The player from Germany faced significant issues with depositing funds and experienced delays in the verification process, which took over a month. Despite contacting Bassbet support, he received the same responses about ongoing delays without resolution for withdrawals. After extensive communication, it was confirmed that two withdrawals were processed, but the player expressed dissatisfaction with the lengthy process and the reduction in his winnings. The complaint was closed due to a lack of response from the player, though he retained the option to reopen it in the future.
BassBet Casino - Player is facing delays with his account.
Closed
Our verdict
Player stopped responding
Amount: €20,000
BassBet Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
Hello, I'm unfortunately having major problems with the casino site. It took over a month for my verification to go through, but I can't wait for any withdrawals. When I contact Bassbet support, I always get the same response: There are delays, or something else.
Automatic translation:
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6 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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6 months ago
Translation
Hello, I already replied to you via email, but I think there was a problem there. I sent you the pictures via the chat history with Bassbet.
I have not made a successful withdrawal yet.
I verified myself over a very long route.
With the first deposit bonus the site is non sticki.
thank you very much for your effort.
Edited
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6 months ago
Dear player, have you received any of your withdrawals yet?
How many pending withdrawals do you currently have, and from which dates?
Could you please send a screenshot showing the pending ones?
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6 months ago
Translation
Hello, no, nothing has happened, it's still 20k, nothing happened...
I sent you pictures via email. What happens next? I've been waiting since June 25th. It's taken almost a month for verification, and there's no sign of the money...
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5 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) 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.
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5 months ago
Dear risthausjan160,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a BassBet Casino representative to join this conversation and participate in resolving this complaint.
Dear BassBet Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
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5 months ago
Dear All,
We are currently reviewing your case in detail and will provide you with an update as soon as possible.
Kind regards,
BassBet
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5 months ago
Dear BassBet Casino,
Thank you for your response.
Please keep us updated regarding the matter.
I'll be awaiting your reply.
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5 months ago
Dear all,
We would like to inform you that withdrawals are processed according to your account level. Currently, your account is at Level 1, which allows a maximum withdrawal of €500 per day. Each withdrawal request is processed within 3–5 working days.
I can confirm that one withdrawal was processed on the 13th, and the remaining three withdrawal requests are being scheduled and will be processed as soon as possible, in line with our standard time frame.
You can find more information about withdrawal limits, including daily and monthly thresholds, in section 6 of our rules:
Kind regards,
BassBet
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5 months ago
Translation
Hello, unfortunately, transferring the money to my bank account the normal way still hasn't worked. I tried withdrawing it via Bitcoin. This has worked so far with €500, but I would, of course, much prefer it to be transferred directly to my bank account, as I would save myself the transaction fees with Bitcoin.
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5 months ago
Dear BassBet Casino,
Thank you for your response and the information you have provided. Could you please inform us why the regular withdrawal to the bank account was not working?
I'll be awaiting your reply.
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5 months ago
Dear Player,
On August 15th, I requested priority processing for your two active withdrawals, and I can confirm that these have already been paid.
I have now also requested priority for your three current active withdrawals.
Please note, however, that due to the high balance on your account and your current account level (Level 1), it may take some additional time to process the full withdrawal of your funds.
Kind regards,
BassBet
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5 months ago
Dear risthausjan160,
Could you please confirm the receipt of the two payments?
I'll be awaiting your reply.
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5 months ago
Translation
Hello, yes, after 2 Mondays, when I have of course already lost a large part of my winnings, something was transferred, but making me wait 2 months because they can assume that I will lose my money in that time anyway is just unfair, I am, like many people here, too easily carried away, so unfortunately I have lost more than just the books, I tried to cash out when I had 25k 2 months ago, when they were so careful and and and, pityingly I don't even have 15k here....
hard.
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5 months ago
Dear risthausjan160,
How much have you withdrawn so far, and how much do you have left in your casino account?
I'll be awaiting your reply.
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5 months ago
Dear risthausjan160,
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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4 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,
Stefan
Casino.Guru
