BassBet Casino - El jugador aún no ha recibido las ganancias.

I am filing a complaint against BassBet Casino regarding an unpaid balance of 4,500 EUR.

The disputed amount consists entirely of real money deposits and winnings. I did not use any bonuses related to this balance, therefore no wagering or bonus conditions apply.

My account has been fully verified, and I have complied with all KYC requirements requested by the casino. Despite this, my withdrawal request has either been unreasonably delayed or refused, without a clear and justified explanation supported by specific Terms and Conditions.

The casino has failed to demonstrate any serious breach of rules on my part that would justify withholding my funds. Repeated attempts to resolve the issue through customer support have not resulted in payment.

I am requesting the full payment of 4,500 EUR.

I am willing to cooperate fully and provide any additional evidence if required.

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 Lazos1988,

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

Dear Lazos1988,

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 Karla,

My case has still not been resolved.

I have been constantly communicating via BassBet’s live chat, and they keep repeating the same responses over and over again. After doing a small investigation, I found out that BassBet belongs to the Stellar Casino Ltd group, which also owns other casinos such as Spinanga.

They continue not to respond to emails, and the status of my withdrawals is not progressing. At this moment, I have three pending withdrawals:

08/01 – €500

09/01 – €500

19/01 – €500

In addition, I have an available balance that I also want to withdraw, amounting to another €3,300.

I will provide screenshots showing everything mentioned above.

I believe they will ignore you as well, as this appears to be a group of scammers. I sincerely hope that my opinion proves to be wrong and that I finally receive my money.

Kind regards,

Hello Lazos1988,

Thank you for the update.

To help us proceed more efficiently, could you please confirm the following details:

• The exact date when your first withdrawal request was submitted
• The payment method selected for these withdrawals
• The current status of each withdrawal in your casino account (pending / approved / rejected)
• Whether the casino has provided any specific reason for the delay or requested any additional documents
• Did you wager or use your balance on sportsbetting section?

Once this information is confirmed, we will be able to move forward with the next steps and contact the casino if necessary.

Thank you for your cooperation.

Karla

Dear Lazos1988,

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,
Karla
Casino.Guru