The player from Germany had his account restricted at bassbet2.com without warning, resulting in €2,997 being blocked and preventing any withdrawals for 16 days. Despite multiple attempts to contact support, he received no response or explanation for the account restriction. The issue was resolved when the player's ban was lifted, allowing him to proceed with withdrawals.
BassBet Casino - Player's account is restricted and funds are blocked.
Resolved
Our verdict
Case closed
Amount: €2,997
BassBet Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Account restricted, no withdrawal possible – €2,997 blocked, no response for 16 days.
Description of the problem:
I hereby file an official complaint against bassbet2.com.
My account at bassbet2.com was restricted on November 6, 2025, without warning or explanation. Since then, I have been unable to make any withdrawals or deposits.
My player account contains €2,997 which I cannot withdraw.
I made substantial deposits over a long period and was already a VIP customer (VIP Level 3 and above). Until now, there were no pending verifications and no problems with my account. The sudden, unexplained suspension is therefore completely incomprehensible.
I have contacted support multiple times – via email, chat, and the contact form. Since November 6th, so for 16 days now, I have received no response whatsoever.
Not even an automated response or explanation was provided.
I request your support, as bassbet2.com:
My account was restricted for no reason
My balance of €2,997 has been blocked.
Every attempt at communication has been ignored for more than two weeks.
provides no information whatsoever regarding the alleged reason for the closure
I am open to a constructive solution, but I would finally like to receive feedback and access to my balance.
I request that Casino Guru mediate between me and bassbet2.com so that the payout is released and the cause of the account restriction is clarified.
If bassbet.com contacts me and wants to settle the matter privately, I am prepared to withdraw the complaint.
Thank you in advance.
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3 months 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 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you passed the full KYC verification at this casino?
- Have you been requested to undergo any verification recently?
- What types of games did you play to accumulate the current winnings in your account? Were they slots, live casino games, or sports betting?
- Did you play with or without a bonus?
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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3 months ago
TranslationHello everyone,
According to the website, I don't need to verify my account. See attachment.
An email about it
I haven't received it for 14 days either.
However, I have never carried out any transactions myself. Only via the payment provider Play ID.
The account's winnings were primarily generated through casino games.
No active bonus was used.
Most of it came from my own deposits, with a portion coming from real money credits through the Casino VIP program.
I hope this information is sufficient for you.
With friend
GreetingsJulian
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3 months ago
Did you register at this casino through PlayID as well? Am I correct in understanding that all your deposits and withdrawal requests were made through this app?
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3 months ago
TranslationI didn't register with Play ID; I've simply processed almost all my withdrawals through them in recent weeks. My Bassbet account, however, is of course linked to Play ID.
Deposits were mostly made via Apple Pay, Visa, or Mastercard. However, I also processed a few withdrawal requests via Revolut. I always used several options.
I also received a message from VIP Support.
But as I said, the answer was exactly the same as always: that it would take longer. No constructive solution was offered. I've been given the runaround for a month now.
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3 months ago
Dear wernermagbier
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, Stefan (stefan.m@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 wernermagbier,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from BassBet Casino to join this conversation and assist in addressing the complaint.
Dear BassBet Casino,
Could you please provide your comments regarding the situation?
Thank you in advance for your cooperation and for sharing any relevant information.
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3 months ago
Dear All,
Thank you for bringing this matter to our attention.
We would like to assure you that we are currently coordinating with the relevant department regarding this case. As soon as we have an update, we will provide it here without delay.
We genuinely appreciate your patience and understanding in the meantime.
Kind regards,
Bassbet Casino Team
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3 months ago
Translation
My ban has been lifted.
Can I assume that the problems have been solved?
Greetings
Julian
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2 months ago
Dear BassBet Casino,
Could you please confirm whether the player’s account has been unbanned and if they will be able to proceed with the withdrawal?
I look forward to your response.
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2 months ago
Dear All,
We are pleased to inform you that all restrictions on the player’s account have been lifted and their withdrawals have been completed.
We sincerely thank the player for their patience throughout this process.
Kind regards,
Bassbet Casino Team
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2 months ago
TranslationThanks for the help.
I'm closing this case now.
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2 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 wernermagbier,
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,
Stefan
