AdmiralBet Casino DE - L'account del giocatore è bloccato e i prelievi sono ritardati.

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

Admiralbet sperrte überraschenderweise meinen Account und verlangt im Rahmen der Prüfung meiner ersten Auszahlung dort i.H.v. 580 Euro per Mail Dokumente (Ausweis, Selfie+Ausweis, Adressnachweis) zur Verifizierung, obwohl Account bereits automatisch im Status verifiziert war.

Also schickte ich die geforderten Dokumente zusätzlich per Mail an [email protected]

Überraschenderweise bekam ich daraufhin die Antwort, dass ein Dokument nicht vollständig abgebildet sei und die Verifizierung deshalb abgelehnt wurde. Obwohl alles gut sichtbar war, machte ich erneut Fotos der Dokumente und schickte diese per Mail ab.

Und es kam wieder die gleiche Ablehnung. Auch kam noch ein drittes Mal eine an den Haaren herbeigezogene Ablehnung aus o.g. Grund.

Auf eine erneute konkrete Nachfrage, welches Bild warum nicht in Odnung sei teilte man mir erst auf Nachfrage mit, dass meine Hand auf dem Selfie ebenfalls zu sehen sein müsste.

Also schickte ich ein neues Selfie mit kompletter Hand sichtbar. Seitdem habe ich jetzt nichts mehr von Admiralbet.de gehört.

Ich fühle mich ernsthaft verarscht und weiß ehrlich gesagt nicht mehr, was ich machen soll. Ich dachte immer, bei deutschen Casinos kann so ein Betrug nicht passieren.

Gruß

Rosi

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

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

Liebe Veronika,

Danke für die Unterstützung. Hier die Antworten zu den 4 Fragen:

1.) Ich hatte täglich Mails geschickt. Zuletzt wurde am 14.04. eine Mail von mir an die zuständige Abteilung bei Admiralbet.de weitergeleitet und das letzte fehlende Dokument "hochgeladen" (vom Casino Support)

2.) Ich gehe davon aus! Nach mehrmaligen Rückfragen wurden mir lediglich Mängel auf meinem Selfie von Admiralbet.de mitgeteilt. Deshalb habe ich neues Selfie mit ganzer Hand aufgenommen und Admiralbet.de geschickt. Andere Bilder wurden bislang nicht bemängelt.

3.) Ja, das habe ich. Auch erhielt ich Bestätigungen, dass mein Dokument zur Verifizierung an die Fachabteilung weitergeleitet wurden.

4.) Gestern erhielt ich im Chat wieder die gleiche Standard-Antwort, dass ich automatisch per Mail informiert werde, sobald die Verifizierung abgeschlossen ist.

Vielen Dank und Grüße

Rosi

The casino paid out! Thank you very much anyway!

Das Casino hat ausgezahlt! Trotzdem euch vielen Dank!

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