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 They advertise "instant" withdrawals and I have withdrawn many times with no issue.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

Hello, Maria,

It’s nice to e-meet you, as well, I appreciate your help with this.

Sadly, I have no updates to share on the matter, hopefully they will respond to you. Please let me know if there is anything I can do on my end.

Thank you, Maria, hope to hear from you soon 🙂

Hi cindyMD,

Hi Maria,

Hope you are all well and safe,

According to the Casino rules, mixing funds (actions or promotions) is not allowed because each promotion or action that a player starts playing with has specific rules.

For example, if you are playing with a clean deposit (this action has only one rule: you need to wager the deposit amount 1x before you can withdraw, with a minimum withdrawal of $50), and you combine that action with a Free Spins promotion (winnings from that promotion), which has a maximum cashout limit, this would be considered mixing funds.

That was the case here. The player played with the Free Spins promotion, made some winnings, and stopped playing when she had $5.11 on her balance. Three minutes later, she made a clean deposit of $18.13 and continued playing with a total balance of $23.24.

Two hours later, she made additional winnings and requested a withdrawal of $200. Our Payment Team rejected the withdrawal request due to a violation of the mixing funds rule. However, we also offered an exception payout of $50, as this was the maximum cashout allowed from the Free Spins promotion.

The player did not accept the offer and continued playing with the $50 that the Payment Team had left on her balance, eventually losing it.https://www.casinoadrenaline.com/bonus-terms

1.6. Your Playable Balance amount must be below USD/EUR/AUD/CAD 1 or equivalent amount in Cryptocurrency before you claim any coupon.

1.7. You cannot use a previous Playable Balance on your Member Account to assist in meeting your wagering requirements.

Unfortunately, the rules were violated, and we offered the best possible solution for the player at that moment. 

For Maria: The relevant documents regarding this case have been sent to your personal email.

Thank you for your understanding!

Kind Regards

George Moore

Casino Adrenaline Management

Dear cindyMD,

Thank you for your patience.

We are currently discussing your complaint with our team, as there are still a few aspects that need to be clarified before we can proceed. Once we have completed our internal review, we will get back to you with an update.

We appreciate your understanding.

Dear Maria,

After reading the response from Casino Adrenaline, I wanted to address a few points I take issue with that I hope will factor in your final assessment of my complaint.

1. I did not "combine" or "mix" funds. The free spins promotion was completed. I have screenshots that show the wagering was met. I make a point of completely using any funds from a promo before I deposit and never use a promo code with a deposit. Bitter past experience with their promos has taught me that.
2. The $50 payout was never conveyed to me as such. I was never contacted at all. No explanation was ever extended about any of their actions. I presumed the $50 left in my account was their acknowledgment that they were doing me dirty.
3. Why did they confiscate the remaining funds? They never even mention that.
4. The screenshots I took, which I also sent to you, just prior to attempting to withdraw, clearly show "$0 Locked by Bonus". Were they forwarded/able to view those screenshots? I would like to know how they can explain their position that the funds weren’t withdrawable when their own site states otherwise.

Basically, what I would like for you to take from this, is that I really try to play by and follow the rules. I’m not, by any means, a big gambler, I deposit more than I withdraw, for sure. I don’t like or want to complain, but this just seems very unfair. I would much rather they just say that, for whatever reason, they won’t pay me this piddly amount, than have them make these bs excuses that are contradicted by facts from their own site. It’s insulting. And this is the second time they’ve done this exact same thing to me! Which really frustrates me because I shouldn’t have allowed a second offense, I just really like playing at their casino and wish they would treat players more respectfully. When they won’t even respond to messages sent to their "live" support, they don’t leave a person many options for dispute resolution that don’t involve a third party.

Thank you so much for all of your help with this, I truly appreciate you. I’m sorry for the length of this message, I intended to just write a brief note, you must be thoroughly sick of my complaint, by now 🙂 Looking forward to hearing from you at your convenience.

Kind regards,

Cindy

Dear cindyMD,

we have received email communications from Casino Adrenaline. We are actively working on resolving this case outside the complaint thread.

I will keep you updated.

Thank you!

Dear Casino Adrenaline,

Our team discussed the case internally. We are trying to ensure that the gambling environment is as safe as possible for players.

However, according to our Fair Gambling Codex, once the wagering requirements of a bonus have been completed, any applicable win limit should be applied immediately, and the resulting winnings should be transferred to the player's real money balance. At that point, the bonus should be considered completed, and the associated bonus restrictions should no longer apply.

Our concern is therefore specifically with applying a "mixed funds" rule to winnings for which the wagering requirements had already been completed and which, according to the game log, had been converted into real money. In our view, once all bonus conditions have been fulfilled and the winnings have been transferred to the real money balance, subject to the applicable maximum cashout, they should no longer be subject to bonus-related restrictions.

If, for any reason, this is not possible due to platform or software limitations, there should at minimum be an adequate warning presented to the player at the point wagering is completed (for example, via a pop-up message or notification that the player can acknowledge by clicking "OK" or a similar confirmation). If you have any evidence that the player was properly informed of this rule and the consequences of making a further deposit, please provide it to us for review.

For now, our position remains that the player should be paid the full amount available at the time of withdrawal. If you do not reconsider your decision, the complaint will be closed as unresolved, with a negative effect on the casino's rating.

Thank you for your cooperation,

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.

Dear CindyMD,

I've discussed the issue with the casino, and unfortunately, we have come to the conclusion that we cannot find a solution in this case. As the casino stated, there is nothing that can be done regarding this rule on their side. They apparently do everything they can to inform their players about their rules. However, applying the "mixed funds" rule to winnings that have already been converted into real money does not appear to align with the principles of our Fair Gambling Codex, and there is not much more we can do without the casino’s cooperation.

I will close the complaint as "Unresolved," which will decrease the casino's Safety Index. I understand that this isn't a satisfactory solution to your issue. However, the change in the Safety Index caused by unresolved complaints might encourage the casino to change its approach. If the casino decides to respond or take further action, we will reopen the complaint, and you will be notified by email.

There is also an option for you to lodge a complaint with the regulator via the Anjouan Authority badge on the casino's page.

Please let me know if you need any further assistance regarding the case or if the casino tries to contact you at maria.b@casino.guru.

I am sorry that I could not be of more help.

Best regards,

Maria