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On December 2nd, I requested the permanent closure of my account. After waiting a day, they offered me a bonus, which I accepted, leaving the account active. Two days later, on December 5th, I requested the permanent closure of my account again. After my request, they asked for the reason for closing the account. I told them I was satisfied with the service they provide and hoped they would close the account. However, it took them six days to fulfill the request, during which time they waited until I spent more money. After six days and five consecutive emails, they responded and closed the account, exploiting the situation for additional deposits. Only after I warned them of potential legal action did they comply with my request. Through this complaint, I want to highlight how they disregard their responsible gambling policy, taking every opportunity to extract more money from you. My demand is clear: the refund of all funds deposited after December 5th.

Dana 2. Decembra zatražio sam trajno zatvaranje naloga. Nakon dana čekanja ponudili su mi bonus koji sam prihvatio te je nalog ostao dostupan. 2 dana posle toga (5. Decembar) zahtevao sam ponovno trajno zatvaranje naloga, medjutim posle mog zahteva tražili su razlog zatvaranja. Kako sam im rekao da sam zadovoljan servisom koji pružaju nadao sam se da će zatvoriti nalog. Ipak, tek posle 6 dana izvršili su zahtev, ali su prvo sačekali da potrošim još novca. Nakon 6 dana i 5 uzastopnih mejlova setili su se da odgovore i zatvore nalog, iskoristivši situaciju za još uplaćenih depozita. Tek nakon upozorenja da će biti tuženi ispunili su zahtev. Ovim putem želim da pokažem koliko ne poštuju svoju politiku odgovornog kladjenja i da će u svakoj prilici iskoristiti situaciju da vam izvuku još novca. Moj zahtev je jasan, refundiranje svih sredstava uplaćenih nakon 5. Decembra.

Hello uskok,

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. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Nick,

In fact, this bookmaker does not have a self-exclusion option directly from the account. For the same reason, I asked for the account to be closed PERMANENTLY. So I did "self-exclude" but they didn't respect it.

I followed all self-exclusion procedures, but they didn't.

https://admiralbet.rs/help/category/119/card/124

Zdravo Nick,

Zapravo ova kladionica nema opciju samoisključenja direktno sa naloga. Iz istog razloga ja i jesam tražio da se nalog TRAJNO zatvori. Dakle ja se jesam "samoisključio" ali oni to nisu ispoštovali.

Ja jesam ispoštovao sve procedure zarad samoisključenja, ali oni nisu.

https://admiralbet.rs/help/category/119/card/124

Dear Uskok,

As mentioned in my previous post, closing an account and self-exclusion are two distinct actions. If you did not explicitly mention gambling issues or addiction, your account would have been simply closed, which means it can be reopened at any time.

Please forward the initial request you sent to the casino, where gambling issues were mentioned, to nikolas.b@casino.guru for further review.

Looking forward to your response.

Best regards,

Nick

Hello,

I didn't mention a gambling problem, just that the account remained open for 5 days after a request to close it and countless emails went unanswered.

Pozdrav,

Nisam pominjao problem sa kockanjem, samo je poneta što je nalog ostao 5 dana otvoren posle zahteva za zatvaranje i nebrojano mnogo mejlova bez odgovora.

Dear Uskok,

I kindly recommend reaching out to them again and explicitly mentioning gambling addiction in your request. As explained earlier, a simple account block can often be lifted at any time, sometimes simply by logging back into your account.

Please let us know the outcome, and we will be happy to assist you further.

Best regards,

Nick

Dear Sir/Madam,

The account was permanently closed after several emails. Although it's worthless now that the money is lost. If you can help with a refund I would be grateful. If you can't, feel free to close the discussion.

Poštovani,

Nalog je nakon više mejlova trajno zatvoren. Mada to ničemu ne vredi sada kada je novac izgubljen. Ukoliko možete da pomognete oko refundacije biću zahvalan. Ukoliko ne možete budite slobodni da zatvorite diskusiju.

Dear Uskok,

Thank you for reaching out to us. Unfortunately, as a self-exclusion request was not made, and the account closure was the only action requested, we regret to inform you that you are not eligible for a refund.

Please let us know if there is anything else we can assist you with. We are here to help.

Looking forward to your response.

Best regards,

Nick

Dear uskok,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.