Casino Adrenaline - Delayed payout

flaske83 Norway
posted on October 16, 2015.

I am contacting as the casino wont respond to me on their livechat, or on emails sent to them, i waited over 30 minutes for a response on livechat today, and yesterday i spoke with one of their employees on livechat named Marianne, which informed me that the withdraw takes 1 day to process, and an additional day until i receive it in my Neteller account, it has now been 48 hours since i requested a withdrawal of 1000EUR and as you can see in the screenshot i attached the withdrawal is still pending.

On it says the casino has a 0-24 withdrawal time to E-Wallets, but on Casino Adrenaline's website it says 48 hours, so this is wrong information.

I have already sent them the documents the day i requested the withdrawal, and i got this response:

14. oktober 2015 kl. 18.22
Dear Mr. Halvorsen,

thank you for your email.

We have received and confirmed the documents. Should the cashier need any additional documents, you will be notified.

Kindest regards,
Casino Adrenaline Support
[email protected]

Anyhow, it has now been over 48 hours, and still the withdrawal is pending, the livechat is being ignorant, and the customer support is nowhere to be found, and im getting a bad feeling about this.

Best regards,

posted on October 18, 2015.

Dear Eirik,

Congratulations on your win and rest assured it will be paid out on Monday. Payments are processed during working days, in other words from Monday to Friday. We always try to clear withdrawals by the end of Friday if they were made in the later part of the week, however sometimes this just isn't possible. You can expect your withdrawal to be processed early on Monday the 19th.
Concerning live support we would like to add the vast majority of communication is answered immediately. There are cases where all our staff is occupied and players have to wait a little while to get a response. The reason for this is that we approach every player individually and therefore our support agents to not work on multiple players at the same time. We believe that it's more important that support devotes all their attention to one player at a time at the cost of sometimes having small delays like 30 minutes you mentioned before engaging the player.

Once again congratulations on your wins!

Best Regards,
Casino Adrenaline

flaske83 Norway
posted on October 18, 2015.

thank you for the response, i will be waiting for the money on monday then.
As for the small delay of 30 minutes, thats how long i bothered to wait for a response before giving up.
Its not likely that i will consider depositing at this casino again though as im not fan of the pending withdrawal. Pending withdrawal with cancelling option is no different than waving the money won in front of the players for days hoping that the player will cancel their withdrawal and lose the money back to the casino.
Also i dont believe for a second that the cashier department didnt have a chance to process the withdrawal before friday, its alot more likely that they chose not to as it was a weekend, and hopefully the player will cancel their withdrawal during the weekend.

Most other casinos process the withdrawals during the weekends as well, and withdrawals made to Neteller shouldnt have to take 48 hours when you can transfer it instantly with no delay.

posted on October 19, 2015.

Dear Eirik,

Your withdrawal has been processed and as mentioned there was no worry at any time that it wouldn't be. As this was the first withdrawal you made it took longer than any future ones. So we can assure you that any future withdrawals will be processed much faster.

We would like to congratulate you on your win again and wish you good luck in the future.

Best Regards,
Casino Adrenaline

posted on October 21, 2015.

Dear @flaske83,

Are you satisfied with the casino's response, did you receive the payment, can we close this complaint as resolved? Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.