BassBet Casino - Player's withdrawal is being unjustifiably delayed.

Hello, i have pending withdrawal of 500 euro since december 15th 2025. My total account balance is 5.008 euro. My account is fully KYC Verified.

Despite repeated communications via Live Chat (screenshots attached) the company (Stellar Ltd) is unjustifiably delaying the withdrawal aprroval, using excuses about "high volume of requests."

I informed them on December 23rd that this delay is a breach of their terms and conditions, and that i would file a complaint. Their tactic of delaying a 500 euro withdrawal while i have 5.000 euro in my balance seems intentional.

(i have attached some screenshots of my withdrawal and the date, balance account, KYC verified, Live chat and trustpilot review)

I am requesting CasinoGuru's mediation for the immediate resolution of this issue and the payment of my winnings.

Thank you.

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.

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 I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a 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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Γεια σου Τόμας, ευχαριστώ για την απάντηση.

Για να είμαι ακριβής στις ερωτήσεις σου:

Προηγούμενες αναλήψεις: Ναι, έχω κάνει επιτυχημένες αναλήψεις στο παρελθόν και ολοκληρώνονταν πάντα μέσα σε 5 ημέρες. Είναι η πρώτη φορά που αντιμετωπίζω τέτοια καθυστέρηση, τώρα που το ποσό είναι μεγαλύτερο.

Χρήση μπόνους: Όχι, τα κέρδη προήλθαν από δική μου κατάθεση (Real Money) χωρίς μπόνους.

Επίσης, θα ήθελα να επισημάνω δύο σοβαρά θέματα:

Τα όρια ανάληψης: Το καζίνο με περιορίζει σε αναλήψεις των 500€. Με συνολικό υπόλοιπο 5.000€ και καθυστέρηση 15 ημερών για την πρώτη δόση, θα χρειαστούν πολλοί μήνες για να πάρω τα χρήματά μου.

Αδικαιολόγητη καθυστέρηση: Εφόσον είμαι ήδη ταυτοποιημένος από τις προηγούμενες αναλήψεις μου και το chat με διαβεβαιώνει ότι ο λογαριασμός είναι εντάξει, η καθυστέρηση των 15 ημερών (από 15/12) είναι σκόπιμη.

Παρακαλώ για τη μεσολάβησή σας ώστε να επιταχυνθεί η διαδικασία και να εξεταστεί η αύξηση των ορίων μου λόγω του μεγάλου ποσού.

Σας ευχαριστώ.

I have uploaded the requested screenshots as evidence.

Here is a summary of the situation based on the images:

Previous Withdrawals (Screenshots of July): The images clearly show that I successfully withdrew funds back in July 2025. This proves my account was fully KYC Verified months ago.

Legitimate Win (Viking Forge Screenshot): The screenshot shows a legitimate win on the "Viking Forge" game, confirming the winnings were from Real Money (not a bonus) and won fairly.

Pending Withdrawal vs. Deposit: The final image shows the €500 withdrawal has been pending since December 15th, 2025 (15 days now), right after the deposit.

The casino has no valid reason to delay the payment. They are intentionally stalling because the total amount in my balance is significant (€5,000).

I kindly ask for your immediate mediation to process this payment and resolve the matter quickly.

Thank you very much.

Thanks for sharing the evidence with me.

Did the casino process one or more of your payouts since your last post?

Please let me know.

Hello Tomas and happy new year,

No, the casino has not processed any withdrawals since my last update. The €500 withdrawal from December 15th is still "Pending" after 23 days.

I also need to emphasize that I have a scheduled trip to Spain on January 24th and I urgently need these funds. Based on their usual 3-5 day timeframe, I should have received at least €2,000 by now. Instead, they haven't even approved the first €500.

I am very concerned and I kindly ask you to proceed with the official mediation as soon as possible.

Thank you.

Dear heavenspy,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear heavenspy,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from BassBet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear BassBet Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello all!

Dear heavenspy,

We would like to kindly inform you that we have forwarded the matter to our relevant team and we will have updates for you as possible.

Thank you so much for your patience and understanding.

Best regards,

Bassbet Team

Hello Samuel,

Thank you for involving the casino representative.

The casino's response is vague and generic. It does not provide any specific information or timeframe, which has been their tactic for the past 26 days.(almost a month)

I kindly remind them of the following facts (with proof already uploaded):

I have been KYC verified since July 2025 (I have successfully withdrawn before). The casino has been avoiding a clear answer regarding my verification status for 2 weeks now, promising an email they never sent.

The win is from Real Money (Viking Forge slot), not a bonus.

Based on their own 3-5 day timeframe, I should have received €2,500 by now.

I need the funds by January 24th for my trip to Spain.

I kindly ask Bassbet to provide a concrete date of payment for the first withdrawal, and also to clarify the process for the remaining €4,500 balance, as requested in my previous messages.

Thank you.

Dear heavenspy and BassBet Casino,

heavenspy, thank you for the detailed update.

BassBet Casino, to help us move this complaint forward, please clarify where exactly the issue lies with the pending withdrawals. The player’s account is fully KYC verified, and the funds in question are real money winnings, not bonus funds. We would like to understand:

• Whether there is any internal processing delay,
• Any additional verification required, or
• Any other factor preventing the release of funds.

Understanding the exact point of delay will allow us to assist the player effectively and ensure the withdrawals are completed.

We appreciate your cooperation and look forward to your clarification.

Dear heavenspy,

Thank you for your patience.

We kindly inform you that the appropriate documents have been requested and you may find and send to them from the Verification tab of your account. If you have any questions regarding the documents needed, do not hesitate to contact us.

Thank you so much for your cooperation.

Best regards,

Bassbet Team

Hello Samuel,

I would like to point out how absurd this situation is. Bassbet remembered to ask for these documents after a whole month (31 days) of waiting.

As I have already proven with my screenshots, I have successfully made withdrawals and deposits in the past without any verification issues. It is clear that they are just trying to stall even further.

I have already uploaded the documents for my current, active card, which was used for the recent deposit and the winnings. I cannot provide documents for old, inactive cards that my bank has canceled for security reasons.

Please inform the casino that I have provided the correct and active documents. I demand an immediate review and the processing of my payment, as my trip is now only 9 days away.

Thank you for your support."

Hello heavenspy,

thank you for your update and for explaining the situation in detail. I understand how frustrating this delay is, especially with your upcoming trip.

BassBet Casino, please carefully review the player’s submission. He has already uploaded the correct documents for the active card used for the recent deposit and winnings. I kindly ask you to check thoroughly and see if there is any way to process the withdrawal promptly. Please also provide a clear timeframe for the first payment and advise on the remaining €4,500 balance.

heavenspy, once the casino responds, please let us know so we can continue monitoring and move this complaint toward resolution.

Thank you both for your cooperation.

Dear all,

Thank you so much for your patience.

We would like to inform you that the relevant team is checking on it, we will have updates the soonest.

Thank you for your understanding.

Best regards,

Bassbet Team

"Hello Samuel,

The casino's response is unacceptable. It has been 37 days since my withdrawal request and 6 days since I uploaded the documents they asked for.

Telling me to 'be patient' while I am traveling to Spain in 72 hours is a mockery of this process. There is no technical reason why a simple document check takes 6 days.

I kindly ask you to set a final 24-hour deadline for the casino to complete the verification and process my first payment. If they don't, it is clear they are acting in bad faith."

Dear heavenspy,

Thank you for your patience while our team processed your documentation. We sincerely apologize for the delay in completing your account verification.

Our KYC department has reviewed your recent submission, but we require a new set of photos for the *card ending in 6003. The photo previously provided was only of the back of the card and was too blurry to be accepted.

To finalize your verification, please provide high-quality photos of both sides of the card, following these security guidelines:

-Front of the Card: The first 6 and last 4 digits of the card number must be clearly visible. Please cover the middle 6 digits for your security.

-Back of the Card: The photo must be clear and the CVV code must be covered.

Please ensure that all four corners of the card are visible in the photos and that the text is sharp and readable.

Thank you for your cooperation, and we look forward to finalizing your account status.

Best regards,

Bassbet Casino Team

Samuel,

I need to clarify the absurdity of this situation. Bassbet is demanding documents for a 'ghost card' (ending in 6003) used only once, a long time ago.

My bank has already closed three different cards of mine (including 6003 and two others) for security reasons due to casino transactions. I do not have physical or digital access to these cards anymore. Bassbet’s system never allowed me to remove these inactive cards from my profile.

I have re-uploaded high-quality photos of my active card (ending in [5572]), which is the sole source of my €5,000 winnings. I cannot provide documents for cards that no longer exist.

Today marks 41 days of waiting (since December 15th). My total deposits in this casino are very close to the €5,000 amount I am withdrawing, which means they are essentially withholding my own capital.

If the casino still refuses to cooperate and verify my account with the correct documents I provided, I will have no other choice but to contact my bank (Eurobank) and initiate a chargeback for all my deposits due to fraud and intentional non-payment of winnings.

I am flying to Spain tomorrow and this delay has caused me significant distress. Please force them to accept the legal and current documents I have provided."

Samuel,

I have now uploaded all the final evidence:

High-quality photos of my active card(ending in [5572]).

Photos of my ID.

Screenshot of my Eurobank App showing my full name, IBAN, and the transaction details.

This confirms 100% that the money came from my personal, verified account. I have been waiting 41 days. This is my last attempt to resolve this before initiating a chargeback with my bank.

I am flying to Spain tomorrow. Please force them to process the payment today.

Thank you.

Hello heavenspy,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel 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 Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear heavenspy,

Thank you for your detailed message. We understand your frustration regarding the timeline of this process and the difficulty in accessing older card details; however, we must clarify why this specific document is required to finalize your withdrawal.

Regulatory Requirement for Card 6003 - Our KYC (Know Your Customer) and Risk departments have confirmed that the card ending in 6003 was used to deposit funds onto our website in October 2025. Under our licensing regulations and standard AML procedures, we are legally required to verify the ownership of every payment method used on the account, regardless of whether that card is currently active or was used for the most recent winning session.

Regarding the Current Delay, we assure you that there is no intention to withhold your capital. However, we cannot bypass the verification of a previously used payment method as it is a fundamental security requirement. Once the ownership of the 6003 card is verified, the final review of your €5,000 withdrawal can be completed.

Best regards,

Bassbet Team

Dear Bassbet , Samuel (or new Resolver),

I need to explain the reality of my situation. My primary bank account is my payroll account. Because of my deposits to Bassbet, my bank's security system repeatedly blocked and closed my cards to protect my payroll funds.

My first two cards were closed by the bank for security reasons.

I then used card 6003 (a secondary card) as a temporary solution, but that was also blocked and canceled by the bank shortly after.

I was finally forced to issue a brand new card for my payroll account, which is my current, verified card used for the winnings.

I do not have card 6003 anymore. It was a one-time alternative that the bank terminated. Bassbet is now using the bank's own security measures against me to avoid paying my €5,000.

Furthermore, I want to point out the paranoia of this situation: Why has the verification process been stalled for over a week? No reputable casino does this. It is clear that this is a deliberate delay tactic. After reading reviews on Casino Guru and Trustpilot, I see that Bassbet systematically delays payments for months.

This is pure harassment. I have provided my current payroll card and bank statements. I won fairly, and I demand my payment now. If this is not resolved immediately, I will escalate this to the Anjouan Gaming Authority and Hellenic Gaming Commission for illegal practices in Greece and take legal action.

Hello everyone,

thank you for the detailed updates.

BassBet Casino, this case has now reached an unacceptable length. The player has clearly and consistently explained that the card ending in 6003 was permanently closed by the bank due to security measures and is no longer accessible in any physical or digital form. This is not a matter of unwillingness, but of objective impossibility.

The player has already provided:

• high-quality photos of the currently active and verified card used for the winnings,
• valid identification documents, and
• official bank app screenshots confirming ownership, name, and transaction history.

At this point, repeatedly insisting on verification of a defunct payment method that cannot be accessed anymore is not moving the case forward and is effectively blocking the withdrawal indefinitely. This is not a reasonable or proportionate approach, especially after more than 40 days of waiting.

Please clarify the following without further delay:

1. Can the verification be finalized based on the currently active and verified payment method, given the documented closure of the old card by the bank?
2. If not, please explain what realistic alternative the player can provide for a card that no longer exists.
3. Provide a clear and concrete timeframe for resolving the verification and processing the €5,000 withdrawal once this point is addressed.

heavenspy, thank you for your patience and for providing extensive documentation. I understand the seriousness of the situation and the pressure caused by the prolonged delay. I will continue to push for a clear resolution.

BassBet Casino, I kindly ask you to reassess this case with urgency and proportionality so it can finally move toward closure.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Samuel , thank you for the extension, but the situation has reached a point of total bad faith. The casino rejected my primary card again today , but this time without providing any reason or feedback at all. The system simply asks for verification again.

This time they have stopped asking for the 6003 card, which proves that their previous excuse was just a stalling tactic. I have provided high-quality photos and bank statements for my current card , yet they keep rejecting it in a "loop" to avoid paying the 5.000 euro.

After 60 days of waiting, it is clear they have no intention of cooperating. I kindly ask you to intervene demand a specific explanation for these rejections, or proceed with closing the case as Unresolved as soon as the timer expires.

Samuel, emergency update! The casino just cancelled my €500 withdrawal and sent me a generic automated email. They claim it might be a 'technical error' or 'pending verification', while they are the ones constantly rejecting my documents for 60 days without reason.

Most importantly, they are now blocking me from making a new withdrawal request on the site. They are using automated excuses to stall further. This is a clear manipulation of the process.

I am uploading the following evidence:

1.The cancellation email I received from Bassbet today, claiming a 'technical error' while I am still unverified.

2.A screenshot showing that the casino has now blocked my ability to make a new withdrawal request entirely.

3.The high-quality photos of my ID and card that I sent to them, which they keep rejecting without reason.

As you can see, the photos are perfect. The casino is clearly lying to stall the process. They are holding my €5,000 hostage and preventing me from even attempting a new withdrawal. Please take immediate action as they are mocking the mediation process."

Hello everyone,

thank you, heavenspy, for the update and for sharing all the evidence.

BassBet Casino, the player has now submitted valid and clear documentation for the active card, yet withdrawals are still being rejected or blocked without explanation. This cannot continue.

I kindly but firmly ask you to clarify without further delay:

• Why the active and verified card is being rejected.
• Why the €500 withdrawal was canceled.
• Why the player is blocked from submitting new withdrawal requests.
• How you plan to resolve the pending withdrawal and unblock the player.

Please respond directly in this thread so both the player and I can see the explanation.

Dear heavenspy,

We kindly inform you that your account has been verified successfully.

You may start conducting your withdrawal requests.

Thank you so much for your patience and excuse us for the inconvenience caused from this delay.

Kind regards,

Bassbet Team

Hello everyone,

thank you, BassBet Casino, for confirming that the account is now verified. However, your response did not address the previous questions regarding the cancelled €500 withdrawal or why the player was blocked from submitting new requests, so it’s not fully clear how the situation stands.

heavenspy, please let me know how your withdrawals are progressing now and if you are able to submit and receive them without issues.

"Samuel,

First of all, I would like to thank the BassBet team for finally verifying my account and for the apology. However, I agree with you that the 66-day delay and the previous blocking remain unexplained.

Current Status:

1. I submitted my first withdrawal request of €500yesterday. It is currently 'Under Review'. I understand the typical 3-5 business days timeframe, but I will NOT close this complaint until the funds actually appear in my Eurobank account.
2. I still have €4,500 in my balance. Given that the casino made me wait for over 2 months, I kindly ask them to increase my withdrawal limits so I can receive my total winnings faster, instead of waiting months for small increments of €500.

Please keep this case open until the full €5,000 is settled."

Hello everyone,

thank you, heavenspy, for the update. I understand your position, and I confirm that I will keep the complaint open and continue monitoring the situation until the withdrawals are actually received.

BassBet Casino, could you please provide us with some clarification regarding the previous delay and confirm the expected timeframe for the currently pending withdrawal? Additionally, considering the long waiting period the player has already experienced, please let us know whether it would be possible to accommodate the player’s request for faster payouts or higher withdrawal limits.

I will wait for your response and further updates from both sides.

Dear heavenspy,

We would like to deeply excuse us again regarding this delay caused but as you understand, the KYC Team wanted a particular document to be sent which caused this big delay. Unfortunately, we can not change the withdrawal limits but we inform you that you may have up to 3 pending withdrawal requests so you may conduct another withdrawal request for today.

Lastly, we are in contact with our payments team so to help you with your withdrawals to be completed as soon as possible.

Thank you so much for your understanding.

Best regards,

Bassbet Team

Samuel, a quick and positive update:

α

I would like to thank the BassBet team for enabling the option of three pending withdrawals simultaneously. I have now submitted a total of three requests (€500 each, total €1,500).

However, I must clarify that I am still waiting for the approval of my first withdrawal request from February 19th. It has been 7 days and the status remains 'Under Review'.

I kindly ask the casino to approve all three pending requests immediately so I can receive the funds in my Eurobank account. I still have €3,500 remaining in my balance, and I will keep this case open until the full amount is settled. Thank you.

Hello everyone,

Thank you, BassBet Casino, for the update and for your help with the withdrawals.

Thank you, heavenspy, for providing the details and for keeping me informed. Please let me know how things progress once you receive the withdrawals.