Casino Adrenaline - The player's account got blocked.

On 13 Jan 2023, I received my first ever offer for free spins that was accompanied by an additional freeby that allowed my previous free spins to be used as a deposit for it.

I have been a long time depositor at Casino Adrenaline and have always enjoyed my time there. However, when I produced this free play for 30 spins, I waited for the operator Amy Jo to come back and it took over 30 minutes for her to come back and kick me out of Casino Adrenaline without explanation.

This operator is a repeat offender and is known to kick a lot of depositors out of the Casino when they produce emails for free spins. I knew one person who was kicked from the casino who had only just signed up at the casino and was offered 7 days of free spins in a row. On the second day she went to request the free spins, and produced the email for that date and that free spin offer to Amy Jo, and she also was kicked from the Casino and told that she was a multiple offender.

I have to ask how one is a multiple offender when its only their second day there????

I have poured a lot of money into Casino Adrenaline and never had a problem before with them. I was very much looking forward to this special offer and using it .. because I had been there many years and never been given one like it.

I will NEVER refer anyone to Casino Adrenaline ever again. Nor will I pour anymore money into their facility.

Thank you for ruining my ten years with you.

Dear dianewynne,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Casino Adrenaline. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Do I understand it correctly that your account got closed? When was the last time you deposited or processed a withdrawal there? I will be waiting for your reply patiently.

Best regards,

Nick

Hi Nick,

Thanks for your response.

Technically, I don't appear to be blocked because..... When I realized that this was exactly the same way that other players had been treated and the Operator Amy Jo (the same rep) had closed my chat, I immediately turned on my vpn and re-entered the casino and requested to speak to a supervisor.

I wanted to nip this in the bud before I did get blocked from the casino. I am hesitant to join and speak with anyone there unless my vpn is up and running. I have not violated any rules and simply showed the Operator the email I received. Truthfully, it irks me because I will not get to use that special email I received because it will expire before I can - if - it already isn't expired.

I know that in the case of a new person to a casino, the reps might feel that if the new player wins and hasn't made a deposit that it isn't right to pay out to the customer. I am neither new and I have heavily deposited to the casino in the past.

So, when I requested to speak to a supervisor I was told to send my complaint via email to the pit boss which I did. I was as polite as I could be when addressing the issue.

I feel that it isn't going to be handled properly because this has happened in exactly the same manner to other players and the moment that they address the issue with other reps, then they are banned.

I very much like to play in Casino Adrenaline and have been there many years and would hate for things to end like this.

Diana

Hello dianewynne,

Could you please forward all the communication between you and the casino to nikolas.b@casino.guru?

Dear dianewynne,

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 Nick,

An update to your request.

Casino Adrenaline did contact and allow me to go ahead and play this particular bonus that I was offered. They are apparently taking it to heart and have also rigorously sprinkled my email with the same bonus every night since then.

I have not taken any other bonuses to play. I just simply wanted to enjoy the one that they gave me without too much fuss!

Thank you

Diana

Thank you dianewynne for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick