The player from Germany faced significant delays in withdrawing €2,200 from Bassbet since April 28, 2025, despite having completed the wagering requirements. The casino continued to request additional verification documents one by one, leading to frustrations as submitted documents were rejected, totaling over three weeks without a successful payout. After extensive communication, the player's withdrawals were eventually processed, and he confirmed that the funds had arrived in his bank account. The complaint was marked as resolved by the Complaints Team, who expressed gratitude for the player's cooperation.
BassBet Casino - Player's withdrawal is delayed with repeated document requests.
Resolved
Our verdict
Case closed
Amount: €2,200
BassBet Casino
Safety Index:HighCase summary
Discussion
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10 months ago
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I deposited €100 at Bassbet on April 26, 2025, and used a bonus. I successfully completed the wagering requirement on April 28, 2025.
Then, on April 28, 2025, I attempted a withdrawal for the first time. It was automatically canceled on April 29, 2025. According to Live Support, there seems to be a processing delay on my payment provider's side (Image 1).
Strangely enough, deposits ALWAYS work within seconds using this method. However, they ask for a little patience while my withdrawal continues to be processed and that the process is completed as quickly as possible.
Now I've waited a few days, and still nothing has happened. On May 5, 2025, I contacted live support again, and they said, and I quote: "As far as I can see, the process is running smoothly, no issues have been identified, and your money will be credited to your account as soon as possible. There's absolutely no reason to worry, I assure you, because I've double-checked." (Image 2)
Now things are really getting started.
An hour later that same day, something popped up for the first time in the verification category. The following is required: proof of bank account ownership and a picture of the bank statement. (Image 3) I successfully uploaded this.
After two days (on May 7, 2025), in full hope that a payout would be made, the next problem arose. I was suddenly asked to upload two more documents: proof of identity and, once again, proof of bank account ownership. (Image 4) I investigated these issues and successfully uploaded both documents. I also explicitly asked live support again, and they said, and I quote: "Everything is fine so far. Please be patient for a maximum of two more days until your verification is complete, and then you will receive your payout." (Image 5)
I have to say, the casino is doing this cleverly, deliberately, and intentionally to delay the money transfer for as long as possible. Why do they always tell me which documents are required in individual stages instead of all at once so that the verification can be completed as quickly as possible? Well, that's a different topic.
On May 12, 2025, I checked again, and what can I say? Now they require a transaction history that I've used over the past 3-6 months with the same payment method I used to deposit on the casino site. (Image 6) I complied with this request and successfully uploaded it.
On May 13, 2025, one day later, they also requested a transaction history for the entire month of April in PDF format. (Image 7)
This document was rejected a day later, and the same one was required again. And this continues day after day. It is rejected even though it is exactly what is needed.
I'm fed up. First they always want to tell me in small steps what I have to upload, and when I upload them they are simply rejected.
Then, on May 20, 2025, I asked Live Support again, as I often do, and they said, and I quote: "Our finance department has informed me that it is necessary to resubmit the document because it appears to be damaged or corrupted and cannot be opened" (Image 8).
The only corrupt thing is this casino site, and now I don't know what to do. I even asked again if I could upload the documents via email, and I was told it was possible (Image 9).
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10 months ago
Dear myrulez92,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
- Could you please advise which documents you have already provided and when exactly did you send the last one?
- Do I understand correctly that verifying your transaction history for the month of April seems to be the only issue?
- Do you download new transaction history from your internet banking every time you are requested to resubmit it, or do you provide the same copy each time?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Katarina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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10 months ago
TranslationHere again in the appendix picture 6 - picture 9, since only 5 were allowed when applying.
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10 months ago
TranslationI successfully uploaded almost all of the requested documents, as they weren't requested again after completion. The last thing they require, as you can see from the images, is a transaction history for the entire month of April. I even uploaded it via email and the casino website, but it's always rejected.
That's right, the only problem is that the transaction history for the entire month of April isn't accepted. The rest is already fully verified.
Yes, I saved the documents on different days. And I always upload different files. Sometimes in ascending order from April 1, 2025 to April 30, 2025, and once in descending order from April 30, 2025 to April 1, 2025. I also once created two files; one document contained the transaction history from April 1, 2025 to April 15, 2025, and the other from April 16, 2025 to April 30, 2025. Everything was always rejected. So never the same copy, because they claim they're always damaged and corrupt. You could always just say that to avoid making a payout.
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10 months ago
TranslationIf picture 1 to picture 5 did not appear in the application, I will send them here again personally
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10 months ago
TranslationI also have to correct you. It's not €100 as you stated, but my account at this casino has €2,200 that I would like to withdraw. Two withdrawals of €500 each have been pending since April 28 and 29, and I still have a remaining balance of €1,200 in my account.
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10 months ago
Dear myrulez92,
thank you for your messages and screenshots provided.
- Have accumulated your winnings with the help of bonus, please?
- Have you previously made a successful withdrawal from this casino?
- Have you received any update on the status of the April's bank statement and its acceptability, please?
Looking forward to your reply.
Katarina
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10 months ago
TranslationDear Katarina
- Winnings were accumulated using the bonus, but this bonus was successfully wagered and the bonus conditions were met
- Have not had a withdrawal from this casino before
- It seems that my account is now fully verified, I was informed via live support that nothing should stand in the way of my withdrawals now (picture is attached).
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10 months ago
TranslationStill nothing is happening, although their quote was on 07.05.25 it only takes 2 days, meanwhile the whole process is dragging on for a whole 30 days
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10 months ago
TranslationYesterday, I inquired again and was explicitly told that my withdrawals were in the final stages and that the withdrawal process had long since exceeded the timeframe. (Image 1) I was also confirmed again that my account was fully verified. (Image 2)
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10 months ago
Dear myrulez92,
thank you for your reply. My apologies for the late reply, I was on a sick leave and unable to respond.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. All information not previously disclosed in this thread. This includes emails, live chat transcripts, and any accompanying screenshots.
Looking forward to your reply.
Katarina
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10 months ago
TranslationDear Katarina, first of all I hope for a speedy recovery,
I have sent you all the screenshots via email.
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10 months ago
TranslationI wanted to let you know that there is progress. All my withdrawals have been completed on the casino site, but there is nothing in my bank account yet.
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10 months ago
Dear myrulez92,
Thank you for reaching out to us.
We apologize for the delay, and we are truly sorry for the trouble that may have been caused.
I am happy to confirm that your withdrawal has been processed, and the money has been sent from our side.
The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.
If you have any more questions let us know.
Best Regards,
BassBet Casino Team
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10 months ago
TranslationEverything arrived in my bank account. This complaint can be closed successfully. It was a difficult and tough process, with difficult and lengthy communication with live support. But in the end, everything was paid out, even though it took a very long time. I would like to thank everyone involved in this complaint.
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10 months ago
BassBet Casino Team,
thank you for your assistance.
Dear myrulez92,
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,
Katarina
Casino.Guru
