Casino Adrenaline - Player's winnings have been confiscated.

I am writing this complaint against casino adrenaline Licensed by Offshore Finance Authority of The State of Anjouan, under The Computer Gaming Licensing Act 007 of 2005.

The casino has illegally removed my funds from my gaming account.

I deposited using a bonus code. bonus terms were 5 EURO max bet per spin while active bonus. I followed this rule untill wagering requirement were completed.

I completed the wagering requirements and had balance of approximately $4000. then I withdrew some funds and cash out was approved.

I continue to play more and I also increased my bet to $35 per spin because bonus was already wagered and I only had real money in account. I also confirmed with their chat support if I can increase the bet. their agent confirmed I can bet any amount when there is no active bonus.(screenshot added)

while betting $35 on slot game I hit bonus feature and won $16000, bringing my total balance to $20678. (screenshot added).

then I requested a withdrawal. casino rejected the withdrawal and removed my entire winnings from my account. they said max bet on their casino website is $20 per spin. but this information is not mentioned anywhere on their website. they have unlawfully removed my funds. I followed all the rules and terms on the casino. if any wager on the casino games violate any term, the system is designed to reject the wager automatically. but in my case both the system and their support agents allowed me to wager any amount because there was no active bonus. it is clearly mentioned on their terms that 5 euro is max bet only while bonus is active.

they are not responding to me anymore. please help me recover my funds. I will greatly appreciate your assistance. I have nowhere to go and reach them.

Thank you for your attention to my case

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Adrenaline.

Please allow me to ask you a few questions so I can better understand the situation.

• Was any bonus added to your account after your first withdrawal request?
• Are you able to log in to your account and check your bonus history? Would you be able to share a screenshot of the information regarding the last bonus you played?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Firstly i want to thank you for your response to my complaint. I appreciate the interest you showing in returning my funds. I have provided the answers to your questions below.

1. No, there was no bonus added after the first withdrawal.

2. I have attached the screenshot of the bonus it clearly says bonus wagering is done.

3. I have also attached a screenshot of the allegation casino had made. It is completely out of the touch since it was not mentioned anywhere that the max bet is $20.

Casino bonus offer that i received in my email clearly say no rules apply to this bonus.

I have also attached a screenshot of my chat. I confirmed with support before i increased my bet.

I have added the bonus wagered screenshot here.

Thanks for your reply and the information provided.

• Have you played with the added 'boost' funds first or with your free spins first?
• Was there any wagering associated with the free spins winnings?

Please let me know.

Hello Tomas,

Thank you for getting back.

I only played with boost funds. I did not play with free spins therefore they were expired.

I have added a screenshot of the expired free spins.

I have added more screenshot here clearly showing that my bonus wagering was done on 12 October 2025 and i won big after that on October 20th.

Dear Harry1995,

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, Kubo ([email protected]). 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,

Tomas

Dear Harry1995,

It’s a pleasure to e-meet you. My name is Kubo, 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 please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Hello Kubo,

Nice to e meet you as well.

I am delighted to see that you guys at casino guru care deeply for online casino players.

It is extremely helpful. In addition i kindly request you prioritize this case due to high value balance.

Also please let me know if you have any questions regarding my complaint.

I thank you a lot for the work you do. It is a great work.

Hi Kubo,

Hi Harry1995,

Hope you are all well and safe,

Thank you for taking the time to share your feedback and login information with us!

After reviewing the player’s account, as well as the correspondence between the player and our support and support management teams, we confirmed that he played with one of our special bonus offers CREEPY100.

Each bonus has its own specific rules, and all bonuses are also subject to the general Terms & Conditions. The player activated the mentioned bonus on October 13th. On the same day, he requested a withdrawal and then continued playing with the remaining winnings. He continued to play over the following period and made additional winnings, along with two more withdrawals, totaling 3,000 CAD (the last one submitted on October 20th).

https://www.casinoadrenaline.com/bonus-terms

1.16 In the interests of fair gaming, the maximum bet allowed to be placed during while any bonus is active is EUR 5 or crypto currency equivalent. Betting above this limit while a bonus is active will result in promotion winnings been voided and removed.

Between the start of bonus play and the last withdrawal, the player placed multiple over limit bets (10 CAD, 20 CAD, etc.). Despite this, we allowed the player to withdraw those winnings as an exception. However, after the last withdrawal, the bet size increased further to 35 CAD per hand, which is significantly above the €5 maximum bet restriction.

Unfortunately, during the fourth withdrawal request from the same gameplay session, our payments management team was required to void all winnings due to a overbet violation.

Please note, we had already approved not just one, but three withdrawals from the same session where over limit bets were also placed, not only after the third withdrawal. Additionally, although the player placed multiple bets of $35 each, and hit a jackpot exceeding $16,000 during one of those bets, we did not remove approximately $5,000 in winnings that were accumulated before the over limit bets of $35 began.

We genuinely wish the outcome could have been different, but the rules were violated, and we had no choice but to void the winnings as per the Terms & Conditions.

For Kubo: All gameplay report and event player report was sent to your personal address.

Thank you for your understanding.

Kind Regards

George M****

Casino Adrenaline Management

Hello kubo,

Hello dear George,

Firstly, thank you for the response to my case.

Secondly, i am little shocked that the reason for my funds confiscation has been changed. but it is also false.

Additionally, WHILE the bonus was active, my bets per each spin did not exceed 5 euro. if you can prove this then i am willing to return all the withdrawal i have received from casino from this bonus.

And MOST IMPORTANTLY, the casino games DO NOT accept wager that violates bonus terms. as soon as you try to place bet more than 5 euro (CAD $7.50) you will automatically and instantly get pop up message that max wager has been reached. Dear kubo kindly request you check it yourself. you can create your own account and try to place more than 5 euro ( CAD $7.50)while bonus is active. it will not be accepted in the game. there is 0% chance at casino adrenaline that you can place more than 5 euro bet while bonus is active.

my wagers were only increased after wagering requirements were met and increase was permitted by both the systems and the support agent.

In regards to withdrawals exception that you mentioned. I can 100% confirm that there was no exception made. all withdrawals were genuine and deserved. In my research about casino adrenaline for last several weeks online, there is not one time i read about exception made by casino adrenaline.

Finally,

Dear George, i have been playing for long time at casino adrenaline. i have always followed ALLL the rules. i have lost many times but never complained about casino adrenaline at any online platform.

Please uphold honesty, integrity and unwavering commitment to righteousness. Please return my winnings.

Hello Kubo

Hello Casino adrenaline

I went above and beyond today to prove my point once again to Mr kubo.

I chatted with casino adrenaline support agent to ask if the system is designed to stop wager over 5 Euro while bonus is active. They confirmed the system is indeed always rejects wager over 5 euro. ( screenshot added) there is no way player can bet 10 CAD or 20CAD while bonus is active. Casino adrenaline's allegations are false and absurd.

Dear kubo, i hope you will make serious note of this how casino adrenaline representative is misleading casino guru investigation and providing false information here.

Dear Casino Adrenaline,

Thank you for your response. However, I must express that the reasoning behind the confiscation of the player’s winnings remains unclear.

According to the available information, the player claimed the bonus on October 13, 2025 at 00:02 by depositing 500 CAD. This bonus carried no wagering requirements other than the standard AML-related 2x deposit playthrough. The player fulfilled this requirement on the same day by placing the wager with Bet ID 405544488 at 00:22 in the amount of 6.00 CAD, thereby reaching the required 1,002 CAD total wagered. This is further supported by the fact that your internal log explicitly shows the bonus had already been wagered at that time.

Additionally, the withdrawal request referenced in your message was submitted at 00:37, which was after the bonus had been fully completed.

While the player was playing with the active bonus, he strictly adhered to the maximum bet rule. Your support team has previously confirmed that the max-bet limit is enforced automatically at the software level whenever a bonus is active. Therefore, the very fact that the player was subsequently able to place higher bets clearly indicates that the bonus was no longer active at that stage.

In light of all these documented facts, we firmly believe that the confiscation of the player's winnings was unjustified, and the full balance should be reinstated.

We appreciate your cooperation and look forward to your response.

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.