Bet Andreas Casino - Player’s account frozen and KYC process delayed.

Hello, casinoguru! I am requesting assistance with the KYC procedure at betandreas. On March 8, 2024, I received an email stating that my account had been frozen. I immediately sent all the requested data. A video call was scheduled for March 15, 2024, which took place. I spoke with a specialist and answered all their questions. The employee said to expect a decision via email. I patiently waited for a response, but over two months went by with no update! On May 24, 2024, I sent an email for clarification but received a standard reply instructing me to wait for a decision via email. It has been over 2.5 months with no resolution. This is an incredibly long time for a KYC procedure. I am seeking assistance in obtaining a response from the casino regarding the timeframe for completing this procedure.

Hello ds14125,

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

Could you please advise since when exactly is the verification process ongoing? Do you have any real money balance on your casino account? Did you play casino games or sports betting there? When was the last time you contacted the casino and what was their response regarding this matter?

Looking forward to your answer.

Regards,

Nick

Hello Nick! I have 237 euros of real money in my account, I did not use any bonuses. I bet and sometimes played slots. The verification process continues from 03/15/2024, from this day I am expecting a response from the casino about the KYC results.

The last time we communicated was on May 24, 2024, I wrote a letter: "Good afternoon! What about withdrawals? More than two months have passed since the videoconference and no news," on the same day I received the answer "Good afternoon, dear player! Please wait for a decision on your account by email." 1.5 weeks passed, but I did not receive any letters.

Thank you ds14125 for all the information provided so far. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi ds14125,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Bet Andreas Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's KYC procedure? When can the player expect to receive the results of video verification?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello, Dear ds14125!

We're sorry you had a negative impression. Account verification is carried out in all betting companies as a measure to ensure the security of our clients' accounts. Account verification is a multi-stage process and takes time. In our betting company verification can take 60 days, and on rare occasions even longer. We're doing our very best. By registering in our company, you agree with these rules.

Thank you for waiting! We have received information that your gaming account was unfrozen on 14.06.2024 as a result of verification. Please confirm that the complaint has been resolved.

Have a nice day!

Best regards, BetAndreas.

Thank you for the updates, Bet Andreas Casino.

Dear ds14125, please let us know if this issue was solved or if you need more assistance.

Hello! I'm glad I got the feedback. My account is unfrozen, I made a withdrawal request, but it was rejected. I tried to clarify the reason with the support service, but so far nothing has been found out. The specialist said that he would contact the financial department and, based on the results, he would inform me of the reasons. Therefore, the complaint has not yet been resolved. But I really hope that everything will be fine soon

This is the response I received today from support regarding cancellation of payment requests (I made 3 requests for different amounts, but all were rejected). Since I topped up my account only in one way, I make the withdrawal using the same method (usdt bep20)

"Your request is still in progress. Unfortunately, we cannot provide specific time frames for its resolution. Your case is unique and requires a more detailed study, which goes beyond the standard procedures of our company. We understand your desire to receive an answer as soon as possible and we are making every effort to achieve this."

"At this time, your request continues to be reviewed. In some cases, additional time from our experts is required to solve problems thoroughly and accurately. They probably contacted the payment processor for more information. We ask for your patience and apologize for any inconvenience caused."

I think the casino is being disingenuous. There shouldn't be any problems, they just don't want to pay out my small winnings for a very, very long time.

Thank you for the updates, ds14125.

Dear Bet Andreas Casino, could you please explain what was the reason for rejecting the player's withdrawal requests now? What additional reviews are needed?

Hello, Dear ds14125!

Thank you for waiting! We have received a reply from the financial department on your request: "The transaction was canceled by the provider. We recommend the client to try again to withdraw to other details or payment method.".

Best regards, BetAndreas.

Good afternoon Unfortunately, I still have not received my money, as my phone does not receive a code to confirm the payment. I tried to create different requests, checked the phone - everything is fine with it. I also can’t change my number because I don’t receive the code. The livechat specialist couldn't help. Now I have written a request to change my phone number by email datachange@betandreas.com and I will try again. That's all I can say for now.

Dear ds14125, have you managed to change your phone number already?

Hello! Yes, today I received an answer that the phone number has been changed. I managed to withdraw all the money I won! Thanks for the help!

the complaint can be closed as successfully resolved

Dear ds14125,

Thank you for sharing this good news, I'm glad to hear that your issue has been resolved so I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru