The player from Germany faced repeated account verification issues with Admiralbet after her account was blocked. Despite submitting additional documents, including a selfie that met their requests, her verification continued to be rejected with vague reasons. She felt frustrated and believed she was being treated unfairly. The issue was resolved as the casino eventually processed her payout after further communication and document submission, leading to the withdrawal of her winnings.
AdmiralBet Casino DE - Player's account is blocked and withdrawals delayed.
Resolved
Our verdict
Case closed
Amount: €580
AdmiralBet Casino DE
Safety Index:HighCase summary
Discussion
Public
Public
7 months ago
Translation
Admiralbet surprisingly blocked my account and, as part of the verification of my first withdrawal of 580 euros, requested documents (ID, selfie + ID, proof of address) via email for verification, even though the account was already automatically verified.
So I sent the required documents additionally by email to
Surprisingly, I received a response stating that one document was not fully displayed and therefore the verification was rejected. Although everything was clearly visible, I took more photos of the documents and sent them by email.
And the same rejection came again. And a third, far-fetched rejection for the same reason.
When I asked again specifically which picture was not okay and why, I was told that my hand should also be visible in the selfie.
So I sent a new selfie with my entire hand visible. I haven't heard anything from Admiralbet.de since.
I feel seriously ripped off and honestly don't know what to do anymore. I always thought this kind of fraud couldn't happen at German casinos.
greeting
Rosi
Automatic translation:
Public
Public
7 months ago
Dear Spreewaldgurke,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you've encountered with your account.
To help us better understand your situation and to proceed with your case, could you please provide answers to the following questions:
- When was the last time you submitted a document for verification to the casino?
- Is your selfie the only document that has not yet been approved and verified?
- Have you received any confirmation emails after submitting your documents?
- When was the last time the casino communicated with you regarding the verification of your account?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Veronika
Public
Public
7 months ago
Translation
Dear Veronika,
Thanks for your support. Here are the answers to the four questions:
1.) I had sent emails daily. Most recently, on April 14, an email from me was forwarded to the responsible department at Admiralbet.de, and the last missing document was "uploaded" (by casino support).
2.) I assume so! After repeated inquiries, Admiralbet.de only informed me of defects in my selfie. Therefore, I took a new selfie with my whole hand and sent it to Admiralbet.de. No other pictures have been criticized so far.
3.) Yes, I did. I also received confirmation that my document had been forwarded to the relevant department for verification.
4.) Yesterday I received the same standard response in the chat that I would be automatically informed by email as soon as the verification was complete.
Many thanks and greetings
Rosi
Automatic translation:
Public
Public
7 months ago
Translation
The casino paid out! Thank you very much anyway!
Automatic translation:
Public
Public
7 months ago
Dear Spreewaldgurke,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
