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Hello, on April 1, 2025 I requested a withdrawal of 400 euros and since then it has always remained in processing, I have contacted customer service many times via chat, but the answers are always the same, they ask for patience and apologize for the delay, regarding the KYC verification, on my account it is not currently required. Small note I had already requested two withdrawals of 250 euros each on 03/24/2025, which remained in processing until April 1, when I canceled them and made the one that has now been in processing for 19 days.

Salve,giorno 1 Aprile 2025 ho richiesto un prelievo da 400 euro e da allora è sempre rimasto in elaborazione,ho contattato tante volte il servizio clienti tramite chat,ma le risposte sono sempre le stesse,chiedono pazienza e si scusano per il ritardo,per quanto riguarda la verifica KYC,sul mio account al momento non è richiesta.Piccolo appunto avevo richiesto già due prelievi da 250 euro ciascuno giorno 24/03/2025,rimasti in elaborazione fino a giorno 1 Aprile,quando li ho annullati ed effettuato quello che ora è in elaborazione da 19 giorni.

Dear Filisimo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BassBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?

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,

Tomas

Good morning Tomas and thanks for the support. In the past I made a withdrawal of 100 euros processed in 3 working days, regarding the withdrawal funds, they do not come from the unlocking of bonuses.

Buongiorno Tomas e grazie del supporto.In passato ho effettuato un prelievo da 100 euro evaso in 3 giorni lavorativi,per quanto riguarda i fondi del prelievo,non provengono dallo sblocco di bonus.

Today my withdrawal was canceled, I asked for information from support, and they told me that it was an error in the payment system, even though I had already withdrawn with the same system which is also the same one I used to make the deposits, I made a new request via bank transfer as recommended by them, now I'm waiting again, this story seems to have no end.

Oggi il mio prelievo è stato annullato,ho chiesto informazioni al supporto,e mi dicono che si è trattato di un errore del sistema di pagamento,nonostante avessi già prelevato con lo stesso sistema che tra l'altro è lo stesso che ho utilizzato per effettuare i versamenti,ho effettuato una nuova richiesta tramite bonifico bancario come da loro consigliato,ora sono nuovamente in attesa,questa storia sembra non avere fine.

Dear Filisimo, Thank you very much for the update.

We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

If the issue persists, please save any recent communication between casino support and you for us to review. My email is tomas@casino.guru

Good morning, today I contacted them and sent you the conversation, I'll wait and update you. Greetings.

Buongiorno,oggi li ho contattati e vi ho inviato la conversazione,resto in attesa e vi aggiorno.Saluti.

Today I tried to contact support again, but I think they don't have efficient communication between departments.

Oggi ho provato a ricontattare il supporto,ma credo non abbiano una comunicazione efficiente tra reparti.

Good morning, today I tried to contact support again, nothing new, the usual words and the usual excuses.

Buongiorno,oggi ho riprovato a contattare l'assistenza,niente di nuovo le solte parole e le solite scuse.

Good morning, another chat, more excuses, who knows if I'll see the money.

Buongiorno,altra chat altre scuse,chissà se vedro i soldi.

Good morning, today I received the payment, after more than a month. Thanks for the support, you can close the complaint.

Buongiorno,oggi ho ricevuto il pagamento,dopo più di un mese.Grazie del supporto,potete chiudere il reclamo.

Dear Filisimo,

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,

Tomas

Casino.Guru