The player from Germany had requested a withdrawal three weeks ago after winning €500 from a €75 deposit. Despite not having used any bonuses, he encountered constant delays and evasive responses from support regarding account verification and his payout. We had requested additional information and communication records to investigate the issue further. However, due to the player's lack of response to our inquiries and reminders, the complaint was closed at that time. The player retained the option to reopen the complaint if he chose to resume communication.
BassBet Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €500
BassBet Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
I played without a bonus or anything like that, deposited €75 via paysafecard, and ended up with €500 which I withdrew. Since then, I've been getting the runaround from support every day with different excuses. It's already been three weeks and nothing has happened; they don't want to verify my account, and there are no clear answers from support.
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2 months 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.
Stay safe.
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2 months ago
Dear hamkev,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To better understand the situation, please allow me to ask you a few questions:
- Could you please clarify the exact date when you requested the withdrawal?
- Have you made any successful withdrawals in the past?
- Have you received any specific communication from the casino regarding the status of your withdrawal?
Your answers will help us review your case more thoroughly.
I hope we will be able to assist you in resolving this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Petra
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2 months ago
TranslationHello, thank you for the quick response. The payment was made on February 2nd, 2026.
No, this would be my first withdrawal from this casino.
The support team told me all sorts of things, and 8-9 days ago they told me the payout had been processed – in my opinion, just excuses.
I came across the casino through a streamer, and I told him about it. He said he would contact his representative at Bass Bet, but so far that hasn't helped; the payout status has been stuck since day one.
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2 months ago
Dear Hamkev,
Thank you for your reply and for providing the previous details.
To help us review your case accurately, could you please clarify the following:
- Which payment method did you choose to withdraw your winnings? Was it the same one you used for your deposit?
- Did the support team provide any reasons for the delay in processing your withdrawal?
- Have you experienced any issues with your payment method aside from this withdrawal request?
- Could you provide any additional communication you have had with the casino? This can include screenshots, emails, or chat records.
You can send all documents to petra.h@casino.guru or post your screenshots directly to this thread.
Thank you again for your cooperation. Your answers will help us review your case more effectively.
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1 month ago
Dear hamkev,
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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1 month 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,
Petra
Casino.Guru
