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I have a problem with a withdrawal from Bassbet to my Sparkasse account. In the past, withdrawals were processed without any problems, within a few days and without KYC. Now, in mid-September, I submitted three withdrawal requests for €500 each (€1,500 in total) via bank transfer (supposedly taking 3-5 business days). I had been playing roulette without using any bonuses. On September 22nd and 23rd, I received confirmation emails from Bassbet that the withdrawals were complete, but since then, no payment has been received into my account. After a week, I contacted support several times via live chat and email and was initially told that the transfer had been processed by Bassbet and that I should contact my bank. I requested transfer receipts from Bassbet, which, after a long wait, arrived in an email from support, but they couldn't be opened and, unfortunately, weren't sent as a PDF either. I have already contacted the casino again, and they responded that they would process the request via email. I'm now very worried that the money has disappeared into the dark side of nowhere this time, and I need help getting the casino to send me proper receipts and also investigate the matter myself with the payment provider/transfer department.

Ich habe ein Problem mit einer Auszahlung beim Anbieter Bassbet auf mein Sparkassen-Konto. In der Vergangenheit liefen Auszahlungen unproblematisch innerhalb weniger Tage und auch ohne KYC. Nun habe ich Mitte September drei Auszahlungsanträge zu je 500 € (insgesamt 1.500€) gestellt - als Banküberweisung (Dauer angeblich 3-5 Werktage). Ich hatte ohne die Nutzung von Boni Roulette gespielt. Am 22. und 23. September erhielt ich die Bestätigungsmails von Bassbet, dass die Auszahlungen abgeschlossen sind, doch seitdem gab es keinen Zahlungseingang auf meinem Konto. Ich habe nach einer Woche mehrfach den Support kontaktiert im Livechat und per Mail und wurde zunächst darauf verwiesen, dass die Überweisung seitens Bassbet durchgeführt wurde und ich bei meinem Kreditinstitut fragen solle. Hierfür forderte ich Überweisungsbelege von Bassbet, die nach langem Warten in einer Mail vom Support kamen, sich aber nicht öffnen lassen und unglücklicherweise auch nicht als pdf gesendet wurden. Ich habe das Casino bereits erneut kontaktiert und man antwortete wieder, dass man die Anfrage per Mail bearbeiten wolle. Ich habe nun große Sorge, dass das Geld im Niemandsland verschwunden ist diesmal und benötige Hilfe dahingehend, dass das Casino mir richtige Belege sendet und auch selbst beim Zahlungsanbieter/in der Überweisungsabteilung nachforscht.

Hello,

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.

• Could you please share a screenshot from your payout history found in the player's account showing the status of the transactions, if available?
• Have you successfully paid out winnings from the casino in the past, or since the incident?
• Please share the documents and confirmations you received from the casino, including responses from the casino you received regarding the matter. Send the information to my email at tomas@casino.guru

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 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.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Here are screenshots of the current payout history and of the support email with the hidden transfer receipts.

In the past, I've been able to make withdrawals from Bassbet to my Sparkasse account without any problems – within a few days. Most recently, this was possible on August 25, August 27, August 28, and September 4.

Hier sind Screenshots von der aktuellen payout history und von der Support Mail mit den nicht einsehbaren transfer receipts.

Ich habe in der Vergangenheit unproblematisch Abhebungen von Bassbet auf mein Sparkassen-Konto vornehmen können - innerhalb weniger Tage. Zuletzt war das am 25.8., 27.8., 28.8. und 4.9. möglich.

Hi Tomas,

I’ve got some news. Due to my permanent demand the service team sent receipts I finally could open. My bank account number is correct but the receipts don’t contain the transfer dates and the important ARN numbers to search for the transactions. They just contain the intern payment IDs by Bassbet.

Now I asked for the dates and the ARN numbers.

I sent you the conversations and pictures as email.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear Maximilian99,

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 casino representative, could you please provide more information about this case? Can you please provide him with some transaction IDs so that his bank can track these payments? Can you please contact payment provider to investigate the reason why the player still hasn't receive his money?

Thank you in advance for providing the information.

There's an update: The withdrawn amount (€1,500) has been available as a "deposit" on my Bassbet account since this afternoon. However, when I try to withdraw it again, it says that the entire amount must be wagered once, even though I had met this requirement before the withdrawal! What should we do now?

Es gibt ein Update: Der abgehobene Geldbetrag (1.500 €) steht seit heute Nachmittag wieder als „Einzahlung" auf meinem Bassbet-Spieleraccount zur Verfügung. Wenn ich ihn allerdings erneut auszahlen lassen will, steht dort, dass der gesamte Betrag einmal umgesetzt werden muss, obwohl ich diese Bedingung vor der Auszahlung erfüllt hatte! Wie können wir jetzt weiter vorgehen?

Dear BassBet Casino,

Since these transactions are not deposits, the wagering requirements should not apply. Could you please process the player’s withdrawals manually or provide clear guidance to the player on how to proceed?

Thank you very much for your attention and assistance.

Dear Maximilian99,

Thank you for your detailed explanation of the situation.

We truly regret the inconvenience caused.

It appears that your bank did not accept transactions originating from online gaming operators, which is why the funds were automatically returned to your player account. We kindly ask you to verify this with your bank.

Please rest assured that you do not need to wager the returned amount. We are currently reviewing possible alternatives to process your withdrawal manually and kindly ask for a bit of patience while we finalize this solution.

Thank you for your understanding and cooperation.

Best regards,

Bassbet Casino Team

Dear Bassbet team,

Thank you for your investigation. Alternatively, you can transfer the money to my myfinity ewallet.

Best regards

Maximilian

Liebes Bassbet-Team,

vielen Dank für die Untersuchung. Alternativ könnt ihr das Geld auch auf mein myfinity ewallet überweisen.

Liebe Grüße

Maximilian

Dear Maximilian99,

Thank you for offering the alternative withdrawal method.

We have sent an email to your registered address (Subject: Action Required: MiFinity Verification for Manual Withdrawal) outlining the specific e-wallet details we need.

Please check your inbox and respond to that email with the requested MiFinity account information as soon as possible, so we can execute your manual payout without delay.

We appreciate your cooperation.

Bassbet Casino Team

Thank you everyone for cooperation!

Dear Maximilian99, can you please let me know once you sent the necessary information to the casino and you receive the money? Thank you so much!

Dear Bassbett team, dear Martina,

I received the email from bassbet and am now just waiting until my MiFinity account is verified.

Does the email address of the MiFinity account have to match the email address of my Bassbet account, or is it sufficient if the account is registered in my name and home address, which I also use for Bassbet?

I will send the screenshots immediately after verification as a reply to the Bassbet email.

Liebes Bassbett-Team, liebe Martina,

ich habe die Mail von bassbet bekommen und warte jetzt nur noch, bis mein MiFinity account verifiziert ist.

Muss die Mailadresse des MiFinity Accounts mit der von meinem Bassbet Account übereinstimmen oder genügt es, wenn der Account auf meinen Namen und meine Wohn-Adresse läuft, die ich auch bei Bassbet verwende?

Die Screenshots sende ich umgehend nach Verifizierung als Antwort auf die Bassbet Mail🙂

Dear Maximilian99,

Thank you for your follow-up and for proactively taking steps to verify your MiFinity account. We understand you want to ensure the smoothest possible withdrawal.

Regarding your question about the email addresses:

You can rest assured that your MiFinity account email address does NOT have to strictly match the email address registered with your Bassbet account.

The most important factor is ownership verification (KYC). As long as the MiFinity account is registered with your correct, matching name and home address that we have on file for your Bassbet account, the verification process can proceed.

We look forward to receiving your screenshots once the MiFinity verification is complete, and we will process your payout without delay.

Kind regards,

Bassbet Team

Dear Bassbet Team,

My MiFinity account is now verified, and I've replied to the email and sent the screenshots. Just to be on the safe side, I'm also sending the account screenshots here again.

Best regards,

Maximilian

Liebes Bassbet Team,

mein MiFinity Account ist nun verifiziert und ich habe die Mail beantwortet und die Screenshots gesendet. Sicherheitshalber sende ich auch hier nochmals die Account-Screenshots.

Liebe Grüße,

Maximilian

Dear Dear Maximilian99 and BassBet Casino Team,

Thank you for cooperation!

Can you please update me when the money arrive in your Mifinity account?

Thank you very much!

Dear BassBett team, have you received my response with the screenshots from MiFinity and initiated the payout of the €1,500? If there is more money in my account at the time of processing, it can remain in the account for further play.

Best regards

Maximilian

Liebes BassBett Team, haben Sie meine Antwort mit den Screenshots von MiFinity erhalten und die Auszahlung der 1.500€ eingeleitet? Falls sich zum Bearbeitungszeitpunkt auf meinem Account inzwischen mehr Geld befindet, so kann dieses auf dem Account zum weiteren Spielen verbleiben.

Liebe Grüße

Maximilian

Dear Maximilian99,

Thank you for sending the screenshots. We have also replied to your email to let you know that we still need one additional screenshot from your MiFinity e-wallet profile, where both your account page and the registered email address are clearly visible.

Please send this as soon as possible so we can proceed with the manual payout of €1,500 without further delay.

Kind regards,

Bassbet Casino Team

Dear Bassbet team,

Unfortunately, it's not possible to display both the account page with wallet ID and the email address simultaneously in the Mifinity account, as this information is accessible in different menu items ("Home" and "Profile Details"). Based on the timestamp and the matching name in the top corner, you can see that it's the same account in both screenshots. I've also sent you the screenshots of the account page and registered email address as a reply to your email, including two photos of my ID, which confirms the address details (place of residence) that you already received from me.

I've also uploaded the screenshots with the timestamp in the top right corner here.

Liebes Bassbet team,

leider ist es im mifinity Account nicht möglich, gleichzeitig die Kontoseite mit wallet id und die E-Mail Adresse anzuzeigen, da diese Informationen in verschiedenen Menüpunkten („Home" und „Profile Details") abrufbar sind. Anhand des Zeitstempels und des übereinstimmenden Namens oben in der Ecke können sie sehen, dass es sich um denselben Account handelt in beiden Screenshots. Ich habe Ihnen die Screenshots von Kontoseite und registierter Mailadresse auch als Antwort auf ihre Mail gesendet, inklusive zweier Fotos von meinem Ausweis, der die Adressdaten (Wohnort), die sie bereits von mir erhalten haben, bestätigt.

Die Screenshots mit dem Zeitstempel oben rechts habe ich auch hier nochmal hochgeladen.

Dear Maximilian99,

Thank you very much for your patience and cooperation throughout this process. We truly appreciate the effort you have made to provide all the required documentation.

We are pleased to confirm that your withdrawal has now been manually processed and is expected to be completed today. Your payment method has been fully verified, so any future withdrawals should be handled smoothly without further delay.

We sincerely appreciate your understanding and are glad to see this matter moving toward a full resolution.

Kind regards,

Bassbet Casino Team

Dear Bassbet Team,

Thank you for initiating the manual withdrawal process. I was just a little confused because the withdrawal method is listed as "Bank Transfer." The money will go to my MiFinity e-wallet as shown in the screenshots, as agreed? Because my bank would cause problems if it went to my bank account.

Liebes Bassbet Team,

vielen Dank für die Einleitung der manuellen Auszahlung. Ich war lediglich noch irritiert, weil als Auszahlungsmethode „Bank Transfer" für die Abhebung eingetragen ist. Das Geld geht wie vereinbart an mein MiFinity e wallet aus den Screenshots? Denn meine Bank würde Probleme machen, wenn es an mein Bankkonto geht.

Please stop the withdrawal to the bank account. Otherwise, the bank will terminate the account. If it doesn't work via MiFinity, I'll find another method.

Bitte die Auszahlung auf das Bankkonto stoppen. Die Bank kündigt andernfalls. Wenn es über MiFinity nicht funktioniert, suche ich eine andere Methode heraus.

Dear BassBet Casino Team,

did you please sent the money to player´ s skrill, or mifinity instead of his bank account?

Dear Martina,

Thank you for your message.

We would like to clarify that none of the previously initiated manual withdrawals to alternative payment methods could be completed successfully. For this reason, we offered the player the option of a crypto withdrawal.

In the meantime, the player has successfully submitted withdrawal requests independently via their preferred payment method. Two of these withdrawals have already been processed, and it appears that this is the most effective solution moving forward.

We kindly invite the player to submit the remaining balance in two separate withdrawal requests — one today and one tomorrow — and we will ensure that they are processed with priority.

We appreciate the player’s cooperation and are confident that the matter will be fully resolved shortly. Should any difficulties arise, we encourage the player to inform us here.

Kind regards,

Bassbet Casino Team

Dear BassBet Casino Team,

Thank you so much for clarifying the situation and for your continued cooperation — it’s greatly appreciated!

Dear Maximilian99,

I hope this arrangement works for you. Please keep us posted on how your withdrawal process goes.

Thank you so much, the two payouts via Skrill have arrived. I've also submitted the third request. 🙂

The problem seems to be solved!

Vielen Dank, die 2 Auszahlungen sind auch angekommen über Skrill. Den dritten Antrag habe ich auch gestellt🙂

das Problem scheint behoben!

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

Dear Maximilian99,

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