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Casino Adrenaline - Withdrawal been declined unjustly

RESOLVED
Complaint Info
Disputed casino Casino Adrenaline
Reason Bonus terms violation
pharaldo1 Netherlands Message
Posted on May 17, 2016

Friday, May 13th, I deposit 25 Euro to Casino Adrenaline and the casino added a bonus to my balance. I ve played three video slots for several hours.( namely Spinata Grande, Magic Portals and Starburst.) My money per bet was primarily one euro and later when profits increased 5 Euro per bet. Certainly not higher amount .than 5 Euro. I decided to stop playing when my balance had reached 2000 Euro and then requested the casino by two withrawls each 1000 Euros for pay out.. The live chat hostess of the casino named Marianne congratulated me warmly with my winnings and we shortly had a nice chat, . After sending in the requested documents I then got very unpleasantly surprised when receiving an email from the casino in which I was told that my withdrawl requests were declined by the cashier and I had to contact the support of the casino .. Contact support when asked then referred to the casino`s terms and conditions ,in particular to the section about the maximum allowed amount of betting if a bonus is added . .Also I was told that the gameplay history was showing irregularities in my gaming behaviour so therefor the casino cashier not only declining my requests but also decided to confiscate my total balance amount and then have it replaced by 25 euro (equal to my initial deposit) instead Why would a casino ever refunding this 25 Euro while accusing me of fraudulent behaviour by violating the casino`s terms and conditions ???

Let me please be very clear about it: :
I `ve never violated any sites rule what so ever

take notice of the attached screencapture which clearly shows my betting amount was 5 euro..

I do hope casinoadrenaline remains serious and sincere towards it`s customers .

Posted on May 19, 2016

Dear pharaldo1,

Thank you for playing with us!
Please let us know your player username.

Kindest Regards,
Casino Adrenaline

pharaldo1 Netherlands
Posted on May 19, 2016

Hello casino Adrenaline,


my player username = pharaldo

Posted on May 20, 2016

Dear pharaldo1,

we have sent all evidence to Askgamblers Complaints Team.

Kindest Regards,
Casino Adrenaline

AskGamblers
Posted on May 21, 2016

AskGamblers Complaints Team have been provided by valid evidence on behalf management of Casino Adrenaline where it is clearly displayed that player breached the maximum betting rule. Player by these actions violated general term # 12.9

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 5 EUR / 5 USD / 5 GBP / 50 kr / then the maximum allowed bet is 5 EUR / 5 USD / 5 GBP / 50 kr /. All bets placed on any kind of doubling or gamble feature (for example in Slots and Video Poker games) and all low-risk bets (for example betting on even and odd numbers at the same time in Roulette games) are considered as bets and need to respect the maximum bet rule when playing with a bonus balance.

Also, player needs to be aware of this term #7.5

7.5. As long as received bonuses are still active, bonus terms and conditions apply to the whole player account, including any and all funds waiting for withdrawal, but not limited to.
A bonus is active as long as at least one of the following statements are true:
The bonus wagering requirements haven’t been met.
The bonus or bonuses have not been removed.
Winnings have not yet been processed.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In a case of a disagreement with our decision we remind the player that further assistance on this matter could be requested from the relevant licensing authority responsible for Casino Adrenaline.

Casino Adrenaline Complaints

  • 26 of 27 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 1,408 USD avg amount

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