Bet Andreas Casino - Player’s phone verification is delayed and unresolved.

I opened an account here on May 25, 2024, early in the morning. I immediately made a deposit of 300 euros and tried to place a live bet but was not allowed to do so until I verified my phone number. I attempted to verify it, entered my phone number, but the code from their site never arrived. After waiting unsuccessfully for some time, I contacted the operator who asked me to send my documents to verify my account. I did so immediately and then asked about the phone number verification, to which he said I just had to wait and that the issue would be resolved. I pointed out that the code clearly wasn't arriving as it had already been an hour. Despite my concerns, he kept repeating that I needed to be patient and that the issue would be resolved. I spent over two hours in the chat with him, trying to resolve the phone verification code issue. Throughout that time, he kept telling me the same thing: to be patient and that the issue would be resolved, until I finally ended the chat after over two and a half hours of waiting for them to do anything.

The next day, I returned to the chat. In the meantime, no code had arrived on my phone, and the chat opened in Arabic. I asked for an English-speaking operator. They first asked where I was from; I said Serbia. They told me to wait and that they would connect me with a Serbian operator. After waiting for some time, the operator returned and said, "Sir, we currently have no available Serbian operators." I asked if we could speak in English. He responded, "This is the Bangladesh chat, and we only provide service for BDT currency." I replied that I only had one question: since yesterday, I couldn't verify my phone number because I didn't receive a code from your site, which is necessary to place a bet. This has nothing to do with currencies. I was on chat yesterday with your operator for over two hours, and he told me to just wait. Is it possible that after all this time, that's all you can tell me? He responded, "I understand, sir, but we cannot take any complaints from other countries. We only provide services for Bangladesh," and gave me an email address: en@betandreas.com. I replied, "Okay," and immediately sent an email explaining everything that happened. After two more days without any response to the email, I returned to the chat. At the very beginning, I wrote that I hadn't received any code on my phone and couldn't bet or use my account until my phone number was verified. They asked where I was from again, and I said Serbia. I also asked them to speak in English because I was beginning to doubt if there were any Serbian operators at all. But again, they said they would transfer me to a Serbian operator. I replied that I had been told this multiple times and had never been transferred to a Serbian operator and that I truly didn't understand what was going on with this site. He responded, "I understand, sir. I'm sorry, but at this moment, the transfer is not possible due to the lack of Serbian operators. Stay with us; you will be transferred only if an operator is available," and left me there to wait even though we both knew there was no Serbian operator. I then wrote in the chat, "Why did you allow me to open an account if you don't offer support for other countries except Bangladesh?" And I asked about the first operator who asked for my documents, and I still don't know what happened with them. Since then, no one has wanted to start a conversation or take any complaints because they only serve Bangladesh. He continued to repeat the same thing and told me to send an email to en@betandreas.com. I said that nobody had responded to that email for two days. He replied that they would surely respond, but it just takes some time. At this point, I was extremely frustrated, seeing that they were constantly repeating the same story without paying attention to what I was saying. So, I detailed everything that had been happening day after day, to which he only repeated himself, gave me the same email to send a message to, and ended the chat.

I contacted the chat again, and then they changed their routine and asked for my account number. I provided it, and then they asked the standard question about my country. They said they would transfer me to my operator, and after a few minutes of waiting, they responded to send a message to the same email I had previously received. I then contacted the chat in frustration, repeating, "I want support, I want support," and said that nobody was responding to the email. At that point, they provided a new email address: support@betandreas.com. I sent a message to that email, explaining everything in detail, and after another two days, there was no response. I contacted the chat again, where they continued with the same story, saying they would transfer me to my operator who never came. It is now clear after six days that they are stealing deposits and documents from their users. I will provide proof with conversation screenshots and emails sent without any responses.

Hello Leon11,

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 why don't you try out a different casino if you are already experiencing such issues just with the verification. Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Of course, I will try another casino, but as I wrote before, I cannot use my BetAndreas account until I verify my phone number, and their code does not reach my phone number, while they do not want to provide any support for it. This means that I can't even pay out the money I paid into my account, because I also need phone number verification for the payment.

As for the second question, I'm not sure I understand, but move the communication to where you think is best.

Also, I would like Casino Guru to explain to me where the BetAndreas website got its high security rating from?

When it is already evident that they are just stealing deposits from their players

Hello Leon11,

Please forward the communication between you and the casino to nikolas.b@casino.guru as requested previously.

The conversation here is becoming unclear to me, first I waited seven days for your answer, and after seven days you only had this to answer me!?

I answered your question in the previous message, while you didn't write anything to me about how BetAndreas has a high security rating!?

Then related to switching communication to nikolas.b@casino.guru , I don't understand what this is actually about, do you mean that we should switch the communication via e-mail? Please explain to me because I really don't understand

I thought that everything here should be transparent and public and that other players should see the problem that exists between the players and the casino in order to prevent something like that from happening to them?

Hello, Dear Leon11!

We are sorry to hear about your negative impression. We always strive to improve the experience of our users and deal with any situation. 

You need to link your phone number to your game account. Our specialists have sent you an email to your contact email with a list of necessary documents to change/add personal data to your game account. Unfortunately, you did not provide the documents in the reply email. Please send us a reply email with all necessary documents from the list and the phone number to be linked to your game account.

Have a nice day!

Best regards, BetAndreas.

Hello Leon11,

Yes, I've requested the e-mail communication between you and the casino forwarded to us.

The casino has a safety index of 7.6 which is not high. Also we handle hundreds of complaints at once and that is why we have a 7 day time provided for us, the player and the casino.

For now, please follow the casino's instructions and let us know if their solution works.

Hi Nick, you didn't answer me why you wanted to transfer communication via e-mail?

As for their rating, I have not received an answer regarding that for the second time either. Their security rating is certainly not low and is not something that could cause concern among players, and in my case we can see that there is indeed a reason for such a thing, because now It's been a month since I opened an account with them and paid money that I can't use all this time, while their customer service hasn't done anything about it for all that time, they've behaved very badly towards me during this time (they left from the chat in the middle of the communication, they told me on the chat that they are only in charge of Bangladesh, although previously on the same chat they asked me for documents to verify the order, and related to that I never received an answer about the verification of the order, shifting the responsibility from one to the other and to in the end, I didn't get help from anyone on how to verify the phone number... ) So I'm wondering, based on what criteria they have a security rating of 7.6/10?

Hello BetAndreas, regarding your last email, I wrote you what I think about it, and now I will also make it public here.

After BetAndreas finally replied to my message via email after two weeks of waiting, we exchanged 5 messages in that correspondence, for each new reply from them I had to wait a whole new day, that means you replied to me one message a day, in which usually write some rather stupid and general questions or answers. In their first email, they wrote to me that I should contact the online chat and that they would solve my problem, after that I wrote to them that I had already tried everything I could through the chat, the next day in the email they asked me for my phone number and my gaming account id, when I sent it to them, the next day their message was asking me to tell them if I don't receive codes on my mobile phone after I try to connect it!? They ask me that after 20 days, after 3 days of correspondence with them via e-mail, countless correspondence via chat, and after everything I already wrote in detail in that e-mail, I answer them "yes, obviously" because I don't know what else I would like. said something like that, and the next day they ask me via email if I have any restrictions in receiving sms messages, which I also consider a provocative question that someone can think that I have some restriction without knowing about it and that I have been trying for so many days to solve the problem through support, and then on the 5th day of correspondence they transferred me to a new support, they told me that they would help me solve the phone connection problem and then they gave me a new email to contact.

Immediately that day, I sent a message to the new email I received, and I received the following response from them: "In order to change the personal data on your account, you need to send us the following documents: The list contained the documents that they wanted to I send (although I already sent all those documents via chat), then they wrote to me to tell them which information on my account I want to change, as well as the reason why I want to change the information on my account

I replied to that email with a long email, where I wrote that it seems to me that they didn't understand something, that I didn't write anywhere that I wanted to change my personal data that I entered on the site, because I didn't even manage to get the data related to my phone number. to enter because their code doesn't work, and that I actually need help how to enter my phone on their site and verify it and that I don't want to change any data that I previously entered on my account, then I don't understand why they are asking for that documents from me when I already sent those same documents via chat when I was asked to verify my profile (related to that, I did not receive any response regarding my profile verification, although I asked everyone with whom I communicated about it).

To that detailed and long email of mine where I explained everything again, they answered me "in order to change the personal data on your account, you must provide us with the information previously requested from you".

To this answer, I saw no other option but to write them this answer: "I took pictures of all our correspondence, which I will disclose on the Internet and show everyone how you steal deposits from your players".

After such an answer from their side, where they did not state what I wrote previously but only repeated what they wrote in the previous message, after so many of my attempts in the last month to verify my phone number, it became clear that they do not want nothing to do about it and illegally keeping the deposit I made on their site. I will do everything in my power so that other players do not fall into their trap and be deceived, every attempt of any communication with them to verify my phone and use the account I took a picture

Hello Leon11,

You submitted your complaint so I guess it is fair that we are asking the questions not you and we have to gather evidence in order to proceed with any player's complaint. Please forward the communication between you and the casino (this will be the last request to forward it) otherwise we will be forced to close the complaint.

I forwarded the communication as you requested and sent you a message on the email you gave me in order to try to resolve this situation that has been going on for too long, which is the illegal holding of my money for such a long period without the other party trying to do anything concrete related to that, while I did everything that was up to me and that was asked of me.

Although I also think that it would be fair if I received an answer as to why we are transferring communication via email from the public space, as well as if I received an answer as to what the criteria were for BetAndreas to receive a 7.6/10 security rating, still some players open accounts based on your ratings in some casinos, so I think a lot of responsibility is on you.

I want to hope that you do your job as well and honestly as possible, that you try to protect all users, to be on the side of the truth, and if that's the case, and I believe that it is, I can only thank you on behalf of all the players.

Hello Leon11,

Additional e-mail has been forwarded to you.

Regarding the safety index - it is accumulated by many aspect of the casino like terms and condition, limits, bonus fairness, player complaints. For example, the casino has no unresolved complaints and they try to solve them in every case.

I have now sent all of the documents that they requested from BetAndreas site, although I have already sent all of them and I have told you and them many times.

And I tried to say earlier that I didn't see a reason why I should send the documents now again when I already sent them before and I didn't get any answer regarding that , when I already tried it all before on the chat several times , through several of their different emails, every time like now I did everything that was asked of me.

Hello Leon11,

The communication between you and the casino has been requested multiple times and it still has not been forwarded.

Unfortunately, we will be forced to close the complaint until the conversation will be forwarded.

Best regards,

Nick

We’ve reopened this complaint at the request of Leon11. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Leon11,

Thank you for providing the requested evidence after all. As we will require further clarification from the casino, your case will be now forwarded to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Leon11 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bet Andreas Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Hello, Dear Leon11!

We are sorry to hear that you are experiencing a problem. Our specialists are in dialog with you via contact email. Your request is in the process of being resolved. Please stay in touch via e-mail. We'll also keep an eye out for updates and come back here with a response.

Have a nice day!

Best regards, BetAndreas.

Thank you for the update Bet Andreas Casino representative.

I would like to ask both parties to please keep us updated about any new developments. Thank you in advance!

Hello, Dear Leon11!

We have taken the information, your number has been successfully linked to your game account. You will now be able to receive a confirmation code if necessary. Please confirm that the complaint has been resolved.

Have a nice day!

Best regards, BetAndreas.

Thank you for the update Bet Andreas Casino representative.

Dear Leon11, let us know if this resolves your issue or if you require any further assistance. Thank you in advance!

@ Bet Andreas, it's obviously difficult for anything to be resolved with you.

First of all, we have to go through everything.

The truth is that they finally connected my account with my phone number, after three months during which I tried in every possible way to reach them, but during all that time they refused to connect my phone number with my account on their website (without connecting to their website, as I explained earlier, it is not possible to use their account).

In order for that to happen and for me to be able to link the account with the phone number, I had to send them the same documents three times for the verification of my account, the first time I sent the documents via chat support and when I came there again to ask what was happening with documents and linking the phone to my account they have since started telling me that they are chat only for bangladesh and that was it as far as chat support is concerned.

As for the support via e-mail, it was also cheerful, they answered my first e-mail after 15 days, then they sent me to their various other e-mails to finish it, and then in the end, through one of their e-mails, they asked me for the documents that I I immediately sent it to them and after that they stopped responding there as well...

And after three months they contacted me to send them the documents again, and I even did it for the third time, and this time I was told that the phone number is connected to my account and that I can now use my account.

And considering that it took so much time and complications for such a thing to happen, I asked them to allow me to just withdraw the money back from their site because logically I lost all desire to use their services, they told me that that's not possible and I have to make bets up to the amount of my deposit, then I played a football bet live with a 100eur bet at odds of 2.02, the bet was a winner, but after a few minutes I still didn't receive the money I won on my account next to my bet, the status "pending" was written in the betting history, and after an additional few minutes, a notification appeared on the screen "We have temporarily frozen your account for security reasons. Please contact customer support in any way that suits you - we will help!

And so my account is blocked again with my money in it, I was able to use my account for a full 5 minutes, enough to place one bet, which after winning is now currently in "pending" status.

Later that day I received an Email from them saying that I needed to send them the documents AGAIN! As well as video verification is required! And that after I used the account for just one bet!

It is very unclear what they want to achieve with the new verification. It seems that it wasn't enough that I sent documents three times to link my phone number to my account, it seems that they don't understand that I can provide them with everything they want!?

Or they just want to use my money for a little while while my account is locked again, maybe they'll come up with some reason in the end why they wouldn't have to pay me money...

Thank you for the update Leon11.

Dear Bet Andreas Casino representative, can you let us know why was the player's account blocked and documents for verification requested once again? Thank you in advance for your cooperation!

Hello, Dear Leon11 and Casino Guru!

Verification is carried out in all betting companies as one of the security measures for customer accounts. By registering with our service, the client has agreed to the verification rules. Account verification is not related to the phone number linking procedure that the customer has previously encountered.

We have received information from the security department, unfortunately the documents required for verification have not been received from the client. The player needs to submit the documents to id@betandreas.com and go through a video call. Without going through the verification procedure the game account will remain blocked.

As for the withdrawal of funds, we want to clarify that the client has made a deposit and the funds are on deposit. In order to withdraw the funds, the player needs to wagered it. 

Have a nice day!

Best regards, BetAndreas.

I sent all the documents that were asked of me, and after it was verified by them, they sent me to choose one of three dates for video verification, and the first date they offered is one month from now.

I think that what they are doing is very unfair and ugly, because when we do the video verification in a month, then it will be four and a half months that I have opened an account with them on the website, and all that time I had money deposited in my account on their website and during all that time I was able to use my account for 5 minutes and for one bet, after which my account was frozen because additional verification was requested, while it is still unclear why after that bet, which was a winner, the money is still not in my account account, but in the bet history next to it it says "in expectation", whatever that means!?

So in four and a half months, one bet could be placed on their site, and for the rest of the time I spent in correspondence with them, first trying in every possible way to connect my phone number with my account on their site, that's what it was for it took three months and now this after one winning bet...

It is important to note that I sent everything immediately that was asked of me

Dear Leon11, I understand your frustration but there's not much I can do to assist. The casino has the right to request a verification procedure and even though I understand a month for the call is a long time to wait we will have to wait nonetheless. I'm sure once this call and your documents have been sufficiently reviewed you will be able to access your funds and withdraw. Thank you for your patience during this time!

I would like to inform you that after 4 months of opening an account on the BetAndreas website, I was informed that my account has been verified.

Even though on the first day I opened an account with them, I sent them all the documents that were requested of me, I still did not have access to my money, after all, I already explained everything in detail beforehand, because of all this I think it would be okay if the appeal will remain open until I successfully go through the withdrawal request.

Dear Leon11, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I simply cannot believe what is happening here and what this fraud site BetAndreas is doing!!!

Now they verified my account after 4 months,

after they responded to my first email after 15 days, then they didn't want to link my phone to my account and they just stopped responding to emails at one point, and because of that I couldn't use the money I had in my account on their site for months, their chat support told me that it is only for bangladesh (although before that they asked me for documents for verification in English, but when I came to ask what was happening with the documents then they started saying that they are only for banlgades ), later I had to send them the same documents three times and they only delayed the verification, only to now require a video verification, and I agreed to that and we did it and now that they informed me that my account has been verified, guess what have done?

Now they don't allow me to place a bet, when I try to make a bet it says "we are sorry, betting is limited"!!!!!!!!!!!!!!!

And when I try with any amount, it means for any amount it says the same thing, starting with the smallest, it means they completely banned me from betting!!!!!

And I can't withdraw the money because they will tell me that I didn't withdraw my deposit!!!???

So how can I twist it if you don't give me???????? You harassed me for 4 months, and then when you verified my account, now I don't have the right to spell!!!???

This is your way of stealing money from people???

I simply cannot believe that someone is doing this to steal 300e deposits from players

These people are for prison, and this must be stopped.

They must not deal with this with impunity

This translator is bad enough for you, and I don't know at all why I don't see the option to write a message in English

Just to mention that I have only had one bet in total since I paid money on their website, that is, one paid bet of 100eur, and now it's been 5 months since I opened an account with them and paid money with them, one single bet so far and they banned me from betting!!!!!!!

Dear Bet Andreas Casino representative, Can you tell us why the players' betting is limited if they have successfully completed the verification? Thank you in advance!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, Dear Leon11 and Casino Guru!

Thank you for waiting. We have been informed, your game account was unfrozen on 08.10.2024 due to verification results.

Your phone number has been successfully linked to your game account.

We have clarified the information, the player has sports betting restrictions of 50 eur. You can wagering on your deposit by betting within the set limits.

Have a nice day!

Best regards, BetAndreas.

Thank you for the clarification Bet Andreas Casino representative.

Dear Leon11, let us know if this resolves your issue or if you require any further assistance. Thank you in advance!

No, of course my problems with BetAndreas casino are not solved.

You have been introduced to the whole story from the beginning, you know that the harassment by Bet Andreas casino

it's been going on for 6 months already, I've been writing so much here, corresponding with

them so many times, sent them documents for verification several times, until

the other day I only had the chance to place one bet in all that time

(the other day I was allowed a second time to bet for the maximum

the amount of 50 eur), so you know everything in detail...

And now after all that, when I submitted all possible documents to them and when

they don't have anything more to ask me that I haven't already delivered to them, now it's limited to me

stake on a bet up to a maximum of 50 euros per bet!? (otherwise it was the first

completely limited, so after an appeal it was raised to 50 max bet)

Ok, you lowered my bet to a maximum of 50e per bet (and after

only one bet played until that moment in 6 months, and for everything else

I spent a lot of time corresponding and sending them documents), but what then

you can tell me that I am obliged to twist my deposit in order to be able to

should I pay it if you have limited my maximum bet to 50e per bet? Is it?

that's not illegal? How's that all right with you Casino Guru? If you are us

have already limited the stake that I can invest, allow me to pay out the money

which I paid and let's forget about each other!?

But that's not the end of course with BetAndreas casino, they sometimes allow me to deposit those 50 stakes, and sometimes they don't allow me to deposit anything, as they like every time.

But in addition to all that, I still managed to pay enough times to get the right to pay what was left on my account according to the terms and conditions from their website. So, according to their conditions written on their website, it is stated that for the amount you want to pay, you need the same amount of money to pay according to the quota of 1.3 or more. I currently have 250 eur in my account, I have 250 eur paid tickets and each one was more than 1.3 quota, but it says that I can only pay 200 eur (although until the other day it said only 150), I sent them an email with this question why that was 5 days ago and of course they didn't answer anything.

Now all of a sudden the correct payment amount has been entered, which should be there when I go to the payment request, but of course there must be some problem, and that is that I do not receive a text message with the confirmation code that I need to I enter to make the payment. I have tried several times and no message arrives, as it has never arrived since I opened an account on their site, and there have been many attempts.

Thank you for the update Leon11.

Dear Bet Andreas Casino representative, can you let us know why there is still an issue with the player's number when you have stated that the player's phone number has been successfully linked to their game account. Thank you in advance!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Yes, of course, the casino stops responding through any communication when it comes to the moment when the player wants to withdraw funds from his account. They don't respond to email, they don't respond here to a complaint with Casino Guru, you can't get any support on their chat support!

They said they linked my phone number to their site, but apparently that's not the case, or their messaging system just doesn't work, and without that, they can't withdraw funds. And all because of the 260 euros I'm trying to withdraw, really?! Is this what you do?

Dear Leon11, as the casino has stopped responding to our inquiries I'm afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Bet Andreas Casino. We received the following message:

Hello, Dear Casino Guru Team!

We apologize for not responding to the complaint in a timely manner. Our support team continued to assist the player in resolving the problem. At this time, we are happy to inform that we have linked the phone number to the account and the player successfully withdrew the funds on 10.12.2024. The case has been successfully resolved and we request the opportunity to reopen the complaint.

Dear Leon11, can you confirm your issue has been resolved successfully and that you no longer require any assistance? Thank you in advance!

Yes, I can confirm that I finally managed to withdraw money from the BetAndreas website. In order to do so, it took 6 and a half months of constant complaints, attempts to contact them to provide me with support that they did not want to provide for a long time. In the entire time I used my account with them, I placed a total of 5 bets, and those bets were primarily placed so that I would have any possibility of withdrawing money at all because they required me to turn over my deposit through a stake in the game, all the rest of the time that I had money on their website was spent in constant complaints, as I wrote a moment ago, and as can be seen in detail in this complaint on your website. Because of all this, I hope that this complaint will remain visible so that other people can see what they can expect if they deposit money to this site, in case this complaint is deleted it will be clear that you are helping this site maintain its high reputation rating and I will disclose this elsewhere.

Dear Leon11, this complaint will remain up and visible to the public, as your issue has been resolved successfully I will now mark the complaint as 'resolved' in our system. I am sorry about the frustration you have gone through during the resolvent of the situation however in cases like this we can't do much except try to mediate between the casino and the player so you're constantly updated about the situation. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

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 https://www.trustpilot.com/evaluate/casino.guru. 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, 

Peter