The player from Germany had requested three withdrawals of €500 from Bassbet since May 31, 2025, but had not received any funds or communication regarding verification. He had contacted live chat daily, only to receive automated responses about the delay. The issue was resolved after the player confirmed satisfaction with the outcome, leading to the complaint being marked as 'Resolved' in the system.
BassBet Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €2,500
BassBet Casino
Safety Index 8.2 HighCase summary
Discussion
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1 year ago
Translation
Hello,
I won money on May 31, 2025, at Bassbet. I requested a withdrawal of €500 on May 31, 2025, €500 on June 1, 2025, and €500 on June 2, 2025. Since then, the withdrawal status hasn't changed, and I haven't received anything for two weeks. I haven't received a message asking if I need to verify my identity. I've contacted the live chat every day, but they keep sending automated messages and repeating that it's delayed and the finance department will process it as soon as possible.
Automatic translation:
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1 year ago
Dear Ferog36,
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 understand the whole situation completely.
Have you made any successful withdrawals before?
Have you accumulated your winnings with or without an active bonus?
What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
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
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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1 year ago
Dear Ferog36,
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 year ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Ferog36,
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,
Veronika
