The player from the United Kingdom had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings hadn't been received yet. After the player's complaint, the casino processed his withdrawal and he received the money. However, following the transaction, the casino closed his account. The Complaints Team confirmed that they couldn't penalize the casino for closing the player's account as long as no balance had been withheld. The complaint was then marked as resolved.
Admiral Casino - Player’s withdrawal has been delayed.
Amount: £210
Admiral Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Account appeared verified, signed up a few weeks ago and have made several deposits. Made a withdrawal on 25/04/24 but upon withdrawal I was informed they needed more information. I have given them photos of driving licence, passport, selfie holding passport, utility bill, bank card, bank statement Showing the transactions deposited from that account to themselves. I went through to live chat to check that the bank statement was all ok for them confirmed by live chat Nina it looked fine, but now account is inaccessible. Appears very suspicious that everything they have asked for I have given and live chat are able to physically access these documents and confirm all looks good, but verification is indefinitely delayed.
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6 months ago
Dear Hontee,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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6 months ago
Yes thank you received withdrawal and then my account was closed?? Very bizarre and I feel had I not of complained and reached out I believe they would of tried to delay even more.
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6 months ago
Dear Hontee,
Unfortunately, as long as no balance has been withheld, we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Since you've received your winnings. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
