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

Hello

I won a jackpot of 14380€ on April 12, without any bonus or free plays, I won with the deposit I made,

on april 12th i managed to make 2 withdrawal requests of 500€, when i tried the 3rd request it wouldn't let me,

when I consulted the customer service they said that my withdrawal limit would be 500€ per day with a maximum of 3 withdrawals due to being VIP 1, and that normally my withdrawals would take up to 3 working days!

I've had an account since March 2025, I've never waited more than 2 days for a withdrawal!

I contact customer service every day, but the answers are always the same...the withdrawal is being checked...delays ...

Since I've been playing I've never been asked to verify my account!

I asked customer service who confirmed that my account doesn't need verification!

This morning I was told that I couldn't make any more withdrawals because I had 3 on hold, but after 2 hours I logged in to check on the withdrawals and now I'm told "movements blocked by the system".

I contacted customer service to ask why this information had been blocked, as I'd been on hold for a long time.

the agent said he would send me an email with an answer as to why the message was blocked, but so far I haven't received anything.

I don't know what to do, I've never been through this, but I've never had such a large amount to withdraw.

I have printouts of all the amounts and conversations.

I've been patient and always contact customer service, but the answers are always the same.

Could someone please help me resolve this issue?

thanks in advance to anyone who can help

Olá

ganhei um jackpot de 14380€ dia 12 Abril, sem qualquer bonus ou jogadas gratuitas, ganhei com o deposito que fiz,

consegui dia 12 abril fazer 2 pedidos de saque de 500€, quanto tentei o 3 pedido ja nao deixou,

ao consultar o serviço cliente disseram que o meu limite de levantamentos seria de 500€ por dia com maximo ate 3 levantamentos devido ao ser VIP 1, e que normalmente os meus saques demorariam ate 3 dias uteis!

tenho conta desde Março 2025, normalmente nunca esperei mais que 2 dias por um saque!

Tenho contato todos os dias com o serviço cliente, mas as respostas são sempre as mesmas..o saque esta em verificação..atrasos ..

desde que jogo nunca me foi pedido para fazer qualquer verificação de conta!

Perguntei ao serviço cliente que me confirmou que a minha conta não precisa de verificação!

Hoje de manhã aparecia a informação que ao podia fazer mais saques porque tinha 3 em espera, mas passado 2 horas entrei para ver como estavam os saques e agora aparece a informação "movimentos bloqueados pelo sistema".

Contatei o serviço cliente a questionar o pprue dessa informação de bloqueio , como estive muito tempo

à espera no chat o agente disse que me iria mandar um email com a resposta do porquê da mensagem de bloqueio, mas até agora não recebi nada.

Nao sei como agir , nunca passei por isto, mas também nunca tive um valor tão alto para levantar.

Tenho Prints de todos os valores e conversas.

Tenho sido paciente e entro sempre em contato com o serviço cliente, mas as respostas sao sempre as mesmas.

Será que seria possível alguém me ajudar a resolver este assunto por favor?

obrigado desde ja a qualquer um que ajude

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 Ana007,

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

Thank you very much for your feedback, I'll wait the 14 days then

Muito obrigada pelo seu retorno, irei aguardar os 14 dias entao

Hello!

two weeks ago today

since I made the first 3

Unfortunately, nothing has been resolved yet.

I've been in touch with customer service, but they always say they're sorry about the situation and ask me to keep waiting.

thanks in advance to anyone who can help me

Ola!

faz hoje duas semamas

que fiz os primeiros 3 pedidos de

saque..infelizmemte ate agora nada foi resolvido.

tenho contato com serviço cliente, mas dizem sempre que lamentam a situação e pedem para continuar aguardar.

obrigado desde ja a quem me possa ajudar

Dear Ana007,

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

Thank you for your feedback

Unfortunately nothing has been resolved yet.

The first 3 withdrawals since April 12th are still pending.

I've contacted the service several times but the response is that the withdrawals are delayed and they regret the situation and ask me to be patient.

I have also expressed my concern to the customer service about the delayed withdrawals,

since I'm limited to withdrawals of €500 a day, and a maximum of 3 withdrawals at a time!

and also that at the moment I still have the first 3 withdrawals of €500 pending and another €12,820 in the account to withdraw,

but they just ask me to wait and that they regret the situation !

thanks for your help

Olá

Obrigada pelo seu retorno

Infelizmente ainda nada foi resolvido.

os 3 primeiros saques desde dia 12 de Abril ainda estão pendentes.

Entrei várias vezes em contato com o serviço mas a resposta é que os saques estão atrasados e lamentam a situação e pedem me para ser paciente.

exprimi também ao serviço cliente a minha preocupação em relação aos saques atrasados,

já que estou limitado a saques de 500€ diarios, e no máximo 3 saques de cada vez!

e tambem que neste momento ainda tenho os 3 primeiros saques de 500€ pendentes e ainda mais 12 820€ na conta para sacar,

mas só me pedem para aguardar e que lamentam a situação !

obrigado pela ajuda

Hello

Unfortunately today I was checking my account,

I accidentally canceled one of my 500€ withdrawals when I tapped to check...I tried to do it again and my account is blocked without being able to make any more withdrawals!

I tried to check with the service...I spoke to 3 agents because the chat was constantly closing...

but one agent said he had to check the account...

another told me that so far there has been no request for documentation for verification...

the last one said I had to wait for the notification requesting documentation but so far nothing has been requested!

I have all the prints of all the conversations.

I don't understand my delayed withdrawals...and now they're blocked too

I've had an account since March 2025...I've already made withdrawals and I've never had this problem

Please help me

Olá

Hoje Infelizmente ao verificar a minha conta,

por acidente anulei um dos meus saques de 500€ quanto toquei para verificar..tentei fazer de novo e tenho a conta bloqueada sem puder fazer mais saques!

Tentei verificar com o serviço..falei com 3 agentes pois o chat estava constantemente a fechar..

mas um agente disse que tinha que verificar a conta..

outro me diz que até agora não há pedido de documentação para verificação..

o ultimo disse que tinha que esperar pela notificação de pedido de documentação mas até agora nada foi pedido!

tenho todos os prints de todas as conversas.

Não entendo os meus saques atrasados..e agora também bloqueados

tenho conta desde Março 2025..ja fiz saques e nunca tive este problema

Por favor me ajudem

Dear Ana007, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Hello

thank you for your feedback

. I've made several withdrawals before...I've had an account since March 2025 and I've never had this problem

. I was never asked for KYC verification.

. I have accumulated my winnings without any active bonus

. I played casino games

I will forward the conversations here...thanks

the last time i spoke to the agent i questioned why the delay and now i'm also blocked from making withdrawals...

and if i really need to send any documentation since my account says it doesn't need verification, the answer now is that i've exceeded the monthly limit?

So I asked again why if I had only made the 3 withdrawals of 500€ and even with the other smaller withdrawals I hadn't reached 1700€?

Since the withdrawal limit is €7000!

The Agent told me to send an email asking for this information...I sent it explaining everything, but the reply to the email is that "they regret the situation and hope to resolve everything as soon as possible".

thank you very much for your help

Olá

obrigado pelo seu retorno

. Eu já fiz vários saques antes..ja tenho conta desde Março 2025 e nunca tive este problema

. Nunca foi pedido verificação KYC.

. Eu acumulei os meus ganhos sem qualquer bonus ativo

. Joguei jogo de casino

irei reencaminhar por aqui as conversas..obrigado

da ultima vez que falei com agente questionei o porque do atraso e agora tambem estou bloqueada para fazer saques..

e se realmente preciso enviar alguma documentação já que a minha conta diz que nao precisa de verificação, a resposta agora foi que excedi o limite mensal..

entao eu voltei a questionar o porque se eu so tinha feito os os 3 saques de 500€ e mesmo com os outros saques menores nao atingia nem 1700€..

Sendo que o limite de saques sao 7000€ !!

O Agente disse para enviar um email a perguntar essa informação..enviei a explicar tudo , mas a resposta do email e que " lamentam a situação e esperam resolver tudo o melais rapido possivel"

muito obrigado pela ajuda

Dear Ana007,

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, Kubo, (jakub.m@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,

Karla Mayfly

Thank you very much for your time Karla

I look forward to the solver

Muito obrigada pelo seu tempo Karla

fico aguardando pelo solucionador

Dear Ana007,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from BassBet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear BassBet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hi Kubo

Thank you for taking the time to help me

Unfortunately there's still no solution

I spoke to support on May 2nd, but they're asking me to wait.

I'll send you a screenshot of the conversation below

Thank you

Olá Kubo

E obrigado por se disponibilizar em me ajudar

Infelizmente ainda não houve solução

Falei com apoio no dia 2 maio, mas pedem para aguardar.

Envio abaixo os screenshot da conversa

Obrigado

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Ana007,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Bassbet Casino Team.

Dear BassBet Casino,

Thank you for joining the discussion.

Could you please provide an estimated timeframe for completing the investigation and releasing the player’s funds?

Thank you.

Good morning

I have sent everything and everything has been approved with the exception of one of the cards that I no longer have and I have already sent 3 emails to explain

because of health reasons I can't go to portugal to get documentation

I've even sent the statement for the same card

so far there has been no reply to my emails

Thank you

Bom dia

Já enviei tudo e tudo foi aprovado a excepcao de um dos cartões que ja nao tenho e ja mandei 3 emails a explixar

mor lotivos de saude nao posso me deslocar a portugal para obter documentacao

inclusive enviei o extrato do mesmo cartao

ate agora nao ha resposta aos emails

obrigado

Hello Ana007,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo 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 Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Ana007,

Thank you for providing the additional information.

Dear BassBet Casino,

Since one of the cards in question is no longer in the player’s possession, could you please advise on the next steps in the verification process?

Would the provided card statement be sufficient as proof of the player’s previous ownership of the card? Also, could you please confirm whether you have received all other requested information?

Thank you.

I sent the only statement I have

I’ve already sent several emails with the same statement and explaining everything

I don’t even have access to any other type of document because I can only get it in Portugal

and due to my husband’s health, I can’t travel to Portugal

This has been dragging on for months

I don’t know what else to do

My husband had a stroke; I can’t go to Portugal and leave him there, and besides the bank statement I sent, I don’t have anything else

Enviei o unico estrato que tenho

ja enviei varios emails com o mesmo estrato e a explicar tudo

nao tenho sequer acesso a outro tipo de documento pois so o consigo em Portugal

e devido ao estado de saude de meo marido nao me posso deslocar a portugal

a meses que isto se arrasta

nao sei mais o que fazer

meo marido teve um AVC nao posso ir a portugal e deixa lo e eu alem do estrato que enviei nao tenho mais nada

Dear Ana007,

Just to clarify, is the card ending in 0347 the one you no longer have, or is it the other card? Since this was not specified earlier, I understood that the casino had requested the statement for the card you currently have.

No one is asking you to travel to Portugal to obtain the statement. I believe your bank should be able to provide the necessary statement upon an online request. Have you already tried contacting your bank regarding this?

Thank you.

Dear Ana007,

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,
Kubo
Casino.Guru