Andromedasino Casino - Player’s withdrawal has been delayed and account balance confiscated.

Hi casino guru. I open an account in Andromedasino , I made a few deposits, I NEVER used any bonus ,and after I played a few slots, I was able to have 1000 euros in my balance.

I check in the casino that I was able to withdraw a max of 1000 euros.

So, I request a withdrawal of 1000 euros,sent all my documents that the casino ask,and I wait to have my account verified. All the documents were approved except one,the selfie.

Next day, I received an email telling that my withdrawal was cancelled because I need to send a selfie with the id card I used for my identify proof.

So ,I did, sent the new selfie, request a withdrawal again, and in the next day,I received another email that the selfie was accepted.

Ok, I made the request at 1pm in saturday, 8 august, and after 72 hours,the time that casino refers for withdrawal processing,I ask to the chat liveagent how was going my withdrawal process.

Didn't say nothing,only said that was a different company that process the withdrawals and they don't,t have access to that information, just to be patient and wait.

After a few hours, I received an email from the casino support telling that I breach the T&C ,in an article, and they void 853 euros of my balance,and return 147 euros,the sum my deposits.

Try to login the casino, and temporarily blocked my account, but after a few time, I was able to login again,with the balance of 147 euros.

So, the point here is, I know that I didn't,t break any rules and I have proofs to sustain my reason.

The casino don,t have absolutely nothing to accuse me for breaching the T&C, it was a pure decision to not to pay my winnings with my legal money ,in an casino account with legit documentation of myself.

I only used one method to deposit, by visa card, and request a withdrawal by bank transfer, with the details of bank account of the visa card.

So, doesn't matter how long this is gonna take to be clarified, but I will go until the last consequences to make justice .

Hope you can help me with this.

I have emails and screenshots that I can provide .

All the best for casinoguru staff!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Andromedasino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible? Can you log in?
• Could you please share with me your communication with the casino regarding the accusations made against you and other supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi. Yes,I am able to login.

The documents were sent to your email

Dear Bufalo42,

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, Matej (matej.l@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,

Tomas

Hello Bufalo42, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the missing balance. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Andromedasino Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been blocked and winnings voided? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation 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.

Dear Bufalo42,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. 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, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej