Andromedasino Casino - Player’s winnings have been confiscated.

I registered with Andromeda Casino and played on their platform, where I won €1,017.58. They asked me to provide several documents and pieces of information in order to verify my account, and I complied with everything they requested.

Afterwards, they cancelled my withdrawal and confiscated the winnings I had legitimately obtained. They told me that I had breached their Terms and Conditions, allegedly either by using a VPN or by engaging in illegal activity. This is completely false, as I have not done any of these things.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which documents you sent to the casino for the verification of your account? Have these documents been reviewed and approved before your winnings were confiscated?
• Did you accumulate your winnings with or without a bonus?
• Which games did you play to earn the winnings you've been trying to withdraw?
• Did you use any VPN or IP-masking software to alter your real location while accessing the casino website?
• Did you fill out your casino profile completely and truthfully?

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

They asked me for my ID, a selfie with my ID, a bill showing my phone number, and a bank statement. Everything has been sent and the account is fully verified.

I didn't take any bonuses, neither for betting nor for the casino.

I've used both betting and casinos.

I have not used any type of VPN or anything fraudulent, I have used my mobile phone and my normal telephone line which was verified.

My profile is complete and verified.

Dear nachosan

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Please note that if the matter becomes solely about sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department that handles such issues.

Hello nachosan,

I'm Michal, and I have taken over your complaint. As part of our standard procedure, I would normally invite a representative of Andromedasino Casino to join the discussion. However, the casino does not currently have a representative account registered on our platform and is therefore unable to respond directly in this thread.

I will contact the casino outside the complaint thread and invite its team to participate in the resolution process. I hope we will be able to clarify the situation and assist you in reaching a suitable outcome.

I will update you here as soon as I receive any new information.

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.

Dear nachosan,

I have tried to contact the casino repeatedly but have received no response. I'm afraid there is not much that can be achieved without cooperation from their 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 could 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.

In the meantime, you might consider escalating your case to the Alternative Dispute Resolution (ADR) provider. All licensed operators under Anjouan Gaming (AOFA) Authority are required to engage one or more Alternative Dispute Resolution ("ADR") providers approved by the Authority.

You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru.

You might also find our How to submit a complaint to a regulator | Casino Guru useful.

Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru