Casino Adrenaline - Winnings refused without any proof

RESOLVED
posted on May 28, 2016.

Hi,
I created an account there 2-3 months ago. During that time I made many deposits but did not win anything. Last time I was lucky and I have won +1500 euro. When I loged in to payout my winning there was no money on my account. I asked support what is going on the said only due to multiple IP my winning was refused. I was asking many tumes about details answer always was that same. I have only ane account, nobody else using my phone, computer, Home address ir even nobody from my fruends ir family do not have an account ib their casino. When I plaied ib their casino I used ony my mobile phone using my home Wi-Fi or using Internet connectuon provided by my mobile phone operator. I never connected to other provider, wirales or Wi-Fi plaing in their casino so my money cannot be refused regarding this reason. Please intervent in this case because as I see many people have this same problem with this casino. I want to aware everybody to play in this casino because you money will be refused without any reason. I did not recice any information regarding IP issue when I made many deposits. Futhermore, money was refused after winning, I even did not request withdrawn! I think this is niemal practice in their casino and as far as I know stolling money is a crime.
My username is rafalec.

Regards, Rafał

posted on May 31, 2016.

Dear Rafalec,

Thank you for playing with us!
Please let us know your players username?

Kindest Regards,
Casino Adrenaline

posted on May 31, 2016.

My username is rafalec

posted on June 3, 2016.

Dear Rafalec,

Our Fraud and Risk Management still investigating your case in order to make a fair decision. Thank you for your patience and we will come back to you as soon as possible.

Kindest Regards,
Casino Adrenaline

posted on June 3, 2016.

Hi there,

Case can be closed, money Has been psid out. But if I can say something, this is very sąd that I received money after askgamblers intervent. I tried many times to solve this problem Wit casino adrenaline but everytime I received this same answer "money Has been refused due to ip issue with my account. Please be inforned that our decision is finaly" and that is all. Once again thank you askgamblers for help!

Best regards,
Rafał

posted on June 4, 2016.

Dear Rafał,

Once again we would like to thank you for playing with us and congratulations on your wins. We understand and apologise for the inconvenience, but we have standard checks for every player before proceeding out winnings. Your particular case was unfortunately very complicated because of some very similar account, so Fraud and Risk Management needed time to investigate everything in detail and gather up all the evidence to be sure the right decision was made. The investigation showed that everything was clear and so the winnings were returned. These things take time sometimes and our decisions have and always will be based exclusively on our Terms and Conditions and Fair Gaming rules.

We value our players and in the end we wouldn’t exist without them, so as an apology of more than words and as a thank you for your patience we have decided to add an extra €100 to your wind. Congratulations and good luck!

Kindest Regards,
Casino Adrenaline

AskGamblers
posted on June 4, 2016.

AskGamblers Complaints Team consider this complaint as successfully resolved and the case is being officially closed. We are happy that an agreement has been reached and we would like to thank both parties involved into this case for their cooperation.