Bet Andreas Casino - Pelaajien kotiutukset perutaan.

Hello,

I would like to file a complaint against BetAndreas.

The issue is that my withdrawal requests are being canceled every single time without any explanation. My account has already been fully verified, so I do not understand why this is happening.

Another problem is the support service. The live chat support completely ignores my messages and does not help at all. Instead of resolving the issue, they keep telling me to contact Mostbet support by email or through a Telegram bot, even though I am a BetAndreas customer.

I have spent the entire day trying to get assistance, but nobody is helping me or giving me any clear information regarding my withdrawals.

I would appreciate your help in resolving this issue.

Best regards.

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Stay safe.

Dear parbom,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• When have you passed account verification in the casino?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your attempts at communication with the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, Thomas.

I've successfully withdrawn funds from the casino before. Moreover, when I first started using the site, I had problems with withdrawals, after which I was sent for full account verification. I successfully passed the verification and was allowed to use my account again. I'd also like to point out that my betting limits were very low. I'm not a wealthy person, so I continued to play and withdraw small amounts from time to time.

Recently, I managed to accumulate a certain amount by betting on sports and playing slots from the provider Pragmatic Play. After my withdrawal request was rejected, I repeatedly tried to contact customer support via live chat. However, the support staff constantly delayed the process, asked me to "wait," ignored my questions, and even provided non-existent email addresses for contact.

In one case, they even directed me to email and the Mostbet Telegram bot, even though I was playing on the BetAndreas website. This creates the impression that BetAndreas is simply a copy or intermediary of Mostbet with a different design.

This morning, I received an email stating that my account had been blocked. However, my winnings were never paid.

I consider the casino's actions fraudulent because:

• My winnings were not paid;

• The account was blocked without legal grounds;

• The customer support team is extremely poor and offers virtually no assistance;

• The support representatives constantly transferred me to third-party contact information and misled me.

I have sent you all correspondence with the casino via email.

Best regards.

Thanks for your patience.

• Has the verification call taken place between you and the casino? Have you learned the casino's conclusion?
• When was the last time you deposited in the casino?

Looking forward to your reply.

Hello Tomas,

Thank you for your message.

The verification video call already took place during my initial verification process. After the call, I was informed that I needed to wait for the casino's decision. Later, the casino representatives replied to my review on Trustpilot and informed me that my account had been unblocked (https://www.trustpilot.com/users/6926baed08dabd46bcdaaef2).

Access to my account was restored; however, a gaming limit of €1 was applied.

Regarding the deposits, I do not remember the exact date of my last deposit because I was automatically logged out of my account and no longer have access to my transaction history. As far as I remember, I made one or two deposits at the very beginning, shortly after registering with the casino.

I never withdrew all of my winnings at once and always kept some funds in my account in order to continue playing.

My last successful withdrawal was made on 07.05.

Best regards.

Dear parbom,

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, Mirka (miroslava.d@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

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Bet Andreas Casino representative to join this conversation.

Dear Bet Andreas Casino,

Could you please provide clarification regarding this case along with supporting evidence if needed?

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.

Dear parbom,

I have tried to contact the casino repeatedly but had no success. 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 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 can try to contact the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

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

Best regards,

Mirka Dubasova