Bet Andreas Casino - Player’s account verification at BetAndreas Casino has been delayed.

Hello. I am new to the site, but I learned that it is possible to appeal unfair actions by the casino here, so I decided to reach out. I see that you genuinely help players. On May 8th, I registered at this casino. I topped up my account using USDT BEP20 and made bets, played slots, and deposited a total of $195. Currently, my balance is 18199 RUB, which is roughly the same amount. In other words, I haven't won anything. However, on May 17th, 2024, my account was frozen. On May 27th, 2024, I sent all the required information. I couldn't do so earlier as I was traveling. I was asked to complete video verification on either June 14th, 2024, or June 21st, 2024. I replied within 7 minutes, choosing the earliest available date, June 14th, 2024. But later, I received a response saying the time slot was taken. I was then offered June 21st, 2024, and June 27th, 2024. I chose June 27th, 2024, because I had a work trip planned on the other date. On the assigned day, I waited for a call from the casino for 40 minutes, but it never came. Later, I received an email saying the call was missed and offering new dates: August 8th, 2024, and August 11th, 2024 - almost three months after I provided the necessary information. My chosen date was again unavailable as it was already taken. Now, my video conference is scheduled for August 13th, 2024, and this has only caused frustration. It will take three whole months just to complete the verification, and then who knows how long it will take to review the results. This is extremely long. It's unrealistically long. I know you state the standard timeframe for this process as 14 days, and I fully agree. This is my complaint - the excessively long verification process at BetAndreas Casino.

Dear mikh2,

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

Could you please advise if all your identity documents have been approved during the verification process and now you are waiting only for the verification call?

Could you kindly specify if you received any call from the casino on June 27? Did you see any missed calls on your call platform?

Have you accumulated your winnings with or without an active bonus?

Please forward me the emails with the communication between you and the casino as well as any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

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!

I will answer in order. My documents were accepted and I only had to go through the video verification step. I have attached a screenshot of the letter where the casino reports this.

06/27/24 no one called me. That's for sure, I waited 40 minutes for the call, checked the equipment several times, but there was no call. I sent two emails to support, reminding them that I was waiting for a call. I have attached a screenshot of such a letter.

I have accumulated winnings without an active bonus

I sent some screenshots of the correspondence to the specified address

Could you please specify what games you played? Were they slots, live casino games, or did you participate in sports betting?

I bet and used slot machines

Thank you for your response. Unfortunately, we are unable to ask the casino for an earlier date for your verification call. I can only recommend you be patient and accept the verification call on time.

I understood you. If there are no other options, I will wait for the scheduled video call. And my complaint will be a warning signal to other players that they should not count on a quick solution to the issue from the betandreas casino when verifying their account

Thank you for your response. I will now close the complaint. If you experience any problems during the verification call in August, you may request this complaint to be re-opened, and we will continue with the investigation.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika

We've reopened this complaint at the request of mikh2. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following email:

Hello! I went through the video verification procedure on 12.08.24, answered all the specialist's questions. A week later, I requested the verification status of my account and received a template response that the process can take up to 60 days from the moment of freezing, but the casino allows for its increase or decrease. Now with 14 days have passed since the video conference, and 100 days have passed since the freeze. And all the deadlines are being delayed by the casino. I think this is an incredibly long verification period.

Thank you very much, mikh2, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ( michal.k@casino.guru ) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello mikh2,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I can understand your frustration with the whole situation, sometimes the KYC (Know Your Customer) and AML (Anti-Money Laundering) process can unfortunately be lengthy due to various reasons.

I will contact the casino to see if I can help.

We would like to invite Bet Andreas Casino to join the conversation.

Dear Bet Andreas Casino,

I would appreciate it if you could shed some light on the reasons behind the extended duration of the players' KYC and AML processes. If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru

Hello, Dear mikh2!

Thank you for your feedback. We understand that it unpleasant to learn that your account has been frozen. Account verification is carried out by all casinos. This is one of the security measures for customer accounts. Verification can take up to 60 days and in rare cases even longer. Account verification consists of a series of actions, each of which takes time.

We have verified the information and we are pleased to inform you that your gaming account was unfrosen on 12.09.2024 according to the results of verification. Please confirm that the complaint has been resolved. 

Have a nice day!

Best regards, BetAndreas.

Thank you! I finally got my money and I'm very happy about it! Thanks to the casino for helping me

Great news, mikh2. I'm glad the verification concluded successfully and you received your winnings.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru (trustpilot.com). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal

Casino Guru