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I made a withdrawal request on 01/07/2025 .

I am constantly told that they are dealing with the case and to wait a little longer.

They also suggested that I send an e-mail to .

I sent 2 emails 8 days ago and no one has deigned to reply.

Efectuei um pedido de levantamento no dia 01/07/2025 .

É me constantemente dito que estão a tratar do caso e para aguardar mais um pouco.

Sugeriram também que enviasse um e-mail para support@bassbet.com.

Enviei 2 e-mails há 8 dias e ninguém se dignou a responder.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?
• Could you please confirm that you have passed the KYC verification?
• 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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Yes, I have already made a successful withdrawal, so account verification is not necessary. I didn't get any bunus! The other withdrawal took about 3 days to process. Hence my concern about the delay and the constant "excuses".

Incredibly, they've just replied to my email saying the same thing that all the assistants say!

It seems to me to be extremely unprofessional to be subjected to a situation like this!

Sim, já fiz um levantamento bem sucedido, pelo que, a verificação da conta não é necessária. Não obtive qualquer ganho com bunus! O outro levantamento demorou cerca de 3 dias a ser processado. Daí a minha preocupação e devido à demora e às "desculpas" constantes.

Por incrível que pareça acabaram de responder ao e-mail dizendo o mesmo que todos os assistentes dizem!

Parece-me de uma falta de profissionalismo enorme, estarem a sujeitar -me a uma situação destas!

18 days have passed. Another week ends today. Nobody has given me an explanation and nobody has answered my questions! Nothing!

18 dias passados. Termina hoje mais uma semana. Ninguém me dá explicações e ninguém me responde às minhas perguntas! Nada!

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru)

who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Flavio,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BassBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Dear Flavio,

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

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 team

They've been saying this since July 7th. The order was placed 23 days ago. I don't believe they've made any payments in that time.

This is abusing the will of your customers. 23 days of waiting.

Your "High" security rating is a complete lie. It's a very difficult situation for me to deal with and every day I ask you for explanations that never happen. I was told I'd have a deadline this morning and, as usual, yet another lie. After all, they've backtracked and say there are no dates. 23 days is shameful, to say the least.

Dizem isto desde o dia 7 de julho. O pedido foi efectuado há 23 dias. Não acredito que neste tempo já tenham feito nenhum pagamento.

Isto é abusar da noa vontade dos vossos clientes. 23 dias de espera.

O vosso índice de segurança "Alto" é uma mentira completa. É uma situação muito difícil de lidar para mim e todos os dias vos peço explicações que nunca acontecem. Foi me dito que hoje de manhã teria um prazo e para não variar, mais uma mentira. Afinal já voltaram atrás e dizem que não há datas. 23 dias é, no mínimo, vergonhoso.

They've been saying this since July 7th. The order was placed 23 days ago. I can't believe they haven't made a payment in that time.

This is abusing the goodwill of your customers. 23 days of waiting.

Your "High" security rating is a complete lie. It's a very difficult situation for me to deal with and every day I ask you for explanations that never happen. I was told I'd have a deadline this morning and, as usual, yet another lie. After all, they've backtracked and say there are no dates. 23 days is shameful, to say the least.

Dizem isto desde o dia 7 de julho. O pedido foi efectuado há 23 dias. Não acredito que neste tempo não tenham feito nenhum pagamento.

Isto é abusar da boa vontade dos vossos clientes. 23 dias de espera.

O vosso índice de segurança "Alto" é uma mentira completa. É uma situação muito difícil de lidar para mim e todos os dias vos peço explicações que nunca acontecem. Foi me dito que hoje de manhã teria um prazo e para não variar, mais uma mentira. Afinal já voltaram atrás e dizem que não há datas. 23 dias é, no mínimo, vergonhoso.

Dear Flavio,

We are pleased to inform you that your withdrawal request has been successfully completed.

Thank you for your patience and cooperation.

Kind Regards,

BassBet Casino team

Dear Flavio

At this stage, it should just be a matter of time before the payment reaches you.

I will keep this complaint open until I receive your confirmation of a successful withdrawal.

Kindly let me know as soon as the payment has been received.

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

Dear Flavio,

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,

Attila