Andromedasino Casino - Player’s winnings haven’t been received yet.

Hi,

I open an account to Andromedasino Casino and I won money. I got my account KYC verified after I sent them picture of my bank card, pictures of my identity card and proof of my address.

Then I tried to withdraw 650.74 euros but they cancelled it even my account was confirmed and KYC verified. They needed for some reason picture of me holding my ID card. Just like in this reclamation:

https://casino.guru/complaints/andromedasino-casino-player-s-withdrawal-has-been

So I sent them picture of me holding my ID card and they confirmed it. After that I made a new withdraw on 25th August 1:58:15 PM.

I contacted their customer service and they said that they handle withdraws usually in three (3) work days but now they have too much workload and they do not even know when they can pay me.

Could you please help me to get my money? I think something was wrong when they cancelled my withdraw without a real reason. How they can confirm customers account and say after that it is not confirmed?

Is there something you can do that I would get my withdraw to my bank account someday? Thank so much for your help beforehand.

It is weird that everything works on that site and they are taking deposits and sending bonus marketing but they will not pay me even I ask them everyday when would be the day when they can process my withdraw.

Important notice:

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Stay safe.

Dear borje,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear borje,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear borje,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean