The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.
BassBet Casino - Player believes that their withdrawal has been delayed.
BassBet Casino
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Opened
Current status
Waiting for Casino Guru to reply
4d 21h 38m 24s
Case summary
2 days ago
Public
Visitor
Public
1 week ago
Translation
Guru Complaint
H
Here Towin
to me
2 days agoDetails
Dear Guru Team....
I requested a payout on 19.06.25
330€ on Visa (same method as last deposit)
The payout was on hold/status: processing for exactly 1 week...then it was rejected without any notification from the casino and my casino balance
credited!
These practices seem to be common practice for these casino operators!
The support team keeps putting you off and asking for patience, etc.
I find it really pathetic and it is clearly heading towards "fraud"
I documented everything with screenshots and saved the chat histories as a PDF....
The support is of no help and, if they respond at all, only with standard answers that do not specifically address the individual case!
Please help me ??
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Dear heretowin,
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.
Public
Visitor
Public
4 days ago
Translation
The second withdrawal request was rejected today, as expected, without reason and without notification....the withdrawals are generally simply not processed and, after a week of waiting, are credited back to the player's account without any notification from the casino....the live chat always responds with the following pre-formulated phrase:
We sincerely apologize for the long wait.
We would like to inform you that your payment has been canceled by the payment provider—in this case, your bank. Furthermore, we recommend that you either contact your bank to resolve the issue or choose an alternative payment method.
You can request a new withdrawal at any time. Please note that each new request must undergo the standard three-day processing time from the beginning.
We sincerely apologize for any inconvenience. Please be assured that we will do our best to process your request as quickly as possible.
We thank you for your understanding and patience.
Unfortunately, nothing is being done and nothing is being reported
It smells like systematic fraud
Automatic translation:
Public
Complaint Specialist
Public
3 days ago
Dear heretowin,
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.
Sensitive attachment
Visitor
Sensitive attachment
2 days ago
Translation
Hello,
Of course there is NO burning news??
I've been regularly using the live chat at bassbet.com for about two weeks now, asking questions...and always getting the same, uninvolved answers...
After the second withdrawal request was also rejected by the casino after another week of waiting...I submitted a third withdrawal request on July 2nd.
This time by bank transfer
Because support advised me to do so.
I really don't know what to do ??
LG, Konstantin
Automatic translation:
Casino Guru is examining the case
