The player from Germany had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings had not been received yet. The player experienced delays in receiving a total of €1,500 from three withdrawal requests made via bank transfer. After communication with the Complaints Team, the issue was resolved, and the player confirmed that the withdrawals had been successfully processed.
BassBet Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
BassBet Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
Hello,
I requested three withdrawals via bank transfer from Bassbet on August 25, 26, and 27, 2025, each worth €500 (total value €1,500). I have contacted live chat and support several times. However, they keep stating that the withdrawals are being processed and reviewed, using the same standard text over and over again. They say processing will take approximately 3-5 days. Nine days have already passed since the first request on August 25, and the money has not yet been credited to my bank account.
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4 months ago
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
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4 months 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, 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.
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4 months ago
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My account isn't verified yet. I contacted support and asked to verify my account. They told me that verification is only necessary when I'm explicitly asked to do so. This hasn't happened yet.
I've since won quite a bit more money there and I'm worried that my winnings won't be paid out.
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4 months ago
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One more piece of information:
I've made all my deposits so far using Paysafecard. I requested withdrawals via bank transfer.
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4 months ago
Dear player,
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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4 months ago
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Hello,
The payout has still not been processed. The status is still "processing."
It's been over two weeks since I requested the withdrawals of €500 each on August 25, 26, and 27 (a total of €1,500) via bank transfer. I keep getting the same responses in live chat or when emailing support, telling me to be patient and that my request is being processed. But it can't be that the process is taking so long.
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4 months ago
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Hello,
Today, two weeks have passed since all three withdrawal requests were submitted, and nothing has happened yet. Live chat and email support always tell me that it's still being processed and to be patient. But after more than two weeks, patience is running out. Please contact the casino so that I can have my withdrawals transferred to my bank account promptly via bank transfer.
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4 months ago
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Hello,
The payments still haven't arrived in my bank account. Please reply.
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4 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you contacted the casino to explicitly ask whether they require any additional documents or action regarding verification?
As you mentioned that you deposited via Paysafecard and requested withdrawals via bank transfer, did the casino confirm that this method combination is allowed? Some operators require withdrawals to be processed via the same method as the deposit, if possible.
What is the total amount you now wish to withdraw, including the winnings you mentioned earning after the initial €1,500 in pending withdrawals?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], 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.
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4 months ago
Translation
Hello,
I have sent you the screenshots here.
As you can see from the screenshots, no further documents or verification steps are required.
You can also see in the screenshots from the live chat that deposits via Paysafecard and withdrawals via bank transfer are also permitted.
The total amount of payouts is €1,500. I haven't made any further winnings since then.
All my winnings were achieved without an active bonus.
Kind regards with the request for further processing
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4 months ago
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Hello, here is another attempt today to inquire about the status of the support via email.
The standard response continues, saying the request is being processed. After more than three weeks...
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4 months ago
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Hello,
The money was transferred to me today, more than 3 weeks after I applied.
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear player,
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,
Dominika
