Bet Andreas Casino - Telefonska verifikacija igrača je odložena i nerešena.

I opened an account here on May 25, 2024, early in the morning. I immediately made a deposit of 300 euros and tried to place a live bet but was not allowed to do so until I verified my phone number. I attempted to verify it, entered my phone number, but the code from their site never arrived. After waiting unsuccessfully for some time, I contacted the operator who asked me to send my documents to verify my account. I did so immediately and then asked about the phone number verification, to which he said I just had to wait and that the issue would be resolved. I pointed out that the code clearly wasn't arriving as it had already been an hour. Despite my concerns, he kept repeating that I needed to be patient and that the issue would be resolved. I spent over two hours in the chat with him, trying to resolve the phone verification code issue. Throughout that time, he kept telling me the same thing: to be patient and that the issue would be resolved, until I finally ended the chat after over two and a half hours of waiting for them to do anything.

The next day, I returned to the chat. In the meantime, no code had arrived on my phone, and the chat opened in Arabic. I asked for an English-speaking operator. They first asked where I was from; I said Serbia. They told me to wait and that they would connect me with a Serbian operator. After waiting for some time, the operator returned and said, "Sir, we currently have no available Serbian operators." I asked if we could speak in English. He responded, "This is the Bangladesh chat, and we only provide service for BDT currency." I replied that I only had one question: since yesterday, I couldn't verify my phone number because I didn't receive a code from your site, which is necessary to place a bet. This has nothing to do with currencies. I was on chat yesterday with your operator for over two hours, and he told me to just wait. Is it possible that after all this time, that's all you can tell me? He responded, "I understand, sir, but we cannot take any complaints from other countries. We only provide services for Bangladesh," and gave me an email address: en@betandreas.com. I replied, "Okay," and immediately sent an email explaining everything that happened. After two more days without any response to the email, I returned to the chat. At the very beginning, I wrote that I hadn't received any code on my phone and couldn't bet or use my account until my phone number was verified. They asked where I was from again, and I said Serbia. I also asked them to speak in English because I was beginning to doubt if there were any Serbian operators at all. But again, they said they would transfer me to a Serbian operator. I replied that I had been told this multiple times and had never been transferred to a Serbian operator and that I truly didn't understand what was going on with this site. He responded, "I understand, sir. I'm sorry, but at this moment, the transfer is not possible due to the lack of Serbian operators. Stay with us; you will be transferred only if an operator is available," and left me there to wait even though we both knew there was no Serbian operator. I then wrote in the chat, "Why did you allow me to open an account if you don't offer support for other countries except Bangladesh?" And I asked about the first operator who asked for my documents, and I still don't know what happened with them. Since then, no one has wanted to start a conversation or take any complaints because they only serve Bangladesh. He continued to repeat the same thing and told me to send an email to en@betandreas.com. I said that nobody had responded to that email for two days. He replied that they would surely respond, but it just takes some time. At this point, I was extremely frustrated, seeing that they were constantly repeating the same story without paying attention to what I was saying. So, I detailed everything that had been happening day after day, to which he only repeated himself, gave me the same email to send a message to, and ended the chat.

I contacted the chat again, and then they changed their routine and asked for my account number. I provided it, and then they asked the standard question about my country. They said they would transfer me to my operator, and after a few minutes of waiting, they responded to send a message to the same email I had previously received. I then contacted the chat in frustration, repeating, "I want support, I want support," and said that nobody was responding to the email. At that point, they provided a new email address: support@betandreas.com. I sent a message to that email, explaining everything in detail, and after another two days, there was no response. I contacted the chat again, where they continued with the same story, saying they would transfer me to my operator who never came. It is now clear after six days that they are stealing deposits and documents from their users. I will provide proof with conversation screenshots and emails sent without any responses.

Otvorio racun ovde 25tog Maja 2024 rano ujutru, odmah uplatio deposit od 300eur i odmah sam pokusao da odigram opkladu uzivo ali mi nije bilo dozvoljeno dok ne verifikujem svoj broj telefona, pokusao sam da ga verifikujem, upisao svoj broj telefona ali mi kod sa njihovog sajta nikada nije stigao, posle nekog vremena bezuspesnog cekanja koda javio sam se operateru koji mi je trazio da im posaljem svoja dokumenta kako bih verifikovao svoj racun, ja sam to odmah uradio i onda sam ga pitao a sta je sa brojem telefona koji nije verifikovan, on mi je rekao samo da cekam i da ce se resiti, ja sam ga pitao kako ce se resiti kada kod ocigledno ne stize jer je poslat u tom trenutku vec pre sat vremena, on je nastavio da mi ponavlja jedno isto da budem strpljiv i da ce se problem resiti. Ukupno sam proveo preko dva sata na cetu sa njim pokusavaju da resim problem sa kodom za mobilni telefon, za sve to vreme on meni govori jednu istu stvar da ce se problem resiti i da ja budem strpljiv sve dok ja nisam prekinuo cet nakon preko dva ipo sata cekanja da oni bilo sta urade.

Sutradan dolazim opet na cet, u medjuvremenu nikakav kode nije stigao na moj telefon, i cet se otvara na arapskom jeziku, ja trazim operatera na engleskom, oni me prvo pitaju odakle sam, kazem iz srbije, kazu mi sacekaj spojicemo te sa srpskim operaterom,posle nekog vremena cekanja vraca se operater i kaze mi gospodine trenutno nemamo slobodnih srpskih operatera, ja ga pitam mozemo li pricati na engleskom, on mi odgovara, ovo je banglades cet i mi sprovodimo uslugu samo za bdt valutu, ja mu odgovaram imam samo jedno pitanje, ne mogu od juce da verifikujem svoj broj telefona, ne dobijam kode sa vaaseg sajta bez koga ne mogu da polozim opkladu, ovo nema nikakve veze sa valutama, bio sam juce na cetu sa vasim operaterom preko dva sata i on mi je rekao samo da cekam, dali je moguce da posle ovoliko vremena samo to imate da mi kazete? On mi na to odgovara : " razumem vas gospodine, ali mi ne mozemo da primamo nikakve reklamacije od drugih zemalja, mi sprovodimo usluge samo za banglades, i daje mi mejl na koji mogu da posaljem poruku en@betandreas.com" ja odgovaram ok,i odmah nakon toga posaljem na taj mejl poruku u kome opisem sve prethodno. Prolaze jos dva dana i nikakav odgovor ne stize na mejl. Dolazim ponovo na cet, odmah na pcoetku ceta pisem da nisam jos uvek dobio nikakav code na moj telefon i da ne mogu da se kladim i da koristim svoj nalog dok ne verifikujem svoj broj telefona, on mene na cetu pita odakle sam, ja opet kazem srbija, i kazem mu molim vas da pricamo na engleskom jer sam vec poceo da sumnjam da tu postoji bilo kakav srpski operater, ali on meni opet odgovara da ce me prebaciti kod srpskog operatera, ja odgovaram da mi je to receno vec vise puta id a nikad do sad nisam bio prebacen kod srpskog operatera i da stvarno ne razumem o cemu se radi na ovom sajtu, on meni odgovara na to " razumem vas gospodine,zao mi je ali u ovom trenutku trasnfer nije moguc zbog nedostatka operatera u srbiji, ostanite sa nama, bicete prebaceni samo ako operater bude tu" i ostavlja me tu da cekam iako sada vec obojica znamo da ne postoji nikakav srpski operater. Ja mu potom napisem u cetu zasto ste mi dozvolili da napravim racun kod vas ako ne nudite podrsku za druge zemlje sem za banglades, i kako je prvi operater od mene trazio dokumenta sa kojima ne znam sta se desava inace,a posle njega svi ne zele ni da zapocinju razgovor i da primaju bilo kakve zalbe jer su oni iskljucivo za banglades, on meni samo nastravlja da ponavlja jedno isto i na to odgovara da ne mogu da primaju zalbe od drugih drzava i da posaljem mejl na en@betandreas.com ", ja kazem da niko vec dva dana ne odgovara sa tog mejla, on meni kaze naravno da ce odgovoriti samo treba malo vremena " ja sam se tu vec veoma iznervirao videvsi da oni konstantno vrte jednu istu pricu ne obracajuci paznju sta ja njima pricam, pa sam mu do detalja ispricao sve sta se desava danima na sta je on meni samo sve ponovio dao mi isti mejl na koji da posaljem poruku i prekinuo cet. Ja sam se opet javio na cet, onda su promenili rutinu i piteli me za moj broj racuna, ja sam im dao naravno, i onda ide isto standardno pitanje iz koje ste zemlje, sad cemo vas prebaciti kod vaseg operatera, i nakon cekanje od par minuta stize mi odgovor samo da pustim poruku na mejl koji sam vec prethodno dobio. Ja se zatim iznervirano opet javim na cet i pocnem da ponaqvljam zelim podrsku, zelim podrsku, i kazem da niko ne odgovara na tom mejlu koji mi je dat, oni mi tada daju novi mejl na koji da pustim poruku support@betandreas.com, ja posaljem poruku i na taj mejl i sve detaljno objasnim u njemu,i nakon dva nova dana nema nikakvog odgovora ni sa tog mejla i ja se opet javljam na cet gde oni nastavljaju sa istom pricom, sada cemo vas spojiti sa vasim operaterom koji nikad ne dodje. Sada nakon 6 dana je veoma jasno da oni kradu deposite i dokumenta od svojih korisnika, sve cu dokaziti slikama dopisivanja i slanja mejla bez odgovora.

Hello Leon11,

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

Could you please advise why don't you try out a different casino if you are already experiencing such issues just with the verification. Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Of course, I will try another casino, but as I wrote before, I cannot use my BetAndreas account until I verify my phone number, and their code does not reach my phone number, while they do not want to provide any support for it. This means that I can't even pay out the money I paid into my account, because I also need phone number verification for the payment.

As for the second question, I'm not sure I understand, but move the communication to where you think is best.

Zdravo Nick,

Naravno da cu isprobati drugi kazino , ali kao sto sam prethodno napisao ja svoj racun kod BetAndreas ne mogu da koristim dok ne verifikujem svoj broj telefona,a njihov kod ne stize na moj broj telefona, dok oni ne zele da pruze nikakvu podrsku za to. To znaci da je ne mogu ni da isplatim novac koji sam uplatio na svoj racun jer mi je i za isplatu takodje potrebna verifikacija broja telefona.

Sto se tice drugog pitanja nisam bas siguran da sam shvatio, ali prebacite komunikaciju tamo gde vi mislite da je najbolje.

Also, I would like Casino Guru to explain to me where the BetAndreas website got its high security rating from?

When it is already evident that they are just stealing deposits from their players

Takodje voleo bih da mi Casino Guru objasni odakle sajtu BetAndreas visoka ocena sigurnosti?

Kada je sada vec evidentno da oni samo kradu depozite od svojih igraca

Hello Leon11,

Please forward the communication between you and the casino to nikolas.b@casino.guru as requested previously.

The conversation here is becoming unclear to me, first I waited seven days for your answer, and after seven days you only had this to answer me!?

I answered your question in the previous message, while you didn't write anything to me about how BetAndreas has a high security rating!?

Then related to switching communication to nikolas.b@casino.guru , I don't understand what this is actually about, do you mean that we should switch the communication via e-mail? Please explain to me because I really don't understand

I thought that everything here should be transparent and public and that other players should see the problem that exists between the players and the casino in order to prevent something like that from happening to them?

Postaje mi nejasna konverzacija ovde, prvo cekao sam sedam dana na vas odgovor, i nakon sedam dana vi ste imali samo ovo da mi odgovorite!?

Ja sam vama u prethodnoj poruci odgovorio na vase pitanje, dok vi meni na pitanje kako BetAndreas ima visok sigurnosni rejting niste nista napisali!?

Zatim vezano za prebacivanje komunikacje na nikolas.b@casino.guru, nije mi jasno o cemu se tu ustvari radi, jel vi to mislite da prebacimo komunikaciju putem mejla? Objasnite mi molim vas posto mi stvarno nije jasno

Ja sam mislio da ovde treba sve da bude transparentno i javno i da drugi igraci treba da vide problem koji postoji izmedju igraca i kazina kako bi sprecili da se tako nesto njima desi?

Hello, Dear Leon11!

We are sorry to hear about your negative impression. We always strive to improve the experience of our users and deal with any situation. 

You need to link your phone number to your game account. Our specialists have sent you an email to your contact email with a list of necessary documents to change/add personal data to your game account. Unfortunately, you did not provide the documents in the reply email. Please send us a reply email with all necessary documents from the list and the phone number to be linked to your game account.

Have a nice day!

Best regards, BetAndreas.

Hello Leon11,

Yes, I've requested the e-mail communication between you and the casino forwarded to us.

The casino has a safety index of 7.6 which is not high. Also we handle hundreds of complaints at once and that is why we have a 7 day time provided for us, the player and the casino.

For now, please follow the casino's instructions and let us know if their solution works.

Hi Nick, you didn't answer me why you wanted to transfer communication via e-mail?

As for their rating, I have not received an answer regarding that for the second time either. Their security rating is certainly not low and is not something that could cause concern among players, and in my case we can see that there is indeed a reason for such a thing, because now It's been a month since I opened an account with them and paid money that I can't use all this time, while their customer service hasn't done anything about it for all that time, they've behaved very badly towards me during this time (they left from the chat in the middle of the communication, they told me on the chat that they are only in charge of Bangladesh, although previously on the same chat they asked me for documents to verify the order, and related to that I never received an answer about the verification of the order, shifting the responsibility from one to the other and to in the end, I didn't get help from anyone on how to verify the phone number... ) So I'm wondering, based on what criteria they have a security rating of 7.6/10?

Hello BetAndreas, regarding your last email, I wrote you what I think about it, and now I will also make it public here.

After BetAndreas finally replied to my message via email after two weeks of waiting, we exchanged 5 messages in that correspondence, for each new reply from them I had to wait a whole new day, that means you replied to me one message a day, in which usually write some rather stupid and general questions or answers. In their first email, they wrote to me that I should contact the online chat and that they would solve my problem, after that I wrote to them that I had already tried everything I could through the chat, the next day in the email they asked me for my phone number and my gaming account id, when I sent it to them, the next day their message was asking me to tell them if I don't receive codes on my mobile phone after I try to connect it!? They ask me that after 20 days, after 3 days of correspondence with them via e-mail, countless correspondence via chat, and after everything I already wrote in detail in that e-mail, I answer them "yes, obviously" because I don't know what else I would like. said something like that, and the next day they ask me via email if I have any restrictions in receiving sms messages, which I also consider a provocative question that someone can think that I have some restriction without knowing about it and that I have been trying for so many days to solve the problem through support, and then on the 5th day of correspondence they transferred me to a new support, they told me that they would help me solve the phone connection problem and then they gave me a new email to contact.

Immediately that day, I sent a message to the new email I received, and I received the following response from them: "In order to change the personal data on your account, you need to send us the following documents: The list contained the documents that they wanted to I send (although I already sent all those documents via chat), then they wrote to me to tell them which information on my account I want to change, as well as the reason why I want to change the information on my account

I replied to that email with a long email, where I wrote that it seems to me that they didn't understand something, that I didn't write anywhere that I wanted to change my personal data that I entered on the site, because I didn't even manage to get the data related to my phone number. to enter because their code doesn't work, and that I actually need help how to enter my phone on their site and verify it and that I don't want to change any data that I previously entered on my account, then I don't understand why they are asking for that documents from me when I already sent those same documents via chat when I was asked to verify my profile (related to that, I did not receive any response regarding my profile verification, although I asked everyone with whom I communicated about it).

To that detailed and long email of mine where I explained everything again, they answered me "in order to change the personal data on your account, you must provide us with the information previously requested from you".

To this answer, I saw no other option but to write them this answer: "I took pictures of all our correspondence, which I will disclose on the Internet and show everyone how you steal deposits from your players".

After such an answer from their side, where they did not state what I wrote previously but only repeated what they wrote in the previous message, after so many of my attempts in the last month to verify my phone number, it became clear that they do not want nothing to do about it and illegally keeping the deposit I made on their site. I will do everything in my power so that other players do not fall into their trap and be deceived, every attempt of any communication with them to verify my phone and use the account I took a picture

Zdravo Nick, niste mi odgovorili zasto ste imali zelju da komunikaciju prebacimo putem e-poste?

Sto se njihove ocene tice,vezano za to takodje vec drugi put ne dobijam odgovor.Njihova ocena sigurnosti svakako nije mala i nije nesto sto bi moglo da izazove zabrinutost kod igraca, a u mom slucaju mozemo videti da za tako nesto itekako postoji razlog, jer sada ima vec mesec dana kako sam otvorio racun kod njih i uplatio novac koji ne mogu da koristim sve ovo vreme, dok njihova korisnicka sluzba za sve to vreme ne cini nista oko toga, vec stavise prema meni su se za ovo vreme ponasali veoma lose ( odlazili sa chata usred komunikacije,pricali mi na cetu da su zaduzeni samo za banglades iako su prethodno na tom istom cetu trazili mi dokumenta za verifikaciju naloga i vezano za to nikada nisam dobio odgovor sta je sa verifikacijom naloga, prebacivali odgovornost sa jednih na druge i na kraju niodkoga nisam dobio pomoc kako mogu verifikovati broj telefona... ) Pa me zanima na osnovu kojih kriterijuma oni imaju ocenu sigurnosti 7.6/10?

Zdravo BetAndreas, sto se tice vaseg poslednjeg mejla, napisao sam vam sta mislim o tome, a sada cu i ovde javno.

Nakon sto mi je BetAndreas konacno putem mejla odgovorio na poruku posle dve nedelje cekanja, razmenili smo 5 poruka u tom dopisivanju, za svaki novi odgovor od njih sam morao da cekam ceo jedan novi dan, znaci jednu poruku dnevno ste mi odgovarali, u kojima obicno napisu neka prilicno glupa i uopstena pitanja ili odgovore. U prvom njihovom mejelu su mi napisali da se javim na online chat i da ce mi oni resiti problem, nakon toga sam im ja napisao da sam preko chata vec pokusao sve sto je do mene, sledeceg dana u mejlu su mi trazili moj broj telefona i id mog gaming racuna, kada sam im to poslao, sledeceg dana njihova poruka je bila sa pitanjem da im kazem dali ja ne primam code na svoj mobilni telefon nakon sto pokusam da ga povezem!? To me pitaju nakon 20 dana, nakon 3 dana dopisivanja sa njima putem mejla,bezbroj dopisivanja putem chata, i nakon svega sto sam im vec detaljno napisao u tom mejlu, odgovorim im na to " da, ocigledno" jer ne znam sta bih drugo vise rekao na tako nesto, i sledeceg dana me putem mejla pitaju dali ja imam neke restrikcije u primanju sms poruka, sto isto smatram vec provokativnim pitanjem da neko moze pomisliti da ja imam neku restrikciju a da za to ne znam i da se ovoliko dana vec trudim da putem podrske resim problem, i onda me 5tog dana dopisivanja prebace kod nove podrske, rekavsi mi da ce mi pomoci da resimo problem povezivanja telefona i tada su mi dali novi mejl na koji da se javim.

Odmah tog dana sam poslao poruku na novi mejl koji sam dobio, i od njih mi je stigao ovakav odgovor: " Da biste promenili licne podatke na svom racunu potrebno je da nam posaljete sledeca dokumenta : U listi su bili nabrojana dokumenta koja su zeleli da im posaljem ( iako sva ta dokumenta sam prethodno vec slao putem chata ), zatim napisali su mi da im kazem koje informacije svog racuna zelim da promenim,kao i razlog zasto zelim da promenim informacije na svoj racunu

Ja sam na taj mejl odgovorio jednim duzim mejlom, gde sam napisao da mi deluje da oni nesto nisu shvatili,da nigde nisam napisao da zelim da menjam svoje licne podatke koje sam uneo na sajt,jer podatke vezano za moj broj telefona nisam ni uspeo nijednom da unesem jer njihov code ne funkcionise, i da meni ustvari treba pomoc kako da unesem svoj telefon na njihov sajt i da ga verifikujem i da ne zelim da menjam nikakve podatke koje sam prethodno uneo na svoj racun, zatim da mi nije jasno zasto traze ta dokumenta od mene kada sam ta ista dokumenta vec slao putem chata kada mi je zatrazena verifikacija mog profila ( vezano za to nisam dobio nikakav odgovor oko moje verifikacije profila, iako sam svakoga sa kime sam imao komunikaciju pitao vezano za to ).

Na taj moj detaljni i duzi mejl gde sam sve ponovo objasnjavao, oni su meni odgovorili " da biste promenili licne podatke na vasem racunu, morate da nam dostavite informacije koje su prethodno trazene od vas".

Na ovakav odgovor ja vise nisam video drugu opciju sem da im napisem ovakav odgovor " napravio sam slike svih nasih dopisivanja koje cu obelodaniti na internetu i svima pokazati kako kradete depozite od svojih igraca".

Posle ovakvog odgovora sa njihove strane, gde nisu konstatovali ono sto sam ja prethodno napisao vec samo ponovili ono sto su oni napisali u prethodnoj poruci, nakon ovoliko mojih pokusaja u poslednjih mesec dana da verifikujem svoj broj telefona, postalo je vec jasno da oni ne zele nista da ucine po tom pitanju i da nelegalno drze depozit koji sam napravio na njihovom sajtu. Ja cu sve uraditi sto je do mene da drugi igraci ne upadnu u njihovu zamku i da budu prevareni, svaki pokusaj bilo kakve komunikacije sa njima kako bih verifikovao svoj telefon i koristio nalog sam slikao

Hello Leon11,

You submitted your complaint so I guess it is fair that we are asking the questions not you and we have to gather evidence in order to proceed with any player's complaint. Please forward the communication between you and the casino (this will be the last request to forward it) otherwise we will be forced to close the complaint.

I forwarded the communication as you requested and sent you a message on the email you gave me in order to try to resolve this situation that has been going on for too long, which is the illegal holding of my money for such a long period without the other party trying to do anything concrete related to that, while I did everything that was up to me and that was asked of me.

Although I also think that it would be fair if I received an answer as to why we are transferring communication via email from the public space, as well as if I received an answer as to what the criteria were for BetAndreas to receive a 7.6/10 security rating, still some players open accounts based on your ratings in some casinos, so I think a lot of responsibility is on you.

I want to hope that you do your job as well and honestly as possible, that you try to protect all users, to be on the side of the truth, and if that's the case, and I believe that it is, I can only thank you on behalf of all the players.

Prosledio sam komunikaciju kao sto ste trazili i poslao vam poruku na mejl koji ste mi dali kako bismo pokusali da resimo ovu situaciju koja vec predugo traje, a to je drzanja mog novca protivzakonito ovako dugacak period bez da druga strana pokusava da uradi nesto konkretno vezano za to, dok sam ja uradio sve sto je bilo do mene i sto je od mene bilo trazeno.

Iako isto tako ja mislim da bi bilo fer da sam dobio odgovor zasto sa javnog prostora prebacujemo komunikaciju putem mejla, kao i da sam dobio odgovor koji su kriterijumi bili da BetAndreas dobije 7.6/10 sigurnosnu ocenu, ipak neki igraci na osnovu vasih ocena otvaraju racune u nekim kazinima, stoga mislim da je velika odgovornost na vama.

Zelim da se nadam da svoj posao radite maksimalno dobro i posteno, da se trudite da zastitite sve korisnike, da budete na strani istine, i ako je tako a verujem da jeste mogu samo da vam zahvalim u ime svih igraca.

Hello Leon11,

Additional e-mail has been forwarded to you.

Regarding the safety index - it is accumulated by many aspect of the casino like terms and condition, limits, bonus fairness, player complaints. For example, the casino has no unresolved complaints and they try to solve them in every case.

I have now sent all of the documents that they requested from BetAndreas site, although I have already sent all of them and I have told you and them many times.

And I tried to say earlier that I didn't see a reason why I should send the documents now again when I already sent them before and I didn't get any answer regarding that , when I already tried it all before on the chat several times , through several of their different emails, every time like now I did everything that was asked of me.

Hello Leon11,

The communication between you and the casino has been requested multiple times and it still has not been forwarded.

Unfortunately, we will be forced to close the complaint until the conversation will be forwarded.

Best regards,

Nick

We’ve reopened this complaint at the request of Leon11. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Leon11,

Thank you for providing the requested evidence after all. As we will require further clarification from the casino, your case will be now forwarded to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Leon11 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bet Andreas Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Hello, Dear Leon11!

We are sorry to hear that you are experiencing a problem. Our specialists are in dialog with you via contact email. Your request is in the process of being resolved. Please stay in touch via e-mail. We'll also keep an eye out for updates and come back here with a response.

Have a nice day!

Best regards, BetAndreas.

Thank you for the update Bet Andreas Casino representative.

I would like to ask both parties to please keep us updated about any new developments. Thank you in advance!

Hello, Dear Leon11!

We have taken the information, your number has been successfully linked to your game account. You will now be able to receive a confirmation code if necessary. Please confirm that the complaint has been resolved.

Have a nice day!

Best regards, BetAndreas.

Thank you for the update Bet Andreas Casino representative.

Dear Leon11, let us know if this resolves your issue or if you require any further assistance. Thank you in advance!

@ Bet Andreas, it's obviously difficult for anything to be resolved with you.

First of all, we have to go through everything.

The truth is that they finally connected my account with my phone number, after three months during which I tried in every possible way to reach them, but during all that time they refused to connect my phone number with my account on their website (without connecting to their website, as I explained earlier, it is not possible to use their account).

In order for that to happen and for me to be able to link the account with the phone number, I had to send them the same documents three times for the verification of my account, the first time I sent the documents via chat support and when I came there again to ask what was happening with documents and linking the phone to my account they have since started telling me that they are chat only for bangladesh and that was it as far as chat support is concerned.

As for the support via e-mail, it was also cheerful, they answered my first e-mail after 15 days, then they sent me to their various other e-mails to finish it, and then in the end, through one of their e-mails, they asked me for the documents that I I immediately sent it to them and after that they stopped responding there as well...

And after three months they contacted me to send them the documents again, and I even did it for the third time, and this time I was told that the phone number is connected to my account and that I can now use my account.

And considering that it took so much time and complications for such a thing to happen, I asked them to allow me to just withdraw the money back from their site because logically I lost all desire to use their services, they told me that that's not possible and I have to make bets up to the amount of my deposit, then I played a football bet live with a 100eur bet at odds of 2.02, the bet was a winner, but after a few minutes I still didn't receive the money I won on my account next to my bet, the status "pending" was written in the betting history, and after an additional few minutes, a notification appeared on the screen "We have temporarily frozen your account for security reasons. Please contact customer support in any way that suits you - we will help!

And so my account is blocked again with my money in it, I was able to use my account for a full 5 minutes, enough to place one bet, which after winning is now currently in "pending" status.

Later that day I received an Email from them saying that I needed to send them the documents AGAIN! As well as video verification is required! And that after I used the account for just one bet!

It is very unclear what they want to achieve with the new verification. It seems that it wasn't enough that I sent documents three times to link my phone number to my account, it seems that they don't understand that I can provide them with everything they want!?

Or they just want to use my money for a little while while my account is locked again, maybe they'll come up with some reason in the end why they wouldn't have to pay me money...

@ Bet Andreas ocigledno tesko da sa vama bilo sta moze da bude reseno.

Pre svega moramo da prodjemo kroz sve.

Istina je da su mi konacno povezali moj racun sa mojim brojem telefona, i to posle tri meseca tokom kojih sam pokusao na sve moguce nacine da dodjem do njih ali su oni za sve to vreme odbijali da povezu moj broj telefona sa mojim racunom na njihovom sajtu ( bez cijeg povezivanja na njihovom sajtu kao sto sam ranije objasnio nije moguce koristiti racun kod njih ).

Da bi se to desilo i da bih uspeo da povezem racun sa brojem telefona, morao sam tri puta da im saljem ista dokumenta za verifikaciju mog racuna, prvi put sam slao dokumenta puetm chat podrske i kada sam opet dosao tu da pitam sta se desava sa dokumentima i povezivanjem telefona sa mojim racunom oni su od tada poceli da mi govore da su oni chat samo za bangladesh, i to je bilo to sto se tice chat podrske.

Sto se tice podrske putem mejla tu je isto bilo veselo, na prvi moj poslati mejl su odgovorili posle 15 dana, zatim slali su me na razne njihove druge mejlove da to zavrsim i onda su mi na kraju putem jednog od njihovog mejla zatrazili dokumenta koja sam im odmah i poslao i nakon toga su prestali da odgovaraju i tamo...

I nakon tri meseca su se javili da im opet posaljem dokumenta, i ja sam to cak uradio i po treci put, i ovaj put mi je javljeno da je broj telefona povezan sa mojim racun i da sada mogu da koristim svoj racun.

I sa obzirom da je ovoliko vremena i komplikacije bilo potrebno da se tako nesto desi, ja sam ih pitao da mi dozvole da samo izvucem novac nazad sa njihovog sajta jer sam logicno izgubio svaku zelju da koristim njihove usluge, oni su mi na to rekli da to ne moze i da moram da napravim opklade u visini svog deposita, tada sam odigrao jednu fudbalsku opkladu uzivo sa 100eur ulogom na kvotu 2.02, opklada je bila pobednicka, ali nakon par minuta meni i dalje nije dosao novac koji sam osvojio na moj racun vec je u betting history pored moje opklade pisalo status " ocekivanje ", i nakon dodatnih par minuta izaslo mi je obavestenje na ekranu " Mi smo zamrznuli vas racun privremeno iz bezbednosnih razloga. Molimo kontaktirajte korisnicku podrsku na bilo koji nacin koji vam odgovara - mi cemo vam pomoci! Email :  id@betandreas.com

I tako je moj racun opet blokiran sa mojim novcem unutra, bio sam u mogucnosti da koristim svoj racun punih 5 minuta, dovolljno da odigram jednu opkladu, koja je nakon sto je bila pobednicka sada je trenutno u statusu " ocekivanja ".

Kasnije tokom tog dana primio sam Email od njih u kome je pisalo da je potrebno da im posaljem dokumenta OPET! Kao i da je potrebno da se uradi i video verifikacija! I to nakon sto sam koristio nalog za samo jednu opkladu!

Veoma je nejasno sta oni zele da postignu sa novom verifikacjom. Izgleda da nije bilo dovoljno sto sam tri puta slao dokumenta da bih povezao svoj broj telefona sa mojim racunom, izgleda da im nije jasno da mogu da im dostavim sve sto zele !?

Ili samo zele da koriste moj novac jos malo dok mi je racun opet zakljucan, mozda da i na kraju smisle neki razlog zbog kojeg ne bi morali da mi isplate novac...

Thank you for the update Leon11.

Dear Bet Andreas Casino representative, can you let us know why was the player's account blocked and documents for verification requested once again? Thank you in advance for your cooperation!

Hello, Dear Leon11 and Casino Guru!

Verification is carried out in all betting companies as one of the security measures for customer accounts. By registering with our service, the client has agreed to the verification rules. Account verification is not related to the phone number linking procedure that the customer has previously encountered.

We have received information from the security department, unfortunately the documents required for verification have not been received from the client. The player needs to submit the documents to id@betandreas.com and go through a video call. Without going through the verification procedure the game account will remain blocked.

As for the withdrawal of funds, we want to clarify that the client has made a deposit and the funds are on deposit. In order to withdraw the funds, the player needs to wagered it. 

Have a nice day!

Best regards, BetAndreas.

I sent all the documents that were asked of me, and after it was verified by them, they sent me to choose one of three dates for video verification, and the first date they offered is one month from now.

I think that what they are doing is very unfair and ugly, because when we do the video verification in a month, then it will be four and a half months that I have opened an account with them on the website, and all that time I had money deposited in my account on their website and during all that time I was able to use my account for 5 minutes and for one bet, after which my account was frozen because additional verification was requested, while it is still unclear why after that bet, which was a winner, the money is still not in my account account, but in the bet history next to it it says "in expectation", whatever that means!?

So in four and a half months, one bet could be placed on their site, and for the rest of the time I spent in correspondence with them, first trying in every possible way to connect my phone number with my account on their site, that's what it was for it took three months and now this after one winning bet...

It is important to note that I sent everything immediately that was asked of me

Poslao sam sva dokumenta koja su od mene trazena, i nakon sto je to verifikovano sa njihove strane poslali su mi da izaberem jedan od tri datuma za video verifikaciju,a prvi datum koji su ponudili je mesec dana od sada.

Smatram da je veoma nefer i ruzno ovo sto rade, jer kada budemo uradili tu video verifikaciju za mesec dana tada ce biti cetiri ipo meseca kako imam otvoren racun kod njih na sajtu, i sve to vreme sam imao deponovan novac unutar svog racuna na njihovom sajtu a za sve to vreme mogao sam da koristim svoj racun 5 minuta i za jednu opkladu nakon koje mi je racun zamrznut jer je trazena dodatna verifikacija, pritom je i dalje nejasno zasto nakon te opklade koja je bila pobednicka novac se i dalje ne nalazi na mom racunu nego u istoriji opklada pored nje pise " u ocekivanju " sta god to znacilo!?

Znaci za cetiri ipo meseca jedna opklada je mogla da se odigra na njihovom sajtu, i za svo ostalo vreme sam proveo u dopisivanju sa njima, prvo pokusavajuci na sve moguce nacine da povezem svoj broj telefona sa mojim racunom na njihovom sajtu, za to je bilo porebno tri meseca i sada ovo nakon jedne pobednicke opklade...

Vazno je napomenuti da sam ja slao sve odmah sto je bilo trazeno od mene

Dear Leon11, I understand your frustration but there's not much I can do to assist. The casino has the right to request a verification procedure and even though I understand a month for the call is a long time to wait we will have to wait nonetheless. I'm sure once this call and your documents have been sufficiently reviewed you will be able to access your funds and withdraw. Thank you for your patience during this time!