The player from Germany faced significant delays in withdrawing his winnings of €10,000 from Bassbet, which had blocked his account. He submitted various forms of identification and proof, but was required to provide conflicting documents and transaction history that were either impossible to obtain or not aligned with his provided evidence. Despite ongoing communication with the Complaints Team and attempts to resolve the issue, the complaint was closed due to the player's lack of response to inquiries and reminders. The player retained the option to reopen the complaint in the future.
BassBet Casino - Player's withdrawal has been delayed by account restrictions.
Closed
Our verdict
Player stopped responding
Amount: €10,000
BassBet Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
Hello dear Casinoguru team,
Unfortunately, I'm having extreme problems withdrawing my winnings and I need your help. Bassbet has blocked my account from withdrawals since I won €10,000 (see screenshot).
I've been kept waiting for over three weeks and new (far-fetched) evidence is being demanded every day.
I've already submitted everything: ID, credit card details, proof of address—everything.
I've been stuck on verifying my transaction history for two weeks now. Bassbet wants an Apple Pay transaction history from July 1 to July 5, 2025. Unfortunately, such proof doesn't exist, as Apple Pay only stores a few transactions in the wallet.
Contrary to this, my account (VERIFICATION TAB) states that a completely different document is required. It states: "Please upload transaction history for the used bank account for the period 01.07 - 05.08 with all
IN and OUT transactions visible including deposits to us."
I've sent all sorts of other forms of proof: proof of my bank account history, proof of Apple Pay via my Postbank banking app—everything. Nothing is accepted.
I urge you to contact a Bassbet employee to tell me exactly what is required.
This is obviously a tactic by the casino to stall me and is unacceptable.
If you need further proof, please let me know.
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6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.
- Could you please share what verification requirements the casino communicated to you recently? And share the most recent document submissions sent to the casino?
- Send the information to my email a tomas@casino.guru
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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 makes such a request, 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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6 months ago
TranslationGood day,
Thank you for accepting the case.
New documents are requested daily. I've uploaded documents there several times, and they've been rejected WITHOUT explanation.
In addition, different documents are required in the Verification tab than those required via email support.
The required documents change almost daily in the Verification tab on the Bassbet.com website.
The current requirement is: "Please provide us with bank statement showing ApplePay deposits for the period 01.07 - 05.08
with all IN and OUT transactions visible including deposits to us."
I've uploaded this proof three times now and sent it by email. All deposits are documented there. After a few hours, the proof disappears from the verification tab, and I have to upload it again.
I will also send you the proof (screenshot of the required documents + bank statements) again by email.
I continue to ask for your help.
Best regards
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6 months ago
TranslationGood day,
Why don't I have an answer here yet?
The casino has verified the account. However, nearly €9,500 remains unpaid because withdrawals are not being processed or are being processed late.
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6 months ago
Hello bossberger,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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6 months ago
Thanks for your patience, replies, updates, and the information shared via email.
If your issues with delayed withdrawals are ongoing, please share screenshots of your payouts found in your transaction history in your player's profile as evidence.
Send the information to my email at tomas@casino.guru
Looking forward to your reply.
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6 months ago
TranslationGood day,
Thanks for the info. I'm currently still waiting for some payouts. I'll let you know if there are any further delays.
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6 months ago
Understood.
If there are any delays or other developments you won't be able to resolve with the help of casino support, please let me know.
If you believe our intervention isn't necessary, you can opt to mark the complaint as resolved.
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5 months ago
Dear bossberger,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
