Admiral Casino Complaints
Admiral Casino Complaints Rating: 10,0/10 6527 reviews
How will my complaint be handled?
If you need to make a complaint, we want the process to be as straightforward as possible, our aim is to:
Admiral Casino Review – Get attractive welcome offers. Let the flashing and twinkling grid of Admiral casino games at the home page have you hooked. Scroll across the page and visit the different sections of the casino by clicking on the quick links. Admiral Casino are owned by Greentube Alderney Limited. This group has historically held a policy of not discussing player complaints, with this service. Ordinarily we would not work with a group that will not discuss complaints.
- Review from us is if their product and track record deserve it. With all of the administrative disclaimers out of the way, let’s sail headfirst into the world of pirates with the Lucky Admiral online casino. Ratings Breakdown Overall. Lucky Admiral was off to a strong start when we found out they were licensed.
- Admiral Shark Casino Full Review and Information Started in January 2017, Admiral Shark Casino is among the newest online casinos in the United Kingdom. It comes with an appealing theme that somehow gives players the hint of the thrill that is beckoning.
- Make it simple for you to tell us about your complaint
- Conduct a full investigation
- Give your complaint careful consideration
- Provide you with a full account of our actions
- Ensure you're happy we've handled your complaint fairly.
How to make a complaint
Making a complaint can be stressful which is why we give you the option to complain in the way which suits you best.
You can make your complaint over the phone, by email or in a letter. Choose one of the options below to find the correct contact information.
Make a complaint about a policy
Telephone
To put you in touch with the right team, please select from the products below:
Post
Complaint Manager
Admiral0003Ty Admiral
David Street
Cardiff
CF10 2AA
Fax
Make a complaint about a claim
Telephone
If you prefer to write to us:
Claims Quality Manager Admiral
Claims Department
Ty Admiral
David Street
Cardiff CF10 2AA
Fax
0330 222 5770
Make a complaint about a loan
Telephone
Email
loansquality@admiralgroup.co.uk
If you prefer to write to us:
Quality Manager Admiral
Admiral Loans
Ty Admiral
David Street
Cardiff CF10 2AA
How soon will we deal with your complaint?
You'll hear back from us within five days of us receiving your complaint. In some cases this will be in the form of an acknowledgement letter but in others it may be a full reply.
If you receive an acknowledgment letter it will tell you:
- Who's dealing with your complaint
- When we'll contact you again.
Once you receive this your complaint will be investigated fully and we will write to you with our findings.
In complex cases we may need to spend a little longer investigating but we will keep you up to date with our progress. In all cases we'll respond to your complaint within eight weeks in line with the deadline set by the Financial Conduct Authority.
If you're unhappy with the way we're handling your complaint
All our complaint handlers are trained and monitored to ensure they deliver professional service consistently. If you're unhappy with the way your complaint is handled, you can ask for it to be reviewed at a higher level.
The Financial Ombudsman Service
We try to resolve all complaints internally. However, if you're still unhappy with our response to your complaint, or if we've not resolved it eight weeks after you first told us about it, you have the right to refer your complaint to the Financial Ombudsman Service.
If you want the Financial Ombudsman Service to look into your complaint, you must refer it to them within six months of the date of our final response to you. You can contact them at:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Tel: 08000 234 567
Free for people phoning from a 'fixed line' (for example, a landline at home).
Or: 0300 123 9 123
Free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02.
Email: complaint.info@financial-ombudsman.org.uk
The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. For further information you can visit their website at www.financial-ombudsman.org.uk
Online Dispute Resolution service
If you bought one of our products online, you can also refer your complaint to the European Online Dispute Resolution platform. This service passes on your details to the most appropriate dispute resolution service for the product you’ve bought. For insurance products this is likely to be the Financial Ombudsman Service.
Download this guide as a PDF:
Complaint performance results
As an FCA registered company we publish data on our complaints record.
Firm name: EUI Limited0003
Group: Admiral Group Plc
Other firms included in this report (if any): n/a
Period covered in this report: 1st Jan 2020 to 30th Jun 2020
Brands/trading names covered: Admiral, Bell, Diamond, Elephant, Gladiator, Veygo, Ford Insure & AA Insure
Insurance and pure protection data
Number of complaints opened per 1000 policies in force (at reporting period end date) | 2.50 |
|---|---|
Number of complaints opened | 26,453 |
Number of complaints closed | 26,555 |
Percentage closed within 3 days | 48% |
Percentage closed after 3 days but within 8 weeks | 49% |
Percentage upheld | 48% |
Main cause of complaints opened | General admin/customer service - Errors/not following instructions |
Credit related data
Number of complaints opened per 1000 direct debit policies / loans in force (at reporting period end date) | 0.56 |
|---|---|
Number of complaints opened | 1,052 |
Number of complaints closed | 1,055 |
Percentage closed within 3 days | N/A |
Percentage closed after 3 days but within 8 weeks | N/A |
Percentage upheld | 40% |
Main cause of complaints opened |
Motor
0333 220 2000- Monday to Friday: 8am - 6pm
- Saturday: 9am - 5pm
- Sunday: 9:30am - 4pm
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
Home
0333 220 2003- Monday to Friday: 8am - 6pm
- Saturday: 9am - 5pm
- Sunday: 9:30am - 4pm
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
Travel
0333 234 9913- Monday to Friday: 9am - 6pm
- Saturday: Closed
- Sunday: Closed
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
Other
0330 333 5888- Monday to Friday: 9am - 6pm
- Saturday: Closed
- Sunday: Closed
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
Now, our parents always told us growing up to never judge a book by its
cover, and we’ve learned that certainly reigns true with online casinos. We’ve
seen plenty of sites that look great upon a quick glance and then are utter
garbage when you start peeling the layers away. As we know this is always a
possibility, we decided to give the Lucky Admiral a full and thorough review.
As you may already know if you’ve seen any of our other reviews, we’re not
here to write puff pieces that give you warm and fuzzies about a site. We’re
here to give you the honest truth and the sometimes harsh realities of what a
site has to offer. Basically, we’re not going to ignore the bad and only focus
on the good. We aim to give you a review that you can bank on and feel confident
in our findings.
We NEVER allow sites to pay for reviews or incentivize or influence us to
give them glowing reviews. The only way that a site is going to get a great
review from us is if their product and track record deserve it. With all of the
administrative disclaimers out of the way, let’s sail headfirst into the world
of pirates with the Lucky Admiral online casino.
Ratings Breakdown
Overall
Lucky Admiral was off to a strong start when we found out they were licensed
by the UK Gaming Commission (one of, if not THE most reputable). Any site we
review instantly jumps up the ladder when we know we can trust them and their
reliability. In regards to game options, the site knocked it out of the park
with slot games and fell a bit short when it came to casino options. A definite
win if you’re predominantly a slots player and a bit disappointing if you’re
into table games mainly.
Banking options were a bit limited, but it looks like the few options they
have were set up well and operated efficiently and quickly. Deposit limits were
extremely low on all options except for PayPal which had no limit. Overall, we’d
say this site is pretty good, but not incredible.
Game Variety
Game selection for slot machines is great at the Lucky Admiral with a lot of
quality games that include several branded games. Casino game selection was a
lot lower than we would have liked making this site more of a slot player’s
home. They did have some options, though, which is nice if you do like to dabble
in casino games. While it might not be fair to dock points here for this, we
also took some points away for the organization of their games as the casino
games and slots were all on the same list and not separated as we feel they
should be. Overall, though, great game selection for slot players mainly.
Banking
This score may be a bit misleading as to how easy or difficult it is to
deposit and withdraw from the casino. If you use PayPal, you’re going to have a
great experience because deposits are instant and withdrawals are extremely
fast. The reason we docked several points here is that there aren’t really many
other options except for two that have sub-par options associated. Bottom line,
if you use PayPal here, the score will be a lot higher than three out of five.
If you want to use any other options, this rating holds, if not a little lower.
Bonuses
The bonus structure at Lucky Admirals was fairly strong with a lot of cool
and creative options. They even had a welcome bonus you could get without making
a deposit. We highly recommend at a bare minimum making an account to take
advantage of that. The play through requirement on the bonuses was a little
higher than we would like, but overall we were pretty pleased with the bonuses
offered. It’s also important to add that they do have a VIP players club with
some nice rewards for frequent players. Details are posted below in the review.
Customer Service
The site had a lot of great options with email, live chat, and WhatsApp.
However, the customer service options were only open from 9:30 am – 6 pm and
were very surprisingly closed on the weekends. Normally, we wouldn’t mind the
limited hours even though 24/7 is the industry standard, but we had to dock some
points because they’re closed on the weekends when most people are playing.
User Interface
Let us start by saying that the graphics of the site and the games are great.
Once you’re in the games and playing, you’re going to love the interface.
Gameplay is easy and navigating around is also user-friendly. The reason we
docked some points is due to the organization of their games. For some reason,
they put all of the slot games and all of the casino games in the same section
mixed together. While this is at worst a mild annoyance, it’s still something we
aren’t fans of and would really like to see things separated out properly.
Thankfully, they at least allow you to sort the games (all of them)
alphabetically, and they have a functioning search bar.
Slots and Other Casino Games
If you’ve read any of our other reviews, you know that we normally assess the
slots and casino games separately. For the Lucky Admiral, we stuck them together
on purpose to point out an issue we had with how their games were organized. For
some reason, they had the slot and casino games under the same tab in the same
list. While this is just a mild annoyance at worst, it would still be nice to
see these separated into two different lists.
With over 200+ different slot and casino game options, it’s hard not to be
pleased with the selection offered at Lucky Admirals. The quality of the games
and the graphics were both high, and somehow the graphics looked a little
crisper than they do for the same games at some other sites. This is definitely
a plus.
Regarding organization, the games are sorted alphabetically and able to be
searched. They have a bunch of tabs for you to click through to see the games,
but only one that has all of them listed. One thing we weren’t fans of was that
you couldn’t separate the games in any way other than the most popular, the
newest, and instant play. We would have liked the ability to sort by type or at
least something other than just those options.
As we already mentioned, the organization of things was a bit annoying with
the casino games and the slot games all mixed together in one tab. Frankly, this
was really annoying especially if you’re a casino game player and don’t like
sifting through hundreds of slots games to see what offerings they have for you.
It’s definitely not any sort of deal breaker especially with the quality of the
games, but just something we want to point out.
The games do require you to create an account to try out which isn’t a
negative but may become one as more and more sites start to offer this
functionality. We’ve included the list of all the games available at the Lucky
Admiral online casino. While this is not done on the casino website, we have
bolded all of the casino game titles so you can see what they do have to offer.
- 1 Can 2 Can
- 1h Jacks Or Better
- 24
- 5 Ninjas
- 99 Time
- A Dragon’s Story
- Alchemist
- Alice Adventure
- Aloha!
- Ambience
- American Roulette
- Arctic Madness
- Asteroids
- Astro Magic
- Autumn Gold
- Aztec Rising
- Barn Ville
- Beach
- Beez Kneez
- Best Things In Life
- Beverly Hills 90210™
- Bingo Billions
- Black Widow
- Blackjack
- Blackjack Pro
- Bloodshot
- Bloopers
- Bonus Keno
- Boom Brothers
- Booster
- Boss The Lotto
- Call Of The Colosseum
- Can Can
- Cash Cuisine
- Casino Hold’em
- Champion’s Goal
- Cheng Gong
- Cherry Trio
- Chilli Gold 2
- Cops And Robbers
- Cup Carnaval
- Cupids Arrow
- Deuces Wild Double Up
- Diamond Deal
- Disco Disco
- Dolphin’s Island
- Doting Doggies
- Doubleup Ducks
- Dr Love
- Dr Love On Vacation
- Dragon Drop
- Dragon Scrolls
- Drive: Multiplier Mayhem
- Easter Cash Baskets
- Easter Island
- Eastern Dragon
- Eggomatic
- Electric Sam
- Elements
- Emperor’s Garden
- Enchanted Prince
- Epic Gems
- European Roulette
- Excalibur
- Extra Cash!!
- Fae Legend Warrior
- Fairytale Legends: Hansel And Gretel
- Fiddle Dee Dough
- Fireworks Frenzy
- Fish And Chips
- Fluffy Favourites
- Fluffy Too
- Forest Mania
- Fortunes Prophet
- Foxin Wins
- Froots
- Fruit Abduction
- Fruit Basket
- Fruit Blast
- Fur Balls
- Gamma Girl
- Genie Wild
- Gets The Worm
- Gonzo’s Quest
- Guns N’ Roses Video Slots
- Hansel & Gretel
- Happy Birds
- Happy Birthday
- Happy Mushroom
- Haunted Hallows
- Heavy Metal Warriors
- Horsing About
- Howling Fun
- I Love Christmas
- Illusions 2
- Imperial Destiny
- Irish Eyes
- Irish Eyes 2
- Irish Luck
- Jack And The Beanstalk
- Jackpot 6000
- Jewel Journey
- Jimi Hendrix Online Slot
- Joker Jester
- Joker Wild Double Up
- Jungle Spirit: Call Of The Wild
- Jurassic Juniors
- Kingdom Of Cash
- Koi Princess
- Las Cucas Locas
- Lights
- Lion Dance
- Lolly Land
- Lost Island
- Lost Island Slot
- Lucky 3
- Lucky Angler
- Lucky Blossom
- Lucky Irish
- Lucky Keno
- Lucky Spell
- Luxury Rome Hd
- Mad Mad Monkey
- Make Over Magic
- Mega Love
- Mermaids Pearl
- Money Bunny
- Move Your Ass
- Musketeer
- Nacho Libre
- Ninja Chef
- Ocean Fortune
- Owl Eyes
- Pandamania
- Paradise Reels
- Pharaohs Luck
- Piggy Payout
- Piggy Riches
- Pirate Princess
- Platoon
- Poltava
- Punto Banco Pro
- Quest For The Grail
- Rebets Splendour
- Red Dragon Wild
- Reel Rush
- Retro Funky 70s
- Retro Groovy 60s
- Retro Super 80s
- Rio Bingo
- Roulette Master
- Royal Charm
- Sam On The Beach
- Sands Of Fortune
- Santa’s Workshop
- Scrolls Of Ra
- Secret Garden
- Secret Garden 2
- Secrets Of Christmas
- Shamans Dream
- Shaolin Spin
- Sharknado
- Shopping Spree
- Single Deck Blackjack Pro
- Spanish Eyes
- Sparks
- Spellcast
- Spinlotto
- Spooky Family
- Stampede
- Star Raiders
- Star Raiders Slot
- Starburst
- Subtopia
- Sugar Train
- Sugar Train Xmas
- Sunny Money
- Super Nova
- Sushi Cat
- Sweetie Land
- Taco Brothers
- Teddy Bears’ Picnic
- Temple Of Isis
- The Lab
- The Link
- The Magical Forest
- The Snake Charmer
- The Warriors
- Three Stooges
- Tin Town
- Tokyo Nights
- Tornado: Farm Escape
- Twin Spin
- Twinkle
- Txs Holdem Pro
- Unicorn Bliss
- Unicorn Legend
- Venetian Rose
- Very Merry Christmas
- Volcano Eruption
- Warlords – Crystals Of Power
- White Wizard
- White Wizard Deluxe
- Wild Toro
- Wild Wild West: The Great Train Heist
- Wildcat Canyon
- Xingyun Baozhu
- Xmas Cash
- Zodiac Fortune
Update*** If you’re looking for the casino games, there is actually a link to
separate them individually, but it’s tucked down in the footer of the site. To
find it, scroll to the bottom of the page and click on Online Casino under
Games. While this is not ideal, it’s at least nice to see that it’s there.
Banking Options
This is actually the first time we’ve heard of a casino branding themselves
as a PayPal casino. The Lucky Admiral only had a few deposit options, and the
limits were rather low in relation to the rest of the industry except with
PayPal that had no limit. They had the ability to deposit to your account via
your phone bill which was pretty interesting, to say the least. The maximum
deposit via that method, though, was £30.
It’s important to note that PayPal is the only withdrawal method available
for this site. Thankfully, PayPal is easy to set up.
Phone Bill
- Deposits – £10, £20, or £30 are the only options.
- Deposit Time Frames – Instant
- Withdrawals – Not available with this method
PayPal
- Deposits – No limits!
- Deposit Time Frames – Instant
- Withdrawals – Yes
Paysafecard
- Deposits – Maximum of £250
- Deposit Time Frames – Instant
- Withdrawals – Not available with this method
Bonus Promotions
Promotions are definitely the biggest highlight of the online casino as they
had several different programs set up for you to take advantage of. It was nice
to see a little creativity by the promotions department as opposed to some of
the other sites that have a deposit bonus and that’s about it.
Below we’ve outlined all of the promotions currently available at the Lucky
Admiral.
Welcome Offer
There are two separate welcome offers available including one that you don’t
have to make any sort of deposit. The no deposit welcome bonus is 10 free spins
on the Fish and Chips slot game. No strings attached. If you lose all the spins,
no biggie. If you win, free cash!
The second offer is a deposit match bonus offer of 100% up to £200 plus 20
bonus spins on the Starburst slots game. One drawback we saw was that the play
through requirements was a little high at 65x when a lot of the industry is
around the 40x mark. Not terrible, but definitely something to be aware of.
VIP Scheme
The VIP Scheme is the Admiral’s VIP program. You get rewarded weekly cashback
(rakeback), free spins, and a birthday bonus. Levels are achieved through
earning “kudos” which are basically frequent player points. What’s interesting
is to attain the levels it goes off of how much you have deposited and then
maintaining those levels goes off of how much you wager. Here are the perks as
well as the deposit amounts needed for each level.
| Level | Newbie | Expert | Pro | VIP | Legend |
|---|---|---|---|---|---|
| Weekly Cashback | No | 1% | 3% | 5% | 10% |
| Free Spins | 0 | 5 | 10 | 25 | 50 |
| Birthday Bonus | Yes | Yes | Yes | Yes | Yes |
| Requirements | Up to 100 | 101-1,000 | 1,001-2,500 | 2,501-5,000 | 5,000+ |
Here are the wager requirements listed to hold each status. There looks to
be a typo for the expert level so I would probably confirm that with support if
you’re a regular player.
In order to maintain their VIP status, players need to meet the minimum
monthly wagering requirement for their level:
Admiral Casino Complaints &
- Legend
£20,000+ wagered per month
- VIP
£5,000+wagered per month
- Pro
£1,000+wagered per month
- Expert
£100+wagered per month
Admiral Casino Complaints Phone Number
Midnight Madness
The first 20 players to deposit after midnight on Mondays get 20 free spins.
Happy Hours
Just like at a bar, The Lucky Admiral has its own happy hours. From 3 pm – 7
pm every Wednesday, you’ll be awarded 10 free spins just for playing.
Mysterey Thursdays
If you have money in your account at Lucky Admiral, you’ll receive a mystery
surprise every Thursday. We’re not quite sure what this entails but free is
free.
Super Saturday
For those players that play and meet the requirements on Saturdays, you will
earn an additional 20 free spins on your favorite slots.
Pizza Club
While the value of this promo isn’t the biggest, it is certainly the coolest
one we have ever seen. We assumed upon reading the title that it would be a
pizza themed slot game that you would win free spins or something off of. We
were wrong. You have the ability to win a free pizza from the site every month.
Not a virtual pizza, but an actual pizza that you can eat. Our inner fat kid
can’t get enough of this promotion.
Customer Service
Customer service options were pretty good with email, live chat, and WhatsApp
messaging service. We couldn’t tell if the WhatsApp was just messages or actual
phone support, so we’ll assume it’s just messaging for the sake of not over
complimenting the site. One drawback that we saw was that they didn’t have 24/7
customer service which would be fine in probably every other industry in the
world, but it has become fairly standard to get 24/7 service. They’re also
closed on the weekends which is really surprising as that is usually the busiest
time for online casinos.
Conclusion
If you’re a slot player mainly, you’re probably going to be a pretty big fan
of Lucky Admiral. They’re trustworthy thanks to their UK Gambling Commission
licensing, have some nice bonus promotions, and have a great selection when it
comes to slots. If you’re a table games player, it’s not quite as inviting as
the options are a bit limited. A few other areas we’d like to see some
improvements are the banking options (though if you use PayPal, this isn’t an
issue) and the organization of the games on the interface.
Overall, the site is good, but not incredible. We think a lot of players,
especially slot players, will feel very at home here aboard the Lucky Admiral
online casino.