BassBet Casino - La cuenta del jugador ha sido cerrada y los fondos aún están pendientes.

Two months ago, Bassbet Casino closed my account by management decision without any reason.

I had around 5,000 euros in the account, and I've been told several times that the money would arrive in my bank account, but I still haven't received it to this day.

Hace 2 meses el casino bassbet cerró mi cuenta por decisión de la administración sin ningún motivo.

Tenía cerca de 5000 euros en la cuenta y en varias ocasiones me han dicho que el dinero llegaría a mi cuenta bancaria pero todavía no lo he recibido a día de hoy.

Dear Mariofc2025,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BassBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share supporting evidence regarding the promise made by the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I've been a casino player for 3-4 months.

One morning when I logged in, it told me that the account was under review, so I contacted them via chat and they told me that the account had been closed by the administration.

I have played slots and especially live casino (crazy time and roulette)

The balance was achieved without any bonuses (I deposited a lot of money)

I'm sending you proof of the conversations where they tell me I'm going to receive the money, both by email and chat, but I still haven't received it.

Thank you!

habré sido jugador del casino durante 3-4 meses.

Una mañana al ir al iniciar sesión me puso que la cuenta estaba en revisión así que contacte vía chat y me dijeron que la cuenta había sido cerrada por decisión de la administración.

He jugado a slots y sobre todo casino en vivo (crazy time y ruleta)

El saldo se logró sin ayuda de ningún bono (he depositado mucho dinero)

Te envío pruebas de las conversaciones donde me dicen que me va a llegar el dinero tanto en correo como en chat pero sigo sin recibirlo.

Gracias!

Thanks for your reply.

• Have you completed account verification in the casino in the past?
• Have you previously withdrawn winnings from the casino?
• Since when did the casino claim they processed payment of your funds?
• Did the casino confirm how much the payout is in your situation?

Hello, I am verified at the casino and have previously made withdrawals without any problems.

On March 25th, they sent me the email I sent you, telling me they were sending me the funds, but I haven't received them. (I spoke to the bank, but they haven't made any transfer.)

They don't tell me how much it is and I can't see it either, but as I told you, it was more than 4,500 euros.

Hola, si estoy verificado en el casino y ya había hecho retiros anteriormente sin problema.

El día 25 de Marzo me enviaron el correo que te he mandando diciéndome que me enviaban los fondos pero no me han llegado. (He hablado con el banco y no me han hecho ninguna transferencia)

No me dicen cuánto dinero es y tampoco puedo acceder a verlo pero como te dije eran más de 4500 euros.

Thanks for your patience.

Could you please share the email or communication in which the casino informed you about the closure of your account?

Send this information to my email at tomas@casino.guru

I apologize for the inconvenience.

I've been dealing with this case for three months now... I'll send you everything I have to the email you provided. Thanks.

Llevo ya 3 meses con este caso…te envío todo lo que tengo al correo que me dices. Gracias.

Thank you very much, Mariofc2025, for providing the necessary information. I will transfer your complaint to my colleague Mirka (miroslava.d@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.

So what should I do now? I'm desperate about this issue.

Entonces que tengo que hacer ahora? Estoy desesperado con este tema..

Dear Mariofc2025,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite BassBet Casino representative to join this conversation.

Dear BassBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

What's happening???

Que pasa???

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.

But if those 7 days have already passed, then?

Pero si ya han pasado esos 7 días, entonces?

Dear Mariofc2025,

It is a standard practice, that we ask the casino to offer explanation from their side. Please remain patient, as we await casino's reply.

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.

And now what happens? It's been another 7 days! I've been waiting for my money for over 3 months. What should I do now?

Y ahora que pasa?? Ya han pasado otros 7 días más! Llevo más de 3 meses esperando mi dinero, que hay que hacer ahora?

Dear Mariofc2025,

We have requested for your bank details multiple time and recently on 6th May, 2025, we requested for your bank details once again. Please share the requested details so we can proceed further accordingly.

Waiting for your update!

Best regards,

BassBet team.

Thank you for your reply, BassBet Casino.

Dear Mariofc2025,

Please notify me, when you will be able to submit the requested documents.

The team confirms that they have already received the email with my bank details to proceed with the withdrawal.

El equipo me confirma que ya ha recibido el correo con mis datos bancarios para proceder con el retiro.

Dear all

Thank you for your patience.

Kindly be informed that customer balance is complete and paid out on our side.

We hope this resolve the situation for you.

Best Regards

BassBet Team

Dear Mariofc2025,

Could you please confirm, if you have received the whole dispute amount?

Thank you.

I have received the money I had in the account, yes. Now I want to know what's happening with all the money I had in bonds, which was a lot, and how I can file a complaint about the delay, since this has caused me psychological stress.

He recibido el dinero que tenía en la cuenta si, ahora quiero saber qué pasa con todo el dinero que tenía en bonos que era muchísimo y cómo puedo poner una denuncia por la tardanza ya que esto me ha derivado en un estrés psicológico.

Dear Mariofc2025,

I am glad to hear, that your withdrawal has been paid out. Could you please clarify, what you meant by money in bonuses?

(Since previously you stated: "The balance was achieved without any bonuses (I deposited a lot of money)") .

There's a section called "Go Fishing," where you accumulate money as you make deposits and play, and I had a ton of money there. I also lost my house because I couldn't pay the mortgage for over three months.

Hay una sección que se llama ve a pescar, que vas sumando dinero a medida que vas haciendo depósitos y jugando, y ahí tenía muchísimo dinero. He perdido mi casa también debido a que durante más de 3 meses no he podido pagar la hipoteca.

Dear BassBet Casino,

Could you please provide clarification regarding the player's bonuses?

Would you be able to send me link to the terms and conditions of the promotion, in which the player participated, and screenshots of the amount, the player was able to retrieve?

Thank you.

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.

Hello Mariofc2025,

We would like to confirm that your balance amount of :- 5 567.40 EUR, was processed, and the money has been sent from our side via manual transfer on 8th May 2025.

You should have received it by now, in your bank account which you had provided to us.

Should you require any additional assistance, please do not hesitate to reach out to our team.

Kind regards,

BassBet team.

Dear Mirka,

Sincerely apologies for the delay in our reply. We did not mean to keep you waiting.

Thank you so much for your patience, understanding and co-operation . We really appreciate it.

Kind regards,

BassBet team.

The money was paid to me, but there is a bond section called (go fish) where I had a lot of coins that could be exchanged for bond money, what happens with that?

El dinero si se me pagó, pero hay una seccion de bonos que se llama (ve a pescar) donde yo tenía muchas monedas que se podian cambiar por dinero en bonos, que pasa con eso??

Dear BassBet Casino,

I would like to remind you, that there are questions I addressed to you, that still remained unanswered.

Please provide explanation to previous y asked questions:

Could you please provide clarification regarding the player's bonuses?

Would you be able to send me link to the terms and conditions of the promotion, in which the player participated, and screenshots of the amount, the player was able to retrieve?

It won't let me into the page anymore. When you deposit money and play, you earn coins that you can then exchange for bonuses. I had a lot of coins, but when my account was closed, I don't know what happened.

No me deja entrar en la página ya, cuando vas depositando dinero y vas jugando vas ganando monedas que luego puedes intercambiar por dinero en bonos, tenía muchísimas monedas pero al cerrarme la cuenta nose que pasa con ello.

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 Mirka,

We apologies for the delay in our response.

We have sent an email to you.

We will wait for your update.

Kind regards,

BassBet team.

Dear Mariofc2025,

It is unfortunate, that the complaint had to be opened for longer than needed, since, as it turns out by evidence provided by the casino, you have not been able to achieve any bonuses in the mentioned, Go Fishing section.

Since there have been concerns regarding payment of mortgage on time because of delayed payout of casino winnings from your side, I would like to recommend you to check out the Responsible Gambling section on our website, along with article How to Gamble Safely, which contains the following section:

3. Only gamble with money you can afford to lose

...

To stay safe, it’s important that you set a budget and only allow yourself to play with money that you can afford to lose, without sacrificing yourself, family, purchases, savings and everything else that you need money for.

If you find yourself spending more than the budget you’ve set aside for gambling-related activities or cutting back on other expenses in favor of gambling, it’s likely that you’ve already developed a problematic gambling habit. If this is the case, we advise you to read our articles on problem gambling diagnosis and how to overcome it.

Since you have been able to withdraw the full disputed amount, I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation.

Best regards,

Mirka Dubasova

Casino.Guru