AdmiralBet Casino IT - Der Spieler behauptet, dass die Auszeit nicht eingehalten wurde.

On Tuesday, July 26th at 18:09:34 I have set up a gaming account suspension period for this casino for the period of one week. I also received the confirmation email from the support of the suspension.

This suspension should therefore have expired today Tuesday 02 August at 18:09 that is the same time when I set the suspension.

Instead I was able to access the game account in the morning today around 11-11.30 and I paid and lost 2000 euros of which I am now requesting a refund because the account should have remained suspended until the indicated time since the seven days have not yet elapsed. complete.

Martedì 26 luglio alle ore 18:09:34 ho impostato su questo casinò un periodo di sospensione del conto gioco per il periodo di una settimana. Ho ricevuto anche la mail di conferma da parte del supporto dell'avvenuta sospensione.

Tale sospensione sarebbe quindi dovuta scadere oggi martedì 02 agosto alle 18:09 cioè allo stesso orario in cui ho impostato la sospensione.

Invece sono riuscito ad accedere al conto gioco nella mattinata di oggi verso le ore 11-11.30 e ho versato e perso 2000 euro di cui ora chiedo il rimborso perché il conto sarebbe dovuto rimanere sospeso fino all'ora indicata non essendo ancora trascorsi i sette giorni completi.

Dear carsix79,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the time-off period was requested on Tuesday 26th of July (18:09) and you were able to access your account the following Tuesday in the morning? Could you please forward a screenshot of your cashier history to petronela.k@casino.guru? Have you tried accessing your account even earlier during the time-off period?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes exactly. I had set the one week suspension from the site on Tuesday 26th at 6:09 pm and it should have ended on Tuesday 2nd August at the same time. Instead, on the morning of August 2nd, I managed to log in without problems and pay 2000 euros. I can't have the checkout history because now I can't access my account anymore, but I can get you the proof of payments via PayPal (see screenshot) in which, however, the times are not displayed. However, I just sent an email to Admiralbet support to get the cash history.

As for your question if I had tried to access the game account before August 2nd, I had only tried the day I suspended and the account was effectively suspended as confirmed by the support via email (see screenshot)

Sì esatto. Avevo impostato la sospensione di una settimana dal sito martedì 26 ore 18:09 e sarebbe dovuto terminare martedì 2 agosto alla stessa ora. Invece la mattina del 2 agosto sono riuscito ad accedere senza problemi e versare 2000 euro. La cronologia di cassa non posso averla perché ora non riesco più ad accedere al mio account però posso farti avere la prova dei versamenti tramite PayPal (vedi screenshot) in cui però non sono visualizzati gli orari. Ho comunque appena inviato una mail al supporto di Admiralbet per avere la cronologia di cassa.

Per quanto riguarda la tua domanda se avessi provato ad accedere prima del 2 agosto al conto gioco, avevo provato solo il giorno che ho effettuato la sospensione e il conto era effivamente sospeso come confermato anche dal supporto via mail (vedi screenshot)

I have emailed you the cashier history just provided by the casino.

Ti ho inviato via mail la cronologia di cassa appena fornita dal casinò.

Hi Petronela, I have an update. The casino after several reminders of mine this morning refunded me the 2000 euros so you can close the claim.

Thank you.

Ciao Petronela, ho un aggiornamento. Il casinò dopo vari miei solleciti stamane mi ha rimborsato i 2000 euro perciò puoi chiudere il reclamo.

Grazie.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, carsix79, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru