BassBet Casino - Player's withdrawal is significantly delayed.

Hallo, Bassbet bearbeitet seit 23.08!!! Meine Auszahlungen nicht.

Es ist für mich unverständlich wieso nach fast 2 Monaten meine Auszahlungen immer noch ausstehend sind. Ich habe zuvor schon Mal Auszahlungen erhalten und da hat es auch 1,5 Monate gedauert und ich musste 10x nachfragen.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you selected the same payment method for your withdrawal as you used for depositing money into this casino?
• Have you used the same payment method for your previous successful withdrawal?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hallo Veronika,

Ja ich habe die gleiche Methode und Adresse gewählt von welcher ich auch eingezahlt habe. Ich zahle mit Crypto Usdt aus.

In meinem Account steht mein Account muss nicht verifiziert werden und es wurde auch keine von mir angefordert. Ich habe nur Slots gespielt.

Heute hat Bassbet alle seit 23.08. ausstehenden Auszahlungen storniert ohne Begründung. Bitte helfen Sie mir.

• Have you contacted customer support to ask about the reason why your withdrawal requests were canceled after such a long waiting period?
• Have you received any explanations or suggestions on what to do next?
• Have you tried submitting the withdrawal requests again?

If you have any communications with the casino’s customer support that could be relevant to the investigation of your case, please kindly share them with me at veronika.f@casino.guru.

Hallo Veronika,

Ich war nicht nochmal im Live Chat da dieser jedes Mal nur Zeit raubt ohne irgendwie hilfreich zu sein.

Ich habe Versucht neue Auszahlungen zu beantragen und jetzt sind Auszahlungen für mich gesperrt worden. Ich habe auch keine Aufforderung zur Verifizierung erhalten. Das Ganze geht leider schon seit Juli 2025. Ich hatte vor über 3 Monaten mehrere E-Mails verfasst weil meine damalige Auszahlungen schon 1,5 Monate ausstehend waren und da kamen auch immer nur Ausreden.

Thank you very much, Luke2000, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hallo,

Es ist immer noch alles unverändert. Auszahlungen sind immer noch ohne ersichtlichen Grund gesperrt für mich. Ich verstehe nicht wie ein Casino so operieren kann.

Dear Luke2000,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BassBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawals are still blocked and not processed?

Thank you in advance for providing the information.

Dear all,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding your case .

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

BassBet Casino

Dear BassBet Casino Team,

Thank you very much for the update!

We would appreciate it if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Luke2000,

After checking with the relevant department, we kindly ask you to upload the following documents to complete your verification process:ments to complete your verification process:

ID

Selfie holding your ID (AOS)

Proof of deposits

Proof of crypto ownership

Thank you for your prompt cooperation. 

Kind regards,

BassBet team .

Es ist unfassbar dass ich 3 Monate warten muss und noch einen Fall hier eröffnen muss um dann mitgeteilt zu bekommen dass jetzt Dokumente von mir benötigt werden. Ein Casino mit solch hoher Bewertung sollte definitiv den Kunden anders behandeln.

Dear Luke2000,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification.

Once you upload all of the documents, please let me know.

Thank you very much in advance

Dear Luke2000,

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.

Hallo,

Ich habe die geforderten Dokumente hochgeladen. Bitte beachten Sie dass mein Crypto Wallet (Trust Wallet) keine persönlichen Daten enthält. Daher habe ich einen Screenshot meiner Wallet Adresse aus der Trust Wallet App hochgeladen.

Dear BassBet Casino,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the player’s verification process.

Please let us know at your earliest convenience.

Dear all ,

We kindly inform you to upload documentation verifying crypto ownership that clearly shows the holder’s name.

All other required documents have been received and accepted.

Thank you for your cooperation.

Kind regards,

BassBet Casino team.

Hallo Bassbet, ich habe doch oben bereits geschrieben dass mein Crypto Wallet (Trust Wallet) keine persönlichen Daten enthält. Wieso ignorieren Sie meine Nachricht ?

Es gibt kein Dokument mit meiner Wallet Adresse und meinem Namen.

Einen Screenshot der meine Wallet Adresse zeigt habe ich bereits hochgeladen.

Dear BassBet Casino, is there any thing else the player can upload which supports his ownership of the crypto-wallet? Or the submitted documents are sufficient enough?

Dear all ,

We kindly inform you that we receive your documents and the verification process is successfully done.

Please recreate the withdrawals.

Kind regards,

BassBet Casino.

Hallo,

Ich habe meine Gelder von Bassbet erhalten. Vielen Dank!

Dear Luke2000, that´s wonderful! I'm so glad to hear that your money has arrived! I'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,

Martina Bennett

Casino.Guru