Casino Adrenaline - Unclear T&C, voided 1000 Euro

RESOLVED
posted on October 16, 2015.

I having a problem with named casino. I started to play there like the 2nd October, activated the Welcome bonus (100% first deposit bonus) and started play.
I played several games and won little here and little there, and after a days playing I went up to 1000 Euro. At that point I thought that used all my luck, and decided to make a withdrawal. I did, and it went on pending. Suddenly, I see that all the cash came back to my balance, and the second after it was poof - it was gone, and all I could see was my initial deposit @ 30€.
Immediately, I started chatting with the Live support and they couldnt give me a good reason why, beside that I broke one of the T&C:

"Casino Adrenaline reserves the right to forfeit the winnings and refund the deposit in case of irregular play, defined as but not limited to: placing single bets equal to or more than 25% of the received bonus. When 25% of the received bonus is higher than 7,5 EUR / 7,5 USD / 6 GBP / then the maximum allowed bet is 7,5 EUR/ 7,5 USD / 6 GBP/."

I was very confused; I havent made any bet over 2.50€, like ever. So I asked for my bet log (Witch you as player doesn't have access to) and they showed me that I made ONE bet at 8.80€, that pushed the maxbet per cent contra bonus amount over 25% (29%). I was really confused, and so was the support. There was no way I would put a bet like that, and he agreed, and started an investigation towards their system + the game provider.

The weeks went by, and nothing happend. Everybody said that the investigation was going and I just needed to wait. But yesterday I snaped and started to come with own reasons why the bet was registred - was it possible that it came from "a gamle function", and "yes, of course it was, you violated the T&C". But nowhere in their T&C it says that a gamble is regarded as a single bet.

A irrational person thinks that the innital bet (2.50€) is the amount you gamble with in that kind of function.

But CasinoAdrenaline keep refusing my question. The live support dont know anything whats going on, and refering to that term I posted above, even if I claim that its to vauge.

My question is basicly - am I that stupid that I dont the T&C, or is their definition to vauge and unclear? It was such a unsignificant amount that I won via the "irrigular bet" (17.60€) and it happend one time and one time only. AND that its unclear regarding these gambling function-part in the T&C Can I get my money back?
Best Regards, Karl

posted on October 16, 2015.

Dear Karl,

please allow us to explain how this situation happened. Our system registered the higher than allowed bet during the game feature as a bet. It is however clear after we investigated the situation that you were not warned that this would be counted as a bet and therefore decided to take it. As the system registered it as a single bet the wins were voided and only after a detailed investigation did we see what the problem was. We would like to apologize that this issue took this long, but every issue is always approached individually and sometimes takes a bit of time to resolve but as a result the issues are always resolved in the fairest possible way. We expect our players to adhere to the Terms & Conditions but those same Terms apply to us as well and in this case the Terms & Conditions did not specify that a bet such as the one you made would be considered a single bet. When resolving complaints we always like to emphasize that fairness is the most important part of our casino. Sometimes those decisions affect players negatively and sometimes positively, however they are always fair. In your case even though the higher than allowed bet could be treated as a single bet we believe it is fair that in this situation your winnings are restored to you. We apologize once more that it took this long to resolve the situation and would like to congratulate you on your winnings.

Kind regards and we hope to see you again at Casino Adrenaline.

Casino Adrenaline

AskGamblers
posted on October 20, 2015.

Dear @karlicious,

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

posted on October 20, 2015.

Hello. No, no winning has been restored yet, but their management are saying that they are working on it, whatever that means. / Karl

posted on October 21, 2015.

Dear Karl,

your situation was really specific and that was the reason for little bit longer procedure to process your winnings. We would like to congratulate you on your winnings once more and wish you more lucky spins in the future!

Best Regards,
Casino Adrenaline

AskGamblers
posted on October 21, 2015.

Dear @karlicious,

We got information from casino management, that your winnings are approved, can you please confirm? Thank you.

posted on October 22, 2015.

Yes, I confirm. Thank you

AskGamblers
posted on October 23, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.