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

Hello casino guru. I won a jackpot of 31,000. I made my first withdrawal on the 22nd, another on the 23rd and another on the 25th. So far none of them have landed in my account. I can't request any more until I've completed the 3 payments. Please help me

Dear player,

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 the 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

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Yes, I'll wait. But my account says it doesn't need verification. Just enjoy the games

Dear Tiago99,

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, Dominika. No, I haven't received anything yet. Not a penny. I'm getting worried. It's a lot of money to take and they haven't paid anything yet

I'm really worried. I haven't received anything for more than 15 days.

I have friends who played on the same app and received amounts of 200 and 380 after 6 days. When it comes to a lot of money, this is what's happening to me. 1 time playing in this casino and they do this. Very sad

Good morning. I've already started receiving my winnings. In the meantime, until I've been paid everything, I won't take it as settled.

Good morning. My account said it didn't need verification, but after they paid me 1000 euros they're asking for it.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you accumulate your winnings with or without an active bonus?

Have you already provided the casino with any documents?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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.

Yes, I already sent it. But just yesterday, when I received the 1000 euros, I went to check my account and it said I didn't need verification. This morning when I woke up I went to my email and they asked me to verify my account.

Even so, I did the check by taking a photo of the front and back of my identity card and also of my face.

They do it on purpose to avoid paying

And now they're asking for verification. I still sent it, but it's not correct. They see that it's a lot of money to do this

2 days ago they didn't ask for verification as you can see in the photo

blocked withdrawals

Hello again, I'm very worried about my funds. My account is still under review. It's been almost 3 days. I've sent a photo of my ID card and a facial photo, and so far I've received no reply.

Good afternoon today, October 13, they still haven't said anything about verifying the account. The documents are still under review. I'm getting very worried

Good morning casino guru. Today, October 14th, I'm checking my account and they're asking for data again and again. They keep asking for different things. I want to get my money. I've already sent my details. Bi photos, facial photos etc. They keep asking for new data. Help me

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Tiago99,

My name is Martina, and I will be assisting you with resolving your complaint. I am truly sorry for the situation you have found yourself in. Please rest assured that I will contact the casino and do my best to help resolve this matter as quickly as possible.

I would like to invite a representative from BassBet Casino to join this conversation and take part in resolving this issue.

In the meantime, for your information, it is quite common for casinos to request player verification even if it was not previously required. I understand how frustrating it can be, especially after such a long wait for your withdrawal. Therefore, I recommend providing the casino with all the requested documents to ensure the process goes as smoothly as possible.

Dear Casino Representative,

Could you please provide more information about this case and explain the reason for the delay in processing the player’s withdrawal?

Thank you in advance for your cooperation and assistance.

Hello, good morning. I've already sent my details. But now they're asking me again for proof of address and transaction history for payment methods. They're always tricking me into not paying

Dear all,

Thank you for bringing our attention to this matter and allowing us to participate.

We understand the importance of a swift withdrawal and would like to extend our sincere apologies to Tiago99 for any inconvenience caused by this delay.

Please allow us some time to investigate the issue and see what can be done to expedite the withdrawals. We are grateful for your patience and understanding.

Kind regards,

BassBet Casino

I'm very disappointed with bassbet

Dear Tiago99,

I completely understand how disappointing and frustrating this situation must feel. Please know that I truly appreciate your patience and cooperation while we work toward a resolution.

I would also like to sincerely thank BassBet Casino for joining our conversation. I kindly ask you to treat this matter as a priority and to keep us updated on the progress and outcome of your investigation.

Thank you very much

Dear Tiago,

Thank you for your patience during this time.

As discussed in our most recent email correspondence, your withdrawals are temporarily put on hold due to ongoing account verification.

We kindly urge you to upload the following documents to your account's Verification page at your earliest convenience:

• Proof of Address document (bank statement or utility bill containing your name and residential address and issued within the past 6 months)
• Multibanco's transaction history document for the month of September

Once done, please let us know so we can prompt the verification and release your withdrawals.

We are grateful for your understanding and cooperation.

Kind regards,

BassBet Casino

Hello, good afternoon. Yes, I've already sent the documents. I sent a letter proving my address and my ATM history for the last 6 months.

I've already sent my details, a photo of my ID card, a facial photo. Proof of address and they're still refusing. I received payment before and nothing was needed

Dear Tiago99,

I understand this might be frustrating for you..

Dear BassBet Casino Team,

can you please let us know what is the reason the documents have been rejected ? Should you have any more information , please do not hesitate to sent it to my email martina.b@casino.guru .

Thank you very much in advance

Hello, good morning. You went to the bank to get a bank statement with all the information and transactions.

Great! Can you send me and also the casino what you have received? (martina.b@casino.guru)Thank you so much in advance

Yes, I sent it to martina.b@casinoguru

Here's the data they need. I'm very worried

They said that bank statements can be used as proof of address

Dear Tiago99,

Thank you very much — I’ve received the documents!

No need to worry now. You’ve sent everything you believed the casino requires, so let’s wait for them to review the materials.

Dear BassBet Casino Team,

Could you please confirm whether the submitted documents are sufficient, or if you require any additional information from the player?

Thank you very much in advance for your assistance.

Thank you very much.

Have you received the casino guru documents?

Thank you

They're asking for the same data again.

They asked for a bank statement and transaction history for September and I sent them

The bank statement contains all the information you need.

They just don't want to pay me

The bank statement shows proof of address and the transactions all still refuse.

I've sent the request and they're still asking for the same thing. I've lost count

I also asked for a change of address and they told me that all I had to do was send the documents with the new address. However, I never heard back from them

They keep refusing everything so as not to pay. Fraudulent casino

Once again they don't want to verify my account. They are constantly asking for my transaction history. Even so, I send it in pdf mode directly from the bank with all the data and in the period they want and they don't check it. They don't want to pay. If it were small amounts they wouldn't even ask for verification, but if it's a lot of money they'll ask. At every step they make up new excuses to say that the documents aren't right. This way my withdrawals are blocked. I go to their support and they always say the same thing. Patience. They can no longer cheat people who play to win money and when they win they run away and don't want to pay what they owe. This already looks like a scam designed to fool people. I honestly don't know how they manage to get a license. What they do is complete fraud. Casino guru please do something!!!

Hello, today the 19th I went to log into my account and it wouldn't even work. It says page error. Something's not right. I'm very worried

Good morning. Once again they're doing the same thing. Rolling over and saying the documents won't work

Dear Tiago99,

Thank you very much for your email and for providing your statement once again.

Since I don’t have access to your full transaction history from the casino account, it’s a bit difficult for me to determine which transactions on your bank statement correspond to your deposits.

Dear BassBet Casino Team,

Could you please clarify the reasons the player’s bank statement has been repeatedly rejected, and kindly guide him on what specific documents or details are required for successful verification and withdrawal processing?

Your assistance and cooperation are greatly appreciated!

Thank you so much in advance for your help.

Hello, good morning. I don't understand

What do you mean deposits?

When I topped up my account I entered it via psyfcard

That's what I have. I used to make deposits via mypsfcard account

Dear Tiago99,

I understand. Thank you.

So what I think casino need to have the statements from all the payment methods you used for topping up your account.

Here's the thing. You only have one transaction on your bank statement for 500 euros. The other 500 were made by skrill

I'll send it to you, okay?

How do I know how much I've deposited with them? I play in other casinos too and there are a lot of deposits, how do I know?

Help me prfvr

I'll send it. But I don't know what you want it for. I want my money

You should do something. I won, I have to pay. Now you're asking for a history that doesn't matter at all. I don't often make deposits with my ATM card. I use my wife's

Dear Tiago99,

Thank you for your understanding and cooperation throughout this process.

I completely understand that this situation may feel frustrating, and I truly appreciate the time and effort you’ve spent trying to resolve it. However, I must point out that funding an account using a third party’s payment method is considered a serious breach of most online casinos’ terms and conditions. This is likely the reason the casino has continued to reject your statements.

These rules are in place not to cause inconvenience, but to protect all players and operators from potential risks such as fraud, identity theft, and money laundering.

For your own security, and in line with industry standards, I would strongly recommend using only payment methods that are verified and registered in your own name going forward.

Based on the findings and the information available, I will now proceed to close the complaint. I’m truly sorry that I can’t be of more help in this situation, but I hope the information provided offers some clarity moving forward.

Thank you once again for your patience and understanding.

We’ve reopened this complaint at the request of Tiago99. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Tiago99,

you have mentioned, that there has been a misunderstanding. Can you please elaborate? Thank you very much

Good morning. As I was saying, I play in other casinos and I have no problem depositing with another card and then withdrawing the funds.

Dear Tiago99,

Thank you very much for your response.

I just want to make sure I understand everything correctly. When you played at BassBet Casino, did you make deposits using a card that was registered under someone else’s name, or were all the cards you used in your own name?

I usually put money in via psyfcard. At bassbet casino I only made 2 deposits before I won all my money.

I won, I won. I'm entitled to what's mine anyway. It's amazing that you're only interested in what I've done or what the methods are. We can come to an agreement if bassbet wants to

I don't understand why you're siding with bassbet. Bassbet is an illegal casino. They don't even have the right to ask for the documents they ask players for when they aren't even licensed in Portugal.

I play at the online schools I like and they don't ask for any of that. Whatever you win, there are no monthly withdrawal limits. It's a shame to know that you're still on bassbet's side when they don't even have the authority to ask for what they ask for.

I advise you to reach an agreement with bassbet. It's already been to the judicial police

Thieves! Let bassbet pay the people what they owe. Bass bet are deadbeats

Dear Tiago99,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification.

• Proof of Address document (bank statement or utility bill containing your name and residential address and issued within the past 6 months)
• Multibanco's transaction history document for the month of September

Once you upload all of the documents, please let me know.

I've already sent it and I've also sent it via support

It's been under review for 3 days

Did you notice that bassbet didn't even reply?

Dear BassBet Casino,

can you please give as an update if the documents the player submitted are sufficient. Can you please let us know the update about withdrawals?

Thank you so much

Bassbet is a complete fraud

Bassbet plays with people's money. I don't know how you rate bassbet as a good casino to play in. 116 complaints for some reason is. That reason is called deadbeats. They don't want to pay people.

Hello, good morning. I just went to check my account and they've accepted my proof of address but not my transaction history. It's amazing how they make fun of people. Before there was nothing, now there is.

I'll mention again that the method I use to deposit into my bassbet account is my paysafecard.

This casino deserves no mention. Is it possible to brand this casino as fraudulent?

They deserve nothing. They're a bunch of thieves

They're always asking for different things. I have an email from them asking for the history of the ATM for the month of September, then they ask for the history of the deposit method. Shame!!! PAY WHAT YOU OWE, YOU THIEVES

as you can see, they only ask for September's ATM history

Then they ask for the transaction history of the payment method used. Casino that's worthless

Worst casino ever.

Dear Tiago99,

Thank for your patience and cooperation.

We are happy to confirm that your residential address was verified, however, we still need a transaction history for the month of September from your Multibanco bank account.

Please submit the document at your earliest convenience so we can complete the account check and process your withdrawals.

We rely on your understanding and cooperation to resolve this matter.

Kind regards,

BassBet

There's no point in asking for more because that's all I've got

You only need the month of September. Pay what you owe, you deadbeats

I've proved it's me. You just don't want to pay. But the judicial police already know. You have to pay and that's that

1000 euros paid without verification. I have proof. What you're doing is fraud. You pay 1000 euros without asking for verification. But when I requested more withdrawals after receiving the 1000 euros, you asked for verification. You can't ask for what you're asking for when you don't even have a license to do so. Bassbet is an illegal casino. And the authorities are already taking care of everything. You don't want to reach an agreement. That's why I advise you to start thinking about paying or you can tell God about bassbet's reputation.

Explain how they pay 1000 euros and don't ask for verification? And then they do. Bassbet is the worst casino ever. If you look, they're part of a company that doesn't pay. And it's well known that they don't pay their players. If the casino guru goes to see them they are a complete fraud.

I don't know how you rate bassbet 8/10 when it's not even worth complying with. Can anyone help me mark bassbet as a fraudulent casino?

Good morning. They closed my account with 27,000 euros. Please do something

Dear BassBet Casino Team,

we need an explanation, what is going on.. If you do not want to share in public, please send it to me martina.b@casino.guru .

Thank you in advance

Now they say they're going to check the account to pay the remaining funds

They close my account out of the blue.

They asked me for my details and now this is happening? They said that proof of address had been accepted and today I wake up to an email saying that they've closed my account.

Yesterday they said the deposit was made by a third party. Help them pay what they owe. I won this money and I'm entitled to it

Dear all,

The complainant's account was temporarily suspended while we complete the verification.

Please note that we still require a transaction history from Multibanco for the month of September.

We kindly draw your attention to the fact that the screenshot posted above shows transactions from a Crédito Agrícola account, which is irrelevant.

We rely on the complainant's cooperation to resolve this matter and pay out his winnings.

Kind regards,

BassBet Casino

But you paid 500 euros to the account mentioned above and 500 euros to Skriil. Not anymore, is it? Since it's a lot of money and you supposedly say that the deposit was made by a third party. Now you don't want to pay

THE BANK STATEMENT ABOVE SHOWS YOUR PAYMENT. YOU PAID INTO MY ACCOUNT AND NOW YOU HAVEN'T? PAY IMMEDIATELY

Hi martina, here's the thing. I've sent my bank statement several times and they say no. Supposedly they say that the deposit was financed by a third party. I have a lot of money there. Am I entitled to it?

Dear Tiago99,

The casino has informed us that, since the correct document has not yet been submitted, they are unable to proceed differently at this time. Could you please provide your MULTIBANCO account details to the casino?

I kindly recommend sending the required documents as soon as possible so they can resolve the matter smoothly.

Thank you for your understanding and cooperation.

As I told you, it's the only statement I have. Why did they pay 500 euros to the account I have mentioned?!

Martina, I've deposited it in the account. What about that money? A question Martina! If I deposit through a third party, do I lose that money?

You won't solve it martina, the police are already solving it

Dear Tiago99,

The casino has specifically requested a bank statement from Multibanco. The screenshot you provided appears to be from your Crédito Agrícola account. Please submit your Multibanco statement to the casino at your earliest convenience.

Unfortunately, I won’t be able to proceed further without the required Multibanco document.

Hello, good morning. Is the ATM statement the one you get from the cash machine?

I'm still sending

Only if there was a mistake at the time and I deposited with my mother's bank account. If that's the case, can the situation be resolved?

Dear Tiago99,

Thank you for submitting the information you have. I will leave it to the casino to determine whether it is sufficient or if they require anything further.

If the casino confirms that your mother’s card was used to make deposits, unfortunately, there won’t be much we can do, as funding an account with a third party’s payment method is generally considered a serious breach of most online casinos’ terms and conditions.

As I mentioned earlier, these rules aren’t meant to cause inconvenience but are in place to protect both players and operators from potential risks such as fraud, identity theft, or money laundering. I completely understand that this may not have been done with any bad intention, but our position in such cases must remain consistent.

Let’s wait for the casino’s statement to be sure of the next steps.

I truly appreciate your honesty, Tiago! Thank you for being transparent about the situation.

I can give you more information if you want it. I'm being as honest as possible. I played and I won. I really need that money, I really need it

Dear all,

Thank you for your patience during this time.

Following a careful review, we can confirm that a third-party payment method method was used to make the deposits.

That being said, we would like to kindly direct the complainant's attention to the following excerpts from our Terms and Conditions:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;
• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;"

Therefore, pursuant to the aforementioned articles, the account was permanently closed and all winnings confiscated.

Kind regards,

BassBet Casino

In addition, it is important to note that a partial withdrawal of €1,000 was processed and paid by BassBet without any request for verification of the deposit method. This fact creates a clear precedent of acceptance of the use of my mother's card, showing that there was no intention of fraud or violation of the Terms and Conditions on my part.

Considering the internationally recognized principles of good faith, fairness and fair treatment of players, I request that this precedent be taken into account when reviewing the payment of the remaining prize of almost €28,000, ensuring that my rights as a player are respected in a fair and consistent manner.

In the event that an amicable resolution is not possible, I reserve the right to resort to the competent regulatory authorities, as well as consumer protection bodies and the appropriate judicial channels, to ensure that my rights are protected.