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Urgent Complaint Regarding Withdrawal Issues with Bass Casino

Dear Casino Guru,

I am writing to formally raise a complaint regarding significant difficulties I am experiencing when attempting to withdraw funds from Bass Casino.

I recently won €14,000 on the platform and have fully verified my identity by providing all required documentation. According to the terms and conditions on their website, withdrawals should be permitted up to €2,000 per day, €10,000 per week, and €40,000 per month. However, in practice, I am only allowed to request €400 at a time, with each transaction taking up to 36 hours to process. These restrictions are not reflected in their published policy.

At this rate, it would take over 53 days to withdraw my full balance. I feel this is a deliberate attempt to frustrate the process and pressure me into spending the money I have legitimately won.

Additionally, although I deposited using my Mastercard, three withdrawal attempts to the same card were rejected without explanation. I was then instructed to create a Skrill account to receive my funds—an unexpected and undisclosed requirement that was not mentioned during the deposit process.

This process feels unnecessarily obstructive, inconsistent with the casino’s own terms, and raises serious concerns about fair treatment. I believe I am being unfairly delayed and given the runaround.

I respectfully request your assistance in reviewing and addressing this matter to ensure Bass Casino is operating in compliance with licensing requirements and treating players fairly. I am happy to provide any further documentation or details needed.

Thank you for your time and consideration.

Kind regards,

Nathan 

Dear Ljdj25,

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.

Withdrawal are ment to take 36 hours . I am 8 hours off the newest one to the account they told me to create so everything crossed they do what is correct 🤞will keep in touch

Dear Ljdj25,

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.

Dear Ljdj25,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.