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I have requested 3 withdrawals *500€ each totaling in 1500€ from the 1st of April. I've contacted live chat and support multiple times and they say that the payments are in progress but don't explain why there is such a delay. 2 weeks later and still nothing. I have more money to withdraw but their limit is 3 pending withdrawals. The 2 week delay is outrageous and against their terms!

Dear villaelizabeth,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear villaelizabeth,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Thank you for the reply! No my withdrawals are still pending. I contacted them again and got the same answer: they are being processed and they will proceed as soon as possible... The method I chose is Visa btw. Maybe they have a problem with Visa ? But they don't explain the reason of the delay.

Dear villaelizabeth,

Can you please advise if your account has been fully verified and if you have accumulated your balance with real money or a bonus?

There were a few cases where it was not possible to withdraw to a card - however, if you would cancel the payment now and would request a withdrawal with a new one, the waiting period would start over and the casino would most likely require to make a minimum deposit with the new payment method (to verify it).

Awaiting your response.

Regards,

Nick

Dear Nikos,

My account has not been verified but I was not asked and during verification it gives a message that the account does not require verification. Besides, I asked them and they told me that there is no problem, I just have to wait without explaining the reason. I am on the 22nd day of delay. The money is real money and not a bonus.

Thanks.

Αγαπητέ Νίκο,

Ο λογαριασμός μου δεν έχει επαληθευτεί αλλά δεν μου ζητήθηκε και στην επαλήθευση βγάζει μήνυμα πως ο λογαριασμός δεν απαιτεί επαλήθευση. Άλλωστε τους ρώτησα και μου είπαν πως δεν υπάρχει κάποιο πρόβλημα απλά πρέπει να περιμένω χωρίς να διευκρινίζουν τον λόγο. Είμαι στην 22η μέρα καθυστέρησης. Τα χρήματα είναι με πραγματικά χρήματα και όχι bonus.

Ευχαριστώ.

Thank you villaelizabeth for all the information provided so far. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear villaelizabeth,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BassBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BassBet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Romi,

After 23 days the withdrawals were completed. All the players in the casino and the rest of the same group are complaining about excessive delays in payments. Everyone is getting paid with a delay of 20-30 days. I have requested the next three withdrawals and I am waiting to see if they will continue at the same pace.

Αγαπητή Ρόμι,

Μετά από 23 μέρες οι αναλήψεις ολοκληρώθηκαν. Όλοι οι παίχτες στο καζίνο και τα υπόλοιπα του ίδιου ομίλου κάνουν παράπονα για υπερβολικές καθυστερήσεις στις πληρωμές. Όλοι πληρώνονται με 20-30 μέρες καθυστέρησης. Έχω αιτηθεί τις τρεις επόμενες αναλήψεις και περιμένω να δω αν θα συνεχίσουν με τον ίδιο ρυθμο .

Thank you, villaelizabeth, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru