Casino Adrenaline - Failed to stick to its own terms regarding Responsible Gaming

RESOLVED
posted on September 16, 2015.

Hello, Last week I started playing at Casino Adrenaline. After some deposits, I managed to win something and made some withdrawals. While I was waiting for the withdrawals to reach my bank account I asked live chat if they could block any further deposits in the meanwhile, which they did immediately. When I asked them to let me deposit again, they also let me do immediately (while in their own terms it says that this will only have effect after 24 hours). I made 3 deposits after that (50, 200 and 400 euro). I managed to withdraw 200 euro in the end. Shouldnt the casino have followed their terms by letting me wait 24 hours to be able to deposit again? I lost 450 euro because I was stupid to deposit again, but isnt the casino responsible for letting me deposit the moment I asked? I ask the casino to take responsibility because of not following their terms and return my deposits minus winnings (650-200=450 euro) and be more serious about such matters in the future.

posted on September 16, 2015.

Dear bart1981,

First of all thank you for playing with us! Fair gaming is most important thing in our casino. We have cheeked all your correspondence with our support and all emails and we didn't receive any request from your side about setting deposit limit for your account.

We kindly ask you to send all your requirements to our support before you start playing again.

Best Regards,
Casino Adrenaline

posted on September 16, 2015.

Hello,

As you can see in the print screen of your support chat I added to this complaint, Mat (a friendly guy) allows me to deposit again right after I asked him.

Here is more of the conversation:
•Johnny ‎12‎/‎09‎/‎2015‎ ‎13‎:‎01‎:‎36
•hello

•I have some withdrawals that are approved, but I want to wait to get them on my bank account before I play any further

•can you do like a break for one week?

•or do you only do deposit limits?

•Johnny ‎12‎/‎09‎/‎2015‎ ‎13‎:‎03‎:‎57
•I can disable your deposits if you want

•ok, and when I want to deposit again I just ask here?

•Johnny ‎12‎/‎09‎/‎2015‎ ‎13‎:‎05‎:‎22
•exactly and they will turn it on

•ok then disable them please :)

•Johnny ‎12‎/‎09‎/‎2015‎ ‎13‎:‎06‎:‎38
•it is done

•great thx

•bye

•Johnny ‎12‎/‎09‎/‎2015‎ ‎13‎:‎06‎:‎56
•have a nice day Bart

•hi

•Mat ‎15‎/‎09‎/‎2015‎ ‎11‎:‎03‎:‎29
•ho there

•Mat ‎15‎/‎09‎/‎2015‎ ‎11‎:‎03‎:‎32
•how cna i help?

•Last time I asked on chat to not let me deposit untill I ask here again

•Mat ‎15‎/‎09‎/‎2015‎ ‎11‎:‎04‎:‎02
•suer

•I received my withdrawals now

•So Id like to deposit again

•Mat ‎15‎/‎09‎/‎2015‎ ‎11‎:‎04‎:‎16
•i just abled your deposits again

•Mat ‎15‎/‎09‎/‎2015‎ ‎11‎:‎04‎:‎19
•you can deposit now

So I dont understand that you checked all correpondense and didnt see this questions I asked. I blocked all further deposits untill I would ask to enable deposits again, the 24 hour period I should be given to consider if its a good thing to do I didnt get. Isnt this in violation with your own terms of responsible gambling?

posted on September 17, 2015.

Dear bart1981,

Thank you for your feedback. Our team have checked everything in detailed and send all documentation to Askgamblers complain team. We don't want to go public because privacy police is most important thing in our casino.

But please check one more time our T&C and Fair Gaming rules.

"A notice reducing a limit or increasing the exclusion has effect immediately after it is received and confirmed by our support. All requests for limits should be send to [email protected]"

So please send all your requirements to our support before you start playing again.

Best Regards,
Casino Adrenaline

posted on September 17, 2015.

Hello,

I did check your T&C and Fair Gaming rules, but the one you quote doesnt apply to my case.

Its actually this one, stated in your terms, that applies to me:

"A notice increasing or revoking a limit or decreasing the exclusion has effect only after 24 hours after the licensee has received the notice."

And thats how most casinos deal with limits/cool down periods etc. It would be strange and unresponsible if it was the other way around: setting a limit or exclude will take 24 hours, increasing limits or opening accounts after exclusion is done immediately.

AskGamblers
posted on September 17, 2015.

After a thorough examination of all facts and evidence presented regarding this case we came to the following conclusions.

According to term # from Casino Adrenaline Fair Gaming policy, "...A notice increasing or revoking a limit or decreasing the exclusion has effect only after 24 hours after the request has been received. A notice reducing a limit or increasing the exclusion has effect immediately after it is received and confirmed by our support. All requests for limits should be send to [email protected]" It is now clear that such request from player has never been sent.

Moreover, it is obvious from the aforementioned chat transcription that player was duly informed and totally in aware of the fact that the deposit limits could be changed by support agent immediately and player agreed and never questioned that. Had the player has won, he would most probably never came here complaining from the fact that his deposit limits was changed.

Based on the above we consider the actions on behalf Casino Adrenaline in this particular case as justified and based on their Fair Gaming Policy. Therefore, the case is now Resolved.

We also recommend Casino Adrenaline to reconsider the option to change deposit limits over live chat sessions and stick only to written notice sent via email to avoid future issues on the same subject.

The complaint is now officially closed.

posted on September 17, 2015.

Dear bart1981,

We have checked all emails as we already mentioned, and we didn't receive any request from your side for set up limitation for your account. You are always welcome to play with us but first please send us all your requests on [email protected] what is the rule in our T&C. Our support working 24/7 and ready to meet all your demands.

Best Regards,
Casino Adrenaline