The player from Germany had requested a withdrawal of €499 two weeks ago and followed up with a second payout request for the same amount, but he had only received vague responses about the withdrawal process. Despite confirmation that KYC was not required, he faced delays without clear reasons. The issue was resolved when the player received the first withdrawal amount today, and he marked the complaint as resolved. We confirmed the resolution and thanked him for his cooperation.
BassBet Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
BassBet Casino
Safety Index:HighCase summary
Discussion
Public
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6 months ago
Translation
Hello everyone,
I made a deposit of €10 and lost it.
I then had a bonus that I used and had over €1000 available for withdrawal.
I then requested a payout of €499.
And the next day I requested a second payout of another €499.
Then a few days passed and I asked because nothing happened.
Since then, I've only been put off.
Without giving a reason.
I should stay calm my money was in the process of being paid out.
Asked again after a week and got the same answer.
I followed up again today and got the same answer.
KYC is not required from me.
Automatic translation:
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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 allow me to ask you a few questions so that I can understand the whole situation.
Have you made any successful withdrawals before?
Could you please send me a link or a screenshot of the bonus you activated and played with? Was it a deposit bonus or a free bonus?
What types of games did you play?
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.
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6 months ago
TranslationGood morning,
I haven't made a withdrawal from Bassbet yet, this is the first one.
I don't have a direct link to the bonus, but it was a deposit bonus.
I played slots.
Greetings Björn
Automatic translation:
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6 months ago
Thank you for your response. Please forward me all the communication between you and the casino customer support regarding the delay in processing your withdrawal requests at veronika.f@casino.guru. I appreciate your patience and cooperation.
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6 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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6 months ago
TranslationThe first amount (499€) was transferred today 😊👌
Automatic translation:
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6 months ago
Dear huhu1312,
My name is Martina and from now on, I will assist you with resolving your complaint. I am so glad to hear that the things are moving forward. Please keep me informed when the next money arrive as well as if there is any delay again.
Thank you
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6 months ago
TranslationSecond amount of (499€) was also transferred.
Thank you
Automatic translation:
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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 huhu1312,
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,
Martina
