The player from Germany highlighted difficulties in withdrawing his winnings of €11,000 from bassbet2.com, as only €3,000 had been paid out to date. He reported that €1,500 had been pending for over four weeks despite multiple inquiries and that he was forced to cancel his last withdrawal due to alleged technical issues. The complaint was resolved after the player confirmed that his issue had been addressed, leading to the complaint being marked as 'Resolved' in the system. The Complaints Team expressed gratitude for the player's cooperation and offered future assistance if needed.
BassBet Casino - Player's winnings are delayed.
Resolved
Our verdict
Case closed
Amount: €5,000
BassBet Casino
Safety Index 7.5 Above averageCase summary
Discussion
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10 months ago
Translation
Title of the complaint:
Winnings of €11,000 – only €3,000 paid out, remaining amount never received
Complaint text:
About three months ago, I made a total winnings of around €11,000 at bassbet2.com. To date, only €3,000 of this amount has been paid out. Currently, €1,500 has been outstanding for over four weeks, and I'm still waiting for it despite multiple attempts to contact them.
I contacted support several times – both via live chat and email. Each time, I received only general answers without a concrete solution. I even had to cancel the last withdrawal request myself because I was told there were supposedly technical issues with the selected withdrawal method. Since then, I've been waiting more than seven days for the money – despite being assured that it would be processed as a priority.
What's particularly frustrating is that a large portion of my winnings have since been lost again – something that most likely wouldn't have happened if bassbet2.com had paid out promptly and in full. I relied on the promised payouts and was disappointed.
I request that my case be reviewed and the outstanding amounts paid out in full as soon as possible. I am very dissatisfied with the process and the behavior of the support team so far.
Automatic translation:
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10 months ago
Hello,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by gameplay investigation, payment provider issues, or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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10 months ago
Dear lolseinschwager,
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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10 months ago
TranslationGood morning,
Unfortunately, I still don't have a payout in sight. I wrote to support again and received another disappointing response.
Automatic translation:
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10 months ago
How many pending withdrawal requests are currently in your account? If possible, please send me a screenshot of your transaction history.
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10 months ago
TranslationUnfortunately, I'll probably have to wait another 14 days. Out of frustration, I canceled the withdrawal and requested it again using a different method. Sorry, I'm at fault. I'll get back to you as soon as the 14 days are up.
Automatic translation:
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10 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 lolseinschwager,
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,
Veronika
