On May 26 I registered and took the signup bonus at Casino Adrenaline. I managed to have a huge win on Piggy Riches - more than 4500€ during free spins, more than great with just a 5€ bet.
After meeting the bonus rollover I ended up cashing out 4901€.
On May 30 I was asked to send some docs, which I did the very same day, and one day after I got an email that in order to complete the verification a Neteller screenshot would be required, which I also sent the very same day.
Later that day I logged in as I wanted to take another shot and play some more,
I was shocked when I saw my balance: 150€ instead of 4901€. I headed to live chat and was told that my winnings had been removed by decision of the manager, for further info I should write an email to the cashier.
I did that, but they didn't reply. I sent a follow-up two days later but still they remained silent.
I have no idea what happened - the only thing I'm sure of is that I'm not in breach of any terms, as I have been playing in online casinos for many years and I'm more than familiar that you need to read the terms thoroughly etc,
I moved to a new home in April so I didn't have any paper bill yet for the verification yet and sent an electronic bill from my landline/DSL provider plus a registration confirmation issued by the city administration. I also told them if it was not sufficient I could send a bank statement which would have been delivered to me by snail mail just after a couple of days as it is always issued at the start of every month.
I can just guesstimate due to lack of any communication from the casino that it's a verification issue, as the winnings had not been removed after they occured but only after sending my documents.
I already told them that they should tell me if the documentation sent in would not be sufficient so I'd be happy to send my bank statement later.
I really hope askgamblers are able to help me out here.