Casino Adrenaline - Player was accused of opening multiple accounts.

I win 14 euro from freespins after Wagner i withdraw 470euro and they sey i have multiple account i newer have any.

Dear sebo1990,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Do I understand correctly that the casino confiscated your winnings? Could you please advise if you passed the KYC verification?

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,

Kristina

Yes they confiscated my winnings. I start verification after Wagner bonus winnings but no finisz becose they delete my account. I'm sure I didn't have an account there because I only use one email address. And no one in my family plays online casinos

Thank you very much for your reply, sebo1990. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

We only talk on chat i dont save this conversation. I Ask them for some proof but i dont get any.

Thank you very much, sebo1990, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.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 sebo1990,

I've just reviewed your case and am sorry to hear that you have to deal with such a problem. I'll try my best to help you by contacting the casino.

Dear Casino Adrenaline team, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please share more information regarding the player's case?

I'd very much appreciate it if you are able to send any supporting evidence to my email address tomas.k@casino.guru.

Looking forward to hearing from you.

Kind regards,

Tomas

Hello All,

We trust that you are well and safe.

Please note that the account has been reviewed and we noticed that our Banking Department asked for additional documents in order to complete the verification procedure.

The player was asked to upload a photograph of himself holding his Identification document and a recent utility bill, no older than 3 months.

We kindly ask the player to upload the requested documents so the verification procedure can be completed.

Thank you for your understanding.

Kind Regards,

Casino Adrenaline Management

I have disable account. They dont ask me for anything.

Dear Casino Adrenaline,

Can you please write down an email address where the player should send the requested documents?

Thank you.

Kind regards,

Tomas

Hello Tomas,

Of course.

The player can upload his documents to his account, as it is active again.

Also, the documents can be sent by email to pitboss@casinoadrenaline.com.

Please let us know there were any problems with any of the channels mentioned above.

Kind Regards,

Casino Adrenaline Management

I upload selfie and i dont have any Billa on my name so i upload bank statment

Thank you both for your cooperation.

Dear Casino Adrenaline,

Is it OK for you to accept a bank statement instead of a utility bill?

Anyway, please let us know about the result of the verification.

Kind regards,

Tomas

Hello Tomas,

Hope that you're well.

Yes, a Bank Statement is an acceptable option.

As we can see, the player did upload the requested documents and our Banking Department successfully verified the account.

Given that the verification procedure confirmed that the player did not in fact register multiple accounts, the player's winnings have been reinstated.

Please note that the cashout limit from the bonus is 50EUR. Said amount has been returned and the player may proceed to finalize the withdrawal.

Should any additional information be required, please do not hesitate to contact us.

Kind Regards,

Casino Adrenaline Management

is it normal that i ordered 470e withdrawal if they were to be reduced to 50e?

Thank you, Casino Adrenaline, for the information.

Dear sebo1990,

As per the casino's T&Cs, standard free spin bonus rules apply:

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).

Unless you have played some other free spins bonus where different rules apply.

Can you please clarify what kind of free spins bonus did you take?

Kind regards,

Tomas

never mind trying to withdraw these 50e and they keep canceling the withdrawal. I wrote several times for a reason and got none.

Dear Casino Adrenaline,

Is there any reason why the player's withdrawal request is getting rejected?

Thank you.

Kind regards,

Tomas

you can close my case. Thank you for your help.

Dear sebo1990,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas