The player from Germany had requested a total of €1,500 in withdrawals from BassBet2.com two weeks ago, expecting a payout within 3-5 business days. Despite multiple inquiries, he received inconsistent responses from support, and no payout had been processed yet. He intended to provide evidence and sought a public investigation into the issue. The complaint was marked as resolved after the player confirmed that the issue had been addressed satisfactorily.
BassBet Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
BassBet Casino
Safety Index:HighCase summary
Discussion
Public
Public
8 months ago
Translation
I requested €500 withdrawals from BassBet2.com on July 22, 23, and 24, 2025 (a total of €1,500), with the withdrawal to be made via Skrill.
The provider states a processing time of 3-5 business days, but to date – more than 2 weeks later – no payout has been made.
In response to my repeated requests to support, I only receive contradictory excuses ("internal review," "high transaction volume," "please contact us again by email," etc.).
I have documented the entire process and reported it to Skrill, consumer protection, and other agencies. I request a public investigation into this case.
I am willing to provide all evidence (screenshots, chat histories, emails, license status).
Automatic translation:
Public
Public
8 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Public
Public
8 months ago
TranslationHello Veronica,
Thank you for your feedback. Here are the answers to your questions:
Successful withdrawals:
No, I haven't received any payout yet.
Three withdrawals of €500 each were requested on July 22, 23, and 24, 2025 (a total of €1,500), but no money has arrived to date.
KYC verification:
My account says "It looks like your account doesn't need to be verified."
I contacted BassBet.com support a few days ago to ask if any documents were required. I received no response or information that anything was missing.
Bonus conditions:
I didn't have an active bonus when I earned the winnings. I was playing with real money.
The provider barely communicates and no longer responds to inquiries. Skrill hasn't been able to help either, even though the money was supposedly supposed to be transferred there.
I also documented all chats and emails.
I would be very grateful if you could help me with this case.
Best regards
Alexander S.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
8 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 alx1398,
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,
Veronika
