BassBet Casino - Player's prize of €500 remains unpaid.

Dear Casino Guru Team,

I am submitting this complaint against Bassbet regarding an unpaid prize of €500 won in their official promotion "Leyenda del Mundial".

Summary of events:

On July 20th, 2026, I was announced as a winner of a €500 prize in the "Leyenda del Mundial" promotion.

On July 21st, 2026, my assigned VIP Manager (Gael) confirmed by email that I won the prize and stated that it would be credited to my account balance within 24 hours. He explicitly promised to manually process it if it took longer.

After 24 hours passed without receiving the funds, I contacted him. Over the following days (July 23rd to 27th), I received conflicting excuses: first claiming it was an automatic process, then acknowledging that other winners had already received their prizes, and finally admitting that he had to escalate the issue to the technical department.

According to the promotion's terms and conditions, prizes must be delivered within a maximum timeframe of 7 days. As of today, July 27th, 2026, that 7-day deadline has officially expired and the funds have still not been credited to my account balance.

As a long-standing VIP customer, I have fully complied with all terms and conditions, which was confirmed by my account manager in writing.

I kindly request Casino Guru assistance to urge Bassbet to honor their promotion terms and credit the €500 prize to my balance immediately.

I have attached screenshots of the email thread with my VIP manager confirming my win and the delay.

Thank you for your support.

Best regards,

[Redacted]

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Hello,

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 ever participated in this casino's tournaments before?
• Could you please prove that you were in a winning place and what the prize for this place was? Are the results publicly available anywhere?
• Was this a free-entry tournament, or did it require a deposit to participate?

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,

Attila

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your replies. I’m sorry to say that we are unfortunately unable to assist you further with this complaint.

The dispute concerns a prize awarded as part of a sports betting tournament/promotion. Since the underlying activity is related to sports betting, we do not have sufficient expertise or insight into this area to properly assess the tournament results, the casino’s calculations, or the conflicting information you have received from the casino.

This does not mean that we consider your complaint unjustified. We simply cannot evaluate the matter fairly and accurately based on our available expertise.

I understand how frustrating this must be, especially given the conflicting communications you received from the casino. However, after reviewing the available information, we have to close the complaint.

I’m sorry we could not be of more help in this case.

Best regards,

Attila