Bet Andreas Casino - El jugador está preocupado por la verificación de retiro.

It's been completely difficult to withdraw the money, I've made 3 successful withdrawals previously, now they're asking for a photo of the cc plus a selfie holding the cc on skype in order to withdraw a large amount, is this a scam?

Está a ser completamente difícil fazer o levantamento do dinheiro, anteriormente fiz 3 levantamentos com sucesso, agora pedem foto do cc mais selfie a segurar o cc chamada skype para poder levantar uma grande quantia, será scam?

Dear simaoraquel29,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Could you please specify if you played with a bonus or your real money?
• When were you asked to provide the documents?
• Have you provided them as soon as possible and in the correct format? 

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

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good morning, I played with real money

I was asked for the documents yesterday, when I had already verified the account before the first withdrawals, yes I provided them by email as requested, but the strange thing is that I was able to withdraw before and now I am always being "refused"

Bom dia, joguei com dinheiro real

foi me solicitado ontem os documentos, quando já tinha verificado a conta antes dos primeiros levantamentos, sim forneci por email como me foi pedido, mas o estranho é ter conseguido levantar antes e agora estar sempre a ser "recusado"

Good afternoon, I still can't make the withdrawal, they told me to wait, that is, they returned the money to the account, so I bet again and won the amount of 33.000 and they are still refusing to withdraw the same amount, I sent the documents on the 2nd (citizen card bank statement photo, all the documents requested) they told me that the problem was being dealt with by the specialists and that between 12/24 hours they would give me an answer, so far without such an answer, it makes me think that this casino is scam, they tell me when I talk to the chat to try to withdraw, I make more than 15 requests a day and not a single request has been approved for withdrawal, dear players who read this post, my experience with this casino is always very "negative" and until I manage to withdraw my won funds I do not advise anyone to bet on it,

i await a response from casino guru and betandreas in order to understand whether or not i can withdraw my funds so as not to get my hopes up.

Boa tarde, continuo sem conseguiu fazer o levantamento, disseram para aguardar ou seja devolveram o dinheiro a conta, com isso voltei a apostar e ganhei o montante de 33.000€ e ainda estão a recusar o levantamento do mesmo valor, enviei os documentos no dia 2 (cartão de cidadão extrato bancário fotografia, todos os documentos pedidos) disseram me que o problema estava a ser tratado pelo os especialistas e que entre a 12/24 horas dava me uma resposta, até ao momento sem tal resposta, leva me a querer que este casino é scam, dizem me quando falo com o chat para ir tentando levantar, faço mais de 15 pedidos por dia e não houve um único pedido aprovado para levantamento, caros jogadores que leiam este post, a minha experiência com este casino está a sempre bastante "negativa" e até ao momento de conseguir levantar os meus fundos ganhos não aconselho ninguém a apostar no mesmo,

aguardo resposta do casino guru e da betandreas ao fim de entender se eu posso ou não levantar os meus fundos para não criar esperanças

Thank you for your reply, simaoraquel29.

Do I understand correctly that your documents are under review at the moment? From our experience, your withdrawal requests may be cancelled because of the unfinished KYC, so you should wait until your verification is complete before placing new withdrawal requests.

Can you please advise which payment method to withdraw your winnings you have opted for? Was it the same one you used before for your successful withdrawals? 

Could you please send all the relevant communication between you and the casino to my email at natalia.b@casino.guru?

Thank you in advance.

Good evening, the documents are validated by the same, I sent the documents as requested, at the moment I have a balance of € 25,000, I can send a print if necessary, where I tried to withdraw the amount in parts debts of € 3,000 until reaching the amount, because the method used to withdraw (bank transfer EUR from betandreas) has this limit of value, where all were rejected, I contacted the support, and I was told the following information, that they would open a process from the moment of my contact that would take between 12 to 24 hours

maximum to understand what was going on, this on 03/05/2025,

"Your request is still in progress. Unfortunately, we cannot provide specific deadlines for its resolution. Your case is unique and requires a more detailed study, which goes beyond our company's standard procedures. We understand your desire to receive a response as soon as possible and we are making every effort to achieve this."

"At this time, your request is still being analyzed. In some cases, additional time is required from our specialists to resolve issues fully and accurately. They have probably contacted the payment processor for more information. We ask for your patience and apologize for any inconvenience caused."

Like everything, I had a successful withdrawal of €900 on 29/04/2025, since I've had this amount I can't make it, they all go from "awaiting processing" to "rejected", without wanting to offend I think the casino is not being correct and faithful to the players, and I'm hoping that everything will be resolved soon and I'll be able to withdraw my winnings

to add, the support, in addition to the documents initially requested, asked me for a photo and selfie of my bank card to cover up the data, I don't think that's appropriate

P.S - will I ever be able to withdraw my winnings?

I look forward to hearing from you

thank you

Boa noite, os documentos estão validados pelo o mesmo, enviei os documentos como pedido, de momento estou com um saldo de 25.000€, poderei enviar print se for necessário, onde tentei fazer o levantamento do valor em partes dívidas de 3.000€ até atingir o valor, pois o método usado para levantar (transferência bancária EUR do betandreas) tem esse limite de valor, onde todas foram rejeitadas, entrei em contacto com o suporte, e foi me dito a seguinte informação, que abririam um processo desde o momento do meu contacto que demoraria entre 12 a 24 horas

no máximo para entender o que se estava a passar, isto no dia 03/05/2025,

"Sua solicitação ainda está em andamento. Infelizmente, não podemos fornecer prazos específicos para sua resolução. Seu caso é único e requer um estudo mais detalhado, que vai além dos procedimentos padrão da nossa empresa. Compreendemos o seu desejo de receber uma resposta o mais rápido possível e estamos fazendo todos os esforços para conseguir isso."

"Neste momento, sua solicitação continua sendo analisada. Em alguns casos, é necessário tempo adicional de nossos especialistas para resolver problemas de forma completa e precisa. Eles provavelmente contataram o processador de pagamentos para obter mais informações. Pedimos sua paciência e pedimos desculpas por qualquer inconveniente causado."

Como tudo, eu no dia 29/04/2025, obtive um levantamento de 900€ feito por mim e com sucesso, desde que estou com este valor não consigo fazer, passam todos de "aguardar processamento" para "rejeitado", sem querer ofender acho que o casino não está a ser correto e fiel aos jogadores, e eu estou com a esperança que fique logo tudo resolvido e consiga fazer o levantamento dos meus ganhos

para acrescentar, o suporte para além dos documentos pedidos inicialmente, foi me pedido fotografia e selfie do meu cartao bancário a tapar os dados, penso que isso não seja apropriado

P.S - será que algum dia irei conseguir levantar os meus ganhos?

aguardo resposta

obrigado

Sorry to open too many "texts", is it possible to call the casino to talk so that both you and I can get an answer and the casino can find a solution to my "complaint", I just want everything to be fine right away

regards

Desculpe abrir demasiados "textos" será possível chamar o casino a conversa para ambos, eu e você, obtermos resposta e o casino arranjar solução para a minha "reclamação", só quero que fique logo tudo bem

cumprimentos

Dear simaoraquel29, thank you for your reply. I'd appreciate it if you could forward me your communication with the casino at my email natalia.b@casino.guru. So far, I haven't received anything from you.

Can you please specify if you provided the casino with the requested document (a photo and selfie of your bank card with covered up data)?

Good afternoon, I've already emailed you everything, and you'll also find the answer to your question in the email,

I just want this situation resolved....

Boa tarde já lhe enviei por email tudo, também por email tem a resposta relativa a sua pergunta,

Só quero esta situação resolvida….

Dear simaoraquel29, thank you for your emails. I have noticed that in one of the latest emails to you, the casino asked you to provide the utility bill or a municipality bill from the last 3 months or another similar document to confirm your residential address. Have you provided this to the casino upon their request, too?

Good morning

Bom dia sim forneci

Good morning casino guru

yes i have provided these documents, i don't understand the delay in being able to withdraw my winnings... this casino is leaving something to be desired...

Bom dia casino guru

sim forneci mais esses documentos, não entendo é a demora para poder levantar os meus ganhos… está a deixar um pouco a desejar este casino…

Good afternoon can you call the casino for this "discussion"? They won't let me make withdrawals, they simply don't want to pay, I came to this conclusion 1 week before making withdrawals, after that and if I manage to make withdrawals, I will never play in this casino "BetAndreas" again and from my experience I don't advise anyone to play in the casino, they don't want to let you make withdrawals and the service is horrible, now play whoever you want!

Boa tarde poderá chamar o casino para esta "discussão"? Eles não me deixam fazer levantamentos simplesmente não querem pagar na cheguei a essa conclusão a 1 semana para fazer os levantamentos, após e se eu conseguir fazer os levantamentos nunca mas nunca mais jogo neste casino "BetAndreas" e pela a minha experiência não aconselho ninguém a jogar no casino, não querem deixar fazer levantamentos e o atendimento é horrível, agora joga quem quiser.!

Thank you very much, simaoraquel29, for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear simaoraquel29,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Bet Andreas Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello, Dear simaoraquel29 and Casino Guru!

We’re sorry you had a negative impression. At the same time, we act strictly within the established rules. 

In order to withdraw funds from your account, you need to go through a verification (KYC) procedure.

We have checked that yesterday our colleagues from id@betandreas.com have requested from you (in accordance with rule 3.7) a document confirming that you are the owner of the phone number in question.

You should send all the data in one letter in response to their message.

As soon as the full verification of your account is completed you will receive a notification to your contact e-mail address.

Have a nice day!

Best wishes, BetAndreas

How can they ask me for a document to verify that it is my number if I had to "confirm" with a code that I received by "call" my number on your site when I verified the number and email as soon as I created an account at your casino, 2 days ago I managed to make a withdrawal of 1006€ and it was successfully paid and now they refuse me and I spend at least 10 hours waiting for processing to refuse? They simply don't want to pay me, or they don't have the money to pay me... I sent you proof by email that it was my number which is Portuguese and from the vodafone operator

Como me pedem um documento para verificar se e o meu nunero se eu tive de "confirmar" com um codigo que recebi por "chamada" o meu numero no vosso site quando fiz a verificacao do numero e email mal criei conta no vosso casino, a 2 dias consegui fazer 1 levantamento de 1006€ e foi pago com sucesso e agora recusam me e fico pelo menos 10 horas a aguardar processamento para recusar? Simplesmente não me querem pagar, ou não tem dinheiro para pagar… enviei por email comprovativos que era o meu número que é português e da operadora vodafone

Dear Bet Andreas Casino representative,

could you please specify the steps that a player should follow in order to pass the KYC? Is there anything that you´re missing or incorrect from the player´s side?

We always strive to help you and make sense of your situation. 

For further verification we are waiting from you, simaoraquel29, a document confirming the fact of ownership of the specified phone number.

You may submit the following documents of your choice:

1. An official bill from a cell phone carrier (Mobile Phone Bill)

Must contain:

Customer's first and last name.

Phone number to be verified.

Date of issue (preferably within the last 3 months).

The logo or name of the operator (e.g. MEO, Vodafone PT, NOS).

2. A screenshot from the operator's personal account (Account Statement)

Should display:

Owner's name.

Phone number.

Name of the operator.

Preferably, the URL or name of the application/site should be visible.

3. Contract Agreement with the service provider (Contract Agreement)

4. Proof of Ownership Letter

Some operators provide official proof of ownership of the number.

Please provide the document to id@betandreas.com.

Best regards, BetAndreas.

Hi sorry for the delay, BetAndreas you just don't want to pay I already made a withdrawal of 2000€ I only have 7000€ in my account and you always refuse me not even the processed part... I have email and mobile verified in my casino account I sent everything that was asked of me just pay the players winnings

Boas desculpem o atraso, BetAndreas vocês simplesmente não querem pagar já fiz um levantamento de 2000€ já só tenho 7000€ na conta e recusam me sempre nem chega a parte do processado… eu tenho email e telemóvel verificado na minha conta do casino enviei tudo o que me foi pedido simplesmente paguem os ganhos dos jogadores

I managed to withdraw another €500 and now there's €6000 to go, 2 of €3000 or in smaller parts and they refuse them all.... Or they take days to "await processing"......

Consegui levantar mais 500€ e agora faltam 6000€, 2 de 3000€ ou em menores partes e recusam todas…. Ou demoram dias a "aguardar processamento"……

Thank you for waiting.

We have received information that the client has passed the KYC procedure. Disbursements will be given within the prescribed limit of $1000 per day / $3000 per week / $10000 per month.

Best regards, BetAndreas.

and if I have 10,000, will it take me a month to withdraw it?

e se eu tenho 10.000 vou demorar 1 mês para poder fazer o saque?

Continuation of my reply,

all my withdrawal requests up to 10,000, whether by Visa, Mastercard, S€PA Bank transfers, are all refused,

when I joined this site I made 2 transfers on the same day 1 of 900 and another of 450, that is to say they passed the 1000€, you both in VISA, Mastercard and S€PA bank transfers give the user (bettor) a maximum withdrawal limit per transfer of 3000€, 3000 US dollars whatever and now they say that per day it is only possible to withdraw that, that is to say if each day I withdraw 3000€ only on the 4th day I make my total withdrawal I won another good prize and I have 10.I can make several withdrawal requests and so far ALL OF THEM ARE BEING REFUSED, but don't worry I'm not going to gamble a penny of the money I've won and I'm going to do everything I can together with CASINOGURU to make my withdrawals.

Continuação da minha resposta,

todos os meus pedidos de levantamento até 10.000, seja por Visa, Mastercard, S€PA Transferências bancárias, são todas recusadas,

já fiz quando entrei neste site 2 transferências no mesmo dia 1 de 900 e outra de 450 ou seja passaram os 1000€, vocês tanto no VISA, Mastercard e S€PA transferências bancárias dão ao utilizador (apostador) um limite de máximo de levantamento por transferência de 3000€, 3000 dólares americanos o que seja e agora dizem que por dia só é possível levantar isso, ou seja se em cada dia levantar 3000€ só no 4 dia faço o meu levantamento total ganhei outro prémio bom e estou com 10.000€ certos na conta, já que o processo foi concluído deixem levantar tudo, posso eu posso fazer vários pedidos de levantamento e até agora TODOS ESTÃO A SER RECUSADOS, mas não se preocupem eu não vou apostar 1 cêntimo do dinheiro que ganhei e irei de fazer de tudo em conjunto com o CASINOGURU para fazer os meus levantamentos

Dear simaoraquel29,

what is the current pending balance?

Good morning, €10,000

Bom dia, 10,000€

Dear simaoraquel29,

thank you for a reply. Please keep us updated when you receive more funds.

I've already made the withdrawal requests, let's see how long it takes to withdraw everything

Já tenho os pedidos de saque feitos vamos ver quanto tempo até retirar tudo

We see that you have successfully withdrawn funds. Please note the set limits: $1000 per day / $3000 per week / $10000 per month.

Have a nice day, your BetAndreas.

I've only managed to get 2,000 euros out of the 10,000 euros, I'm taking out 1000 euros a day 😉 There's still 8,000 euros to go

Consegui dos 10mil euros só 2 mil euros, estou a tirar 1000€ por dia 😉 Ainda faltam 8000€

Dear simaoraquel29,

thank you for the update. Please keep us informed when you receive another funds.

Good morning, I still haven't managed to do any more surveys, dear casino BetAndreas, is it possible for me to do the total survey by "parts" on the same day if it were possible, I would appreciate it, and I would have "another" image of you and we would finalize this question that I thank casinoguru in advance for helping me, I await a response

Boas ainda sem conseguir fazer mais levantamento, caro casino BetAndreas será possível eu fazer o levamento total por "partes" no mesmo dia se fosse possível agradecia, e teria "outra" imagem vossa e finalizávamos esta questão que agradeço desde já ao casinoguru de me estar a ajudar, aguardo resposta

Good morning casino guru and BetAndreas, update on the process, I managed to withdraw another 1000€ today, but I won a prize and I have a balance of 18,000€, casino guru is it possible to "ask" casino bet Andreia to withdraw 3000€ daily? For example 1 withdrawal via bank transfer, another via VISA...if not it will take me 2 months to withdraw the balance...

I await your reply,

Bom dia casino guru e BetAndreas, atualização do processo, consegui hoje levantar mais 1000€, mas ganhei um prémio estou com o saldo de 18.000€, casino guru é possível "pedir" ao casino bet Andreia para fazer o levantamento de 3000€ diários? Por exemplo 1 levantamento via transferência bancária, outro via VISA..se não vou demorar 2 meses para retirar o saldo…

aguardo resposta,

Dear Bet Andreas Casino representative,

as mentioned in above response from the player, can the daily limit be increased?

Good casino guru and BetAndreas casino, when can you give an answer?

In the meantime I already have €14,000 and today I made a new withdrawal request for €1,000, I have been able to withdraw every day, I will give you more feedback, I await a response

Boas casino guru e BetAndreas casino, quando conseguem dar uma resposta??

Entretanto ja me encontro com 14.000€ e fiz hoje um novo pedido de levantamento de 1000€, tenho conseguido levantar todos os dias, vou dando mais feedback, aguardo resposta

Dear simaoraquel29,

thank you for the update. I´m glad that you received most of your funds. What is the current pending balance?

Dear simaoraquel29,

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.

Dear simaoraquel29,

is there any development? Have you received more funds from the casino?

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.