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The player from Norway had a pending withdrawal request of 5000 NOK made on February 1st, 2025, which remained unprocessed despite multiple inquiries to customer support. Although all necessary verification documents had been submitted, the response from the casino had been generic and unhelpful, leading to frustration. The issue was resolved after the player confirmed receipt of his winnings, prompting the Complaints Team to mark the complaint as 'resolved' in their system. The player's cooperation and confirmation were appreciated, and he was invited to provide feedback on the services offered by the Complaints Team.
Igrač iz Norveške je 1. februara 2025. imao nerešeni zahtev za povlačenje od 5000 NOK, koji je ostao neobrađen uprkos višestrukim upitima korisničkoj podršci. Iako su svi neophodni dokumenti za verifikaciju dostavljeni, odgovor iz kazina je bio generički i beskorisan, što je dovelo do frustracije. Problem je rešen nakon što je igrač potvrdio prijem svog dobitka, što je navelo Tim za žalbe da označi žalbu kao 'rešenu' u svom sistemu. Saradnja i potvrda igrača su cenjeni, a on je pozvan da pruži povratne informacije o uslugama koje nudi Tim za žalbe.
Podnio sam zahtjev za povlačenje 5000 NOK 1. februara 2025. Iako je prošlo nekoliko dana, povlačenje još uvijek nije obrađeno. Više puta sam kontaktirao korisničku podršku, ali sam dobio standardne odgovore i bez određenog vremenskog okvira kada će povlačenje biti završeno. Već sam predao svu potrebnu dokumentaciju za verifikaciju, a proces je nepotrebno odložen.
Frustriran sam i ne mogu da dobijem rešenje, pa tražim pomoć od Casino Gurua da mi pomogne da ubrzam obradu mog povlačenja.
Description of the issue:
I made a withdrawal request for 5000 NOK on February 1st, 2025. Despite several days having passed, the withdrawal has still not been processed. I have contacted customer support multiple times, but I have received standard responses and no specific timeline for when the withdrawal will be completed. I have already submitted all necessary verification documents, and the process has been unnecessarily delayed.
I am frustrated and unable to get a resolution, so I am seeking assistance from Casino Guru to help expedite the processing of my withdrawal.
Hvala vam puno što ste podneli žalbu. Žao nam je što čujemo za problem sa vašim povlačenjem i razumemo vašu zabrinutost. Međutim, imajte na umu da je prilično uobičajeno da povlačenja potraju nekoliko dana ili čak nedelja da se u potpunosti obrađuju. To znači da može proći neko vreme pre nego što se novac pojavi na vašem računu. Ovo kašnjenje može biti uzrokovano nedovršenom KIC verifikacijom ili velikim brojem zahteva za povlačenje.
Zbog toga savetujemo igrače da budu strpljivi, da u potpunosti sarađuju sa kazinom i da sačekaju najmanje 14 dana nakon zahteva za povlačenje pre nego što podnesu žalbu.
Ako je vaš nalog uspešno verifikovan, vaša istorija igara proverena, vaše povlačenje odobreno od strane kazina, a još uvek niste primili svoje dobitke 14 dana od zahteva za povlačenje, mi ćemo intervenisati i dati sve od sebe da vam pomognemo.
Hvala unapred na strpljenju i razumevanju.
Srdačan pozdrav,
Kristina
Dear Robinpett,
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.
Međutim, teško mi je da razumem zašto je moj drugi zahtev za povlačenje, podnet sledećeg dana, obrađen, ali moj prvi zahtev od 1. februara 2025. još uvek nije završen.
Tražio sam korisničku podršku za pojašnjenje zašto se to dogodilo, ali nisam dobio jasan odgovor. Ova nedoslednost povećava moju frustraciju, pošto sam pratio sve neophodne korake i obezbedio potrebnu dokumentaciju.
Nastaviću da čekam ažuriranje, ali očekujem da će ovaj problem biti brzo rešen.
Srdačan pozdrav,
Robin P***
Kristina,
However, I find it difficult to understand why my second withdrawal request, made the following day, was processed, but my first request from February 1st, 2025, has not been completed yet.
I have asked customer support for clarification on why this happened, but I have not received a clear answer. This inconsistency is adding to my frustration, as I’ve followed all the necessary steps and provided the required documentation.
I will continue to wait for an update, but I expect this issue to be resolved promptly.
Hvala vam na odgovoru, Robinpett. Želeo bih da naglasim da uvek dajemo kazinu dve pune nedelje da obradi svaku uplatu . Ostaviću ovu žalbu otvorenom i ako do kraja ovog vremenskog okvira ne dođe do razvoja, mi ćemo intervenisati. Ostanimo pozitivni i nadam se da ću uskoro čuti dobre vesti o vašem povlačenju. Hvala vam unapred na strpljenju i obaveštavajte me o svim daljim dešavanjima.
Thank you for your reply, Robinpett. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
Dao sam svu potrebnu dokumentaciju, proces je nepotrebno odugovlačen bez valjanog objašnjenja.
Dokumenti koje sam dostavio, uključujući moj izvod Revolut računa i snimke ekrana kartice, više puta su odbijani. Ovi dokumenti su ispravni i zadovoljavaju BassBet-ove sopstvene smernice. Međutim, njihova korisnička podrška nastavlja da pruža standardne odgovore generisane veštačkom inteligencijom, tvrdeći da se dokumenti pregledaju, ali bez konkretnih ažuriranja ili rešenja. Poslednji odgovor koji sam dobio bila je opšta poruka u kojoj se navodi da je moje povlačenje u redu, ali nije preduzeta jasna akcija.
Smatram da je zabrinjavajuće što su koristili verifikaciju kao izgovor za odlaganje mog povlačenja, posebno s obzirom da se približava predstojeći vikend. Čini se da je kašnjenje možda namerno kako bi se izbegla obrada isplata pre vikenda. Ovaj nedostatak transparentnosti, u kombinaciji sa automatizacijom odgovora, samo je dodao moju frustraciju.
Uprkos tome što mi je obećano ažuriranje, nisam dobio nikakvo obaveštenje o statusu verifikacije i samo sam obavešten da će do dalje obrade doći „uskoro" nakon nekoliko dana čekanja. Tim za podršku nije pokazao jasnu spremnost da reši problem i osećam da se ova situacija pogrešno rešava.
S obzirom na to da je BassBet licenciran pod Anžuanskom agencijom za licenciranje igara, zabrinut sam da se ne pridržavaju odgovarajućih regulatornih standarda u obradi povlačenja i blagovremenoj verifikaciji računa.
Cenio bih vašu pomoć u rešavanju ovog problema i obezbeđivanju da se BassBet smatra odgovornim za njihova kašnjenja i korišćenje odgovora generisanih veštačkom inteligencijom koji ne dovode do bilo kakvog smislenog rešenja.
I have provided all required documentation, the process has been unnecessarily delayed without any valid explanation.
The documents I have submitted, including my Revolut account statement and card screenshots, have been repeatedly rejected. These documents are correct and meet BassBet's own guidelines. However, their customer support continues to provide standard AI-generated responses, claiming that the documents are being reviewed, but with no concrete update or resolution. The latest response I received was a generic message stating that my withdrawal was in queue, but no clear action was taken.
I find it concerning that they have used verification as an excuse to delay my withdrawal, particularly with the upcoming weekend approaching. It appears that the delay may be intentional to avoid processing withdrawals before the weekend. This lack of transparency, combined with the automation of responses, has only added to my frustration.
Despite being promised an update, I have not received any notification of the verification status and was only informed that further processing would occur "soon" after several days of waiting. The support team has shown no clear willingness to resolve the issue, and I feel that this situation is being mishandled.
Given that BassBet is licensed under the Anjouan Gaming License Authority, I am concerned that they are not adhering to proper regulatory standards in processing withdrawals and verifying accounts in a timely manner.
I would appreciate your assistance in addressing this issue and ensuring that BassBet is held accountable for their delays and the use of AI-generated responses that do not lead to any meaningful resolution.
Hvala vam puno, Robinpett, na saradnji. Vašu žalbu ću sada preneti koleginici Katarini ( katarina.d@casino.guru ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, Robinpett, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.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.
Produžavamo tajmer za 7 dana. Molim vas da znate da ukoliko ne odgovorite u zadato vreme ili ne pružite asistenciju, mi ćemo da odbijemo prigovor.
Dear Robinpett,
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.
Drago nam je da čujemo da je vaš problem rešen. Označićemo žalbu kao „rešenu" u našem sistemu. Cenimo vašu saradnju i potvrdu. Ako ikada naiđete na probleme sa ovim ili bilo kojim drugim kazinom u budućnosti, slobodno se obratite našem Centru za rešavanje žalbi. Tu smo da pomognemo.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam veoma zahvalni ako biste odvojili trenutak i podelili svoje iskustvo sa našim uslugama na Trustpilot https://vvv.trustpilot.com/evaluate/casino.guru . Iskren pregled, zajedno sa svim predlozima za poboljšanje, bio bi od neprocenjive vrednosti. Vaše povratne informacije mogu pomoći drugima koji možda razmišljaju da nas kontaktiraju radi pomoći u vezi sa problemima vezanim za onlajn kazino.
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Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Katarina Duboak
Casino.Guru
Dear Robinpett,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina Duboak
Casino.Guru
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