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Good evening everyone, I made two deposits on BassBet (one of €100 and another of €220). On the same day I had many winnings and now I have a balance of €32800 (excluding pending withdrawals, i.e. 3 of the amount of €500 each). I would like to understand how to act both regarding the delay in paying the aforementioned initial withdrawals and for my concern regarding the high amount of my balance and the possible difficulty in withdrawing the entire amount.

Thanks to anyone who answers me.

Roberto

Buonasera a tutti, ho fatto due depositi su BassBet (uno di 100€ e un altro di 220€). Lo stesso giorno ho avuto molte vincite e adesso ho un saldo di 32800€ (esclusi i prelievi in sospeso, ovvero 3 dall'importo di 500 ciascuno). Vorrei capire come poter agire sia per quanto riguarda il ritardo nel pagamento dei suddetti prelievi iniziali sia per la mia preoccupazione riguardante la cifra alta del mio saldo e l'eventuale difficoltà nel prelevare l'intera somma.

Grazie a chiunque mi risponda.

Roberto

Dear RobertoSnd,

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


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.

I update you that now they asked me to verify my identity and payment method and I uploaded photos of the documents in the appropriate section. I would not like them to make me do this operation just to delay the withdrawals that now I see blocked, no longer being processed.

Vi aggiorno che adesso mi hanno chiesto di verificare identità e metodo di pagamento e ho caricato le foto dei documenti nella sezione apposita. Non vorrei che questa operazione me la facciano fare solo per ritardare i prelievi che adesso li vedo bloccati, non più in elaborazione.

Dear RobertoSnd,

Thank you for your message and for sharing your concerns.

We would like to inform you that the verification process on your account is currently ongoing.

This is a standard procedure in line with our Terms and Conditions, specifically section 5.1, which states:

"You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc."

At the moment, one document is still pending. We kindly ask you to log in to your account and upload the required document as soon as possible so that we can proceed with the finalization of your account verification.

The system clearly indicates which payment method still requires verification. However, if you need any assistance or clarification, feel free to contact our support team — we’ll be happy to send you detailed instructions via email.

Thank you for your patience and cooperation.

Kind regards,

The BassBet Team

Dear Bassbet Casino team,

I have sent you all the documentation you requested.

In light of this, and considering the significant amount in my account, I would like to ask if it is possible to proceed with the processing of the withdrawal as soon as possible.

You will understand that, since this is a large sum, I have a legitimate desire to receive reassurances regarding the crediting times and the certainty that the entire amount will be correctly paid according to the expected timeframes.

I await your kind reply.

Thank you for your attention and cooperation.

Best regards,

Roberto

Gentile team di Bassbet Casino,

ho provveduto a inviarvi tutta la documentazione da voi richiesta.

Alla luce di ciò, e considerando l’importo significativo presente sul mio conto, desidero chiedere se sia possibile procedere con il prima possibile all’elaborazione del prelievo.

Comprenderete che, trattandosi di una somma elevata, nutro un legittimo desiderio di ricevere rassicurazioni in merito ai tempi di accredito e alla certezza che l’intero importo verrà correttamente versato secondo le tempistiche previste.

Resto in attesa di un vostro cortese riscontro.

Grazie per l’attenzione e la collaborazione.

Cordiali saluti,

Roberto

Dear RobertoSnd,

Thank you for your message.

We kindly inform you that the account verification process has not yet been completed.

While we understand your wish to proceed with the requested withdrawal as soon as possible, we are still missing the proof of ownership of the payment method used.

Please note that the system clearly indicates which document is still required.

We kindly ask you to upload it at your earliest convenience so we may proceed accordingly.

Thank you for your cooperation and understanding.

Best Regards,

Bassbet team

Dear BassBet Team

I have uploaded the document you requested again. Ownership is given by my signature on the back of the card I sent you. There is no reason to make me wait so many days. I have sent all the proofs of identity, ownership of documents and payment methods. I await answers and clarifications, and I expect the professionalism that should distinguish you.

Best regards

Roberto

Gentile team di BassBet

Ho caricato di nuovo il documento da Voi richiesto. La titolarità è data dalla mia firma sul retro della carta che Vi ho mandato. Non c'è motivo di farmi attendere così tanti giorni. Ho mandato tutte le prove di identità, di titolarità dei documenti e dei metodi di pagamento. Attendo risposte e chiarimenti, e mi aspetto la professionalità che dovrebbe contraddistinguervi.

Cordiali saluti

Roberto

I would like to request support from Casinoguru team and Bassbet team regarding the safety and reliability of the site, regarding the timing and certainty of pending withdrawals and future withdrawals, emphasizing the importance of the amount of my balance in the gaming account. I am always providing all the documents and verifications requested. I expect professionalism.

I await answers

Thank you

Roberto

Vorrei richiedere per favore supporto al team di Casinoguru e al team di Bassbet riguardo la sicurezza e l'affidabilità del sito, riguardo le tempistiche e la certezza dei prelievi in sospeso e dei prelievi futuri, sottolineando l'importanza della somma del mio saldo nel conto gioco. Sto fornendo sempre tutti i documenti e le verifiche richieste. Mi aspetto professionalità.

Attendo risposte

Grazie

Roberto

Dear RobertoSnd, could you please confirm whether your account verification process has now been fully completed?

No, it has not been completed yet, they have been reviewing the last document sent, that is the bank statement, for about 3 days. The timing is getting too long in my opinion.

Thank you

Roberto

No, ancora non è stata completata, è da circa 3 giorni che stanno revisionando l'ultimo documento mandato, cioè l'estratto conto. Le tempistiche si stanno allungando troppo a mio avviso.

Grazie

Roberto

Dear RobertoSnd,

We’re pleased to inform you that your account has been successfully verified today.

Thank you for your patience throughout the process — we truly appreciate your cooperation and understanding.

Should you have any further questions or need assistance, feel free to let us know.

Kind regards,

Bassbet team

However, the first withdrawal, requested on June 1, has not been processed yet. I hope that now that my account has been successfully verified, the waiting times will be shorter, otherwise it will be impossible and unnerving to request further withdrawals.

Waiting for answers

Thank you

Roberto

Ancora però non è stato elaborato neanche il primo prelievo, richiesto in data 1 giugno. Mi auguro che ora che il mio conto è stato verificato con successo, i tempi di attesa siano più brevi, altrimenti sarà impossibile e snervante richiedere ulteriori prelievi.

In attesa di risposte

Grazie

Roberto

Dear RobertoSnd, do you currently have three pending withdrawals, each for €500?

If I understand correctly, once these withdrawals are processed, your plan is to continue withdrawing the remaining balance from your account in similar installments until the full amount is paid — is that correct?

Dear Dominika, my account has been verified and the first withdrawal of €500 has been authorized. I have 3 more pending, always of €500. My plan is to continue withdrawing until I reach the full amount which is now €60,000. However, I would like to kindly ask Bassbet if it is possible to withdraw the remaining balance in similar installments in cryptocurrencies. I await answers and news and ask for your support in this conversation, as the balance is very important.

Thank you

Roberto

Gentile Dominika, il mio conto è stato verificato e il primo prelievo da 500 € è stato autorizzato. Ne ho altri 3 in sospeso sempre da 500€. Il mio piano è di continuare a prelevare fino a raggiungere l'intera somma che adesso è di 60000€. Vorrei però chiedere gentilmente a Bassbet se sia possibile prelevare il saldo rimanente in rate simili in criptovalute. Attendo risposte e notizie e vi chiedo supporto in questa conversazione, essendo il saldo molto importante.

Grazie

Roberto

Thank you very much, RobertoSnd, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, RobertoSnd!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Dear RobertoSnd,

Thank you for your message.

From our side, we are continuously processing the submitted withdrawal requests — including one that has already been completed today. We expect to finalize the next two withdrawals shortly as well. While there are still a few more to be completed in order to reach the full amount, please rest assured that we are doing our best to accelerate the transactions as much as possible.

Regarding your question about cryptocurrency, we would kindly like to ask whether you have a crypto wallet registered in your own name and if this is the method you would prefer to use for future withdrawals. A brief clarification on this would help us better assist you.

Thank you for your cooperation and understanding.

Best regards,

Bassbet Team

Dear BassBet,

I have two cryptocurrency wallets, namely MetaMask and Phantom. As a cryptocurrency enthusiast, I would prefer to withdraw with this method. I await updates and responses regarding this request.

Thank you very much for your cooperation and support

Roberto

Gentile BassBet,

Io possiedo due portafogli di criptovalute, cioè MetaMask e Phantom. Essendo un appassionato di criptovalute preferirei prelevare con questo metodo. Aspetto aggiornamenti e risposte in merito a questa richiesta.

Grazie mille della collaborazione e del supporto

Roberto

Dear RobertoSnd,

Thank you for your message and for sharing your preferred withdrawal method.

May we kindly ask if you have already tried to submit a withdrawal request using either your MetaMask or Phantom wallet?

If the system does not currently allow you to select this option, it’s possible that a technical step may be required.

In such cases, we kindly recommend making a minimal deposit using the same cryptocurrency method. This will confirm the payment method in our system and should enable withdrawals to that wallet.

Please note that any deposit must be wagered at least once before it becomes eligible for withdrawal, in accordance with our standard policy.

MetaMask is ideal for Ethereum and EVM-compatible assets. It natively supports ETH, USDT, USDC, DOGE (wrapped), and wrapped BTC. We can confirm that these assets are supported by our system, so MetaMask should work effectively for your withdrawal.

Let us know if you need any help with the process — we’re here to assist!

Bassbet Team

Dear Bassbet team,

I just requested a withdrawal of €480 in USDCoin to my MetaMask digital wallet and the withdrawal is being verified; is it necessary to make a minimum deposit with the same payment method or not, since the system allowed me to make the withdrawal with this method?

I await responses and updates.

Thank you

Roberto

Gentile team di Bassbet,

ho appena richiesto un prelievo di 480€ in USDCoin nel mio portafogli digitale MetaMask e il prelievo è in fase di verifica; è necessario effettuare un deposito minimo con lo stesso metodo di pagamento oppure no, dato che il sistema mi ha permesso di fare il prelievo con questo metodo?

Attendo risposte e aggiornamenti.

Grazie

Roberto

Dear RobertoSnd,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Pavel
Casino.Guru

It seem that this complaint was closed by mistake.

RobertoSnd, how is the progress on your withdrawals? Have you been able to withdraw via crypto after all?

Dear RobertoSnd,

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.

I am rejecting this complaint once more.