Casino Adrenaline - Player's winnings are confiscated after a betting dispute.

Hello.

I play at this casino (adrenaline) and other casinos quite often. I am fully aware of all of the terms and conditions when using bonuses and follow them to an absolute tee. I heavily enquire about any bonus before my deposit with the casino's help agent. Well, I was told, multiple times, that my max bet when using this bonus is $7.50 Cad. When in fact, it is $5. I even expressed this multiple times , as i have used many of their bonuses in the past. But I was insured, $7.50 CAD is my max bet.

I deposited $550 using there code BIG40, which gives me 40% at 20x wagering (10x d +10x b) which I get to keep after completing wagering. So I complete wagering with $ 1600.46 total , never betting more than $7, and they have voided my $1050.46 in winnings. And they are refusing to honor what the chat agent said. and I USUALLY always take a screenshot of the conversation with any chat agent when they say important things like these, but this time I did not. Becasue I double and triple checked. I literally thought they had just changed their max bet and I was pleased. Suprised but please since I had thoroughly checked.

I just spoke to an agent in chat about this, and they said they do not have access to previous conversations which honestly seems like a lie. I bluffed them saying I had key screenshots of the conversation i had with the previous agent, and was requesting if they could send me the entire conversation , but they did not. It's like they do not even care what I was told. I feel absolutely robbed at this point. Because I didnt do anything stupid in fact I took so much time to be careful! and they are still not honoring that!! But I do not have the chat history saved, but it just happened not even 48 hours ago, so someone has to have it. Is there anything that can be done? THankyou.

-Ryan

Dear lordmongovius,

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

Please understand without evidence you were misinformed we can't argue against the casino's explicitly stated max bet: https://www.casinoadrenaline.com/bonus-terms

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.

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

• When did the incident happen?
• Have you made mostly 7 CAD bets during the wagering of the bonus?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Thomas.

I just received an email from them, someone saying "please be patient while we review this matter and we will get back to you as soon as possible" along those lines. So hopefully they will honor what was said. I cannot believe i didnt take a screenshot this time. I enquired and double and triple checked with the agent that indeed the bet was $7.50 and they in fact reassured me every time.

I have requested they send me the chat history. I mean it MUST be saved somehow automatically, no? They do not seem to want to send anything, aren't they obligated to? Im worried someone will delete the chat. Very frustrating. There just has to be some way I can retrieve this chat. I assumed all the chat is saved,

This incident happened today oct 1. 2024, 11:10 am.

I had a mix of bets but yes at least 50% of them were $7.

Thankyou

okay nvm they returned my winnings! They actually looked into it and honored what was said!

Although it took many emails of them ignorantly saying no. And some replies were clearly not even listening to what I said , they just simply copy and pasted the T & c's and replied that way. Terrrible customer service that I seem to encounter alot when dealing with these chats. But they did look and see I was misinformed and they gave it all back! Just a lesson I guess, get screeshots everytime!

I have another question kind of off topic. I am a serious professional bonus hunter. And I really enjoyed the article on bonus hunting written by Jan Kovac. I would love to ask him some questions about that article. Is there any way I can get a hold of him or write him a letter? Or can I pay to request 10 minutes of his time? My email is [removed by casino.guru admin]

Thank you very much , salute to you guys for doing what u do!

Thanks for the update.

To your question: I can recommend his 'about us page' https://casino.guru/team/jan-kovac for contact information or I would encourage you to try posting your questions on our forum.

Kindly let us know whether you decided to request a withdrawal of your winnings and whether your payout was processed without issues.

Dear lordmongovius,

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.

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

The player can reopen this complaint at any time.