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Hello, i have pending withdrawal of 500 euro since december 15th 2025. My total account balance is 5.008 euro. My account is fully KYC Verified.

Despite repeated communications via Live Chat (screenshots attached) the company (Stellar Ltd) is unjustifiably delaying the withdrawal aprroval, using excuses about "high volume of requests."

I informed them on December 23rd that this delay is a breach of their terms and conditions, and that i would file a complaint. Their tactic of delaying a 500 euro withdrawal while i have 5.000 euro in my balance seems intentional.

(i have attached some screenshots of my withdrawal and the date, balance account, KYC verified, Live chat and trustpilot review)

I am requesting CasinoGuru's mediation for the immediate resolution of this issue and the payment of my winnings.

Thank you.

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.

Hello,

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

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?

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

Best regards,

Tomas

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.

Hi Thomas, thanks for the reply.

To be precise to your questions:

Previous withdrawals: Yes, I have made successful withdrawals in the past and they were always completed within 5 days. This is the first time I have encountered such a delay, now that the amount is larger.

Bonus use: No, the winnings came from my own deposit (Real Money) without a bonus.

I would also like to highlight two serious issues:

Withdrawal limits: The casino limits me to withdrawals of €500. With a total balance of €5,000 and a 15-day delay for the first installment, it will take many months to get my money.

Unjustified delay: Since I am already identified from my previous withdrawals and the chat assures me that the account is fine, the 15-day delay (from 12/15) is intentional.

I ask for your intervention to expedite the process and consider increasing my limits due to the large amount.

Thank you.

Γεια σου Τόμας, ευχαριστώ για την απάντηση.

Για να είμαι ακριβής στις ερωτήσεις σου:

Προηγούμενες αναλήψεις: Ναι, έχω κάνει επιτυχημένες αναλήψεις στο παρελθόν και ολοκληρώνονταν πάντα μέσα σε 5 ημέρες. Είναι η πρώτη φορά που αντιμετωπίζω τέτοια καθυστέρηση, τώρα που το ποσό είναι μεγαλύτερο.

Χρήση μπόνους: Όχι, τα κέρδη προήλθαν από δική μου κατάθεση (Real Money) χωρίς μπόνους.

Επίσης, θα ήθελα να επισημάνω δύο σοβαρά θέματα:

Τα όρια ανάληψης: Το καζίνο με περιορίζει σε αναλήψεις των 500€. Με συνολικό υπόλοιπο 5.000€ και καθυστέρηση 15 ημερών για την πρώτη δόση, θα χρειαστούν πολλοί μήνες για να πάρω τα χρήματά μου.

Αδικαιολόγητη καθυστέρηση: Εφόσον είμαι ήδη ταυτοποιημένος από τις προηγούμενες αναλήψεις μου και το chat με διαβεβαιώνει ότι ο λογαριασμός είναι εντάξει, η καθυστέρηση των 15 ημερών (από 15/12) είναι σκόπιμη.

Παρακαλώ για τη μεσολάβησή σας ώστε να επιταχυνθεί η διαδικασία και να εξεταστεί η αύξηση των ορίων μου λόγω του μεγάλου ποσού.

Σας ευχαριστώ.

I have uploaded the requested screenshots as evidence.

Here is a summary of the situation based on the images:

Previous Withdrawals (Screenshots of July): The images clearly show that I successfully withdrew funds back in July 2025. This proves my account was fully KYC Verified months ago.

Legitimate Win (Viking Forge Screenshot): The screenshot shows a legitimate win on the "Viking Forge" game, confirming the winnings were from Real Money (not a bonus) and won fairly.

Pending Withdrawal vs. Deposit: The final image shows the €500 withdrawal has been pending since December 15th, 2025 (15 days now), right after the deposit.

The casino has no valid reason to delay the payment. They are intentionally stalling because the total amount in my balance is significant (€5,000).

I kindly ask for your immediate mediation to process this payment and resolve the matter quickly.

Thank you very much.

Thanks for sharing the evidence with me.

Did the casino process one or more of your payouts since your last post?

Please let me know.

Hello Tomas and happy new year,

No, the casino has not processed any withdrawals since my last update. The €500 withdrawal from December 15th is still "Pending" after 23 days.

I also need to emphasize that I have a scheduled trip to Spain on January 24th and I urgently need these funds. Based on their usual 3-5 day timeframe, I should have received at least €2,000 by now. Instead, they haven't even approved the first €500.

I am very concerned and I kindly ask you to proceed with the official mediation as soon as possible.

Thank you.

Dear heavenspy,

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 ([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,

Tomas

Dear heavenspy,

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 processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello all!

Dear heavenspy,

We would like to kindly inform you that we have forwarded the matter to our relevant team and we will have updates for you as possible.

Thank you so much for your patience and understanding.

Best regards,

Bassbet Team

Hello Samuel,

Thank you for involving the casino representative.

The casino's response is vague and generic. It does not provide any specific information or timeframe, which has been their tactic for the past 26 days.(almost a month)

I kindly remind them of the following facts (with proof already uploaded):

I have been KYC verified since July 2025 (I have successfully withdrawn before). The casino has been avoiding a clear answer regarding my verification status for 2 weeks now, promising an email they never sent.

The win is from Real Money (Viking Forge slot), not a bonus.

Based on their own 3-5 day timeframe, I should have received €2,500 by now.

I need the funds by January 24th for my trip to Spain.

I kindly ask Bassbet to provide a concrete date of payment for the first withdrawal, and also to clarify the process for the remaining €4,500 balance, as requested in my previous messages.

Thank you.

Dear heavenspy and BassBet Casino,

heavenspy, thank you for the detailed update.

BassBet Casino, to help us move this complaint forward, please clarify where exactly the issue lies with the pending withdrawals. The player’s account is fully KYC verified, and the funds in question are real money winnings, not bonus funds. We would like to understand:

• Whether there is any internal processing delay,
• Any additional verification required, or
• Any other factor preventing the release of funds.

Understanding the exact point of delay will allow us to assist the player effectively and ensure the withdrawals are completed.

We appreciate your cooperation and look forward to your clarification.

Dear heavenspy,

Thank you for your patience.

We kindly inform you that the appropriate documents have been requested and you may find and send to them from the Verification tab of your account. If you have any questions regarding the documents needed, do not hesitate to contact us.

Thank you so much for your cooperation.

Best regards,

Bassbet Team

Hello Samuel,

I would like to point out how absurd this situation is. Bassbet remembered to ask for these documents after a whole month (31 days) of waiting.

As I have already proven with my screenshots, I have successfully made withdrawals and deposits in the past without any verification issues. It is clear that they are just trying to stall even further.

I have already uploaded the documents for my current, active card, which was used for the recent deposit and the winnings. I cannot provide documents for old, inactive cards that my bank has canceled for security reasons.

Please inform the casino that I have provided the correct and active documents. I demand an immediate review and the processing of my payment, as my trip is now only 9 days away.

Thank you for your support."

Hello heavenspy,

thank you for your update and for explaining the situation in detail. I understand how frustrating this delay is, especially with your upcoming trip.

BassBet Casino, please carefully review the player’s submission. He has already uploaded the correct documents for the active card used for the recent deposit and winnings. I kindly ask you to check thoroughly and see if there is any way to process the withdrawal promptly. Please also provide a clear timeframe for the first payment and advise on the remaining €4,500 balance.

heavenspy, once the casino responds, please let us know so we can continue monitoring and move this complaint toward resolution.

Thank you both for your cooperation.

Hello heavenspy,

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