The player from Italy had requested a withdrawal of 400 euros two weeks prior, which remained in processing despite multiple inquiries to customer service. After experiencing delays and a canceled withdrawal due to a payment system error, he had communicated with the casino's support multiple times. Ultimately, the issue was resolved, and he received the payment after more than a month. Upon receiving confirmation of the successful withdrawal, the complaint was marked as 'resolved'.
BassBet Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €400
BassBet Casino
Safety Index:HighCase summary
Discussion
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1 year ago
Translation
Hello, on April 1, 2025 I requested a withdrawal of 400 euros and since then it has always remained in processing, I have contacted customer service many times via chat, but the answers are always the same, they ask for patience and apologize for the delay, regarding the KYC verification, on my account it is not currently required. Small note I had already requested two withdrawals of 250 euros each on 03/24/2025, which remained in processing until April 1, when I canceled them and made the one that has now been in processing for 19 days.
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1 year ago
Dear Filisimo,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BassBet Casino.
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
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1 year ago
TranslationGood morning Tomas and thanks for the support. In the past I made a withdrawal of 100 euros processed in 3 working days, regarding the withdrawal funds, they do not come from the unlocking of bonuses.
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1 year ago
TranslationToday my withdrawal was canceled, I asked for information from support, and they told me that it was an error in the payment system, even though I had already withdrawn with the same system which is also the same one I used to make the deposits, I made a new request via bank transfer as recommended by them, now I'm waiting again, this story seems to have no end.
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1 year ago
Dear Filisimo, Thank you very much for the update.
We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
If the issue persists, please save any recent communication between casino support and you for us to review. My email is tomas@casino.guru
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1 year ago
TranslationGood morning, today I contacted them and sent you the conversation, I'll wait and update you. Greetings.
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1 year ago
TranslationToday I tried to contact support again, but I think they don't have efficient communication between departments. 
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1 year ago
TranslationGood morning, today I tried to contact support again, nothing new, the usual words and the usual excuses. 
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1 year ago
TranslationGood morning, another chat, more excuses, who knows if I'll see the money. 
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12 months ago
TranslationGood morning, today I received the payment, after more than a month. Thanks for the support, you can close the complaint.
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12 months ago
Dear Filisimo,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
