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I requested a withdrawal of €500 on May 19th and after waiting three weeks it was automatically cancelled. Since then I have repeatedly requested new withdrawals.

but they don't arrive either.

I have fully verified myself but it didn't help

the support couldn't help me.

Ich habe am 19.5 eine Auszahlung von 500€ beantragt und nach 3 Wochen warten wurde diese einfach automatisch storniert seit dem habe ich immer wieder neue Auszahlungen beantragt .

die aber auch nicht ankommen.

ich habe mich vollständig Verifiziert aber es hat auch nichts gebracht

der Support konnte mir nicht helfen.

Dear ericdonner89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you more effectively, could you please provide us with the following information:

• Have you received any communication from the casino regarding the cancellation of your withdrawal?
• What payment method did you choose for your initial withdrawal? Have you tried several different payment methods?
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification?
• Did you accumulate your winnings with or without a bonus?

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

No, I didn't receive any notification

I first used bank transfer and then tried others but unfortunately it didn't help

This is my first payout and as I said, unfortunately it doesn't work

I have completed the full KYC verification

my winnings were made without a bonus

Nein ich habe keine Mitteilung bekommen

ich habe als erstes Bank Transfer genutzt und danach noch andere versucht es bringt leider nichts

das ist meine erste Auszahlung und sie funktioniert wie gesagt leider nicht

ich habe die vollständige KYC-Verifizierung durchgeführt

meine Gewinne sind ohne Bonus entstanden

Thank you very much 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.

Dear ericdonner89,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. 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 state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear ericdonner89,

Upon reviewing your account. We would like to inform you that most of your withdraw request was cancelled before three working days, from your side. And some of them were cancelled from the payment providers side.

Dear Martina, we have provided the evidence to you via email.

However, we see there are two pending withdrawal request. We will try our best to process your pending withdrawal request at the earliest as possible.

We will wait for your update.

Kind regards,

BassBet team.

Good day dear Bassbet team and Martina

first of all thank you for the feedback

I just wanted to let you know that one of the two payments has arrived.

Unfortunately the other one was canceled. I have reapplied for it and am waiting.

thank you very much for the help

Best regards

Eric

Guten Tag Liebes Bassbet Team und Martina

erstmal vielen Dank für die Rückmeldung

ich wollte einmal Bescheid geben das eine von beiden Auszahlungen angekommen ist.

die andere wurde leider storniert ich habe sie neu beantragt und warte ab.

vielen Dank für die Hilfe

mit freundlichen Grüßen

Eric

Dear BassBet Team,

thank you for the evidence, I have received it.

So basically, now we are focusing on the new withdrawals.

Dear ericdonner89,

I am very happy to hear that one withdrawal you have already got. Can you please let me know, once the 2nd withdrawal arrives? Thank you

Yes I will inform you

Ja ich werde Sie informieren

Dear ericdonner89,

We kindly confirm that the first withdraw was successfully completed and the second one is processing.

We thank you for your patience.

Kind Regards,

BassBet Casino

Those are some good news! Thank you BassBet Team for the update!

Dear ericdonner89,

can you please let me know how much money is disputed amount all together? So I know how much money and how many withdrawals we are waiting for.

Thank you very much!

The total amount is 1000€

the first 500€ have arrived as I said

and the second ones in progress

Der gesamt Betrag sind 1000€

die Ersten 500€ sind wie gesagt angekommen

und die zweiten in Bearbeitung

All payments have arrived

thank you very much for the quick help

Es sind alle Auszahlungen angekommen

vielen Dank für die schnelle Hilfe

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

Dear ericdonner89,

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