Bet Andreas Casino - El jugador tiene dificultades para completar el procedimiento KYC.

Hello. I am unable to complete the KYC procedure at this casino. I work as a firefighter (rescuer), and the video conference time was always offered during my working hours. I chose an approximate time, hoping there wouldn’t be any emergency calls. However, both times I was unable to participate because of work commitments (emergency calls, training). I informed the casino about this, but the response I received was that a repeat call would not be scheduled. I have already provided all the requested data. The casino has not communicated its decision regarding the KYC procedure. I am willing to attend a video conference outside of working hours or provide any documents that would satisfy the casino without a video call.

Здравствуйте. Я не могу пройти процедуру KYC в этом казино. Я работаю пожарным (спасателем), а время видеоконференции мне предлагалось каждый раз в рабочее время. Я выбирал примерное время, так как надеялся, что не будет срочных выездов. Но оба раза я не смог принять участие из-за занятости по работе (выезды, тренировки). Я сообщил об этом казино, но получил ответ, что повторный звонок не будет назначен. Ранее все запрошенные данные предоставил. Своё решение по процедуре KYC казино не сообщает. Я готов пройти видеоконференцию, но в нерабочее время. Либо предоставить какие-то документы, которые устроят казино без видеосвязи.

Dear Kir2200,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify if your identity documents were approved by the casino? Which documents have you provided and when exactly did you submit the last one?

Has the casino specified what information needs to be confirmed via video call?

Could you please specify what games you played? Were they slots, live casino games, or did you participate in sports betting?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good afternoon On 03/19/2024 I sent all the requested documents, and on 03/20/2024 I received a letter from the casino that my data had been verified.

Video verification was scheduled to complete the identification procedure.

I played slots and bet on sports.

If you have any other questions, I will be happy to answer them.

Добрый день! 19.03.2024 я отправил все запрошенные документы, а 20.03.2024 я получил письмо от казино, что мои данные проверены.

Видеоверификация была назначена для завершения процедуры идентификации.

Я играл в слоты и делал ставки на спорт.

Если есть ещё вопросы, то с радостью на них отвечу.

When was the last time you communicated with the casino? Have you not been able to schedule a verification call since March?

I was scheduled for two calls, but I was unable to attend both. The second call was supposed to take place on 05/04/2024, I was forced to miss it. On 05/07/2024, I wrote to the casino and asked to schedule a call at another time, to which I received an answer that a repeat call would not take place, I needed to wait for a decision on the account. On 05/31/2024, I again wrote a letter asking when to expect a decision, to which I received an answer on the same day that a video call would not be scheduled for me, the decision would be made without a video conference. At the same time, the casino cannot say the exact dates, as they directly wrote in the letter.

Мне было назначено два звонка, но я не смог присутствовать на обоих . Второй звонок должен был состояться 04.05.2024, я был вынужден его пропустить. 07.05.2024 я написал казино и попросил назначить звонок на другое время, на что получил ответ, что повторный звонок не состоится, необходимо ожидать решение по аккаунту. 31.05.2024 я повторно написал письмо с вопросом, когда ждать решения, на что получил ответ в этот же день, что видеозвонок мне назначен не будет, решение будет вынесено без видеоконференции. При этом точных сроков казино сказать не может, о чем прямо написали в письме

Thank you very much, Kir2200, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Kir2200,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I can understand that it is difficult for you to attend the scheduled calls, but it is expected that the players will arrange a time that suits them, and they should make any effort to attend the scheduled video call, especially when it's concerning their winnings. Perhaps taking a half day off could have been one of the options how to make sure you are available for the verification call.

I will contact the casino to see if I can help.

We would like to invite Bet Andreas Casino to join the conversation.

Dear Bet Andreas Casino,

I understand that the player missed the scheduled verification calls on two occasions; however, it seems they had valid reasons for this. Would it be possible to make one last attempt to allow the player to complete the video verification at a specific time? This would demonstrate your commitment to user friendliness and customer satisfaction.

Hello, Dear Kir2200!

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

We have forwarded your request to the security department and received a reply that your game account was unfrozen on 17.06.2024 according to the results of the KYC. Please confirm that your complaint has been resolved.

Have a nice day!

Best regards, BetAndreas.

Hello! It seems like a dream, but it's true! My account was unfrozen, I made a withdrawal request and have already received my money! I sincerely thank casinoguru for your help! I am grateful to betandreas for showing loyalty to their client. The problem has been resolved and the complaint can be closed!

Привет! Это похоже на сон, но это правда! Мой аккаунт разморожен, я сделал запрос на вывод средств и уже получил свои деньги! Искренне благодарю casinoguru за помощь! Я признателен betandreas за проявленную лояльность к своему клиенту. Проблема решена и жалоба может быть закрыта!

Great news, Kir2200. I'm glad to hear that the situation has been clarified and you successfully received your winnings.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru