Admiral Shark Casino - Player is asking for a deposit refund.

I created an account with admiral shark casino and deposited a small amount of £10. I only ever deposit that amount I made a further deposit of which should of again been £10 and it ended up being £469 how that has happend I have absolutely no idea I'm so upset. When the deposit happend I immediately contacted customer support I was in a state of panic this is a lot of money to me. I explained this shouldn't of happend. Customer service reasured me this would be dealt with and requested a refund. Payments team contacted me and put me through verification I sent my documents and they have refused my driving licence as Id they only accept passports. I havant got a passport so now my own money is sat in there account instead of my own. I'm so upset there not willing to help me and they have closed my account. This shouldn't of happend I don't know how it has.

Dear samantha ,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please confirm that your deposited amount has stayed untouched?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

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

Best regards,

Kristina

Hi Kristina the deposit is untouched as I desperately wanted it to be refunded back to me.

Thank you very much samantha for your reply and emails. I will now transfer your complaint to my colleague Martin 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.

Thank you Kristina

Hello Samantha!

I will try my best to help you with your issue. I would like to invite representatives of Admiral Shark Casino into this conversation in order to help us resolve the situation.

We would like to ask Admiral Shark Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Thank you Martin I'm just gutted this has been allowed to happen it was a mistake and still don't understand how that amount was deposited. My money is just sitting in there account which I really could do with back in my bank. My drivince license should be enough for photo Id I shouldn't have to apply for a passport for my own money. Soon as this happend I desperately tryed to get the casino to pay it back they had absolutely no intention of helping me and have just made it difficult.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I understand that this kind of resolution is not satisfactory for you, however according to our latest information, this casino does not operate any license, so we are not able to even use the option to raise the complaint to the licensing authority.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.