BassBet Casino - プレイヤーは撤退の問題を抱えている。

Hello,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Bassbet Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?  

I will be waiting for your reply patiently. 

Best regards, 

Katarina

Hello, good morning.

I've always deposited money on Bassbet.

(I have all the transactions to prove it.)

On July 31, 2025, before midnight, I won the jackpot of €59,295.

I immediately sent a withdrawal request for €800.

Since I'm familiar with the casino's rules, daily withdrawals are €800 / monthly €12,000 FOR VIP 3 LEVEL.

The next day, they blocked my withdrawals.

I asked for clarification, but they told me to wait.

Looking closely at the website's Withdrawals section, I realized they asked me to cancel the €800 deposit with the promise of crediting it to my account immediately! But I didn't do it.

I contacted support again, but no vague answers.

After a day, they asked me to verify my account.

Documents sent

1. Identity card (Processed)

2. Certificate of residence (Processed)

3. Confirmation that the bank account was in my name (Processed)

4. Facial verification via phone camera (Processed)

5. (Bank statements from the bank used to make the deposits (Sent but not Processed))

They asked me again, so I sent the documents back (Waiting)

I have photographic/video/documentary evidence.

I'm writing an email because your site won't let me write.

Best regards,

S******* M*******

Update: Today I finally completed the verification! I still haven't cashed out 1 euro of my winnings. Withdrawals have been unblocked, but I still have a withdrawal of 800 euros from July 31, 2025, waiting for it to be transferred to my account. Only 58,800 euros remain to be cashed out because I tried my luck with the rest. I would like to send you all the available proof via email. Can I know where to send it? Best regards, S******** M*********

Hello, 

thank you for your replies and emails.

• Have you made any successful withdrawals before?  
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit? 
• Could you please advise us on 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. 
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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, 

Katarina

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

If anything seems suspicious, contact us directly.

Stay safe.

Hi, yes, I've already made withdrawals in the past! I withdrew two winnings within months of each other.

the withdrawal was made with Revolut

The withdrawal process is still in progress. The number of withdrawals is 3,800/800/790 euros, all of which have been stuck there for days! This morning, support informed me that they will be in my account soon! They are urging the financial department to pay! I'm attaching all the screenshots from before this evening.

Hello,

thank you for your messages and emails.

Unfortunately the last 3 screenshots you have provided have arrived very blurry and unreadable. Could you please send them to my email katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Hello Good morning, I sent all the screenshots of my 3 withdrawals via email!

Salve Buongiorno ho spedito tutti gli screenshot dei miei 3 prelievi via e-mail!

Thank you very much, smanitta91897, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, smanitta91897!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear BassBet Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

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 smanitta91897,

We apologize for any inconvenience caused.

We kindly inform you that verification of the account was successfully completed and the first three withdrawals were successfully completed .

Also, kindly be informed that your new withdrawal requests are scheduled according to your withdrawal limits.

Thank you for your understanding and cooperation.

Kind Regards,

BassBet Casino team

Thank you for letting us know, BassBet Casino team!

smanitta91897, please, let us know how your withdrawals go!

Hello, they made me wait almost a month and already paid me €3,700! After that, they downgraded my VIP level. I was previously level 3, but I stayed there for a month, after which they downgraded me to level 1 (I could have withdrawn €12,000 in a month, but that didn't happen).

I now have 3 pending withdrawals of 800/500/500 euros, I'm waiting for them to confirm them!

ps: it would be nice if, to apologize for what happened for not respecting the 5 days of processing, they brought me back to VIP level 3

I'll keep you updated on everything

Salve buongiorno mi hanno fatto aspettare quasi un mese mi hanno già pagato 3700 euro! Dopo di che mi hanno abbassato il livello vip prima ero livello 3 ci sono rimasto 1 mese dopo di che mi hanno abbassato a livello 1 (in un mese avrei potuto prelevare 12.000 euro ma questo non è avvenuto)

adesso ho 3 prelievi in attesa 800/500/500 euro aspetto che me li confermano!

ps:sarebbe bello che per scusarsi del accaduto per non aver rispettato i 5 giorni di lavorazione mi riportassero a livello 3 vip

vi aggiorno su tutto

Dear BassBet Casino team, could you please explain why player's VIP level is decreased and what are their current withdrawal limits?

Dear smanitta91897,

Regarding the VIP level, we kindly inform you that is mentioned in our Terms & Conditions:

6.12: The customer's VIP level is determined by the activity during 90 (ninety) calendar days prior to the submission of the withdrawal request and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a customer who hasn't been actively placing bets for a month is automatically lowered to the lowest level.

We hope this clarifies this case for you.

Kind Regards,

Bassbet

Well, smanitta91897, I think we have no other choice than to wait until you withdraw your whole balance. Usually, in cases like yours, with higher disputed amounts, we suggest the player that we mark the complaint as resolved, and, if there are any withdrawals rejected, they can send a reopen request at any time. Would such solution be suitable for you?

Good morning, I wanted to point out that I had a month to withdraw €12,000, but it wasn't possible because the casino was late in confirming withdrawals! This month, I've played more than €10,000 from my winnings. So, my VIP level should remain at level 3! I'm therefore requesting a month of VIP level 3 because I wasn't able to use it due to the casino's delays.

Greetings S** M**

Well, as the casino has stated, the VIP level is based on ration of deposits and withdrawals, not bets, unfortunately. Therefore, I would suggest you to stop playing before you lose more.

Dear smanitta91897,

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.

Hello, thank you so much for your help! You are the best platform.

Salve Buongiorno Ringrazio vivamente per il vostro aiuto! Siete la migliore piattaforma

You are welcome! Please, let us know how are your withdrawals going!

A couple of withdrawals have been processed I have 3 under review for a few days

un paio di prelievi sono stati elaborati ne ho 3 in fase di revisione da pochi giorni

Is it possible that you have reached a withdrawal limit?

Dear smanitta91897,

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.

Hello Good morning, payments have not been confirmed for almost a week.

Salve Buongiorno i pagamenti non vengono più confermati da quasi 1 settimana

Dear BassBet Casino, please, let us know if the player has reached some kind of a withdrawal limit or if there is any other reason for delays.

Dear smanitta91897,

We are pleased to inform you that your withdrawal request has been successfully processed.

However, please note that there remains a pending withdrawal that you submitted today.

Kind Regards,

Bassbet Team

We are setting this timer for 14 more days, after which we will ask the player about the progress on withdrawals.

Hello smanitta91897,

We would like to update you that due to Pavel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Pavel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Pavel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear smanitta91897, how is the progress on your withdrawals?

Dear smanitta91897,

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,
Pavel
Casino.Guru