The player from Germany had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings had not been received yet. The Complaints Team had communicated that delays in processing withdrawals were common and had advised the player to be patient while the casino completed the necessary KYC verification. After the recommended time frame had passed, the player confirmed that the issue was resolved, leading the team to mark the complaint as resolved in their system.
BassBet Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €120
BassBet Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
Hello dear Casino Guru team,
I am contacting you today because I have a problem with Bassbet Casino.
On July 18, 2025, I requested a withdrawal of €120. I am fully verified, and the withdrawal should be made in cryptocurrency (USDT or BTC).
As of today, July 24, I have received neither a payment nor any feedback from the casino. Customer service is not responding helpfully.
Unfortunately, I was unable to upload any other important screenshots because the system does not accept them.
As soon as someone from the support team gets in touch, I'll be happy to send you the remaining screenshots via email.
Thank you in advance for your help!
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6 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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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6 months ago
Translation
Have you ever successfully withdrawn money from Bassbet using this method?
Yes, I have successfully received withdrawals via FunID at Bassbet in the past. However, there have been massive problems with FunID recently – many players (including me) have been waiting for withdrawals for weeks, even though all data was submitted correctly.
Why I switched to crypto:
Since withdrawals via FunID repeatedly failed, I requested a cryptocurrency withdrawal. This was also either not processed or was delayed without justification.
Screenshot of the payout history:
I'm attaching a recent screenshot of my withdrawal history, including failed or unprocessed withdrawal attempts. All amounts and timestamps are clearly visible.
Bonus conditions:
I played without an active bonus, complied with all terms and conditions, and played exclusively with real money. There is no violation of the casino's terms and conditions.
KYC verification:
I am fully verified with Bassbet. My identity has been confirmed, and I have received withdrawals in the past without any problems.
Communication with the casino:
I will send you screenshots of my communication with Bassbet support. Support repeatedly evades the issue or gives different explanations (e.g., technical problems, processing delays, alleged audits, etc.).
I will send it to you via email to casino.guru and optionally directly here as a screenshot.
I hope you can help me resolve this issue, as the casino isn't making any effort to ensure fair and timely payouts. I'm willing to provide any further documentation necessary for processing.
Thank you for your support!
Best regards
Edited by a Casino Guru admin
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6 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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6 months ago
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Unfortunately I still haven't received any money and the chat is still trying to keep me waiting as you can see here.
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6 months ago
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I've now canceled the money and transferred it to FunID. Please try there anyway, thanks.
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6 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
