Admiral Shark Casino - The player's account got closed.

They have taken winnings from my account. I had two accounts one that I could not access as the email was closed I opened a new account and asked them to close my old account I then had winnings.

they claim I was in breech of my terms and conditions and that’s why my winnings were removed

Hello Lisa,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Admiral Shark Casino. Please allow me to ask you a few more question before we would move forward.

When was your first account created and closed? Did you contact the casino if you can create a new account before you did? Did the casino return any of your deposits?

Please note that it is strictly against the rules to create multiple accounts unless the casino allows it. If you did not contact them then there is a very small chance that we would be able to do anything to help you.

Also please send any additional relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

I’m not sure when the first account was created it possibly in the last two years and not accessed for a long time. I didn’t contact the casino straight away but did when I recognised the last digit of my mobile was in correct. I then realised through them that I had another account and I asked them to close this.

I have evidence of the account closure.

They have argued that because my deposit was made prior to notifying them to close the account that my winnings cannot be accepted and they removed them from my account and returned the £100 I initially deposited. They said at this time I still had two accounts open despite them telling me it had been closed. I will forward some emails to you

Hello Lisa,

Just to be sure in some details, did you have 2 or 3 accounts in total? Did you have any balance or bonus active on your fist account created? Did you use a bonus on this new account?

Hi I had two accounts in total and as far as I’m aware zero balance in the account I closed. No active bonus or bonus money was used on the account I won the money on

Hello Lisa,

The closed account balance should not be important anyway. Could you please advise what balance did you have on your new account and if it was all real money?

I still however believe that once they closed your account and returned your deposit, there is very small chance to continue this case as the casino's decision seems final.

Hi I had £2000 real cash on the account. They credited £100 back to my account for the original deposit made before I won the other money.

Hello Lisa,

As I mentioned above, if the casino sent you back your deposit, there is nothing else we are able to do. If you have breached the terms there is very small or no chance to receive your winnings. We will be now forced to close the complaint as the casino did everything by it's terms.

I'm sorry that we could not help you more feel free to contact us if you will come across any other trouble again in the future.

Regards,

Nick