BassBet Casino - Player's winnings have been delayed.

2025 júniusában regisztráltam a BassBet.com nevű online kaszinó és sportfogadási platformra. Eleinte minden gördülékenynek tűnt, a befizetés gyorsan ment, és játszani is tudtam probléma nélkül. Azonban amikor valódi pénzt nyertem – kb. 145.000 forintot – és elindítottam a kifizetési kérelmet, a helyzet teljesen megváltozott.

A kifizetési kérelmemet 2025. június 6-án adtam le. Az oldalukon jól láthatóan szerepel, hogy:

a KYC (személyazonosító) ellenőrzés 1–3 munkanapot vesz igénybe,

a kifizetések feldolgozása 3–5 munkanapon belül történik.

Ennek ellenére, több mint két hét telt el, és se pénzt, se érdemi választ nem kaptam. Az elvárt dokumentumokat azonnal feltöltöttem:

személyi igazolványom fényképét,

egy friss bankszámlakivonatot, amely a nevemre és lakcímemre szól (ezt külön kérte tőlük az ügyfélszolgálat).

Egy ideig semmilyen visszajelzést nem kaptam, majd később kaptam egy automatikus választ, amely szerint a dokumentumaim még mindig „ellenőrzés alatt" vannak – annak ellenére, hogy már jóval túlhaladták az általuk megadott 1–3 munkanapos határidőt

A helyzet tovább romlott, amikor hamisan azzal vádoltak meg, hogy VPN-t használtam a bejelentkezéshez, ami szerintük megszegi a szabályzatukat. Ez teljesen valótlan: kizárólag a saját mobilhálózatomat használtam a belépéshez, sosem VPN-t vagy proxy-t. Ezt jeleztem is nekik, sőt, az IP-címet is igazoltam, ahogy kérték.

Úgy érzem, ez a helyzet szándékos időhúzás, amelyet azért alkalmaznak, hogy elriasszák a játékosokat a kifizetési igényeiktől. Az általuk feltüntetett feldolgozási időszakok nem valósak, és az ügyfélszolgálat nem tesz semmit annak érdekében, hogy a problémát valóban megoldja.

Több e-mailt írtam nekik, végül pedig egy végső figyelmeztetést is küldtem: ha nem fizetik ki a pénzemet és nem zárják le a KYC-ellenőrzést, akkor:

hivatalos panaszt teszek a licencadó hatóságnál (Anjouan Gaming Board),

nyilvánosságra hozom az esetet a Trustpilot, Reddit, és más közösségi fórumokon,

beszámolok az esetről különféle európai fogyasztóvédelmi és szerencsejáték-felügyeleteknek.

Miért veszélyes a BassBet?

❌ A kifizetési határidők nem valósak.

❌ Késleltetik a KYC-ellenőrzést ok nélkül.

❌ Alaptalanul vádolnak VPN-használattal.

❌ Az ügyfélszolgálat nem reagál, vagy érdemben nem tudnak segíteni.

❌ A rendszer nem átlátható, és nem felel meg a korrekt működés követelményeinek.

Jelenleg hivatalos panaszbejelentést készítek elő, és megkezdem a nyilvános tájékoztatást is. Célom nem csak a saját pénzem visszaszerzése, hanem az is, hogy másokat megóvjak egy hasonló kellemetlen tapasztalattól.

Dear csehmate,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BassBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• When was the last time you were in contact with casino support regarding the ongoing issues?
• Have you previously withdrawn winnings from the casino?
• Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

Thank you very much for your quick response and willingness to help me with this matter.

To answer your questions:

The last communication with BassBet support was today (June 18, 2025). They only told me that they would "notify the department" handling the verification of my documents — nothing more.

Prior to that, I contacted them yesterday (June 17), where they gave the same generic answer, stating that my documents are still under review.

In fact, I have been trying to contact them almost every two days, consistently, since I initiated the withdrawal request on June 6, 2025.

Regarding previous withdrawals: Yes, I have successfully withdrawn smaller amounts in the past, and during those cases, no identification or KYC verification was required at all.

Yes, the winnings were generated while I had an active bonus on my account, but I made sure to follow all the bonus terms and conditions, including wagering requirements and maximum bet limits.

I hope this helps clarify the situation. Thank you again for your time and for looking into this. I truly appreciate any support you can provide in resolving this issue.

Best regards,

Cseh ****

There are some updates.

Today June 24. at about 13:30 I have received an another email about I have used vpn, which I didn’t and they said I need to contact them on their website when I am logged in with mobile sercice or public internet service which I did. Then their supports respond was they will notify the department handling the verification of my documents. Meanwhile on their page at verification tab, my status of my documents dissapier i assume they have checked it but when I opened withdrawal menu I saw a sign which said the withdrawal was restricted by the provider, or by the casino. So I think they are trying to delay it just to avoid paying out my money. The email also contained that if you use vpn on their site your account could be banned. So I think their next move is to ban me just to never let me have this money. 🙁

I have screenshots from the whole situation and also from when i won the money and when i texted them it shows clearly that i didn’t use vpn

Dear Tomas,

Thank you again for following up on my case.

I wanted to provide a quick update regarding my ongoing issue with BassBet Casino. Unfortunately, the situation has not improved — in fact, it has become more frustrating.

Today (June 27), I contacted their support again, and for the second time, they accused me of using a VPN, which is completely false. I have never used a VPN on their platform — I only connect using regular mobile internet from within my home country.

The support agent was unable to provide any real help or clarification. They simply repeated vague statements about the "relevant department" reviewing my documents, without giving any timeframe or explanation.

It has now been 15 business days since my withdrawal request was submitted on June 6, and I still haven’t received any update on either the verification process or the status of my withdrawal. This delay — combined with unfounded accusations — feels not only unprofessional, but outright unfair.

Their behavior is starting to feel deliberately obstructive, and I’m honestly feeling very let down by the entire experience.

Thank you for your continued assistance, and please let me know if there’s anything else you need from me to support this complaint

Thanks for the update. I am sorry to hear about the recent developments in the situation.

Please send me the communication in which the casino justifies the closure of your account and confiscation of your funds. Send the information to my email at tomas@casino.guru

Could you please explain which games you played at the casino that led to your winnings?

Looking forward to your reply.

I was playing with a 5000 or 6000 HUF bonus. I was playing Coin Up and Coin up Lightning when the big money came but is also played a little bit of live blackjack that’s all. I will send all my screenshots that I have taken when i spoke to the casino support.I will send it to your email

I’ve sent my transaction list and proof that i own my bank account, I think they did this to not pay me in the end please help me it has been more than a month and they didn’t pay me

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru), 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.

I Appreciate your help, thanks.

Dear csehmate,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BassBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not received his money just yet?

Thank you in advance for providing the information.

Dear csehmate,

Thank you for your message.

We understand your concerns regarding the withdrawal delay and sincerely apologize for the inconvenience caused.

Please be assured that the only reason for the delay is that the account verification process has not yet been completed due to missing documentation.

We kindly ask you to provide a bank statement for the month of June from the bank that issued the card linked to your Apple Pay.

The statement must clearly show both deposits made to us on 06.06 and 17.06.

Once we receive this document, we will review it with priority and proceed accordingly based on the outcome of the verification.

We appreciate your cooperation and look forward to resolving this for you shortly.

Best regards,

Bassbet Team

I have already sent you theese documents days ago and I have sent it today also but you asked for it again and again when i have already sent it. I cincerely ask the casino to check their emails because I have sent it today and yesterday and I even uploaded via your website yesterday. I still don’t understand why are you asking me the same documents when I have provided the information and more. I have sent you 5 bank statements from the last couple of months and you still asking for them

You just can’t review it, for some reason. Today I have uploaded again to your website the two bank statements! In the first one you could see the 06.06. deposit. and on the second one you could see the 17.06. deposit. I have been sending you theese statements for almost half a week now everyday. Just check your emails. Today you have asked me for the same thing again as yesterday. What should I do for you to give me my money? I have given even more information than you have asked for. Just stop playing with me already please.I have provided every information, and document. Now it is your turn to review it and send me my money.

Dear BassBet Team,

I understand that email delivery may take some time, especially if you're handling a high volume of messages. However, since the player has also uploaded the documents directly to their account, would you be so kind as to check them there at your earliest convenience?

We would appreciate it if you could provide an update when possible.

Thank you in advance for your attention to this matter.

Dear bassbet casino today for the 2nd time you asked for the same bank statements I have already sent you every day for the last couple of days why are you doing this. I have already contacted you at your live chat and email again to clarify that I have sent you the statements you have asked me. Your answer was that you asked for the same statement again. I don’t understand how your casino got a high safe index. Every time I try to contact you, you didn’t give me any answers and you acting like you doesn’t even understand what I am talking about and you are acting like it is okay. For the last time I clarify that I have sent you the documents about my two bank accounts which i made deposits from. Would you please review it and after that would you pay my money I ask you cincerely. I hope I won’t need to send you these statements again because It is getting really annoying

Dear csehmate,

Thank you for your patience.

We have reviewed your documents and are pleased to inform you that your account has been successfully verified.

We will do our best to process your withdrawal request as soon as possible. We apologize for any inconvenience caused.

Kind regards,

Bassbet Casino Team

Thank you so much bassbet casino. I am really looking forward to see the payment processed. I have one more question If I would win again maybe in the future would you pay me in time or should I look for another casino? Thanks for your help again and even Casino.Guru help It is a great website with great people in it. I will upload update when I got the payment or if there will be more delay in the withdrawal. It is a small win but the money still hasn’t paid

Thank you BassBet Team for getting back to us so quickly! I truly appreciate it!

Dear csehmate

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

update! Still didn’t happen anything with the withdrawal request I have received an email which told me the withdrawal requests being completed 3 days after account veryfication it is the third they they have said they will notify me in email and will change the status in the withdrawal menu but it is the 3rd work day today after the veryfication and still didn’t happen anything. I would like to ask the casino representative to look into the case and pay me as soon as possible

They have said it is a delay again in the withdrawal

Still nothing they just said It has been a delay in my payment but they doesn’t say why or when they fill send my money nothing. It’s start to get really annoying after 1 and a half month

Dear csehmate,

We would like to inform you that your payment has been processed today.

Please note that, depending on your bank, it may take a few business days for the funds to appear in your account.

Thank you for your patience and understanding.

Kind regards,

Bassbet Team

Dear csehmate

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear csehmate,

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.

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,
Martina
Casino.Guru