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Good morning

I've been trying to resolve this situation with you for more than 3 days and you won't help me.

My ID:

********

Registered with email: [removed by Casino.Guru admin]

I can't withdraw the money I have in my balance, no matter what withdrawal method I use, I always get €0 available.

I deposited 500€ in total, I made several bets in an online casino, from which I made a profit and now you won't let me withdraw the money, it's not because it's bonus money and it's not because I have to play what I deposited, I want you to solve the problem quickly because this is a crime, it's theft and you are trying to deceive your players.

I have €1050 to withdraw and you won't let me, you say the available balance is €0 while it's a lie. Liars!

I want an answer quickly

Bom dia

Ha mais de 3 dias que eu tento resolver esta situação com vocês e não me ajudam.

O meu ID: 

********

Registado com o email: [removed by Casino.Guru admin]

Eu não consigo levantar o meu dinheiro que tenho de saldo, seja qual for o metodo de levantamento aparece-me sempre como disponível 0€.

Eu depositei 500€ no total, fiz varias apostas em casino online, do qual tive lucro e voces agora não me deixam levantar o dinheiro, não é porque é dinheiro bonus e não é porque eu tenho que jogar o que depositei, quero que me solucionam o problema rapido porque isto é crime, é roubo e voces estao a tentar enganar os vossos jogadores.

Tenho 1050€ para levantar e voces não me deixam, diz que o saldo disponivel é 0€ enquanto é mentira. Mentirosos!

Quero uma resposta rapido

Hello,

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

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

• Have you contacted casino support and asked for assistance? What recommendation have you received?
• Have you attempted to cancel the bonus? Usually, if a bonus is active and wagering requirements are not yet fulfilled, withdrawals are blocked.
• Could you please share with me your 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Sirs,

My name is ***** and I hold an account registered on your platform with the user 11223609. I hereby submit a formal complaint regarding the impossibility of withdrawing the balance available in my BetAndreas account.

On July 17, 2025, I created my account and made three separate deposits through the Multibanco method (entity and reference), in the amounts of €100, €200 and €200, totaling €500. These movements are duly confirmed by a bank statement, which I attach to this email.

After the deposits, I played exclusively live BlackJack, having never used any other game or modality. My game history, which I am also attaching, shows total movements of more than €6,000, which demonstrates consistent and legitimate activity. I won and lost throughout the sessions until I reached a total balance of €700, at which point I tried to make a withdrawal.

However, all withdrawal attempts indicate that the available balance is €0, which does not correspond to the reality shown on the account. I have contacted your support numerous times, and they have either been unable to resolve the situation or said they would open an internal report. Despite being asked for additional information (which I immediately provided), I was informed again 24 hours later that no report existed. This situation was repeated more than once, without any solution being provided.

More recently, one of the operators again said that he would open a new report and gave me the reference code SR7014706, of which I have so far received no update or resolution.

I continued to play while waiting for a response and my balance currently stands at €1,050. Even so, I am still unable to withdraw any money, which I consider to be an abusive and unacceptable practice. This situation suggests an unjustified blocking of my funds, without any clear explanation from you.

I reiterate my request for this situation to be resolved as a matter of urgency and for the full amount available in my account to be returned to me. Attached are the deposit slips, game history and prints showing the balance and the failed withdrawal attempts.

If I do not receive a response in good time, I reserve the right to lodge a complaint with the relevant regulatory authorities.

Exmos. Senhores,

O meu nome é *****, titular da conta registada na vossa plataforma com o utilizador 11223609. Venho, por este meio, apresentar uma reclamação formal relativa à impossibilidade de levantar o saldo disponível na minha conta BetAndreas.

No dia 17 de julho de 2025, criei a minha conta e realizei três depósitos distintos através do método Multibanco (entidade e referência), nos valores de 100€, 200€ e 200€, totalizando 500€. Estes movimentos estão devidamente comprovados por extrato bancário, que anexo a este e-mail.

Após os depósitos, joguei exclusivamente BlackJack ao vivo, nunca tendo utilizado outro jogo ou modalidade. No histórico de jogo, que também anexo, constam movimentos totais superiores a 6.000€, o que demonstra uma atividade consistente e legítima. Fui ganhando e perdendo ao longo das sessões, até alcançar um saldo total de 700€, altura em que tentei realizar um levantamento.

No entanto, todas as tentativas de levantamento indicam que o saldo disponível é de 0€, o que não corresponde à realidade apresentada na conta. Contactei inúmeras vezes o vosso suporte, que ora não soube resolver a situação, ora afirmou que iria abrir um relatório interno. Apesar de me terem solicitado informações adicionais (que forneci de imediato), voltei a ser informado, 24 horas depois, que nenhum relatório existia. Esta situação repetiu-se por mais de uma vez, sem que qualquer solução tenha sido apresentada.

Mais recentemente, um dos operadores voltou a afirmar que iria abrir um novo relatório e forneceu-me o código de referência SR7014706, do qual até ao momento continuo sem qualquer atualização ou resolução.

Continuei a jogar enquanto aguardava uma resposta e, atualmente, o meu saldo é de 1.050€. Ainda assim, continuo impossibilitado de levantar qualquer valor, o que considero uma prática abusiva e inaceitável. Esta situação sugere um bloqueio injustificado dos meus fundos, sem qualquer explicação clara da vossa parte.

Reitero o meu pedido para que esta situação seja resolvida com urgência, sendo-me devolvido o valor total disponível na minha conta. Em anexo, seguem os comprovativos de depósito, histórico de jogo e prints que demonstram o saldo e as tentativas de levantamento falhadas.

Caso não obtenha resposta em tempo útil, reservo-me o direito de apresentar queixa junto das entidades reguladoras competentes.

I've attached the screenshots of everything.

Envio em anexo os prints de tudo.

Thanks for your explanation and for providing evidence.

There seems to be a bonus active on your account, according to the screenshots you submitted.

• If the issue persists, I would recommend you inquire about the possibility that the active bonus is hindering your ability to withdraw winnings. If the bonus was activated after you achieved your win, it should be possible to cancel it.
• If you won't be able to resolve the issue with support, kindly supply your interaction with casino support discussing the problem to me for review.

My email is tomas@casino.guru

Looking forward to your reply

Dear andrenene1512,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru