Casino Adrenaline - Player's bonus not added to the deposit.

I was emailed a bonus of RESTART50 from Casino Adrenaline with no play through and minimum deposit of 30 usd. I added the bonus to my deposit and it was not given once i deposited 50. I then spoke to an agent via chat before beginning play. I was told there was nothing that could be done without an explanation until i pressed the issue and was told it had to be a clean deposit without a bonus added. I asked how I would be able to add a bonus with a clean deposit when the email said to enter a bonus code. The agent abruptly ended the chat.

Dear ajchilder,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Adrenaline.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you requested a refund of your deposit or have you decided to play your deposited funds?
• Have you previously deposited in the casino using a bonus code successfully?

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,

Tomas

I used the funds I deposited after getting told I everything by the agent. I have previously used bonus codes and had issues of them not being added in the past. I deposited in the casino only 24 hrs before this deposit and the bonus was not added. I started to play with the funds and realized no bonus was added. Started a chat and the agent said don’t begin play if the bonus is not added next time. Hence, the situation I’m in now. But, I have been playing quite frequently for months and only recently have I been receiving emails from Adrenaline with bonus codes and them not work. I have never had an agent shut the chat down after me questioning what happened. I’ve played 1000s over there and only now am I having issues.

Thanks for the detailed explanation of the situation.

Since you already decided to play your deposited funds, it means the casino won't be able to credit you any bonus funds, as it would not be technically possible.

The advice you received from live chat is what we would advise as well, specifically if the bonus wasn't added yet to your account, don't start your play.

In this situation unfortunately cannot penalize the casino for not giving you a bonus.

Please let me know if there is anything else I might help you with, otherwise the complaint will be closed.

I think i need to clarify, I did not start playing with the funds. I began the chat to inform the casino that the bonus was not added and then went through the chat and was told there is nothing to be done even though I did not begin play.

I was speaking in terms of previously deposited funds in which I did begin play and was told by chat that they couldn't do anything. So the 2nd time this happens I began the chat to inform them the bonus was not added and I did not begin play on the 2nd deposit. The agent then shut the chat down on me after my inquiry about the bonus.

1st deposit w/ no bonus added - i began play with the funds and was told that there was nothing that can be done b/c i began play.

2nd deposit w/ no bonus added - i DID NOT begin play with the funds and initiated a chat and the agent subsequently shut the chat down on me after i asked why the bonus was not added. My attachments should have the chat outlining this as well.

I would like to go ahead and withdraw the complaint at this time.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help.