Andromeda Casino - Povlačenje igrača je odloženo.

About a month ago I claimed a welcome bonus at Andromeda mostly because of the game selection. I get tired of the same ol realtime, betsoft, and rival casinos so anyway I learned a long time ago to be very careful and suspicious of all terms and conditions and I I'm always careful not to go over the Max bet amount according to the active bonus which In this case was $10 which seems low but whatever I was okay with it. Idk how many people are familiar with a feature buy while playing slots but basically after each spin you're given a price to skip waiting for the bonus round so the price is always changing after each spin and you can pay a lump sum and get straight to it. Well I was playing the game riot by mascot gaming which is a really good game btw. My bet amount was i believe $1.50 i have screenshots of everything but I paid $30 for the feature which was called survivor spins and was for 5 free spins. Well I never changed my bet so it stayed at $1.50 per spin but their system doesn't recognize the difference between buying a feature and raising your bet so the system flagged me for exceeding max bet even though I never changed the bet and also the amount the system shows or the feature cost was considerbly higher than the Max bet of that particular game. Long story short i ended up taking my $50 deposit to around $2k but still haven't collected even though they admit in my emails I'm correct and their system is flawed and they're insistent that it's being handled but I have seen no upd

Hello tophat1142,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Andromeda Casino. Please allow me to ask you a few more question before we would move forward.

Is your account already fully verified? When was the last time the casino respond? Did they give you any exact date when should they hear from the game provider? Are they still responding to you?

Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

Hey Nick, thanks for getting back with me. I will say they've been good about responding to all of my emails but it's always the exact same response to wait a little longer. I have probably 100 emails I can forward you, I just don't understand why it takes so long to confirm what everyone already knows. And the most information I got was the gaming provider hasn't answered them back yet. The funny thing is I also reached out to mascot games which I'm not sure if that's who provided the games or if that's just the developers but I received confirmation from them within a matter of 15 minutes. I just feel like they're dragging there feet in hopes of me not holding them to it. And yes Nick all of my documents had already been verified in advance prior to me requesting a withdrawal.

Thank you tophat1142 for all the additional information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Tophat1142!

I'm Tomas and I'll be assisting you from now on in your issue. I will now try to contact the casino and inquire about your issue.

Hey Thomas, I really appreciate your help and if you need my emails from and to Andromeda I can forward them to you. There's probably close to 75 emails!

Hello Tophat.

We managed to contact the casino. They showed us parts of the game log where it's shown the said breach of max bet occurred. However, we understand this is the sum of multiple spins, and thus the max bet rule applies on the value per spin basis. We asked the casino to acknowledge this, and are awaiting their reply.

I will send over the email now that might help to at least confirm that they do indeed know it's a design flaw in the system. I honestly can't believe it's never happened prior to my situation but they're insistent that nothing like this has ever occurred and that's why it takes so long to clear everything up. I'm not convinced that is what's happening here but I hope they'll get it right soon.

So I just went to log into my Andromeda casino account only to find that I've now been blocked or just deleted. It says user not found and I tried to reset my password 3 times and each time it would not accept it. Up until just a few days ago I've been able to login and go to my Andromeda wallet and see my withdrawal still pending but I'm assuming that's no longer the case. It's really upsetting when you go the extra mile to read the terms and conditions and play without breaking or violating any rules and then something like this happens! It's disheartening to say the least.

Yeah that's what they did

Hello Tophat.

I am sorry to hear that. Did you do a chargeback with the casino ?

Hey Thomas, I didn't even know that was possible

section 134 has definitely been changed since the day in question but whatever. It said nothing about the limitations of the bet before.

Dear Tophat.

Do I understand correctly that you are not aware of any chargebacks done by you in this case?

In my conversation with the casino, they said you did a chargeback, but were not able to produce proof of that yet.

Unless they show us the proof, in this situation it's our opinion that you didn't breach the max bet rule and should be paid out.

In my opinion, the wording of the rule as it is shown in the email you received doesn’t change the fact the rule wasn’t breached in the first place.

From the game log provided by the casino and my testing of the Riot slot, albeit in demo mode, it's clear that the 4 bets from the log of 12 USD 13,5 USD 40,5 USD and 51 USD were made with the buy feature, but the bet per spin itself wasn’t higher than 10 USD. In the slot game, it’s stated what the bet is, and from my testing, I was able to replicate a situation where the base bet was 1,5 USD and the 40,5 USD bought me 15 feature spins, while the bet on display on the confirmation window popup said the bet is still 1,5 USD. The game log simply doesn’t reflect the fact the rules weren’t breached.

Hello, Tomas 

Thank you for your help with this topic. 

Hello, Tophat

Yesterday we had a meeting with our top managers and discussed this situation. Sorry that you waited so long. We never refused you in withdrawal and asked you just wait some time because we need to make an investigation.

Our support team will contact you by email and hope you will provide us BTC wallet and we will make payment.

Happy Holidays

Best regards,

Andromeda's team

I will gladly supply my wallet address for the payment and I appreciate you doing the right thing.

I don't want to sound like a impatient douchebag but I'm still waiting for someone to reach out and get my Bitcoin address.

Hey Thomas,

I only use crypto for my casino banking and I've never done or attempted to do a charge back. Not sure where that came from at all. And I still haven't heard from anyone and I don't know if maybe I am being impatient but I feel like I've waited long enough at this point.

Well I still haven't received a payment of any kind but I did finally hear from Andromeda support and they requested my Bitcoin wallet around 2am this morning. I will be sure to post any updates if they make payment. I have no desire to tarnish any casinos reputation I only want what I believe to be fair and legitimate winnings paid. I'll update later

I'm not sure if it's because of the holidays or if things are just taking longer than what I expected but a payment still hasn't been made into the Bitcoin wallet I provided to Andromeda. I'm really starting to wonder if I will ever be paid. As far as any chargeback is concerned I have never done that anywhere with any casino ever! I'm not trying to get something for nothing and I'm certainly not trying to cheat anyone. Yes they remained in contact the entire time and responded promptly to every email I sent. The issue is that every response for the past couple of months has been the same generic excuse without a single update since the day this began.

Hello all.

Thanks to Andromeda casino for their reply and I apologize for the late reply.

Tophat, I am optimistic about the situation and believe you will receive your winnings in the near future. I will leave the complaint open until your confirmation you received your winning in full.

Thanks Thomas, I really appreciate your help with this and I appreciate Andromeda for keeping the the line of communication open. I will post an update as soon as I receive payment.

Hey I just wanted to post an update. I have received payment and I appreciate everyone's help with resolving this situation. Thanks Thomas and casino guru. And thank you Andromeda

Great news Tophat! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.