The player from Italy had requested account closure due to inactivity and attempted to withdraw his remaining balance of 1500€, but the casino had not responded to his requests. His account had been verified and the money represented deposits not yet played. The player had not had any significant gaming activity after the deposit. The casino later suspended his account and had stopped all communication. We had tried to contact the casino but received no response. The complaint had been marked as 'unresolved' due to the lack of cooperation from the casino. We had recommended the player to contact the Agenzia delle Dogane e dei Monopoli Gaming Authority for further assistance.
AdmiralBet Casino IT - Player's requests are ignored by casino.
Black points: 417
Amount: €1,500
AdmiralBet Casino IT
Safety Index:HighSafety Index
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8.6
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Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
6 months ago
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7 months ago
Translation
Good day, I request for the closure of my account due to inactivity and payment of my remaining balance from the beginning of the year at the casino, but it completely ignores me and doesn't even respond to my requests
Automatic translation:
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7 months ago
Dear alfinolino7,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long you were a player of the casino and when was your last activity on the website?
- Is your casino account verified?
- Could you please share a screenshot of your last activity recorded on the website, with the link to the website visible?
- Does 1500€ represent your winnings in the casino?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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7 months ago
Translation
my account is verified, I have no email communications other than "your account has been verified you can now withdraw and deposit"
1500 euros are actually deposits not yet played, the rest I could withdraw I took
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7 months ago
Thanks for your reply.
Could you please share a screenshot of your last activity recorded on the website, with the link to the website visible?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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7 months ago
Have you contacted casino support regarding the issue? With what result?
Could you please advise why you deposited in the casino, if there was no gameplay activity?
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7 months ago
Translation
Excuse me in what way? the casino as I say since opening the complaint is completely ignoring me, I deposited because I wanted to play but then I changed my mind not finding myself comfortable on the site and I decided to close the account, what would be the problem?
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7 months ago
I am sorry but if you deposited without sufficient gaming activity, the casino might not process your funds.
Online casinos might process refunds within a specified period, or deposits that were turned over sufficiently.
Please let me know if you believe your activity with the most recent deposit was sufficient warranting a payout.
I'll await your reply.
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7 months ago
Translation
the casino replied to me after weeks for the umpteenth time:
Dear alfione997,
we have handled your request. Below you will find the response from Customer Service:
SUBJECT: account closure request
SOLUTION:
You were asked for the detailed justification for the decision to close your gaming account before proceeding with the request
Your Customer Service is available for any need!
They continue to want motivation even if it has already been given to them, I'm trying to stop playing but they are instigating me to play, I'm speechless
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7 months ago
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the casino suspended my account now I can't even log in, I asked for explanations but they don't answer and the live chat doesn't work
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7 months ago
Thank you very much, alfinolino7, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
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7 months ago
Hello alfinolino7,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite an AdmiralBet Casino IT representative to join this conversation and participate in resolving this complaint.
Dear AdmiralBet Casino IT,
Could you comment on this?
Thank you in advance for providing the information.
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7 months ago
We would like to ask the 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 may negatively affect its rating.
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6 months ago
I have tried to contact the casino but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli Gaming Authority (Giochi.reclami.online@aams.it) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Stefan, Casino.Guru
