The player from Switzerland had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The complaint was marked as resolved by the player, and we updated our system accordingly. The player confirmed that his issue had been resolved, and we acknowledged his cooperation and confirmation. Our assistance had been provided free of charge throughout the process.
BassBet Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: 1,500 CHF
BassBet Casino
Safety Index 8.0 HighCase summary
Discussion
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3 weeks ago
Translation
I have been waiting for 6 working days for my 3 payouts of 500.00 Swiss francs each, and in the live chat I always hear the same thing!
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear pascalsteinauer,
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
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3 weeks ago
TranslationGood afternoon, Karla
I asked several times in the live chat at bassbet whether I need to verify my account, and they always say no. They say that if I need to verify my account, they will let me know or I will see it in my account, which has not happened yet.
I've never made a withdrawal at this casino before, and I deposited using Paysafe, but I don't have a Paysafe account. However, my three withdrawals of €500 each to my Visa card were displayed and I was able to request them.
Edited
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2 weeks ago
TranslationHi, a quick update: after 8 working days the first payment finally arrived, however, two payments of 500 francs each were cancelled by the system. I had to send another request, this time via bank transfer. I hope they arrive! 🙂
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear pascalsteinauer,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Karla
