The player from Italy had made a withdrawal request for €500 and €300 on January 30th, but both had remained pending after two weeks. Despite having completed the wagering requirements for her bonus, customer service had continued to delay and stated that the withdrawals were in the final stage. The complaint was marked as resolved after the player confirmed the issue had been addressed.
BassBet Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €800
BassBet Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
I made the withdrawal on January 30th, but so far it's still pending. Since I loaded money, they gave me a €30 bonus, and I have to wager 35x on these bonuses, otherwise the winnings won't be credited to my real balance. After completing the requirements, my winnings became real balance. So, since they say the maximum withdrawal per day is €500, I withdrew twice, once for €500 and the next day for €300. Since they say it takes 3-5 business days to process, I waited a week. After that, I contacted customer service, but they keep telling me it's the final stage, so I still have to be patient. Can you help me get this money? Thank you very much.
Automatic translation:
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3 weeks ago
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.
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3 weeks 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 I can better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you contacted support and inquired about the reason for the delay? What response have you received?
- Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
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3 weeks ago
TranslationThanks for the reply, anyway, yes, the first withdrawal went very well, after 3 days they credited me, yes, I contacted customer support and they sent you all the chat transcripts via email
Automatic translation:
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Kring,
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,
Tomas
