BassBet Casino - プレイヤーの撤退が遅れています。

Hello,

Im not waiting for more than 2 weeks for my withdraws at that casino. I already contacted the support multiple times (close to every day) and they always have new reasons why it's taking that long. Im not getting a timeframe when I will get the money and no other informations. It's really frustrating since I feel like getting lied to all the time from the support (they already said more than a week ago that my request is forwarded and I will receive my money very soon).

I hope you are able to help me.

Best regards,

Torge

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear mrtoot,

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 fully understand the situation.

• Could you please clarify the exact date when you requested the withdrawal?
• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards

Petra

Hello,

so the first 2 withdrawals went through now and I started the next 2 (and one is still remaining). So now I have 3 withdrawals open and I really don't want to wait again more than 2 weeks for the withdrawals to go through like the last 2. I don't know why you can deposit in 2 minutes and need to wait more than 2 weeks for a withdrawal..

Best regards,

Keno

Thank you for your reply and for providing the previous details, mrtoot.

• Is there any update since your last message regarding the status of your withdrawal?
• Could you please clarify the exact date when you made your last successful withdrawals and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Have you received any confirmation email or message regarding your withdrawal request? Please feel free to provide any additional communication you’ve had with the casino, including screenshots, emails, or chat records.

You can send all documents to petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.

Hey,

Ive been using bank transfer all the time. i didnt receive any mails or anything. I have 3 withdrawals open now and the oldest one is from 05/02/26. I always get the same answer, that my wirhdrawal will be forwarded and still nothing happens..

Dear mrtoot

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear mrtoot,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from BassBet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear BassBet Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear mrtoot,

Thank you for reaching out. 

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

Kind regards,

BassBet Casino.

Hello everyone,

thank you, BassBet Casino, for the update. I understand.

mrtoot, we’ll wait for the casino’s further clarification. Please let me know if you receive any new information in the meantime.

I didnt receive any new informations, but Im chatting with the support everyday and already got different reasonst why it takes that long. One time they said I need to verify myself but there wasnt any mail and one the website it said „No verification needed". The next day they said that I dont need to verify myself and its just a delay because they have to many withdrawals..

Its not close to 20 days and I still dont receive my money. I dont know what they want to check for days, its not that hard to see, that I started my first withdrawal on 05/02/26.

Dear mrtoot,

Thank you for the patience.

We kindly inform you that your withdrawals is successfully completed.

Kind regards,

BassBet Casino.

Hello everyone,

thank you, BassBet Casino, for the update.

mrtoot, that’s good news. Could you please confirm whether the withdrawals have arrived in your account and let me know if everything is now settled from your side?

Yes, after close to 3 weeks the next 3 withdrawals are completed. I already waited more than 2 weeks for the first 3, now close to 3 weeks for the next. If I keep waiting 3 weeks for every 3 withdrawals of 500 euro, it will take me like 4-5 months to withdraw my money. They always say they need to do security checks or something, but Im all the time withdrawing to the same bank account with the same name the same details and more. Why do I need to wait 3 weeks everytime and how is that possible while they advertise with 3 days withdrawal…

So Bassbet could you explain why you cant hold your promises and withdraw in the time you specify on your page?

Hello everyone,

mrtoot, thank you for your update and for explaining the situation in more detail. I understand your concerns regarding the repeated delays and how this can be frustrating.

To clarify what is causing these delays, I would like to ask BassBet Casino to provide a clearer overview of the player’s withdrawals. Specifically, it would be helpful to receive a summary of all withdrawals made over the past month, including their dates, amounts, and processing times, as well as information on the current balance remaining on the player’s account. If possible, a transaction log or account statement showing these details would be ideal.

Once this information is available, I’ll review it and follow up with the next steps.

Dear Samuel,

We kindly ask you to provide your email address in order to proceed with the information that you requested.

Kind regards,

BassBet Casino.

Dear Samuel,

Thank you for the patience.

Please disregard my previous email.We kindly inform you that we have sent you an email regarding the matter. Please review it at your earliest convenience. 

Kind regards,

BassBet Casino.

Hello everyone,

thank you BassBet Casino for the email and for providing the information regarding the withdrawals.

mrtoot, thank you for your updates and for your patience throughout this process. From the information provided, it appears that your withdrawals were delayed due to a high volume of withdrawal requests. Based on the current progress, it seems reasonable to expect that the remaining balance should be fully paid out within this month.

Given this, would you be comfortable if we close this complaint as resolved? Of course, if any further issues arise with the remaining payments, you can reopen the complaint at any time.

But a high volume is no reason for a close to 3 week delay. Now my payouts only take 1 day. There cant be such a high volume that the withdrawal takes 3 weeks. That just sound like bullshit for me, to hope that the player loses all their money.

Hello everyone,

BassBet Casino, thanks for your email and for providing the evidence regarding the withdrawals. I really appreciate your cooperation and help in clarifying the situation.

mrtoot, thank you for keeping us updated and for your patience. Please keep an eye on your withdrawals and watch that the monthly limit of €7,000 is respected by the casino.

Dear mrtoot,

Thank you for the patience.

We kindly inform you that your withdrawals is successfully completed.

Kind regards,

BassBet Casino.

Dear mrtoot,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru