BassBet Casino - Player’s winnings haven’t been received yet.

Dear Casino Guru Team,

I am a player from Poland and I am experiencing issues with withdrawing my winnings from [Casino Name].

I registered on the platform on March 19 and made two deposits of 200 PLN each. I played with real money in the Gates of Olympus 1000 slot, won 1300 PLN, and requested a withdrawal on the same day.

According to the casino’s Terms & Conditions, withdrawals should be processed within 3 business days. However, my withdrawal has not been processed yet. I have repeatedly contacted live chat support to inquire about the status of my request and even offered to complete the KYC process to speed things up. Each time, I am told that my request has been forwarded to the finance team, but nothing happens.

I kindly ask for your assistance in obtaining my rightful winnings. The casino is not adhering to its own terms and is delaying the payout without providing any explanation.

Thank you in advance for your help.

Dear Anastasia1992,

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 unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Anastasia1992,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello! Thanks for your reply.

My withdrawal has not been processed so far.

I contacted casino representatives multiple times and they are saying their finance team is too busy.

At the same time they said I don’t need to verify myself even though I suggested to upload all necessary documents if this is what they need.

I kindly ask you to help me to receive my winnings, dear Casinoguru Team ❤️🤝

Thank you Anastasia1992 for all the information provided. I will now forward your complaint to my colleague Katarina (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Anastasia1992,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite BassBet Casino representative to join this conversation.

Dear BassBet Casino, could you please provide more information about this case?

Looking forward to your reply.

Dear all

Thank you for your patience.

Kindly be informed that customer withdrawal is complete and paid out on our side.

Best Regards

Bassbet Team

Thank you for the response, BassBet Casino.

Anastasia1992, could you please advise if you have received the payment?

Dear Anastasia1992,

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,
Katarina
Casino.Guru