The player from Germany had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The issue was resolved when the player received the payout after nearly three weeks of waiting and a lack of communication from the casino. The complaint was marked as 'resolved' following the confirmation of the successful withdrawal.
BassBet Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €330
BassBet Casino
Safety Index:HighCase summary
Discussion
Public
Public
8 months ago
Translation
Guru Complaint
H
Here Towin
to me
2 days agoDetails
Dear Guru Team....
I requested a payout on 19.06.25
330€ on Visa (same method as last deposit)
The payout was on hold/status: processing for exactly 1 week...then it was rejected without any notification from the casino and my casino balance
credited!
These practices seem to be common practice for these casino operators!
The support team keeps putting you off and asking for patience, etc.
I find it really pathetic and it is clearly heading towards "fraud"
I documented everything with screenshots and saved the chat histories as a PDF....
The support is of no help and, if they respond at all, only with standard answers that do not specifically address the individual case!
Please help me 😭
Automatic translation:
Public
Public
8 months ago
Dear heretowin,
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.
Public
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8 months ago
TranslationThe second withdrawal request was rejected today, as expected, without reason and without notification....the withdrawals are generally simply not processed and, after a week of waiting, are credited back to the player's account without any notification from the casino....the live chat always responds with the following pre-formulated phrase:
We sincerely apologize for the long wait.
We would like to inform you that your payment has been canceled by the payment provider—in this case, your bank. Furthermore, we recommend that you either contact your bank to resolve the issue or choose an alternative payment method.
You can request a new withdrawal at any time. Please note that each new request must undergo the standard three-day processing time from the beginning.
We sincerely apologize for any inconvenience. Please be assured that we will do our best to process your request as quickly as possible.
We thank you for your understanding and patience.
Unfortunately, nothing is being done and nothing is being reported
It smells like systematic fraud
Automatic translation:
Public
Public
8 months ago
Dear heretowin,
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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8 months ago
TranslationHello,
Of course there is NO burning news🙁
I've been regularly using the live chat at bassbet.com for about two weeks now, asking questions...and always getting the same, uninvolved answers...
After the second withdrawal request was also rejected by the casino after another week of waiting...I submitted a third withdrawal request on July 2nd.
This time by bank transfer
Because support advised me to do so.
I really don't know what to do 🤔
LG, Konstantin
Automatic translation:
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8 months ago
TranslationUpdate...today (on Sunday 06.07.)
Suddenly received the payout! I have no idea if you had any influence on that... anyway, thank you very much for your service!!!
The complaint was justified (almost 3 weeks waiting time for the payout + no communication from the casino)
But, my concern has now been resolved by receiving the winnings and the complaint can now be closed again
Best regards and keep it up 👍
Automatic translation:
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8 months ago
Hello,
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,
Veronika Fritz
Casino.Guru
