BassBet Casino - Player's withdrawals have been delayed and account status reset.

Salve, il 25 agosto ho vinto complessivamente 12.000€ su bassbet, circa 10000 alla slot mental del provider nolimit

https://nolimitcity.com/replay/zohugahaponiraheyakumunepihigiketanoputadibihahugi

i 2000€ rimanenti li ho vinti sul casino live giocando al crazy time, essendo utente vip di livello 4 ho proceduto ad inoltrare una richiesta di prelievo da 1000€ al giorno e dopo meno di 48 ore mi sono stati approvati 2000€ di prelievi nello stesso giorno per poi subito dopo ricevere un email dal dipartimento kyc per la verifica dell'identità che mi informava anche del blocco dei prelievi.

Ho caricato prontamente i miei documenti nell'apposita pagina per la verifica dell'identità ma sia la carta d'identità che la patente di guida mi sono stati respinti perchè mancavano circa 5 giorni alla scadenza, mentre l'estratto conto bancario e la bolletta della mia utenza domestica veniva correttamente approvata. Il 9 settembre ho ricevuto una nuova patente di guida ed ho caricato le foto nella pagina dedicata del loro sito. Il 10 settembre hanno rimosso le limitazioni nel mio account ed hanno approvato 2 prelievi da 1000€ quindi ho provato a richiedere un nuovo prelievo ed ho scoperto che hanno resettato interamente il mio livello vip al livello 0 come se non avessi mai giocato su questo casinò e ridotto il mio limite di prelievo a 500€ al giorno invece di 1000 oltre al fatto che non mi approvano più nessun prelievo. attualmente ho 3 richieste di prelievo in corso, 2 da 1000€ e 1 da 500€ e 5500€ di saldo residuo, sto cercando di prelevare interamente il mio saldo dal 25 agosto ma come ho già accennato il casinò ha smesso di approvare i miei prelievi e non posso nemmeno richiederne altri per via del limite delle 3 richieste di prelievo in sospeso.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have experienced with your withdrawals.

Regarding the change to your VIP level and the associated withdrawal limits, please understand that we are unable to ask the casino to restore or adjust a player's VIP status. Casinos generally have discretion over their VIP programs, including the conditions for assigning or changing individual tiers.

However, we can look into the delayed withdrawals and your remaining balance. Could you please clarify when exactly the three currently pending withdrawals (€1,000, €1,000, and €500) were requested?

Also, does your verification page currently show that your verification has been fully completed, with no additional documents requested?

I hope we can help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Attila

Salve, la verifica dell’account risulta completata dal 10 settembre, dopo diversi solleciti tramite il mio account manager sabato 19 settembre hanno approvato contemporaneamente 3 prelievi per un totale di 2500€. Ho richiesto altri 3 prelievi da 500€ ciascuno ed il saldo residuo da prelevare è 5500€. Tenga a mente che a causa della procedura kyc i prelievi per il mio account erano disabilitati per cui sono stato in grado di inserire una richiesta al giorno fino al massimo di 3 dopo che i documenti sono stati approvati. Prima che arrivasse questa vincita i miei prelievi richiedevano 24/48 ore mentre ora è stato necessario contattare l’account manager ma non sono più un utente vip quindi dopo diverse lamentele a titolo di cortesia ha contattato il dipartimento competente per sollecitare l’elaborazione dei prelievi in corso. Dal momento che le vincite sono state generate oltre un mese fa chiedo di intervenire in modo che il casinò elabori in tempi accettabili i restanti prelievi fino ad estinzione completa del saldo

Thank you for the update. I understand that the verification has now been completed and that some of your withdrawals have since been successfully processed.

To better understand the current situation, could you please clarify when exactly the three currently pending €500 withdrawals were requested?

Also, how long did the withdrawals approved on September 19 take to be processed, and were they made using the same payment method as your current requests?

Thank you for your patience and cooperation.

Best regards,

Attila

Salve, dei tre prelievi da 500€ richiesti in data 19- 20-21 settembre hanno approvato quelli del 20 e 21 settembre il 25 settembre, ho proceduto ad inserire due nuove richieste di prelievo il 25 ed il 26 settembre. Il totale da prelevare al momento è 4500€, tutti i miei depositi sono stati effettuati con bonifico bancario revolut ed ho richiesto i prelievi sullo stesso metodo di pagamento

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

salve, sono stati elaborati ulteriori prelievi, il saldo residuo da prelevare è 3000€

Dear Darz1991,

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 BassBet Team,

I would like to kindly ask you to assist with this complaint and clarify the payment schedule for the remaining funds.

Darz1991 reports that further withdrawals have been processed, with €3,000 still to withdraw. Please confirm the current outstanding balance and pending withdrawal status, explain any remaining processing delay, and provide the expected schedule for paying the remaining amount.

Thank you in advance for providing the information.

Dear all,

Thank you for contacting us.

We would like to point out that the withdrawal requests in question have already been paid.

We would like to draw your attention to the following point of the General Terms and Conditions, which player accepted when creating his account on our website:

6.11:- All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

6.12: The customer's VIP level is determined by the activity during 90 (ninety) calendar days prior to the submission of the withdrawal request and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a customer who hasn't been actively placing bets for a month is automatically lowered to the lowest level.

We hope this clarifies the matter for you! 

Kind regards,

BassBet Casino Team.

Thank you BassBet Casino Team, for the good news and update!

Dear Darz1991

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Darz1991,

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,

Martina