The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player faced delays due to incomplete verification, with documents repeatedly rejected without clear explanation from the casino. Despite attempts to provide the requested evidence and communicate with both the casino and Complaints Team, the player stopped responding to inquiries. Consequently, the complaint was closed due to lack of cooperation, with the option to reopen if the player resumed communication.
BassBet Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Player stopped responding
Amount: €5,500
BassBet Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Hello, I requested a withdrawal almost two weeks ago and I keep getting put off. I was assured it would take a maximum of five days, but it's been almost two weeks now. I was counting on the money and I feel cheated. The website is called Bassbet. I hope you can help me.
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear maui,
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
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1 month ago
Dear maui,
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.
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1 month ago
TranslationHello, thank you for asking. I'm doing well so far. There is indeed some new information: I received an email on Friday stating that my account now needs to be verified. This is despite the fact that it previously said my account didn't need verification because I'm already verified on another site belonging to them (Spinaga). I submitted my documents there on Friday, and since then it's been saying the review can take up to 24 hours. That was almost 48 hours ago! I hope it will be processed tomorrow and I'll get my money. Thank you so much for your help if anything goes wrong. I'm really glad there's a site like Casino Guru. Thank you so much! Sincerely, Manuel Schmidt, and have a nice Sunday.
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1 month ago
TranslationSo now it's been saying again since 6 a.m. yesterday that it will take 24 hours to check my stuff. I'm starting to feel really ripped off.
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1 month ago
Dear maui, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
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.
Karla
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1 month ago
TranslationI haven't made any withdrawals through that site itself, but I have through another site (Spinanga), and if I'm correctly informed, the casinos are affiliated. Therefore, I shouldn't have needed to verify my account.
And I haven't fully passed the verification yet, only partially. They keep rejecting my documents, even though that's exactly what they want. They only ever tell me what they need, and that's what I send them, but they never tell me what's supposedly wrong with my documents. I received the winnings with a deposit bonus, and they've completely wagered them. They also say that I'll definitely get the money. The money was won playing casino games (Rocket Blast, max win on 60 cents). I can send you the emails I wrote to support. I don't know where to find the ones I wrote to live chat. Sorry for the spelling; I have dyslexia.
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1 month ago
Dear maui,
Thank you for your message.
I’m sorry, but I was unable to locate any email from you in my inbox, so it seems that the documents may not have been delivered successfully.
Could you please resend your email along with all relevant attachments to karla.m@casino.guru?
If possible, please also mention your player ID and the casino name in the subject line so I can identify it more easily.
Once I receive your email, I will review the information and proceed with your case accordingly.
Thank you very much for your cooperation.
Best regards,
Karla
Casino Guru Complaint Resolution Center
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1 month ago
TranslationI sent it to them again, but I can't find my player ID and the casino won't tell me. They're blaming data protection. I wrote "Bass Bet Casino" in the subject line. I'm getting so angry, really.
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1 month ago
Dear maui,
Thank you for your update.
To better understand the current situation of your withdrawal, could you please send me screenshots from your casino account showing:
– your current withdrawal requests
– the status of these withdrawals (pending/approved/rejected)
– your transaction or withdrawal history, if available
You can either upload the screenshots directly here in the complaint thread or send them to my email at karla.m@casino.guru.
These details will help us assess your case more accurately and move forward with the investigation.
Thank you very much in advance for your cooperation.
Karla
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3 weeks ago
Dear maui,
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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2 weeks ago
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,
Karla
Casino.Guru
