AdmiralBet Casino IT - A conta do jogador foi encerrada e os fundos estão retidos.

Good morning, I tried to open an account on admiral.it to play poker. They rejected my ID for no reason after making me deposit €255, which I was never able to use or withdraw. Now they're not allowing me to log in, claiming the account isn't verified. Thank you, it isn't verified.

As of today, I am unable to contact them because they stopped communicating with me via email after asking for my tax code.

I hope you can help me, I don't want to play on this site anymore, I just want to get my deposit back and then never have to deal with these people again.

I hope in you.

Thanks in advance.

Buongiorno, ho tentato di aprire un account su admiral.it per giocare il poker. Non hanno accetto il mio documento senza motivazioni dopo avermi fatto depositare 255€ che non ho mai potuto utilizzare, ne prelevare. Ora non mi consentono il log in, asserendo che il conto non è verificato, eh grazie che non è verificato.

Ad oggi sono impossibilitato a contattarli in quanto via email, dopo avermi chiesto il codice fiscale hanno interroto la comunicazione.

Spero che siate in grado di aiutarmi, io non voglio piu giocare su questo sito, voglio solo riprendere il mio deposito e poi non avere piu a che fare con queste persone.

Spero in voi.

Grazie in anticipo.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Admiral Casino.

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 at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• When was the last time you were in contact with the casino regarding the verification of your account?
• Could you please confirm that the money you deposited into the casino was coming from a payment method in your name?
• Was there any play activity on your player's account whatsoever?
• Could you please share with me your recent communication with the casino regarding the issue? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi, I have never played because I wanted to play poker and without accepted documents it was not possible

My account has always been blocked in its functions and last week I saw that I can't even log in anymore.

last time I contacted support you see it in the screenshot sent previously, a few months ago end of 2025.

money deposited via PayPal in my name of course.

no gaming activity

I have already sent screenshots, I was asking for explanations to unblock the case, they asked me for my tax code, I sent it and that was it, nobody answered me anymore

Ciao, non ho mai giocato perché volevo giocare a poker e senza documenti accettati non è Stato possibile

mil conto è sempre stato bloccato nelle sue funzioni e settimana scorsa ho visto che non posso fare nemmeno più il login in.

ultima volta che ho contattato supporto lo vedi nello screen inviato precedentemente, qualche mese fa fine 2025.

denaro depositato tramite PayPal a mio nome ovviamente.

nessuna attività di gioco

ho già inviato screen, chiedevo spiegazioni per sbloccare pratica mi chiesero codice fiscale lo inviai e basta nessuno più mi rispose

Dear frankwao,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Frankwao,

I sincerely apologize for the inconvenience caused by the blockage of your account. I will reach out to the casino immediately to address this issue as quickly as possible. Additionally, I would like to invite an IT representative from AdmiralBet Casino to join this discussion to assist in resolving your complaint.

Dear AdmiralBet Casino IT, could you please clarify the reasons behind the player's account blockage? It would be greatly appreciated if you could provide any relevant evidence as well. You may include the information in this conversation or send it directly to my email at jana.k@casino.guru. Thank you very much for your cooperation in this matter.

Kind regards,

Jana

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.

Good morning, is there any way I can contact Admiral support? I think if you could communicate with them and explain my situation, it would be resolved quickly. I just need to send them my documents again and activate my account to withdraw my deposit. Or play it, but they're not responding to me. Or is it possible to close my account and get my money back?

let me know, thanks

Buongiorno, non avete nessuna maniera di mettervi in contatto con supporto di admiral? Io credo che se voi riuscite a comunicare con loro e spiegare la mia situazione si risolverebbe in breve tempo, devo solo fargli avere i miei documenti nuovamente e attivare conto per poter prelevare il mio deposito. O giocarlo, però a me non rispondono. Oppure se fosse possibile chiudere conto e avere indietro la somma sul conto.

fatemi sapere, grazie

I have tried to contact the casino repeatedly 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 ADM – an alternative dispute resolution service (Giochi.reclami.online@aams.it) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Italina Gaming Authority itself (https://www.adm.gov.it/portale/giochi). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana