BassBet Casino - El jugador cree que el reintegro se ha retrasado.

Hello everyone ,

I played slots at the Bassbet Casino on May 28, 29, and 30, 2025, and won a total of €4,200. Since you don't win that much every day, I definitely wanted to cash it out in full. I requested the first three payouts of €500 each on May 28, 29, and 30.

Since then, I've been waiting for my outstanding withdrawal requests to be processed. After contacting customer service, I'm given new, general reasons for the delay every day (I'm happy to forward the complete process via email).

I have successfully received payouts of various amounts several times in the past.

I have the feeling that they're obviously trying to keep me waiting and hope that I'll cancel my withdrawal.

I'm at a loss as to how long it will take to pay out the entire 4200 euros when the first three payouts have not been processed for so long.

Hallo Zusammen ,

ich habe am 28,29,30.5.25 im bassbet Casino automaten Slots gespielt und insgesamt eine Gewinn von 4200 Euro erzielt. Da man so einen Gewinn ja nicht alle Tage hat wollte / will ich diesen aufjedenfall komplett auszahlen . Die ersten drei Auszahlungen habe ich somit gleich am 28.5 , 29.5 & 30.5 jeweils von 500 Euro beantragt .

Seitdem warte ich auf die Bearbeitung meiner offenen Auszahlungsanträge. Nach Kontaktaufnahme mit dem Kundendienst werden mir jeden Tag neue allgemeine Gründe für die Verzögerung genannt (den kompletten Verlauf kann ich gerne per email weiterleiten ) .

Ich hab in Vergangenheit schon mehrfach Auszahlungen in verschiedensten Beträgen erfolgreich erhalten .

Ich hab das Gefühl man möchte mich hier offensichtlich hinhalten und hoffen ich würde meine Auszahlung doch noch wieder stornieren.

Ich bin ratlos wie lange es dauern soll die kompletten 4200 Euro auszuzahlen , wenn die ersten 3 Auszahlungen bereits so lange nicht bearbeitet wurden .

Dear maxi12368,

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.

I would like to add that I have asked customer service via chat several times whether an account verification is required, this has been denied every time, it was all a mess, they said

ich möchte noch hinzufügen das ich bei Kundendienst per Chat mehrfach nachgefragt habe ob eine Konto Verifizierung gefordert ist , dies wurde bisher jedes mal verneint , es sei alles Unordnung hieß es

Dear maxi12368,

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.

Hello Casinoguru Team,

My withdrawal requests still haven't been processed. I wrote to support again yesterday, and they assured me they'd thoroughly checked my profile again but found nothing that would block the withdrawal, and that verification on my part was discreetly unnecessary. This begs the question: why hasn't the withdrawal been processed yet? They didn't give any specific reasons.

Thank you very much for your help, I hope for a solution soon

Hallo Casinoguru Team ,

meine Anträge auf Auszahlung wurde bisher immer noch nicht bearbeitet . Ich habe gestern nochmal mit dem Support geschrieben , dort versicherte man mir man habe mein Profil nochmal gründlich geprüft aber nichts gefunden was die Auszahlung blockiert , auch eine Verifizierung meinerseits sei dezent nicht notwendig . Da stellt sich mir die Frage warum die Auszahlung dann noch immer nicht bearbeitet ist , genaue Gründe würden auch nicht genannt .

vielen Dank für ihre Hilfe , ich hoffe auf baldige Lösung

Dear maxi12368, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

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

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.

Hello dominika,

I have not yet issued a KYC certification, even after repeated requests this was denied, I have sent you the complete process via email

Hallo dominika ,

eine kyc Zertifizierung wurde von mir bisher nicht Verlag , auch nach mehrfacher Nachfrage wurde dies verneint , den kompletten Verlauf hab ich dir per email zukommen lassen

Additionally, the winnings were achieved without an active bonus.

Noch ergänzend , die Gewinne wurden ohne aktiven Bonus erzielt .

Hello Casino Guru Team,

I've finally received the three outstanding payments. Now I'm waiting for the next payments. I'm curious to see how long it will take this time. Thank you very much for taking on this case!

Hallo Casino Guru Team ,

die drei offenen Auszahlungen hab ich nun endlich erhalten . Nun stehen die nächsten Auszahlungen zur Anfrage , ich bin gespannt wie lange es diesmal dauert . Vielen Dank trotzdem das Sie sich diesem Fall angenommen haben !

Dear maxi12368, thank you very much for the update, and I’m happy to hear that the first three payments have been received.

Could you please let us know when exactly you requested the new withdrawals and what the amounts are? This will help us follow up with the casino more effectively.

I requested a withdrawal of €500 on June 15th and today, June 16th. Tomorrow, June 17th, I'll request the next €500. According to the terms and conditions, I can't have more than three open requests. Then I'll wait again, hoping it will go through much faster this time.

ich habe am 15.6 und heute am 16.6 jeweils eine Auszahlung in Höhe von 500 Euro beantragt . Morgen 17.6 werde ich dann die nächsten 500 Euro beantragen , mehr als drei offene Anträge geht ja laut AGB nicht . Dann werde ich wieder warten , in der Hoffnung das es dieses mal wesentlich schneller geht .

Thank you very much, maxi12368, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.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.

Dear maxi12368,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BassBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear maxi12368,

Thank you for reaching out to us.

We would kindly like to apologize for the delay of your previous withdrawal request. Please be informed that all your delayed requests have been successfully complete.

Furthermore we would kindly like to inform you that, at the moment there are 3 pending requests from the 15.-16. and 17.06.

Please be informed that it can take up to 3 working days to finalize your payment.

We will complete the payment as soon as possible.

Thank you for your patience and understanding.

Kind Regards,

Bassbet Casino Team

Dear maxi12368,

please keep us updated when you receive your funds.

There are now two payouts remaining, each of €500. Requested on June 18th and 19th.

Es stehen jetzt noch zwei Auszahlungen jeweils in Höhe von 500 Euro zur Auszahlung . Beantragt am 18.6& 19.6

Dear maxi12368,

We would kindly like to apologize for the delay and inform you that your current request is forwarded and will be finalized in the nearest time.

Thank you for your patience and understanding in this matter.

Kind Regards,

Bassbet Casino Team

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

Dear maxi12368,

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,

Jana