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Casino Adrenaline - Been allowed to register and deposit from forbidden country, refund declined


Complaint Info

Disputed casino

Casino Adrenaline
Posted on November 3, 2015

Hi folks. I opened an account with this casino a few weeks ago. I deposited £100. On trying to login today I was locked. I contacted support and asked what was happening. I was told I wasn't allowed to register with this casino, that was it, no other reason.

I spoke with live support and tried to get more info, still nothing. Just that I'm not allowed an account.

Requested ny deposits back and told not they don't do refunds. That was it. Crazy. Please help!!

Posted on October 30, 2015

Dear beaker654,

At the moment you requested your account be closed, your balance was 0€. The closing and locking of account was done at your request after you sent the request. Because of our Privacy Policy we would prefer not to go public with the reason or share publicly our correspondence with you.

Best Regards,
Casino Adrenaline

Posted on October 30, 2015

Dear Casino Adrenaline, please do not lie on this forum. I am more than happy to discuss this publicly as I want people.to see what you are like. I have a gambling addiction and closed an account held on another casino operated by flavidus and made you aware of my addiction.

Despite this you allowed me to open and register an account with your other casino, namely casino adrenaline. You allowed me to deposit £100 and play it. You never closed my account and over a week later I went to login and was told that account has been closed and was given no reason why.

What you have done is let me deposit money and when lost you closed my account and kept deposits despite being aware of my problem. If I had won on casino adrenaline you would have voided winnings due to my problem.

You are working responsible gaming so you win either way. Be honest, and refund deposits on casino adrenaline. I have all emails and correspondence that I am more than willing to make public.

I shall await your reply

Posted on October 30, 2015

Dear @beaker654,

Feel free to provide AskGamblers Complaints Team with all the relevant evidence you got and which might prove your statements.

Posted on November 3, 2015

Based on all the information and facts we got regarding this case, we can confirm the following:

1/ Player has been self excluded from Hello Casino due to a problem gambling.

2/ Player then registered with Casino Adrenaline and deposited 85 GBP. Player then played and lost the funds. Soon after a mail has been sent to Casino Adrenaline where problem gambling was admitted as well as a request for a refund has been claimed.

3/ Casino Adrenaline refused to refund citing the fact that both brands are operated by different companies using different operating license and there's no way for them to know about the active self exclusion agreement between the player and Hello Casino.

Hello Casino and Casino Adrenaline are indeed online brands operated by different companies. Here follow quotes from their own websites regarding casinos ownership:

Hello Casino: "Hello Casino All rights reserved. Hello Casino is a brand managed by Imperium Network Solutions Limited, 415 Linen Hall, 162- 168 Regent Street, London W1B 5TE, UK, for and on behalf of Caddell Limited NV. Caddell Limited NV is regulated by the UK Gambling Commission. License #000-0­387­20-­R-3­194­81-001"

Casino Adrenaline: "This site is operated by Flavidus Limited (Agiou Antoniou 2, Strovolos, 2002 Nicosia, Cyprus) and fully owned by MYEG BV (Emancipate Boulevard 29, Curacao, Netherlands Antiles) License 5536/JAZ ©2015 Netagame"

Based on all the above, we consider player's claim as unjustified as there's no way for Casino Adrenaline to know about any previous active self-exclusion agreements between player and Hello casino.

In case of a disagreement with our final decision, we encourage player to seek further assistance from the relevant licensing authority.

This complaint is now officially closed.