Casino Adrenaline - Player's bonus is confiscated.

Made a dépit using promo i got by email. Web i chat asked if I'm available yes

No wagering promo etc

I'm ok make 30 deposit whit 75 bonus no wagering no rule

They removed from my account after a few spin telling me I did my wagering ( no rule no wager)

And thus is rhet rule

What the point to use

Sounds like scamming yo.me to lure people into a deposit

Dear player,

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.

Could you please explain in more detail what happened with your bonus and deposit?

Did you deposit €30 but only receive €22 in bonus or funds on your account?

Could you please share your communication with the casino regarding the bonus? Send emails or chat transcripts to my email at [email protected], 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.

Best regards,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

They gave me the 22 dollars but its a no wager bonus so after 22 spin a 1 $ the remove it saying i hit the wagering lol on a no wagering bonus so.for me sound like a scam because they lure you to deposit 30$ but take it off after 22$ is bet so doesn't leave you whit anything and i send to the email all conversation screenshot

Dear player, could you please kindly send us the full communication you had with the casino? It’s difficult to fully understand the situation based on your current explanation, and the screenshots or chat transcripts will help us get a clearer picture of what happened.

Send them already

Dear player, I would like to inform you that I haven’t received any email from you yet.

Please make sure you send the full communication with the casino, including screenshots or chat transcripts, to: [email protected].

Without these details, I won’t be able to properly assess your case and move forward.

Send again yesterday dont understand why you not getting them

Dear player, I would like to kindly ask for one more important piece of information. To properly investigate your case, we need to verify whether the bonus you received was actually lost during play or if the casino applied a win cap and removed part of your winnings — even though, according to their own rules, such a cap should not apply in your situation.

To clarify this, please request your game history from the casino in Excel format and share it with us.

Once we receive and analyze that file, we will be able to clearly see what happened to your balance, and whether your bonus or winnings were removed unfairly.

Thank you very much for your cooperation, and I hope we can help resolve this issue soon.

Dont have access no more only 50 last transaction weird but as soon I play the amount of the no wager bonus they remove the amount of the bonus saying i it the wager bit it's a ni wager bonus dint understand it's like they lure people to deposit

Dear player, could you please let me know if you have requested your full game history in Excel format from the casino?

Just made the request by email waiting for they answer

I send you by email they answer that its not possible to get my game history

Dear player, in the email you sent, I can only see your message, and there’s no reply from the casino.

Could you please forward both your original request for the game history and their response?

Dear player,

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.

Just send screenshot of my original question and they response

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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 there,

Thank you Stephinsane for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino Adrenaline for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Dear Stephinsane, the casino has contacted me regarding your complaint. The casino representative explained that this is a sticky bonus, which means the bonus amount itself can never be withdrawn and serves for play only. While the bonus itself has no wagering requirements, the deposit must be wagered at least once in accordance with AML regulations. The casino has offered a free chip (C$50) for the misinterpreted rule in the banner, as compensation for the inconvenience. Let me know if this would be a satisfactory resolution to your issue.

I no it can't be wildraw bur they took it out after the wager should be able to play whit it .

But thank for the nice job again bur dont see tge chip in my account or the bonus section for now

Sorry for my spelling

Yes i know i can't wildraw the bonus bot get retired after wagering and dont be able to play whit it to win is not fair

Yes il accept a chip of 50 but is it available to wager and win a amount just to be sure hahaja

Thank again for your time

Dear Stephinsane, the casino has clarified that the bonus is available to win, with a maximum win amount. The casino has also told me you have used the bonus, so I will consider your issue to be resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter