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Title of the complaint:

Winnings of €11,000 – only €3,000 paid out, remaining amount never received

Complaint text:

About three months ago, I made a total winnings of around €11,000 at bassbet2.com. To date, only €3,000 of this amount has been paid out. Currently, €1,500 has been outstanding for over four weeks, and I'm still waiting for it despite multiple attempts to contact them.

I contacted support several times – both via live chat and email. Each time, I received only general answers without a concrete solution. I even had to cancel the last withdrawal request myself because I was told there were supposedly technical issues with the selected withdrawal method. Since then, I've been waiting more than seven days for the money – despite being assured that it would be processed as a priority.

What's particularly frustrating is that a large portion of my winnings have since been lost again – something that most likely wouldn't have happened if bassbet2.com had paid out promptly and in full. I relied on the promised payouts and was disappointed.

I request that my case be reviewed and the outstanding amounts paid out in full as soon as possible. I am very dissatisfied with the process and the behavior of the support team so far.

Titel der Beschwerde:

Gewinn von 11.000 € – nur 3.000 € ausgezahlt, restlicher Betrag nie erhalten

Beschwerdetext:

Ich habe vor etwa drei Monaten bei bassbet2.com einen Gesamtgewinn von rund 11.000 € erzielt. Bis heute wurden davon lediglich 3.000 € ausgezahlt. Aktuell stehen seit über vier Wochen 1.500 € zur Auszahlung aus, auf die ich trotz mehrfacher Kontaktversuche noch immer warte.

Ich habe den Support mehrfach kontaktiert – sowohl über den Live-Chat als auch per E-Mail. Jedes Mal erhielt ich lediglich allgemeine Antworten ohne konkrete Lösung. Die letzte Auszahlungsanforderung musste ich sogar selbst stornieren, weil mir mitgeteilt wurde, dass es angeblich technische Probleme mit der gewählten Auszahlungsmethode gäbe. Seitdem warte ich nun wieder mehr als sieben Tage auf das Geld – obwohl mir zugesichert wurde, dass die Bearbeitung priorisiert wird.

Besonders frustrierend: Ein Großteil meines Gewinns wurde inzwischen wieder verspielt – was höchstwahrscheinlich nicht passiert wäre, wenn bassbet2.com zeitnah und vollständig ausgezahlt hätte. Ich habe mich auf die versprochenen Auszahlungen verlassen und wurde enttäuscht.

Ich bitte darum, dass mein Fall geprüft wird und mir die ausstehenden Beträge schnellstmöglich vollständig ausgezahlt werden. Ich bin sehr unzufrieden mit dem bisherigen Ablauf und dem Verhalten des Supports.

Hello,

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 gameplay investigation, payment provider issues, or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

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Thank you for your patience, and stay safe.

Dear lolseinschwager,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good morning,

Unfortunately, I still don't have a payout in sight. I wrote to support again and received another disappointing response.

Guten Morgen,

ich habe leider weiterhin noch keine Auszahlung in Sicht, habe nochmals dem Support geschrieben und wiedermal die eine vertröstende Antwort erhalten.

How many pending withdrawal requests are currently in your account? If possible, please send me a screenshot of your transaction history.

Unfortunately, I'll probably have to wait another 14 days. Out of frustration, I canceled the withdrawal and requested it again using a different method. Sorry, I'm at fault. I'll get back to you as soon as the 14 days are up.

Leider muss ich weitere 14 Tage wohl warten, habe aus Frust die Auszahlung abgebrochen und mit einer anderen Methode wieder angefragt, entschuldigen sie meine eigene Schuld. Ich melde mich wieder sobald die 14 Tage vorüber sind.

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

Dear lolseinschwager,

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,

Veronika