Hello,

I deposited 417 euros at BassBet Casino to receive a 120% bonus and got a 500 euro bonus.

Unfortunately, with my deposit of 413 euros, I couldn't win anything, so I activated the 500 euro bonus.

With this 500 euro bonus, after meeting the wagering requirements, I managed to win a total of 4,428 euros, which I now want to withdraw.

I have requested the withdrawal of three amounts of 500 euros and have been waiting since January 10, 2025, for the processing of my winnings.

I have uploaded all the documents but I am not sure if the casino needs more documents.

Unfortunately, I am not receiving any response from the casino on whether they need more documents.

I hope you can help me in this case.

hallo

ich habe im bassbet casino für einen 120% bonus 417 euro eingezahlt und 500 euro bonus erhalten.

nachdem ich mit meiner einzahlung von 413 euro leider nix gewinnen konnte habe ich den 500 euro bonus aktiviert.

mit diesem 500 euro bonus konnte ich dann nachdem ich die umsatzbedingungen erfüllt hatte insgesamt 4428 euro gewinnen die ich nun auszahlen m?chte.

ich habe nun 3x500 euro zur auszahlung beantragt und warte seit dem 10.1.2025 auf die bearbeitung meiner gewinne.

ich habe alle dokumente hochgeladen und bin mir aber nicht sicher ob das casino noch dokumente ben?tigt

ich erhalte leider keine antwort vom casino ob sie noch dokumente ben?tigen

ich hoffe sie k?nnen mir in diesem fall helfen

Dear fowi30,

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 understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please advise if you have received any confirmation regarding successful verification?
• What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

-I have paid out 80 euros once so far and this was done without verification

-I have not yet received confirmation of successful verification

I have uploaded all the documents that the casino requires but I have not received an answer to my questions about whether they still need documents or whether my documents have been accepted

-all 3 withdrawals of 500 euros each are marked as pending

Unfortunately I can't upload a screenshot, it doesn't work for me but if you want I can send it to you via email

-ich habe bisher einmal 80 euro ausgezahlt und dies erfolgte ohne verifizierung

-bisher habe ich keine best?tigung einer erfolgreichen verifizierung erhalten

ich habe aber alle dokumente die das casino ben?tigt hochgeladen erhalte aber keine antwort auf meine fragen ob sie noch dokumente ben?tigen oder ob meine dokumente akzeptiert wurden

-alle 3 auszahlungen von jeweils 500 euro sind als ausstehend markiert

ich kann leider keinen screenshoot hochladen es funktioniert bei mir nicht aber wenn sie wollen kann ich es ihnen auch per email zukommen lassen

Thank you for your reply, fowi30. Could you please clarify when exactly you received the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

Additionally, please forward all the relevant communication between you and the casino together with any other supporting evidence to [email protected]. Thank you in advance.

-the last successful withdrawal was on January 9, 2025 (80 euros) with the same payment method that I use now (jeton)

-die letzte erfolgreiche auszahlung war am 9.1.2025 (80 euro) mit derselben zahlungsmethode die ich jetzt auch verwende (jeton)

the casino informed me that they wanted a transaction history showing how I topped up my jeton account in January 2025.

However, I did not make any deposits into my jeton account in January 2025.

This was not necessary because I have enough money in my jeton account.

all payments into my jeton account come from casinos but I personally did not deposit any money into my jeton account in January.

I don't know why the casino is asking about it and how it comes to the conclusion that I have topped up my jeton account because I sent them a jeton account statement where you can see everything

I also don't understand why the casino needs this because I have through my jeton account statement

proven that I am the owner of the jeton account

So I have to provide something that I don't have.

I ask you to invite a representative of the casino as soon as possible so that he can comment on this complaint

das casino hat mir mitgeteilt das sie eine transaktionshistory haben wollen die zeigt wie ich mein jeton konto im januar 2025 aufgeladen habe.

ich habe aber im januar 2025 keine einzahlung auf mein jeton konto get?tigt.

dies war nicht notwendig da ich genug geld auf mein jeton konto habe.

alle zahlungseing?nge auf meinen jeton konto stammen von casinos aber ich pers?nlich habe im januar kein geld auf mein jeton konto eingezahlt.

ich weiss nicht warum das casino danach fragt und wie es darauf kommt das ich mein jeton konto aufgeladen habe denn ich habe ihnen ja einen jeton account statement zugesendet wo man alles sehen kann

ich verstehe auch nicht warum das casino das braucht den ich habe durch mein jeton account statement

nachgewiesen das ich der besitzer des jeton kontos bin

ich soll also etwas bereitstellen was ich nicht habe.

ich bitte sie so schnell wie m?glich einen vertreter des casinos einzuladen so das er zu dieser beschwerde stellung beziehen kann

Do I understand correctly that you haven't provided the account statement yet?

-I have uploaded a jeton account statement several times and made it available to the casino

-currently they are asking for a bank statement with the deposit method how I topped up my jeton account in January 2025

However, I cannot provide this because I did not top up my jeton account in January 2025.

all receipts of deposits and withdrawals come from casinos

The verification tab literally states:

uploading the transaction history from the payment method used to top up your jeton account for the period of January showing the top up deposits in your jeton account

-einen jeton acccount statement habe ich mehrmals hochgeladen und dem casino zur verfügung gestellt

-aktuell fordern sie aber einen kontoauszug mit der der einzahlungsmethode wie ich mein jeton konto aufgeladen habe im januar 2025

dies kann ich alllerdings nicht bereitstellen da ich mein jeton konto im januar 2025 nicht aufgeladen habe.

alle eing?nge von ein und auszahlungen stammen von casinos

w?rtlich steht dort im verifizierungstab:

uploading the transaction history from the payment method used to top up your jeton account for the period of january showing the top up deposits in your jeton account

the casino informed me by email:

We are still waiting for the transaction history from the payment method used to top-up your Jeton account for the period of January (top-up on 08/01/2025 13:28:13) (see screenshoot)

it is a payout from kinbet casino to my jeton account (see screenshot)

I don't know why or what they need this for, but I uploaded it and now hope that I will finally be verified and my payouts will be processed.

das casino teilte mir per email mit:

We are still waiting for the transaction history from the payment method used to top-up your Jeton account for the period of January (top-up on 08/01/2025 13:28:13) (siehe screenshoot)

es handelt sich um eine auszahlung von kinbet casino auf mein jeton konto (siehe screenshoot)

ich weiss nicht warum und wozu sie das brauchen aber ich habe es hochgeladen und hoffe nun das ich endlich verifiziert werde und meine auszahlungen bearbeitet werden.

Have you tried to explain the situation to the casino? From my experience, many players were asked to provide evidence of winnings in other casinos to prove their income and they successfully passed the verification,

Unfortunately, I can't go any further

The live chat cannot tell me if my account is verified and only tells me that I have to send an email to should write

but my emails to the casino are ignored and I no longer receive a response

communication with the casino is a disaster

I have provided all necessary documents to the casino and uploaded them to my profile

I ask casino guru to finally invite an employee of the casino to this complaint

so that you can tell me where the problem is

ich komme leider nicht mehr weiter

der live chat kann mir nicht sagen ob mein account verifiziert ist und teilt mir nur mit das ich eine email an [email protected] schreiben soll

meine emails an das casino werden aber ignoriert und ich erhalte keine antwort mehr

die kommunikation mit dem casino ist eine einzige katastrophe

ich habe alle n?tigen dokumente dem casino bereitgestellt und in mein profil hochgeladen

ich bitte casino guru endlich einen mitarbeiter des casinos zu dieser beschwerde einzuladen

damit sie mir mitteilen k?nnen wo das problem ist

Thank you very much, fowi30, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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 fowi30,

This is Michal again. I’ve taken over this complaint, and I’ll be contacting the casino team to determine the reasons behind the delay in verifying what seems to be the source of funds evidence.

I would also like to invite the BassBet Casino to participate in this conversation.

Dear BassBet Casino,  

I appreciate your position regarding the necessity for players to verify the source of their funds. However, it appears that the player has already submitted a statement from their Jeton wallet or account. The funds in question are winnings from other casinos, as the player has indicated. This clarification seems reasonable. Could you please inform me if there are any additional documents needed to complete the KYC process? Furthermore, the player has mentioned a concern regarding the lack of communication on this matter from your side. Could you provide insight into why there has been no further correspondence from your side regarding any outstanding requirements?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear fowi30,

I wanted to update you on the situation. Unfortunately, I haven't received any helpful information from the casino team yet. I've reached out to them again and am hopeful for a response soon. To allow more time to address this issue, I will be extending the timer by an additional 7 days.

Dear all,

We apologize for the delayed reply.

Please be informed that the account of the customer is subject to account verification, prior to any withdrawals.

We kindly advise the customer to follow the instructions in the Verification tab of the account.

We appreciate your understanding.

Best regards,

Bassbet team

I have already provided and uploaded everything you wanted and needed

-jeton account statement uploaded in pdf format

-last top-up of my jeton account on 30.6.2024 proof and screenshots provided and uploaded

-then they wanted:

We are still waiting for the transaction history from the payment method used to top-up your Jeton account for the period of January (top-up on 08/01/2025 13:28:13) (see screenshoot)

This is a withdrawal from Kinbet Casino to my Jeton account

I have already sent and uploaded the necessary screenshots for this as well

Currently they require me to provide the following in my verification tab:

upload the transactions history from the payment method used to top up your jeton account for the period of January showing the top up deposits in your jeton account

I have already uploaded a jeton account statement where you can see all the transactions in January but apparently you do not accept this document and I do not understand why

All transactions that took place in January are deposits and withdrawals from casinos

I personally did not top up my Jeton account in January.

The last top-up of my jeton accounts was on 30.6.2024 (2x300 euros)

and you have already received all the necessary documents from me

I would like clarification as to why my Jeton account statement for the January period keeps being rejected, even though all the transactions you need are visible there.

I would also like to know how you came to the conclusion that I topped up my jeton account in January?

I did not top up my Jeton account in January 2025, so I cannot send you any documents with the payment method I am supposed to have used to top up my Jeton account.

They are demanding something from me that I cannot give them because I did not top up my jeton account in January 2025.

ich habe ihnen bereits alles was sie wollten und brauchten zur verfügung gestellt und hochgeladen

-jeton account statement in pdf format hochgeladen

-letzte aufladung meines jeton accounts am am 30.6.2024 nachweise und screenshoots bereitgestellt und hochgeladen

-dann wollten sie:

We are still waiting for the transaction history from the payment method used to top-up your Jeton account for the period of January (top-up on 08/01/2025 13:28:13) (siehe screenshoot)

es handelt sich um eine auszahlung von kinbet casino auf mein jeton konto

auch hierfür habe ich ihnen die erforderlichen screenshoots bereits zugesendet und hochgeladen

aktuell fordern sie von mir in meinen verifizierungstab:

upload the transactionshistory from the payment method used to top up your jeton account for the period of january showing the top up deposits in your jeton account

ich habe bereits ein jeton account statement hochgeladen wo sie alle transaktionen im januar nachvollziehen k?nnen aber anscheinend scheinen sie dieses dokument nicht zu akzeptieren und ich verstehe nicht warum

alle transaktionen die im januar stattgefunden haben sind ein und auszahlungen von casinos

ich selbst habe mein jeton konto im januar nicht aufgeladen.

die letzte aufladung meine jeton accounts von mir war am 30.6.2024 (2x300 euro)

und dafür haben sie bereits alle erforderlichen dokumente von mir erhalten

ich bitte um aufkl?rung warum mein jeton account statement für den zeitraum januar immer wieder abgelehnt wird obwohl dort alle transaktionen ersichtlich sind die sie ben?tigen.

auserdem m?chte ich wissen wie sie darauf kommen das ich mein jeton account im januar aufgeladen habe?

ich habe mein jeton konto im januar 2025 nicht aufgeladen also kann ich ihnen auch keine dokumente zusenden mit der zahlungsmethode mit der ich mein jeton konto aufgeladen haben soll.

sie fordern etwas von mir was ich ihnen nicht geben kann da ich mein jeton konto im januar 2025 nicht augeladen habe.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear fowi30,

We would like to kindly inform you that we still didn't receive the requested transaction history for the payment method used to top-up your jeton account (on date 08.01.25) of full January in order to complete your account verification.

Thank you in advance.

Kind Regards,

BassBet Casino Team

top-up on 08/01/2025 13:28:13

that's what they wanted from me

I received 500 euros from Kinbet Casino into my token account

I have already sent you screenshots of the Kinbet transaction history.

why is this not accepted?

As described above, I did not top up my Jeton account in January 2025.

all transactions from my jeton account are from casinos (deposits and withdrawals)

You have already received a Jeton account statement for the entire month of January 2025

Today I have uploaded the Kinbet transaction history screenshot and a Jeton account statement for January 2025 to my Bassbet verification tab again

top-up on 08/01/2025 13:28:13

das ist das was sie von mir wollten

ich habe vom kinbet casino 500 euro auf mein jeton konto erhalten

ich habe ihnen bereits screenshoots mit dem kinbet transaktionsverlauf geschickt.

warum wird dieser nicht akzeptiert?

wie oben bereits beschrieben habe ich mein jeton konto im januar 2025 nicht aufgeladen.

alle transaktionen von meinen jeton account sind von casinos (ein und auszahlungen)

hierzu haben sie bereits ein jeton account statement für den kompletten januar 2025 erhalten

ich habe heute nochmals den kinbet transaktionsverlauf screenshoot und ein jeton account statement für den januar 2025 in meinen bassbet verifizierungstab hochgeladen

Thanks for the re-confirmation, fowi30.

Dear BassBet Casino Team,

As per the player's response, the funds in question are confirmed to be winnings from a different casino. Is this the sole obstacle delaying the release of the player's winnings? The player has, in my opinion, provided a quite reasonable explanation, and the submitted screenshots should be sufficient for this matter.

I'm looking forward to your review of the provided information and your further actions towards a resolution of this case.

Dear fowi30,

We are pleased to inform you that your account verification has been successfully completed.

We would kindly request to proceed with the withdrawal request.

Thank you for your cooperation.

Kind Regards,

BassBet Casino Team

I have now requested a payout and will continue to inform you with updates until everything has been paid out

ich habe nun eine auszahlung beantragt und werde sie weiter mit updates informieren bis alles ausgezahlt wurde

Dear fowi30,

Certainly, I am hopeful that you will receive all your winnings in a reasonable time.

Dear fowi30,

We would like to kindly inform you that the processing of withdrawal requests generally takes at least 3 working days, counting from the day after the request was made or the day of the last withdrawal processed.

Please note that this time frame excludes Saturdays, Sundays and public holidays.

The withdrawal status will be updated in the balance history once processed. Also, please note that should you decide to cancel a withdrawal in progress, the withdrawal process will start over with a future request.

Thank you for your cooperation.

Kind Regards,

BassBet Casino Team

Unfortunately, nothing has been paid out yet (3x500 euros applied for 1 week ago)

leider wurde bisher noch nichts ausgezahlt (3x500 euro beantragt vor 1 woche)

Dear BassBet Casino Team,

Can you please explain why the player has not received any payment from you yet despite the usual processing time, as mentioned by you, having elapsed?

Dear fowi30,

We would like to kindly apologize for the delay.

We would like to inform you that your payment will be completed as a matter of urgency.

Kind Regards,

BassBet Casino Team

Dear fowi30,

We are pleased to inform you that your withdrawal requests have been successfully completed.

Furthermore, we endeavour to complete the upcoming ones as soon as possible.

Kind Regards,

BassBet Casino Team

Dear fowi30,

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.

I have again requested 3x500 euros for payment and am waiting for processing

ich habe erneut 3x500 euro zur auszahlung beantragt und warte auf die bearbeitung

Dear fowi30,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavour to complete the withdrawals as soon as possible.

Thank you in advance.

Kind Regards,

BassBet Casino Team

There are still outstanding payments totaling 928 euros that have not yet been processed

es sind immer noch offene auszahlungen von insgesamt 928 euro die noch nicht bearbeitet wurden

everything has been paid out and the case can be closed

many thanks to everyone involved

alles wurde ausgezahlt und der fall kann geschlossen werden

vielen dank an alle beteiligten

Dear fowi30,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation and that you have received your winnings.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're 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 Rate 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,

Michal

Casino Guru