Casino Adrenaline - Over Delayed Withdrawal

Dear @LuckyStarEdvin,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Hello Luckystaredvin,

We trust that you are well.

Please note that we have reviewed your account to see the reason behind the delay of your withdrawal.
We have established that your withdrawal request was denied due to the fact that you did not leave enough funds on your account for the bonus amount to be removed. As you have played with the RUSH20 bonus, and your deposit was 0.00534711 BTC, the total bonus amount was 0.00106942 BTC.
According to the Terms & Conditions of Casino Adrenaline, the bonus amount serves for wagering purposes only and it cannot be withdrawn.

We hope that the explanation provided is clear and understandable enough. Should you need any additional information, please do not hesitate to contact us.

Kind Regards,
Luke Newman
Casino Adrenaline Management

You talking about different, prior made withdrawal request which was canceled on 3 August 2023 at 08:53 and with which I have no issues.
It was 0.06935000 BTC withdrawal which was canceled and after your casino automatically removed the match bonus of 0.00106942 BTC from my account balance leaving me with 0.06828000 BTC and that’s all fair and correct.

I am complaining about unfairly over delayed withdrawal of 0.06828000 BTC which I made on 3 August 2023 at 08:56. The requested withdrawal amount was already without any bonus amount attached to it as the bonus amount was removed by your casino before I made this withdrawal request.

Below I’m attaching screenshot of withdrawal request I’m complaining about and previously canceled withdrawal about you was talking about and with witch I have no issues.

To the “The AskGamblers Complaint Team”

The total amount of the disputed unfairly over delayed payment was - 68.28 mBTC (0.06828000 BTC)
This withdrawal was requested on 03 AUG 2023, 08:56.

The 20% match bonus of 0.00106942 BTC was already removed by casino prior as you can see from attached screenshot.

Hello luckystaredvin,

We hope that you are well.

Please note that we have reviewed your account and the withdrawal request in question.
As we can see, the withdrawal request was recalled from your side on August 4th. We do see that you have sent an email enquiring about the status of your withdrawal and that you have received a reply from our Payments Team that it was looked into. Given that the withdrawal request was not cancelled from the Casino's side, but from your side, the Casino is not responsible for your actions.
At no point have any of your winnings been removed nor was your request cancelled from the Casino's side.

A withdrawal request may be delayed due to technical issues, blockchain network issues, wallet's technical issues or simply due to a large withdrawal queue. Should any such delay occur, we invite our players to be patient and to communicate with our team for additional information.

Please see the attached screenshot of the withdrawal request in question.

Kind Regards,
Luke Newman
Casino Adrenaline Management

Dear @LuckyStarEdvin,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have canceled your withdrawal. Please note that in case you fail to respond within the given timeframe we will consider your case rejected and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.