Andromeda Casino - Player has been accused of opening multiple accounts.

As soon as I decided to try to withdrawal I was locked out of my account.. when I finally was able to reach them they said I had a duplicate account.. which was false.. all I had to do was tell them but they acted like maybe they knew it was bull already.. so then I was approved for a withdrawal. All documents accepted until the last day they had Given themselves to pay up. They had cut all live chat and rejected all documents. This also happe.ed to a friend of mine withdrawing a much larger sum around the same time. Every time I sent a picture of multiple id's they were rejected. State issued id's. It's as if they were humored that I was still trying. Eventually they would not let me log into my account and all winnings lost. I believe this is fraudulent. If I pay to have a chance to win and happen to win the I deserve the winnings as advertised

Dear Jstnhnkns,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

I did not have a duplicate account. It seems to be their immediate first tactic to suppress withdrawals. It also happened to a friend of mine trying out the casino. The exact same scenario. After that they started rejecting all documents. After they had been approved for a week! They came up with every excuse they could. Too blurry, too dark, glare, etc. It was almost laughable except they were stealing my money! Eventually after asking for an update on my withdrawal they removed the live chat option and stopped responding. I wake up and try to log in and I am removed from the site. I deposited my money that I work for to a bunch of thriving crooks. Shame

Thank you very much, Jstnhnkns, for the forwarded screenshots. Could you please advise if you have accumulated your winnings with or without an active bonus?

Thank you for your concern Petronela. No my winnings were not accumulated with a bonus. Although I use a welcome bonus sometimes when try out a new casino I made 100 percent sure that it was not still attached to my account. I prefer to play on my own money. Mostly because of all the stipulations and playthrough that incur with using a bonus.

Thank you very much, Jstnhnkns, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Jstnhnkns,

I looked at your complaint and will do my best to help you. I would like to invite Andromeda Casino into this conversation. Casino, can you please specify why did you block the player’s account?

Hi everyone!

Hope you are well,

Jstnhnkns account was suspended due to a duplicate account. We kindly asked a player to provide us with documents that we can verify. The documents that the player provided to us weren't valid. 

Dear Viliam, I am going to send you all the verification documents that you can check out and I hope we can solve this situation out. 

Dear Jstnhnkns,

I've received evidence from Casino and I can confirm that you have multiple accounts and also you've sent them not valid documents for verification. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.