Andromeda Casino - El jugador no puede retirar ganancias.

Hello,

I received free spins through a sign-up bonus and won € 6.20 with them. I increased this amount a little further, thus fulfilling the wagering requirements and depositing an additional € 30 (without bonus).

In the end, I requested a withdrawal of € 1000. A week later, the news came that my withdrawal had been filed. (Violation of the T & C's).

When asked what the problem is, I was told in the chat that this special bonus and all amounts won from it are not withdrawable. However, you can not read this anywhere and the support could not answer me where this should be.

I have read the terms and conditions (T&C) carefully and could not find any indication that the amounts involved are "non-payable" or that they even exist.

The casino is not ready to pay. Not a dime. You don't get any further with the support staff, only the same answers that do not answer any questions. In my opinion, this is the purest mess!

Hallo,

ich habe durch einen sign-up Bonus freispiele erhalten und 6,20€ damit gewonnen. Diesen Betrag habe ich etwas weiter hochgespielt, somit die Umsatzbedingungen erfüllt und zusätzlich noch 30€ (Ohne Bonus) eingezahlt.

letztendlich habe ich eine Auszahlung in Höhe von 1000€ beantragt. Eine Woche später kam die Nachricht, dass meine Auszahlung abgelegt wurde. (Violation of the T&C‘s).

Auf Nachfrage wo denn das Problem liegt, sagte man mir im Chat, dass dieser spezielle Bonus und alle daraus gewonnenen Beträge nicht auszahlbar sind. Nachlesen kann man dies allerdings nirgends und auch der Support konnte mir nicht beantworten wo dies stehen sollte.

Ich habe mir die AGB (T&C) sorgfältig durchgelesen und konnte keinen Anhaltspunkt dafür finden, dass es sich um „nicht auszahlbare" Beträge handelt bzw. das es diese überhaupt gibt.

Das Casino ist nicht bereit zu zahlen. Nicht einen Cent. Bei dem Support-Mitarbeiter kommt man auch nicht weiter, ständig nur die gleichen Antworten die keinerlei Fragen beantworten. Meiner Meinung nach ist das die reinste Verarschung!

Dear mokimok,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Is there any other communication between you and the casino that could help us support this case?

If yes, could you please send me everything that hasn’t been included in the attachments, so we can gather as much information as possible? My email address is kristina.s@casino.guru. I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

The email has been sent. If you need any further information, please let me know.

Thank you for your support and

With best regards

Julian S ***

E-Mail ist abgeschickt. Sollten Sie noch weitere Informationen benötigen lassen Sie es mich bitte wissen.

Vielen Dank für Ihre Unterstützung und

mit freundlichen Grüßen

Julian S***

Thank you very much mokimok for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello mokimok,

I'm Nick and I'll be assisting you from now on in your issue. I will now try to contact the casino and let them know about your issue.

We are currently waiting for the casino to respond to us as we successfuly contacted them. We will provide an update regarding the case as soon as possible.

Dear mokimok,

We have been informed by the casino that the bonus was initialy non-cashable and the mistake was made by the aff. site which promoted the bonus. However in this specific case we think that you should receive your 100€ winnings based on the casino's current terms and conditions as there was nowhere mentioned that the bonus is non cashable.

Dear mokimok,

Based on their terms and conditions, the maximum amount you can win from a free spins or cash bonus is 100€ so it should be capped at that amount. We have to wait now for the casino weather they are willing to pay you out or not.

Dear mokimok,

We have received an information from the casino that they will handle the case by finding a solution to make up this mistake by the affiliate providing the bonus. Could you please advise if they contacted you or offered some kind of compensation? Looking forward to your answer.

Hi there,

no unfortunately no one has contacted me so far to offer me compensation.

Thank you and

With best regards

Julian S *****

Hallo,

nein leider hat sich bis jetzt niemand bei mir gemeldet um mir eine Entschädigung anzubieten.

vielen Dank und

mit freundlichen Grüßen

Julian S*****

I'll try to find out where might the issue be. Unfortunately we haven't received any concrete information about how should it be compensated. Will post and update as soon as we will know more.

Have you already found something out?

best regards

Haben Sie schon etwas herausfinden können?

freundliche Grüße

Not yet, we are now trying to find out when it will happen or what will be the compensation for it. As we find this case in your favour, we will be not closing the complaint until you get the bonus you should have received or some kind of compensation for it.

Based on what the casino representative said, you should have received your compensation - he did not specify in what way. Could you please advise if you have received any free money or free spins?

Unfortunately, the dealing with the casino is very slow and if they failed to provide the compensation we will be closing the complaint as unresolved which will then may negatively affect the casino's rating. Please let us know as soon as possible.

Hi there,

Unfortunately, I did not receive any compensation.

No money, no free spins and no free money either.

regards

Hallo,

ich habe leider keine Entschädigung bekommen.

Kein Geld, keine Freispiele und auch kein Freigeld.

Freundliche Grüße

Hello mokimok,

The casino claimed that they have sent you a compensation already but couldn't say it for sure. Based on that we will be unfortunately forced to close the complaint as unresolved as it takes too long for the casino to solve it or even to communicate with them. They can however reopen the complaint anytime when they are wish to resolve it already. Based on that the complaint may negatively affect the casino's rating. I'm sorry that we could not help you out more but as the communication with the casino is very slow there isn't much we can do.

Regards,

Nick

Casino.guru

The complaint was reopen on the casino's request.

Dear mokimok,

The casino has contacted us that you have received a financial compensation for the bonus. Could you please confirm that the money has arrived?

Dear mokimok,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

The complaint will be now rejected for the above mentioned reason.