The player from Germany had been waiting for a withdrawal of €1000 since June 5th and 6th, 2026, but support continuously claimed that his bank was not processing the payments. However, he received two other payments shortly after, which led him to believe he was not receiving his funds without a valid reason. The issue was resolved after the player confirmed the status of his withdrawals and communicated with the Complaints Team, who coordinated with the casino despite some delays. The player ultimately marked the complaint as resolved, and the case was closed by the Complaints Team.
BassBet Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
BassBet Casino
Safety Index 8.0 HighCase summary
Discussion
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4 weeks ago
Translation
I have outstanding and completed withdrawals totaling €1000 from June 5th and 6th, 2026. Support tells me the same thing every day: supposedly it's due to my bank not processing them yet. However, two payments from June 12th and 15th, 2026 arrived in my account immediately. It makes no sense; they're not giving me my money.
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4 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.
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4 weeks ago
Dear Artur311,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Which payment method have you opted for to withdraw your winnings? Was it the same one you used previously?
- Can you confirm that your KYC verification was completed?
- Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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4 weeks ago
TranslationI paid out via bank transfer, just like always.
Support tells me I don't need to verify my account; two payments were credited to my account yesterday, June 16, 2026.
These were completed by the casino on June 11th and 12th.
However, the completed payments of €500 each from June 6th and June 7th have not arrived to this day.
I had no bonus active
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3 weeks ago
Thank you for your reply, Artur311. Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.
Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.
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3 weeks ago
TranslationThe payments are shown as completed; the total amount is €1500.
I also had €1500 pending payout; I cancelled these three €500 payments. The total payout amount was €3000, of which I cancelled €1500, and these have been credited.
The completed payments have still not arrived in my account.Automatic translation:
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3 weeks ago
TranslationAccording to the casino, one of the completed withdrawals was reversed due to a system error; the other €1000 that were completed were never transferred.
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3 weeks ago
TranslationI also noticed that my VIP level was 65% at level 2 and was simply reduced to level 0 for no reason.
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2 weeks ago
Hello Artur311,
We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 week ago
Dear Artur311,
I apologize for the late response and thank you for your patience. Have there been any updates since your last message, please?
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2 days ago
TranslationNothing has happened for a month now, I'm closing the case. Your site makes absolutely no sense.
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2 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Artur311,
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,
Kristina
