The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, his payout had not been received yet. We advised him that withdrawal processing could take up to 14 days due to verification or high volume and requested patience. After the recommended time frame had passed, we asked for an update, but due to the player's lack of response to our follow-ups, the complaint was closed for now. The player could reopen the complaint if he chose to resume communication.
BassBet Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Player stopped responding
Amount: €2,500
BassBet Casino
Safety Index:HighCase summary
Discussion
Public
Public
2 weeks ago
Translation
Hello everyone, unfortunately I have to file a complaint regarding the online casino "Bassbet.com" or "Bassbet2.com". It concerns a total of €2500 in real money credit which has not been paid out for 11 days.
I am verified; the website requires no further information from me, and I have already had a successful withdrawal via bank transfer to the same bank account. The successful withdrawal was requested on June 15, 2025, and arrived in my bank account on June 20, 2025.
Regarding the current situation:
On March 22, 2026, I deposited €100 of real money and played with it. At the end, I had a real money balance of €1500 and wanted to withdraw my winnings. I requested three withdrawals of €500 each via bank transfer. Now it's April 1, 2026, 11 days later, and I still haven't received any money. The withdrawals are still pending, and even after three emails and a live chat with support, nothing has changed. Each time, I'm told the withdrawal takes a little longer, but without any specific timeframe for when I can expect to receive it.
Currently, three payouts of €500 each are pending, and I have another €1000 in credit, also won after a €500 real money deposit, which I cannot request as a payout because I am only allowed to have 3 payouts open at the same time.
I'm worried and I have a feeling something is wrong.
What are the next steps? What is the problem and when can I expect a payout?
Sincerely, Moritz.
Automatic translation:
Public
Public
2 weeks 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.
Public
Public
2 weeks ago
Dear mo_707,
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
Public
Public
2 weeks ago
TranslationThank you for the quick reply. I will continue to wait and will let you know. Kind regards.
Automatic translation:
Public
Public
2 weeks ago
Dear mo_707,
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.
Public
Public
1 week ago
Dear mo_707,
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.
Public
Public
2 days 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
