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I made a withdrawal last Thursday for $750 as it was the max withdrawal. After midnight I tried to withdrawal another $750 and I couldn’t. I emailed them asking why. Oddly the next day I was sent an email saying my initial withdraw was on Friday not Thursday which is incorrect, and that it would not start to processed until Monday. It’s now over a week later on Friday and my withdrawal still says it’s under review.

every time I email them I’m told they have put a reminder. I just want my money.

I have now played back the rest of my $5600 win too and they still won’t just give me my $750!

Dear player,

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 the 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.

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.

Thank you

They assured me it would be processed within 3 business days. And when I look at the status it has not been processed at all. It’s still under review. I tried to add a screenshot but it wouldn’t upload.

Sorry I forgot to add, yes my account has been verified.

I have emailed them and continue to get the same response where they assure me my withdrawal is coming and I require no further verification with no progress. I cannot add a photo so I will copy and paste the latest email.

The emails have all pretty much said the same thing since July 4th.

when I log into my account, there has been no change at all on my withdrawal status, just says it’s under review.

They give no estimate of time or cause for the delay, just simply continue to tell me it’s coming and it’s not.

Your request (31314815) has been updated. To add additional comments, reply to this email.

Shawn (Bassbet) 

12 Jul 2025, 22:10 EEST 

Dear Amber,

Thank you for contacting the Bassbet.com support team.

I would like to personally assure you that your withdrawal request is being handled with the utmost priority. After carefully reviewing your case with our Finance Department, we have confirmed that your request remains active and is currently being processed as a top priority.

We have also validated that there is no pending information on your account and that everything is in good standing. 

That said, we sincerely apologize for the delay, as we have unfortunately exceeded our estimated processing time. Please know this was never our intention, and we truly regret any inconvenience caused.

Additionally, please keep in mind that once it has been processed by our team, the time it takes to appear in your account may also depend on your payment provider’s processing times, which could cause a slight additional delay. 

Rest assured, we are doing everything within our reach to complete your request as quickly as possible. 

Your satisfaction means a great deal to us, and we deeply value your trust and continued loyalty.

Thank you once again for your understanding and patience. We will continue to monitor your case closely and keep you informed as soon as there are any updates.

If you have additional questions, please feel free to contact us via email [email protected] or via Live Chat.

Yours sincerely,

Bassbet.com support team

Dear player,

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.

Hi,

I still have not received my funds.

The casino continues to say they’re sorry for the delay. And rest assure I’ll get my money. But they don’t give a timeline or reason.

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

Have you made any successful withdrawals before?

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

Could you please provide a screenshot of your pending withdrawal and your account balance/status?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], 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.

It was my first time playing there.

I did not use any bonuses.

I will email you a screenshot and all relevant communications.

I am unable to uploads a screenshot here for some reason

I forwarded a screen shot and email communications with bassbet to the email you provided above

Dear player, have you received the money?

No

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) 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 Asmart,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BassBet Casino representative to join this conversation and participate in resolving this complaint.

Dear BassBet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Thank you.

I received another email this morning, about 20 mins after you made this reply.

its just repeating the same empty promise that I’ll get my funds. But nothing changes on my account.

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

Dear Asmart,

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,

Stefan