Bet Andreas Casino - プレイヤーのアカウントが凍結されました。

hello 01/07/2025 registered in this casino made a deposit on 01/08/2025 in cryptocurrency and on 01/11/2025 the casino froze my account, passed verification, do not unfreeze my account assign calls on Skype and do not call dragging out time so as not to pay. The support service answers the same phrases there is a suspicion that all there are bots. help to resolve this issue

Dear Artur66,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are facing.

Please note that KYC (Know Your Customer) verification is a crucial process to ensure that funds are sent to the rightful owner. Since casinos cannot physically verify players, this thorough procedure is the only way licensed gambling establishments can authenticate identity and documents. While it can take a few working days, this step is essential for maintaining a secure and responsible gaming environment.

• Could you please confirm the following details regarding your situation?
• Have your identity documents been approved during the KYC verification?
• Has the casino scheduled a Skype call with you? If so, when is it scheduled, or has it already taken place?
• Have you ensured you were available for the call, considering the time difference specified by the casino?
• When was the last time you communicated with customer support regarding your verification call?

I hope we can assist you in resolving this issue as quickly as possible. Thank you in advance for your response.

Best regards,

Veronika

the documents confirmed the skype call was supposed to be on 01/16/2025 at 04:20 PM but they didn't call then they said there would be a call on 01/17/2025 at 06:20 PM but they didn't call again they didn't answer the message there are screenshots proving it

The money was paid today. Thank you very much.the money was paid today. thank you very much, your authority decides)

Dear Artur66,casino.guru_

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. 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, 

Veronika Fritz 

Casino.Guru