Andromeda Casino - The player's winnings were voided.

Hello. I made a deposit on andromeda for $100 and got their 275% bonus. I played a game called 88 dragon bounty. My bet was $4.40 and $8.80 . I won a grand jackpot around $20000 and two major jackpot around $7500. I continue to play with my $8.80 bet until my wagering was complete. I never raised my bets. I played a few other games for around $1-$5. They removed the game 88 dragon bounty from their site and I can no longer access that game.

I played another game and won a jackpot $5250 for a bet of $6.16.

They took me through a lengthy kyc I had to retake selfie and send documents a few times before my account was clear to withdraw.

My balance was around $38000. I try to withdraw $10000 after my verification was complete and received a email stating I exceeded the maximum bet limit. I never went over $8.80 I was well aware of the maximum $10. I won the all the jackpots with $8.80 and $6.16. Why would I risk my winning s when my wagering was around $8900.

I sent multiple emails and requested my bet history because I cannot access it on my own from their site . They sent me my spreadsheet and all my bets were $1-$5 , $6.16 and $8.80. There were also bets of $44 on dragon 88 which I did not do they removed the game from their site. Also on the spreadsheet does not show my winnings of all my jackpots. I won 4 total. One for around $20000 , two $7500 and one $5200. It just shows one $7500 and one $5200. They shut down both games after I won. The spreadsheet they sent me is not accurate. I have videos showing my balance and my wagering was complete around $28000. All the games I played and won jackpot bets were $6.16 and $8.80. I kept playing waiting for verification. I still kept my bets low after my wagering was complete. I ended up with a balance of $38000. They left $0.96 in my account. I check my bank statement and they issued me a refund but did not tell me they were issuing a refund.

Please help me with this. I asked to speak to a supervisor but have not been successful. The spreadsheet of bet history they sent me is definitely wrong.

Hello Nana1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Andromeda Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Can you please send the link of the exact bonus you used? When was the last time you spoke to the casino and what was it about?

Can you also please forward your bonus and betting history to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

They sent me my bet history on a spreadsheet and it's not accurate.

1. My free spins are not showing on there

2. While I was betting $8.80 1 free spin is shown. I never left my $8.80 game to go play my free spin game. I completed that in the beginning.

3. My jackpot of $20000 is not shown on my bet history.

I made bets of $4.40 never never $44. If the bet history was accurate as they claim my free spins and jackpot of $20000 would be on there as well.

They issued me my deposit refund but didn't tell me they were. I believe they don't want to pay out my winnings. They also shut down both games I won on and I couldn't go back on there to bet $44. I won the $20000 while I was betting $8.80 and kept playing to finish my wagering . And I won 3 more jackpots after that.

Email sent

Hello Nana1,

I've checked the betting history and the jackpot win is visible in the line 1177 therefore it must be full and correct. Also if the 44€ bets really did happen based on the betting history, the casino had right to void the winnings if the wagering was not fulfilled at that time.

The excel sheet didn't show winning on my phone they told me to access on the computer. I was fully aware of the $10 max bet. I believe they didn't want to pay out my winnings shut down the games I won on their site. I'm 100% positive I did not bet $44. That game I played only $4.40 and $8.80. They didn't offer me any compensation or anything. Just shut down the games and took everything out my account. It's not fair to the player that they can do that. All the time spent playing just for everything to be gone. It's definitely an error. I would like them to show some kind of goodwill .

My wagering was around $8-9000. Why in the world would I risk all my winnings going over max bet . It really doesn't make sense. I just kept winning jackpots and my winnings were accumulating. The games got shut down on their site , they took me through a lengthy verification process sending the same documents over and over . Just to void all my winnings over bets I did not make.

Do I understand it correctly that you did not even receive back your deposited amount?

Please understand that based on the proof provided so far, we can do basically nothing to prove that you did not bet over the maximum allowed amount. We can try to help you to get back your deposit but as the betting history clearly shows the $44 bets, only directly the game provider or the licensing authorities of the casino may be able to help you get your winnings.

Dear Nana1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.