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

Hello Guru Complaints Team, I am filing an official complaint against BassBet Casino regarding a pending withdrawal of €500 that has been delayed since August 25th. Recently, BassBet abruptly stopped providing services to my country (Greece). As a result, when I visit my cashier page, it shows the message "There are no payment methods available in your region" and my deposit/withdrawal options are completely blocked. The only option the system gives me is a green "Cancel" button to reverse my withdrawal. I have contacted Live Chat, and the agent (Lidia) confirmed that the casino no longer operates in my region. While she assured me that my funds are safe and that the team is "working on it," she claimed she could not provide any specific timeline or details on how the payout will be processed because she belongs to the support team and not the finance department. The casino is using stalling tactics, telling me to wait for my turn, but my withdrawal has been stuck for over a week, and the automated system cannot process it due to the regional block. Since the market is closed, this must be handled via a manual payment (such as a direct Bank Transfer or Crypto transfer). I have fully cooperative and verified credentials. I am attaching screenshots of my blocked cashier page showing the pending €500 withdrawal, as well as my full conversation with the Live Chat support where they admit the market closure. I kindly request Guru to intervene so that BassBet manually processes and transfers my €500 immediately. Thank you for your assistance.

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Dear Dionisislouk1,

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

I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Can you still access your account?
• Please share a screenshot of your withdrawal request.

Thank you very much in advance for your reply.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Dionisislouk1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean