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I'm having trouble with my withdrawals at Bassbet. Everything is being delayed so much that I'm clearly being prevented from accessing my winnings. I still have two pending withdrawals of €500 each from October 21st and November 5th, plus €8,998 in my account. I can't request any new withdrawals because Bassbet has blocked this function for me. My verification documents aren't being checked either and have been "processing" for weeks without any updates.

Ich komme bei bassbet nicht mit meinen auszahlungen weiter. Alles wird dermaßen verzögert damit man bloß nicht an sein gewonnenes geld kommt. Ich habe noch 2 auszahlungen von jeweils 500€ ausstehend seit 21. Oktober und 05. November plus 8998€ in meinem Account. Ich kann keine neuen Auszahlungen mehr beantragen weil bassbet diese funktion für mich gesperrt hat. Meine verifizierungsdokumente werden auch nicht geprüft und sind wochenlang in bearbeitung ohne updates.

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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 shwoopnic2004, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BassBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• How long have you been a player at this casino, please?
• Could you please advise which documents you have already provided for your KYC verification and when exactly did you send the last one?
• Have you accumulated your winnings with or without an active bonus? 

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. 

Best regards, 

Katarina

Thank you for the quick reply. I've been playing at bassbet Casino since October 17th. On November 11th, I received a request for documents and uploaded them immediately.

ID card + face scan

Selfie with website in the background

Transaction history of my crypto wallet

Proof of my cryptowallet

I deposited using the welcome bonus.

Danke für die schnelle Antwort. Ich spiele seit 17. Oktober im bassbet Casino. Am 11. November kam die Anfrage für Dokumente und ich habe es direkt hochgeladen.

Ausweis + Gesichtscan

Selfie mit Website in Hintergrund

Transaktionsverlauf von meinem Cryptowallet

Nachweis meines cryptowallets

Ich habe mit Willkommensbonus eingezahlt.

Dear shwoopnic2004,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi, I didn't take any screenshots of the live chat history. However, here is the email from November 11th when Bassbet requested the documents.

Four weeks later, the verification is still not complete. And my withdrawals are already six weeks overdue. Bassbet has received all my documents.

Hallo ich habe keine Screenshots vom Live Chat Verlauf gemacht. Hier ist aber die Email vom 11. November als bassbet die Dokumente angefordert hat.

Jetzt 4 Wochen später ist die Verifikation immer noch nicht abgeschlossen. Und meine Auszahlungen sind sogar schon 6 Wochen ausstehend. Bassbet hat von mir alle Dokumente erhalten.

Still no change

Weiterhin keine Veränderung

Dear shwoopnic2004,

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, Samuel (samuel.s@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,

Katarina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear shwoopnic2004,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from BassBet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear BassBet Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear All,

The current delay in processing your funds is due to the mandatory account verification process. To comply with our security and regulatory requirements, we must ensure all necessary documentation is fully verified before withdrawals can be finalized.

We acknowledge that you have already submitted several documents. To expedite this, we have escalated your case to the relevant department for a priority review.Our team is conducting a thorough check as quickly as possible.

If any additional or updated documents are required to complete the process, we will let you know right away.

We appreciate your patience while we perform these checks.

Best regards,

Bassbet casino Team

I saw that my Cryptowallet screenshot was rejected because my name and address weren't on it. I'd also like to point out that Cryptowallets don't contain any personal data, and therefore I can't provide anything other than the screenshot I already uploaded from my Trustwallet app. This screenshot, however, shows my crypto address, which I used for transactions with Bassbet.

Ich habe gesehen dass man Cryptowallet screenshot abgelehnt wurde weil mein Name und adresse nicht drauf sind. Ich weise auch hier darauf hin dass Cryptowallets keine persönlichen daten enthalten und ich daher auch nichts anderes als den bereits hochgeladenen screenshot von meiner trustwallet app zur verfügung stellen kann. Dieser zeigt aber meine cryptoadresse die ich für die transaktionen mit bassbet verwendet habe.

Dear shwoopnic2004 and BassBet Casino,

thank you both for the updates.

I understand the player’s point regarding crypto wallets, as many providers (such as Trust Wallet) do not display personal details like name or address.

BassBet Casino, I kindly ask you to confirm whether a screenshot showing the wallet address used for deposits and withdrawals is sufficient in this case, or if an alternative form of crypto proof of ownership would be acceptable.

I will await your clarification so we can move this case forward.

Dear All,

We are writing to update you on the account review. The relevant department has requested proof of ownership for the cryptocurrency used for recent transactions.

Player needs to provide a screenshot or a statement from the wallet that shows full name of the account holder.

Please let me know if you have any additional questions.

Kind regards,

Bassbet casino Team

Both I and Casino Guru have repeatedly stated here that such a thing doesn't exist. Trustwallet doesn't hold any personal information like name or address. I've uploaded a screenshot of my wallet address. It's the same address I've used for deposits and withdrawals. I can't provide you with any other document!

Could you please finally complete my verification and pay my winnings?

Hier wurde sowohl von mir als auch von Casino Guru mehrfach geschrieben dass sowas nicht existiert. Trustwallet hat keine persönlichen Informationen wie Name oder Adresse. Ich habe einen Screenshot meiner walletadresse hochgeladen. Es ist sie gleiche Adresse von welcher ich ein und ausgezahlt habe. Ich kann Ihnen kein anderen Dokument liefern!

Könnten Sie bitte endlich meine Verifikation abschließen und meine Gewinne bezahlen?

Dear BassBet Casino,

thank you for the update.

At this point, I would like to address the practical limitation raised by the player. As stated multiple times in this thread, Trust Wallet and similar non-custodial crypto wallets do not display or store personal information such as the user’s full name or address. Requesting a document that does not exist in the given wallet environment may prevent the verification from being completed altogether.

Could you please clarify whether an alternative form of crypto proof of ownership would be acceptable in this case (for example, a signed message from the wallet address, a transaction history combined with wallet screenshots, or any other method you accept for non-custodial wallets)?

Providing a clear and realistic alternative would help move this case forward and avoid further unnecessary delays.

I will await your clarification before proceeding further.

Thank you both for your cooperation.

Dear shwoopnic2004,

We are writing to inform you that the relevant department has successfully completed the review of your documents. Your account is now fully verified.

Following this update, your account is cleared for all financial transactions. You may now proceed with your withdrawal request at your convenience through your preferred payment method.

Please note that processing times may vary depending on the withdrawal method selected.

Thank you for your patience during the verification process.

Best regards,

BassBet casino Team

I requested new withdrawals, but they were cancelled again. When will I finally receive my money?

Ich habe neue Auszahlungen beantragt aber die wurden wieder storniert. Wann erhalte ich endlich mein Geld?

Hello everyone,

shwoopnic2004, I understand your withdrawals were cancelled even though your account is now fully verified. Please let us know the details of the cancelled transactions so that BassBet Casino can assist you directly in processing them.

BassBet Casino, your support in helping the player with these withdrawals would be appreciated.

Dear shwoopnic2004,

We are writing to provide you with an update on your recent transaction activity.

We have confirmed that your three previous withdrawal requests of 500 EUR each have been successfully processed and completed. The funds should be reflected in your account according to your payment provider’s standard processing times.

As these transactions have reached completion, you are now welcome to proceed with any new withdrawal requests at your convenience.

Kind regards,

BassBet casino Team

Dear shwoopnic2004 and BassBet Casino,

thank you both for the updates.

shwoopnic2004, according to BassBet Casino, your previous withdrawals of 500 EUR each have now been successfully processed. Could you please confirm how much remains on your account to be withdrawn? This will help us understand the full situation and keep the complaint record accurate.

If the remaining funds can now be withdrawn without further issues, we can proceed to close this complaint, with the option to reopen it later should any unexpected problem arise.

BassBet Casino, thank you again for your cooperation and for providing clear updates throughout the verification and withdrawal process.

Dear shwoopnic2004,

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.

Hello, I'm still waiting for €6500.

Hallo ich warte noch auf 6500€.

Dear shwoopnic2004,

Thank you for the update. I will continue to monitor the progress of your withdrawals. If any complications arise, please let me know and I will assist further.

I still have €3500 to receive, but I cannot request any new payments this month as the limit has been reached.

Ich habe noch 3500€ zu erhalten, aber ich kann diesen Monat keine neuen auszahlungen mehr beantragen da das limit erreicht wurde.

Dear All,

Our records indicate that the majority of your requested withdrawals have now been successfully processed and paid out. Following these transactions, the current account balance stands at 2998.90 EUR.

Please be advised that as the monthly withdrawal threshold has now been reached, any remaining or subsequent transfers will be paused for the time being. We will proceed with the next phase of payouts once the month of January ends.

Thank you for your patience and understanding.

Best regards,

BassBet Casino Team

Dear Angelina,

You are now cleared to proceed with your withdrawal request.

Thank you for your patience during this process.

Best regards,

BassBet Casino Team

Hello shwoopnic2004,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello everyone,

I’m back, thank you for your patience.

Thank you, BassBet Casino, for the update.

shwoopnic2004, could you please confirm whether the payments have already arrived on your side and let me know the current status?

Thank you.

Dear shwoopnic2004,

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

Dear shwoopnic2004,

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,

Samuel