BassBet Casino - Играчът е изправен пред намалени лимити за теглене след промяна на VIP нивото.

Hello everyone,

The following situation: Between September 15, 2025 and October 15, 2025, I made a total profit of 34,000 euros. So far so good, in the casino the payout limits get higher with each VIP level. I myself had a VIP level 4 up until October 15, 2025, which includes a daily payout of 1,000 euros and a maximum of 15,000 per month. I have already started with the payouts; the first 7,000 have already been paid out and are already credited to my bank account. Everything always went quickly; within 24 hours I had the 1,000 euros I had requested, step by step.

Yesterday (10/15/25) my VIP level was reduced from 4 to 1 (level 1 was also reduced to 0%) along with the payout. This means I can only withdraw €500 per day and a maximum of €7,000 per month. This means I can no longer make withdrawals for the month of October, and from November onwards, only in €500 increments.

After asking in the customer chat, the only answer I received was that if the account was inactive for 30 days, the level would be reset to 1. However, this isn't the case for me; I've been active in the last 30 days, with deposits, bets, and withdrawals.

To me it looks as if they want to make it much more difficult/virtually impossible for me to withdraw my money.

I haven't received a response from customer service yet.

I am very frustrated and feel like I am not being treated fairly. How am I ever going to be able to pay out such a large amount in full given the current payout conditions?

I have all the evidence for the period of how active the account was with deposits and withdrawals.

I really hope you can help and together with me to find a clarification for the casino

Moin Zusammen ,

folgende Situation , ich habe im Zeitraum vom 15.9.25-15.10.25 insgesamt einen Gesamtgewinn von 34000 Euro erzielt . Soweit so gut , in dem Casino werden die Auszahllimits durch VIP Level immer höher . Ich selbst hatte bis zum 15.10.25 ein VIP Level 4 , was eine tägliche Auszahlung von 1000 Euro und max. 15000 im Monat beinhaltet . Mit der Auszahlung habe ich bereits begonnen , die ersten 7000 wurden bereits ausgezahlt und sind auf meinem Bankkonto bereits gutgeschrieben , ging immer alles schnell , innerhalb von 24h hatte ich die jeweils 1000 beantragten Euro Schritt für Schritt.

Nun hat man mir gestern ( 15.10.25) mit der Auszahlung gleichzeitig mein VIP Level von 4 auf 1 reduziert ( das Level 1 auch auf 0% abgeschlossen ) , bedeutet nur noch 500euro Auszahlung am Tag und max. 7000 im Monat . Dies hat jetzt zur Folge das ich für den Monat Oktober keine Auszahlungen mehr tätigen kann und ab November dann nur noch in 500 Euro Schritten .

Nach Rückfrage im Kunden Chat gab lediglich der bot mir die Antwort wenn das Konto 30 Tage inaktiv sei würde das Level wieder auf 1 runtergesetzt werden . Dies ist bei mir aber nicht der Fall , ich war aktiv in den letzten 30 Tagen , mit Einzahlungen , Wetten und Auszahlungen .

für mich sieht das Ganze so aus als möchte man mir meine Auszahlung erheblich erschweren / quasi unmöglich machen .

Vom Kundenservice habe ich bisher keine Antwort erhalten .

Ich bin sehr frustriert und fühle mich nicht fair behandelt , wie soll ich einen solch hohen Betrag bei den jetzigen Auszahlbedingungen jemals komplett auszahlen .

Ich habe alle Nachweise für den Zeitraum , wie aktiv das Konto war mit Ein&Auszahlungen .

ich hoffe sehr ihr könnt weiterhelfen und gemeinsam mit mir , den Casino eine Klärung zu finden

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions of BassBet Casino, and this is what I found:

6.12 The customer's VIP level is determined by the activity during 90 (ninety) calendar days prior to the submission of the withdrawal request and can be changed depending on the ratio of deposits and withdrawals which were made and bonuses which were received. The status of a customer who hasn't been actively placing bets for a month is automatically lowered to the lowest level.

Have you received any notifications or warnings regarding the change of your VIP status?

When was the last time you made a deposit into this casino?

How many bonuses have you activated at this casino in the last 90 days?

Have you contacted your VIP manager to ask about the sudden change in your VIP status?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hello Veronica,

Thanks for the quick response.

I made my last deposit on 10/10/25.

I was not informed by support or my VIP manager that my VIP level was being downgraded.

I have contacted the VIP manager, but have not received a response yet.

Hallo Veronika ,

danke für die schnelle Rückmeldung .

meine letzte Einzahlung habe ich am 10.10.25 getätigt .

Ich würde weder von dem Support noch von meinem VIP Manager informiert das mein VIP Level runtergestuft wird .

den vIP Manager habe ich kontaktiert , bisher keine Antwort .

Have you received any response from your VIP manager in the meantime? If so, kindly forward me all the communication that could be relevant and helpful to the investigation of your case. My email address is [email protected]. I appreciate your patience and cooperation.

Hello Veronica,

I have just sent you the entire email history, thank you again for your support

Hallo Veronika ,

den gesamten Mail Verlauf habe ich dir gerade zukommen lassen , vielen Dank nochmal für deine Unterstützung

Thank you for your emails. Could you please send me screenshots from your profile, showing the transactions and gaming activity you had in the last 30 days from the moment your VIP level was downgraded?

When was the last time you received a withdrawal from this casino?

Good morning ,

The last payment was on October 15th; I will send you everything else by email.

For your information: since Saturday, November 1st, I can request withdrawals again, but only at level 1, 500 euros per day.

LG

Moin ,

die letzte Auszahlung war am 15.10 , alles andere lasse ich ihnen per Mail zukommen .

Zur Info :, seid Samstag 1.11 kann ich wieder Auszahlungen beantragen , jedoch nur auf Level 1 , 500 Euro am Tag

LG

Hi, I'd like to add that I've already requested 3 payouts of €500 each, the first on November 1st, 4th, and 5th.

The request for payment from November 1st has still not been answered.

In my opinion, they are clearly trying to stall me and make the payout as difficult as possible. As long as I was at VIP Level 4, all payouts were processed and paid out within 24 hours.

I'm starting to get desperate; how long will it take to pay out my winnings?

I hope you can mediate.

Regards

Moin , ich möchte noch hinzufügen das ich nun bereits 3 Auszahlungen jeweils 500€ beantragt habe , die erste am 1.11 &4.11&5.11.

Die Anfrage auf Auszahlung vom 1.11 ist stand jetzt noch immer nicht beantwortet worden .

in meinen Augen möchte man mich hier ganz klar hinhalten und mir die Auszahlung so schwer wie möglich machen . Solange ich das VIP Level 4 hatte wurden alle Auzahlungen innerhalb 24h bearbeitet und ausgezahlt .

langsam bin ich ratlos , wie lange soll es dauern meinen Gewinn auszuzahlen ?

Ich hoffe ihr könnt vermitteln .

mfg

Dear maxi12368

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, Martina ([email protected]). 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,

Veronika

Dear maxi12368,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BassBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s VIP level dropped and what is the reason why his withdrawals have not been processed yet?

Thank you in advance for providing the information.

Dear maxi12368,

Please note that your current withdrawal limit has been adjusted in accordance with Section 6.12 of our Terms & Conditions.

Your VIP level is determined by your activity over the past 90 days and may be lowered if there has been reduced betting activity.

You can still make withdrawals daily within the set limit as outlined in our Terms & Conditions.

Kind Regards,

BassBet Team

Hello Bassbet Team,

I am familiar with your terms and conditions. However, I have been actively betting for the past 90 days, as you can see from my betting history. Furthermore, your terms and conditions state that a demotion to level 1 only occurs if the player account has been inactive for 30 days, but this was not the case with my account.

So, to reiterate the question: why was I suddenly demoted from level 4 to level 1, shortly after I had a big win?

Furthermore, last week my three withdrawal requests, each for €500, were cancelled without explanation. I have now submitted three more withdrawal requests, again for €500 each (the first request was on November 8th), which have also not yet been processed.

I would like to ask you to review my request again carefully so that it does not hinder my future payouts and I can withdraw my winnings in full as soon as possible.

I remain with kind regards and hope for a prompt resolution.

Hallo Bassbet Team ,

ihre AGB‘s sind mir bekannt . Ich war in den letzten 90 Tagen aber Wettaktiv , wie Sie aus meine Spielverlauf auch entnehmen können . Des Weiteren geben Sie in ihren AGB an das eine runter Stufung auf Level 1 nur stattfindet wenn das Spielerkonto 30 Tage inaktiv war , aber auch das ist in meinem Konto nicht der Fall gewesen .

Also nochmal die Frage , warum wurde ich dann einfach so von Level 4 auf Level 1 runtergestuft , kurz nachdem ich einen großen Gewinn hatte ?

Hinzu kommt das letzte Woche meine 3 Auszahlungsanträgen jeweils in Höhe von 500Euro grundlos storniert wurden . Nun habe ich drei weitere Anfragen auf Auszahlung gestellt wieder jeweils 500€ ( erster Antrag vom 8.11 ) die bisher auch nicht bearbeitet wurden .

Ich möchte Sie gerne bitten mein Anliegen nochmals genau zu prüfen , damit meine zukünftigen Auszahlungen nicht im Wege steht und ich meine Gewinn auch zeitnah komplett auszahlen kann .

ich verbleibe mit freundlichen Grüßen und hoffe auf baldige Lösung .

Dear maxi12368,

We are pleased to inform you that your withdrawal request has been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

BassBet Team

Thank you very much BassBet Casino for the update! those are some good news!

Dear maxi12368

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

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

Dear maxi12368,

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,

Martina