BassBet Casino - O jogador ainda não recebeu os seus prémios.

It's been almost two weeks since I made 3 withdrawal requests of a total sum 1000€.

I have sent them multiple times e-mail to support and to the personal assistant that I have been assigned, regarding the delay and all I get as an answer is that they have put my request to higher priority and that it should be completed shortly. The personal assistant also stated that my withdrawal have been approved but on the bassbet platform it still says under review. I haven't completed any KYC but I have asked if it's necessary 2 or 3 times and they said it's not.

Dear player,

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 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 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

No updates at all, still the same situation.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Has the status of your withdrawal requests changed since your last message?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Dear Dominika, good day,

This the first time I make withdrawals, the winnings where accumulated without bonus and the status of the transaction is still the same "under review" I will send you screenshots of the communication with the Casino, at the provided email.

Thanks and best regards

Dear player, could you please confirm whether you have received the withdrawal by now, or if the status of your withdrawal has changed in any way? For example, is it still marked as pending, under review, or has it been approved?

Dear Dominika,

Please be informed that I still haven't received any payment, and the status is till the same "under review"

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) 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.

Dear AGGELOSKANELLO,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BassBet Casino representative to join this conversation and participate in resolving this complaint.

Dear BassBet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear AGGELOSKANELLO,

Our sincere apologies for your experience.

Your request has been forwarded to the appropriate department.

We will inform you as soon as we have further information.

Thank you,

BassBet Team

Dear BassBet Casino,

Thank you for your response and the information you have provided.

Please keep us updated regarding the matter.

I'll be awaiting your reply.

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

Dear AGGELOSKANELLO,

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,

Stefan