The player from the US had claimed that the casino wrongly accused her of betting over the wagering limit, a claim she disputed after reviewing her betting history. She stated that her balance was presented as a single bonus balance and she had never exceeded the $5 limit. The Complaints Team had asked her to provide her full game history for further investigation. Despite extending the response time by 7 days, the player had failed to respond, which led to the rejection of the complaint. The Complaints Team was unable to proceed with the investigation or provide potential solutions due to the lack of communication from the player.
Casino Adrenaline - Player disputes breach of wagering limits.
Amount: $1,000
Casino Adrenaline
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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10 months ago
Its saying I bet over the wagering limit i went over my history and I did not alex***********051@gmail.com is my email
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10 months ago
Dear shannondeed315,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):
In the interests of fair gaming, the maximum bet allowed to be placed during while any bonus is active is USD/EUR/CAD 5, ZAR 75, 1 mBTC, 0.03 ETH, 0.2 LTC, 4000 DOGE, or 0.05 BCH. Betting above this limit while a bonus is active will result in promotion winnings been voided and removed.
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.
Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.
- Additionally, can you inform me whether your balance is divided into two parts upon activating a promotional offer, or if it is presented as a single "bonus balance"?
- Can you provide details on the specific bonus you activated and utilized?
I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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10 months ago
It was a single bo us bal
ance and it was called grand50 I never went over the $5 limit I have My betting. History
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10 months ago
Hi shannondeed315,
- I understand that your game history shows the last 50 games only, but could you please request your full game history from the casino and forward it to petronela.k@casino.guru?
Thank you.
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10 months ago
Dear shannondeed315,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
