Casino Adrenaline - Player's withdrawal request is delayed.

First I claim the bonus and read that this can be used in the country in question, first I try to withdraw 30 euros, but in the live chat it says that 50 euros is the smallest amount that can be withdrawn, then I went to play and won bigger, now it's a different reason

Dear Na1khou,

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

I checked the website and it appears players from Finland are allowed.

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

Did the live chat support explain what they mean by restricted?

have you accumulated your winnings using a bonus, or by participating in a promotion?

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

Yes, I have collected and explained, but as I said earlier in that bonus, it read that it can be used and if I can't, why is it accepted? They just said I'm not entitled and the money was voided. It was a bigger win and they probably didn't accept it because of that.

Could you please share what bonus you activated and played?

Share a screenshot, link, or email of the particular promotion. My email is tomas@casino.guru

Dear Na1khou,

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.

I sent a message by email

Thanks for your reply.

I overlooked the email you sent earlier.

Could you please explain whether there were any rules associated with the promotional email?

I apologize for the inconvenience.

BONUS TERMS

Code: WIN30 | 30 FREE SPINS | 30x the bet

Maximum Withdrawal: $50 | No deposit required

here were the conditions, not even 50 was allowed to be repatriated

Thank you very much, Na1khou, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Dear Na1khou,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Casino Adrenaline's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Casino Adrenaline,

Upon reviewing the casino’s Bonus Terms & Conditions, specifically paragraph 22 of the General Bonus and Promotion Rules, it is evident that Finland is listed as a country ineligible for the no deposit free spins. This restriction was in place both at the time the player claimed the bonus and currently.

However, it is important to note that the player received an invitation to claim this bonus via email and was able to successfully claim it through his account. Since the player has adhered to all the stated bonus rules and the casino itself offered the bonus, we believe he is entitled to their winnings in full, despite the geographical restrictions. The responsibility for offering bonuses rests solely with the casino, and if certain groups of players are not eligible, such offers should not be extended to them in the first place.

Looking forward to your response.

Best Regards,

Kubo

Hi Na1khou,

Hi Kubo,

Hope you are all well and safe,

Upon reviewing the player’s account, we found that the withdrawal request from the free promotion used on 2024-09-19 at 14:22:20 (Casino time) was recalled by the player, and the winnings were removed by the payout manager due to "country restricted for welcome free bonuses." Additionally, the winnings from the previously used free promotion on 2024-09-16 at 12:50:43 were also removed for the same reason.

The reason the player received free promotion offers and was able to use them is that the Casino recently updated its policy regarding Finland players using welcome bonuses, but our software provider has not yet approved the updated rules. We apologize for the misunderstanding and the removal of the winnings. Please understand that the payments manager followed the current rules posted on the site.

The winnings of 50 EUR will be credited back to the player’s account. In order to withdraw the winnings, the player will need to upload documents for account verification.

To verify the account, the player must upload the following:

Proof of Identity (ID, Driver's License, Passport)

Proof of Residence (a utility bill not older than 3 months)

A selfie holding the ID document

Once the player passes the verification process, a verification deposit will be required (minimum 10 EUR) in order to withdraw the winnings.

For the player:

Please do not make any deposit until you receive confirmation that you have passed the account verification process.

Thank you for your understanding, and we apologize for any inconvenience caused!

Kind Regards

George Moore 

Casino Adrenaline Management

After all this, I demanded that I get it for 417 euros

Dear Na1khou,

I’m afraid your request is not in line with the casino’s terms. As outlined in the terms for the no deposit free spins bonus, the maximum amount you can withdraw is $50/€50, and any additional funds beyond this are not eligible for withdrawal.

Have you already submitted your documents and made the required deposit as per the casino’s instructions to proceed with the withdrawal of your winnings?

Yes, but there are other repatriation requests and they were rejected even though I did not violate the terms

Dear Casino Adrenaline,

Are there any updates regarding the player's account? Is it now fully verified, and can he proceed with withdrawing his winnings from the bonus?

Hi Kubo,

Please be informed that the player's account has been fully verified by our Banking department. Additionally, the player has already made the required verification deposit and successfully withdrawn both their winnings and the deposit.

Kind Regards,

George Moore

Casino Adrenaline Management

Dear Casino Adrenaline,

Thank you for this valuable update.

Dear Na1khou,

Could you please confirm whether you successfully received your winnings and completed your withdrawal?

Yes

Dear Na1khou,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo