming weekend approaching. It appears that the delay may be intentional to avoid processing withdrawals before the weekend. This lack of transparency, combined with the automation of responses, has only added to my frustration.

Despite being promised an update, I have not received any notification of the verification status and was only informed that further processing would occur "soon" after several days of waiting. The support team has shown no clear willingness to resolve the issue, and I feel that this situation is being mishandled.

Given that BassBet is licensed under the Anjouan Gaming License Authority, I am concerned that they are not adhering to proper regulatory standards in processing withdrawals and verifying accounts in a timely manner.

I would appreciate your assistance in addressing this issue and ensuring that BassBet is held accountable for their delays and the use of AI-generated responses that do not lead to any meaningful resolution.

Thank you very much, Robinpett, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

its done 🙂

Dear Robinpett,

do I understand correctly you have received your winnings?

Dear Robinpett,

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.

its ok now

Dear Robinpett,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina Duboak 

Casino.Guru