Casino Adrenaline - Player was accused of breaching the maximum allowed bet.

They say I was overbetting. On one game they said I bet 32 dollars, I don't believe them they didn't show me any proof the most I bet was 5 dollars the whole time I played there. They said it was obviously unintentional but I want $25 off that spin but I still don't believe it. I don't have any screenshots of anything all I have is emails between the two of us. I tried to look in my history but it only goes back for 50 spins.

Dear rdeeno39,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

"16 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."

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me the game history you are able to access together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Dear rdeeno39,

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.

Hi Kristina I apologize I didn't know that there was anything to respond to. I understand the max betting rule and understand that it is common practice. I just really honestly don't believe I did it. I haven't been back to that casino since but I will see if I can get a copy of my history from that night.

Thank you very much, rdeeno39, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, rdeeno39,

I am sorry to hear about your unpleasant experience, and sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casino Adrenaline's representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Adrenaline team,

Could you please look at the complainant's issue and provide us with an explanation in more detail?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? Can you share with me the player's complete play history?

Do I understand correctly he allegedly breached the maximum bet amount rule while playing with the bonus in question on July 4, 2023, but the casino informed him that there were no bets made on this date?

In case it was a one-time mistake on the player's side, would the casino be able to deduct the winnings from the exceeded bet and pay out the rest of the disputed amount?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hi Brian, thank you for your help with this situation it would be cool for them to make this right.

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.

Hello,

Hope you are well.

Please note that the player's account and gameplay have been reviewed regarding the decision made by the Casino to void the winnings.

The player has indeed made an overbet of $32.00 with the bonus COOL125. Below you may see the screenshot of the bet in question with the balances visible. Please note that the player's e-mail adddress is partially blacked out to protect the player's privacy. Of course, the full report has been sent both to the player and to Branislav's personal e-mail address.

Casino Adrenaline's Bonus Terms & Conditions state the following: "16 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."

Although the decision to void the winnings is justified, given that the player only made one bet over the limit, the Management has decided to overturn the decision and the reimburse the player's account.

Please note that the bonus amount was deducted from the balance, as the bonus amount serves for wagering purposes only and it is not withdrawable. Also, as the player's original deposit was reimbursed and the player spent it, it has also been deducted from the player's balance as well as the win amount from the $32.00 overbet.

This means that the reimbursed amount totals to $287.87 ($470.00 - $49.82 (Bonus Amount) - $39.86 (Original deposit) - $93.20 (Win amount from the overbet)).

Rdeeno39, you may contact our payments team to finalize your withdrawal should you find this resolution acceptable.

Should you need any additional assistance, please do not hesitate to contact us.

Kind Regards,

Luke Newman

Casino Adrenaline Management

That's acceptable to me!

Great news! Thank you both very much for your replies.

The disputed amount was updated to $287.87.

Dear rdeeno39,

Can you please provide us with an update on the case? Have your account and winnings been restored? If yes, is there any progress? Were you able to contact the relevant department to finalize your withdrawal?

Yes I contacted them and they paid it out to me within about 5 mins. I appreciate the help!

Thank you, rdeeno39, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you very much, Casino Adrenaline team, for your help and cooperation in resolving the matter!

Best regards,

Branislav, Casino.guru