The player from Germany experienced frustration when his VIP level in the casino was unexpectedly lowered from 4 to 1, which affected his withdrawal limits. Despite being active with deposits and withdrawals, he found himself restricted to withdrawing only €500 daily and €7,000 monthly, and he felt that this change hindered his ability to collect his winnings. After raising the issue with the Complaints Team, the casino confirmed that his withdrawal requests had been successfully completed, and he was informed that the funds might take 3 to 5 working days to appear in his account. The player marked the complaint as resolved, indicating satisfaction with the outcome.
BassBet Casino - Player faces reduced withdrawal limits after VIP level is changed.
Resolved
Our verdict
Case closed
Amount: €27,000
BassBet Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
Hello everyone,
The following situation: Between September 15, 2025 and October 15, 2025, I made a total profit of 34,000 euros. So far so good, in the casino the payout limits get higher with each VIP level. I myself had a VIP level 4 up until October 15, 2025, which includes a daily payout of 1,000 euros and a maximum of 15,000 per month. I have already started with the payouts; the first 7,000 have already been paid out and are already credited to my bank account. Everything always went quickly; within 24 hours I had the 1,000 euros I had requested, step by step.
Yesterday (10/15/25) my VIP level was reduced from 4 to 1 (level 1 was also reduced to 0%) along with the payout. This means I can only withdraw €500 per day and a maximum of €7,000 per month. This means I can no longer make withdrawals for the month of October, and from November onwards, only in €500 increments.
After asking in the customer chat, the only answer I received was that if the account was inactive for 30 days, the level would be reset to 1. However, this isn't the case for me; I've been active in the last 30 days, with deposits, bets, and withdrawals.
To me it looks as if they want to make it much more difficult/virtually impossible for me to withdraw my money.
I haven't received a response from customer service yet.
I am very frustrated and feel like I am not being treated fairly. How am I ever going to be able to pay out such a large amount in full given the current payout conditions?
I have all the evidence for the period of how active the account was with deposits and withdrawals.
I really hope you can help and together with me to find a clarification for the casino
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4 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions of BassBet Casino, and this is what I found:
6.12 The customer's VIP level is determined by the activity during 90 (ninety) calendar days prior to the submission of the withdrawal request and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a customer who hasn't been actively placing bets for a month is automatically lowered to the lowest level.
Have you received any notifications or warnings regarding the change of your VIP status?
When was the last time you made a deposit into this casino?
How many bonuses have you activated at this casino in the last 90 days?
Have you contacted your VIP manager to ask about the sudden change in your VIP status?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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4 months ago
TranslationHello Veronica,
Thanks for the quick response.
I made my last deposit on 10/10/25.
I was not informed by support or my VIP manager that my VIP level was being downgraded.
I have contacted the VIP manager, but have not received a response yet.
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4 months ago
Have you received any response from your VIP manager in the meantime? If so, kindly forward me all the communication that could be relevant and helpful to the investigation of your case. My email address is veronika.f@casino.guru. I appreciate your patience and cooperation.
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4 months ago
TranslationHello Veronica,
I have just sent you the entire email history, thank you again for your support
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4 months ago
Thank you for your emails. Could you please send me screenshots from your profile, showing the transactions and gaming activity you had in the last 30 days from the moment your VIP level was downgraded?
When was the last time you received a withdrawal from this casino?
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4 months ago
TranslationGood morning ,
The last payment was on October 15th; I will send you everything else by email.
For your information: since Saturday, November 1st, I can request withdrawals again, but only at level 1, 500 euros per day.
LG
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4 months ago
TranslationHi, I'd like to add that I've already requested 3 payouts of €500 each, the first on November 1st, 4th, and 5th.
The request for payment from November 1st has still not been answered.
In my opinion, they are clearly trying to stall me and make the payout as difficult as possible. As long as I was at VIP Level 4, all payouts were processed and paid out within 24 hours.
I'm starting to get desperate; how long will it take to pay out my winnings?
I hope you can mediate.
Regards
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3 months ago
Dear maxi12368
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
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3 months ago
Dear maxi12368,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite BassBet Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case and state the reason why the player´s VIP level dropped and what is the reason why his withdrawals have not been processed yet?
Thank you in advance for providing the information.
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3 months ago
Dear maxi12368,
Please note that your current withdrawal limit has been adjusted in accordance with Section 6.12 of our Terms & Conditions.
Your VIP level is determined by your activity over the past 90 days and may be lowered if there has been reduced betting activity.
You can still make withdrawals daily within the set limit as outlined in our Terms & Conditions.
Kind Regards,
BassBet Team
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3 months ago
TranslationHello Bassbet Team,
I am familiar with your terms and conditions. However, I have been actively betting for the past 90 days, as you can see from my betting history. Furthermore, your terms and conditions state that a demotion to level 1 only occurs if the player account has been inactive for 30 days, but this was not the case with my account.
So, to reiterate the question: why was I suddenly demoted from level 4 to level 1, shortly after I had a big win?
Furthermore, last week my three withdrawal requests, each for €500, were cancelled without explanation. I have now submitted three more withdrawal requests, again for €500 each (the first request was on November 8th), which have also not yet been processed.
I would like to ask you to review my request again carefully so that it does not hinder my future payouts and I can withdraw my winnings in full as soon as possible.
I remain with kind regards and hope for a prompt resolution.
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3 months ago
Dear maxi12368,
We are pleased to inform you that your withdrawal request has been successfully completed.
The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.
Kind Regards,
BassBet Team
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3 months ago
Thank you very much BassBet Casino for the update! those are some good news!
Dear maxi12368
At this point it should only be a matter of time before the payment reaches you.
I will keep this complaint opened until your confirmation regarding successful withdrawal.
Please let me know as soon as you receive the payment.
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear maxi12368,
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,
Martina
