Casino Adrenaline - Player's winnings have been reduced.

I have deposited and played at Adrenaline for a couple of weeks. They recently send me a coupon via email for 75 free spins, which I activated and used. Was able to win roughly 1.5mBTC. The wagering requirements werd around 30x the free spin bonus winnings, so I ended up with around 35mBTC wager requirement. During this time I played several different slots, and won a few jackpots. I looked at my account when I was around about 0.5 mBTC away from being able to cash out. My balance at the time was around 42 mBTC (around $700 usd).

I went back into the games to wager the last of the requirement, and the second I did, my account balance dropped by 40mBTC.

Ok, wtf.

Great, so I'm assuming there is some max withdraw cap. Makes sense, there usually are. However, the max withdraw cap on free spins is .005, or 5mBTC. So the amount they took out was way too high regardless.

The site doesn't allow you to see your balance history, and only logs the last 50 spins.

I tried calling the number, it took me to a recording in a different language that just repeated over and over. Fine, live chat.

Well the link there doesn't work either.

Go figure.

So I figured I would just withdraw the measly 1.7mBTC they left in my account.

Low and behold, the minimum withdraw is over 2.5mBTC.

Wait a second.

Something is definitely not adding up.

Dear TBdiv,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus Terms and I found this:

„You may withdraw a minimum of USD/EUR/CAD 20, ZAR 300, or 0.002 BTC or 0.5 LTC or 0.1 ETH or 0.07 BCH in Cryptocurrency and a maximum of USD/EUR/AUD/CAD 50, ZAR 750, or 0.005 BTC or 1 LTC or 0.3 ETH or 0.2 BCH in Cryptocurrency (amount not specified due to constant fluctuation of individual coin price)."

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Also, please forward me the email with the bonus offer you received.

Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

thank you for your time.

I forwarded the email I sent.

Could you please also check into their communication options? One of the reasons this casino has such high marks here is their live chat option and phone number. However, neither of those options work. Please look into this and change their review accordingly. I vetted them here before using the site, and probably wouldn't have ever deposited with them if I knew they had such limited communication options.

I got an email back from them stating that after hitting wager requirements, the ineligible withdrawable amount was removed from the account but that I continued playing and now am not at $50 minimum to withdraw.

I spun once on a low bet.

According to their own rules, the minimum and maximum withdraw has some room between them, so a single low bet spin should not have effected that.

I'm also not sure where "$50" comes from, because I'm a crypto player and depositor, and it definitely says clear as day ".005BTC".

I asked for them to provide the account balance history showing when the balance was reduced.

We will see how that goes.

We have now had further correspondence, and they said that there was a system error and apologized, but I'm still trying to figure out why more funds were removed from my account leaving me with well under the bonus term max withdraw.

I will post again when hearing back.

They are flat out lying and deflecting now. I have forwarded all correspondence. I will post all emails here so it shows up in this complaint, and people who are vetting this site can come to their own conclusions.

Thank you for your reply, TBdiv. Could you please advise how much money is currently in your casino account? How much money was refunded after the casino reviewed the system error?

Currently there is 2.98354mBTC.

It was originally reduced to around 1.79mBTC from around 42mBTC

After the "system error", they put in just enough to hit the lower withdraw limit. However, I've been asking them to send me where it says this is the amount for these free spins. In their own general free spin T&C, it clearly says 5mBTC.

They haven't gotten back to me, and I forwarded all of our correspondence to you.

Thank you very much, TBdiv, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.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.  

Hi TBdiv,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear TBdiv,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef