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

I requested three payouts starting on March 29, have been getting the same messages every day when I email, they are copy and paste messages that they probably sent to everybody. Tell me there are delays in processing, it’s in the final stages of payouts. Same crap every day.

Dear zzw507,

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.

OK, 14 days is a ridiculous amount of time considering most websites do this in under 24 hours and even they say it’s three days maximum. I will wait until it’s 14 days and get back in touch. Thank you.

I just asked them again and this was the response i got. Person did not even look at my account. This website is a complete joke.

Dear ***

Thank you for contacting our Customer Support team. 

We are confirm that your withdrawal is in queue for processing by our Finance Department.

We aim to process withdrawal requests within 3 business days, from the next day that the request was made, or from the day of the last processed withdrawal.

Please note that this timeframe excludes weekends and public holidays. The status of your withdrawal will be updated in your balance history once it has been processed.

In addition, bear in mind that in case you decide to revoke an existing pending withdrawal, the withdrawal process will recommence.

If you have additional questions, please feel free to contact us via email support@Bassbet.com or via Live Chat.

Yours sincerely,

Customer service

Still nothing, requested a payout March 29.

Still nothing. Just sitting there pending. 12 business days now. Comical.

Dear zzw507,

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.

Yeah - I don’t have anything. The money is sitting there pending and they just keep saying they are reviewing it, they understand there were delay delays. It is complete garbage. This is the worst website I’ve ever seen in my life.

So what do we do here?

Still haven’t received the third payout. This place is unbelievable.

Thank you zzw507 for all the information provided so far. I will now forward your complaint to my colleague Martina (martina.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

So what was the point of all this? I’m still missing $500 of this and that payout was requested Mar 31. Completely ridiculous

Dear zzw507,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. 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 state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

they just provide automated responses, nobody will actually answer anything. It’s the worst website I’ve ever seen in my life.

I totally understand that you are frustrated! However, as our standard complaint handling procedure is granting any party a certain time frame for a response, we need to allow this time to the casino. In a lot of cases an immediate response is not possible due to gathering the required information; that's why we have implemented the timeframes for a response. I have my fingers crossed the casino team will soon respond..

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear zzw507,

can you give us an update? Have you received your winnings?

Dear zzw507,

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