The player from Belgium reported an unexplained restriction on his BassBet account, which prevented the withdrawal of €5,316.50. He outlined several legal and contractual points supporting his claim for immediate processing of the withdrawal, stating that he had complied with all terms and had not breached any rules. He demanded a written response within five business days to resolve the issue. However, due to a lack of response to inquiries from the Complaints Team, the complaint was closed, with the option for the player to reopen it in the future if he chose to resume communication.
BassBet Casino - Player's withdrawals are blocked.
Closed
Our verdict
Player stopped responding
Amount: €5,300
BassBet Casino
Safety Index:HighCase summary
Discussion
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5 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 makes such a request, do not share any information.
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Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BassBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Do I understand correctly that you have access to your account, and only the withdrawal section is blocked?
- What is the exact date when you first noticed the restriction on your withdrawals?
- Have you made any successful withdrawals in the past?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
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5 months ago
Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.
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5 months ago
Dear Anarchist1000,
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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4 months 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,
Natalia
Casino.Guru
