Casino Adrenaline - Player's account has been blocked.

I made an account at this casino, I got a bonus of 100 spins, I played and didn't get anything, after that I made a deposit and had a profit, when I tried to pay, they asked me for documents, I sent all my selfies and a document about proof of address... first it was verified the order was successful and when I asked for payment again, the order was blocked and closed... the reason is a similar ip address, so it doesn't say the same ip address anywhere, but a similar ip address.

Dear Cittano,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Do I understand correctly that you accumulated your winnings without a bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

yes, the win was without a bonus, I made a deposit and had a win. As for the IP address, it certainly couldn't be the same. So they illegally took my money.

Thank you very much, Cittano, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Okay thanks for information

How much waiting next answer?

Hello Cittano,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will try to contact the casino to shed more light on this matter.

We would like to invite Casino Adrenaline to join the conversation.

Dear Casino Adrenaline,

Can you please provide supporting evidence of your claims of bonus abuse and potential multiple accounts? If the information can't be shared publicly, please send them to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Cittano,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao eGaming Authority (Curaçao eGaming (curacao-egaming.com)) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

We have reopened this complaint at the casino's request. We will give both sides another chance to resolve this complaint.

Dear Cittano,

I was able to get in touch with a Casino Adrenaline representative and they will look into your case and shed more light on this matter.

Thanks,how much time for waiting?

Now they opened my account again, but they took away the money I got, they just returned my deposit... and the reason is because I broke the bonus rules... I didn't get any profit from the bonus, but from the money I deposited.

Dear Cittano,

I have requested the casino to provide me with an explanation and evidence of their decision.

Dear Cittano and Michal,

Hope you are well.

Please note that your winnings have been voided due to failed account verification. As per the email you have received from our Banking Team, upon a detailed check of your documents and your information, a discrepancy has been noticed.

Namely, your first IP address shows that you were playing from Italy, however, it also shows that you are playing from Serbia, which is a restricted country per our Terms & Conditions. Also, the documents you have provided are Serbian, therefore, we are unfortunately not able to allow you to be a member of the Casino. You may see the screenshots provided. Also, screenshots of the uploaded documents can be provided, however, we do not wish to display personal information here without prior approval.

Additionally, our Fraud & Risk team noticed that the IP address you have used is also shared by several account that used the same no-deposit bonus as you did. The screenshot of some of those players is also provided.

Due to everything mentioned above, the Casino had no other option but to void the winnings made and to refund your deposit.

We hope that the explanation is clear and understandable enough. Please let us know of any additional information is needed.

Kind Regards,

Casino Adrenaline Management

Dear Cittano,

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.

Dear Cittano,

We were waiting for your response to explain the above, but you have failed to do this.

Unfortunately, you have not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

If you run into any issues with this or any other casino in the future, please do not hesitate to contact us.

Best regards,

Michal