Casino Adrenaline - Player claims that payment has been delayed.

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Dear cindyMD,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Karla,

I’m so if I wasn’t very clear in my initial complaint, I will try to explain the situation a little better.

My withdrawal request isn’t pending approval, it was outright rejected within a minute of submission. They advertise "instant" withdrawals and I have withdrawn many times with no issue. In fact, I have only had one other instance of not being able to withdraw my winnings and it was almost identical to this time. The difference being that this time they left me $50 in my account and confiscated the rest. Last time they confiscated my withdrawal request plus the balance in my account. Both times I’ve been unable to get a response after repeated emails.

I guess I can wait 2 weeks, but I don’t see what the point of that is? Either way, I truly appreciate any help at all! Thank you!

Best Regards,

cindyMD

Dear cindyMD,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

I’m doing well, thank you for asking. Unfortunately I have not received my withdrawal, nor have I received any response to multiple messages I’ve sent. I’m sure they will just not respond, the same as last time. I’m hopeful, though, and thankful that someone who knows what they’re doing is helping me. Fingers crossed 🙂 Please let me know if you need more information. Thank you, so much!

Dear cindyMD, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Dear Karla,

Thank you for getting back to me, I hope you are doing well.

I’ll answer your questions in order:

1. I’ve withdrawn many, many times. I believe around 30 times.
2. I’m assuming I’ve passed KYC verification, based on the number of withdrawals I’ve made.
3. There was no active bonus (screenshots attached).
4. I only played slots, no other games.
5. I’ve had no communications at all with anyone from Casino Adrenaline. As near as I can tell, they no longer have Live Chat. I’ve attached a screenshot of the message I sent them.

A brief description of the attached screenshots:

1. Account balance before withdrawal attempt, showing $0 locked by bonus.
2. My bonus history showing the last bonus on June 30 was completed and wagering satisfied.
3. The message I sent to support.

I hope I got everything for you, if not please let me know. Thank you for your time and help with this, I appreciate you so much!

Dear cindyMD,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Maria, (maria.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Karla,

Thank you so much for helping me with the initial stage of my complaint, I truly appreciate your time and expertise on my behalf.

Best regards,

cindy

Dear cindyMD,

It’s a pleasure to e-meet you. My name is Maria, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Casino Adrenaline to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Casino Adrenaline,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons for the player's withdrawal being rejected and the disappearance of the player's balance of $181.24.

Thank you in advance for your cooperation and prompt response.

Best regards,

Maria