BassBet Casino - Player’s account has been closed and payout delayed.

Bassbet closed my account and has been refusing to process my $100 withdrawal request for over 40 days. My account was closed after I placed a few small bets. I don't understand what the problem is with such a small payout (a big one for me) and why my account was closed. Let the account remain closed but let them pay me out.

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Dear franeeduardo,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered with your account closure and the unpaid withdrawal.

To better understand your situation and assess how we can assist you, I would like to ask you a few additional questions:

• Did the casino provide any specific reason for closing your account? If yes, could you share their explanation?
• Was your account fully verified (KYC) before the closure? If not, were you asked to complete verification?
• Have you made any successful withdrawals from this casino in the past?
• Additionally, could you please specify what type of games you were playing (e.g., slots, live casino, sports betting, etc.)?

If it is more convenient for you, you may forward all relevant communication and documents directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I don't know the reason why they closed my account

It's not verified, I'm waiting for a response from them to tell me what documents I need to send, I'm waiting 45 days

I haven't had any previous withdrawals

I've played slots, casino and sports betting

Hi franeeduardo,

Thank you for your reply and for the clarification.

I would like to kindly ask you for a bit more information:

• Have you tried to contact the casino directly regarding your account closure and the pending withdrawal? If yes, could you please let me know what their response was?

Additionally, could you please send me any relevant communication you may have with the casino (emails, chat transcripts, or screenshots)? Even if the responses were unclear or automated, they may still help us assess the situation.

You can upload the files here or forward them directly to my email at petronela.k@casino.guru.

Thank you in advance for your cooperation.

Every day I send a request about my payment and every day they promptly reply that the payment is in progress and it has been like that for 50 days.

I am sending you my latest inquiries and their answers:

Kopp (Bassbet)

20 Apr 2026, 17:09 EEST

Dear Franjo,

 

Thank you for contacting our customer support team.

 

Thank you very much for your patience. We have read your message and would like to sincerely apologize for everything. We are well aware that the wait has been really long, and you have every reason not to be happy about the situation.

 

After verifying your account after reviewing it, we found a delay in processing the verification of your account. We sincerely apologize for any inconvenience this may have caused. If we were you, we would not accept any excuses; we have just informed the financial department. He apologizes to you for the wait regarding your withdrawals. He confirms that it shouldn't take much longer now.

 

If you have any additional questions, please do not hesitate to contact us by email at support@Bassbet.com or via live chat.

 

Sincerely,,

Bassbet.com

Iri (Bassbet)

20 Apr 2026, 02:33 EEST

Dear Franjo,

Thank you for contacting the Bassbet.com support team.

 

Please accept our sincerest apologies for the frustration and inconvenience this situation has caused you. We understand your concern regarding the final phase of your payment and the delay in receiving your funds.

 

We would like to inform you that your issue has been officially forwarded to the relevant department for a comprehensive technical and financial check. Our team will review the status of your transaction as soon as possible to ensure that everything is processed correctly. 

 

A representative from the responsible department will contact you directly via email as soon as the investigation is complete to provide you with a definitive update.

 

Thank you for your patience and for bringing this to our attention.

If you have additional questions, please feel free to contact us via email support@Bassbet.com or via Live Chat.

Yours sincerely,

Bassbet.com support team

Dear franeeduardo,

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, Michal (michal.v@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.

Hello franeeduardo,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BassBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

After 50 days, they asked me for verification. They asked me to send an ID card and a picture with the ID. That's what I did and now I'm waiting for 10 days for them to complete the verification. They will probably request a new document after about 20 days, and so who knows until when.

They are mostly understanding, apologetic and act as if they are an honest betting shop that only has a small crowd, which they are not.

This is the last email from them:

Krasi (Bassbet)

28 Apr 2026, 16:40 EEST

Dear Franjo,

Thank you for contacting the Bassbet.com support team.

Thank you for reaching out to us regarding an update on your request.

 

After reviewing your account, we can confirm that all relevant details have been forwarded to the appropriate department for a thorough review. We will notify you immediately via email once this review is complete so that we may continue with your withdrawal request.

 

Thank you for your continued patience and understanding throughout this process.

If you have additional questions, please feel free to contact us via email support@Bassbet.com or via Live Chat.

Yours sincerely,

Bassbet.com support team

Dear franeeduardo,

Thank you for reaching out to us.

We would kindly like to apologize for the delay in your case.

Please be informed that your documents are currently under review. We marked your case as priority and will contact you as soon as possible with further information.

We thank you for your patience and understanding.

Kind regards,

Bassbet Team

This answer from them is a pure formality....it takes them 50 days to request the documents and now again for 10 days they are not able to check 2 documents....So far 10 times they have sent my payment to the competent services to speed up the process....all in all the poor people are not able to come up with $100

Dear BassBet Casino,

Thank you for the reply. I am hopeful that we will be receiving an update from you sooner rather than later.

They paid me today...it took them about 60 days for the amount of $100...I think that without your intervention the payment would have taken even longer.

Dear franeeduardo,

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, 

Michal V 

Casino.Guru