BassBet Casino - Игрок заявляет о задержке выплат.

Asked a withdrawal 8 days ago, thinking it will be processed in 3 working days. It is still "under investigation", although every time i ask the chat support they say everything is okay there is just a littlw delay. One agent told me to write an e-mail, i wrote it, no answer, nothing happening. I genuinely think they dont want to pay out and that they want me to lose hope and cancel the withdraw and lose it all. That wont happen.

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 Zlzl,

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

Update:

This is the only website I used my card and they charged my card today with 14€. I did not deposit, i did not approvethis transaction, they just charged it... 9 days went by, my withdrawal is nowhere to be found. Customer support keeps copy pasting the same answer again and again "be patient, and the finance teem is already working on it. Regarding the unauthorised charge of my card they say they dont charge any fees, contact my bank. This is the only place I used my card, yes they charged it.

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

Dear Zlzl,

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,

Jean