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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 tomas@casino.guru, 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 (jakub.m@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,

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.

Hello Kubo,

Thank you for your efforts in trying to resolve this complaint.

I want to also mention that in case summary disputed amount is written appropriately $16000, but casino has removed $20678.7 to be exact. I have added a screenshot of the exact balance removed from my account.

Additionally, if casino does not resolve this complaint. They should get 3x more black points due to the fact that casino does not have license to operate by any regulatory authority.

It is almost certain that casino will not pay winnings to other potential large winning players. Then players will have nowhere to go and demand justice.

Hi Kubo,

Hi Harry1995,

Hope you are all well and safe,

All No Rules bonuses have a wagering requirement of 1x (deposit + bonus amount), and this rule is clearly stated in our Terms and Conditions:

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

1.20 All No rules bonuses are subject to x1 wagering (Deposit + Bonus).

The bonus remains active until a new action is initiated, such as making a new deposit or starting to play with a new bonus.

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

1.14 Terms of the promotion are in effect until all winnings from the promotion have been withdrawn.

Saying "No Rules" in our promotion emails does not mean that the general rules do not apply during gameplay. The bet amount is automatically enforced while the bonus coupon is active. Once the wagering is completed, the system removes the bonus amount and the coupon, therefore, technically, we are unable to set limits for the maximum bet per hand at that stage.

As already mentioned, we made exceptions for the player on a couple of occasions, as he received information about a $20 maximum bet per hand from the support team. However, when the player increased the bet to C$35, we removed the winnings in accordance with the rules. The player had the opportunity to withdraw C$5,000.00+ in winnings that remained after his last withdrawal, but despite already being informed by the support team about the $20 maximum bet per hand, he decided to continue playing and increased the bet per hand.

In the provided gameplay Excel file, you can see that winnings of C$16,000.00+ were generated with a bet of C$35.

Thank you for your understanding!

Kind Regards

George M****

Casino Adrenaline Management

Hello Kubo,

Hello casino adrenaline,

I am shocked that you have once again changed your reasoning for confiscating my funds.

I have attached the promotional email that i received for this played bonus there was zero information mentioned above the $20 max bet rule.

1.20 All No rules bonuses are subject to x1 wagering (Deposit + Bonus).

Yes, i completed this wagering.

1.14 Terms of the promotion are in effect until all winnings from the promotion have been withdrawn.

Yes, i followed all terms of the promotion.

Minimum deposited 20USD.

1X playthrough deposit + bonus.

No max cashout limit

No restriction on game type

( there was no such term like max bet $20)

No support agent AT ANY TIME informed me of the exception made regarding withdrawal and that max bet is $20.

The first time i was provided with this information was after i had won the $16000 jackpot and when the funds were already confiscated.

On the other hand, your support agent confirmed MANY TIMES after checking my promotional bonus that i can bet any amount after wagering is done. They checked what bonus i used for deposit. They emphasize that i can bet any amount after wagering is done. This js confirmed by many support agents as i have provided evidence.

If you are alleging that i was informed about the $20 max bet rule before i won $16000 jackpot with $35 bet. Please provide evidence to support this. I know you don't have it. Because it is a lie.

Please do not provide false information during this crucial investigation.

Thank you for your participation in the complaint.

Hello Kubo,

To make things more clear and easy to understand for you.

I have attached the latest promotion sent by casino adrenaline on November 30. I did not use this promotion but it clearly shows all the terms in the email. It is much different and contains lot more information than the promotional email i received and used on October 12 for the bonus.

I have attached both promotional email. The one that i participated in to use bonus and the one that i did not use. You will clearly see the difference.

Casino adrenaline must do the right thing immediately and reinstate my full balance of $20678.

Casino must also approve this full amount for withdrawal in ONE transaction. Because my funds were unlawfully confiscated on October 20th.

With my withdrawal limits of $3000 per week, i would have been able to withdraw this full amount by now. It is December 17th. Almost two months of no withdrawal.

I really hope things are made right and justice is delivered.

Thank you

Hello Everyone,

Thank you for your updates, and I also wish you a wonderful holiday season!

Due to the ongoing holidays, we are currently unable to review all submissions with the necessary thoroughness. I would like to kindly request an extension to allow us sufficient time to review everything properly. I will provide the statement once the review is complete.

Thank you very much for your patience and understanding.

Hello Everyone,

Wishing you a Happy New Year 2026!

Dear Casino Adrenaline,

Thank you for additional information.

You stated:

"Once the wagering is completed, the system removes the bonus amount and the coupon, therefore, technically, we are unable to set limits for the maximum bet per hand at that stage."

This statement only further supports the conclusion that the wagering requirements were fully completed and, therefore, the bonus itself was completed. The player adhered to the general bonus terms and respected the maximum bet of €5 (CA$7.50). Despite your claim that the maximum bet for the bonus was $20, this condition was not mentioned anywhere in the bonus terms and was communicated to the player only after the confiscation had already taken place. In any case, this point is irrelevant, as the player was placing bets well below any stated or alleged maximum while the bonus was active.

The log you provided also clearly confirms that the bonus was completed. Therefore, if your system is capable of determining when a player is wagering with an active bonus and when they are not, it should likewise recognize that bonus terms must not be applied to a real-money balance. Applying the maximum bet rule to a balance with no active bonus is, in our view, a highly unfair approach.

The player completed the bonus with a balance of CA$5,333.35, after which the bonus portion was removed (−CA$500), as you mentioned. This resulted in a remaining balance of CA$4,833.35, which the player then continued to play with. The removal of the bonus amount only reinforces our position and clearly demonstrates that there was no remaining bonus balance in the player’s account at that time.

Therefore, I kindly reiterate that, from our perspective, the player’s balance should be reinstated and paid in full, as there is no valid basis for the confiscation.

Thank you for your understanding. I look forward to your response.

Hi Kubo,

Hi Harry1995,

Hope you are well and safe,

Happy holidays, and we wish you all the best in the upcoming year.

The statement I mentioned and referenced here is an explanation of how the system works. We offer bonuses both with and without a maximum cashout limit. Additionally, the Casino has daily and weekly withdrawal limits. In some cases, players wish to continue playing in order to try to earn more money, while in other cases they need to wait until the next day to make another withdrawal (as only one payout is allowed per day) or until the weekly limits reset.

In most cases, players choose to continue playing, which is why there is a rule stating that the bonus rules remain in full effect until a full withdrawal has been completed or a new action is initiated (deposit, play with new bonus).

According to the logs, a system message was displayed confirming that the wagering requirements were completed. No new action was initiated, and the player continued to play with the remaining balance. We showed understanding regarding the previous overbet violations and did not void any winnings the player accumulated after the last withdrawal. However, after the player continued to play with the remaining balance and increased the bet to $C35, the winnings were voided once the next withdrawal request was submitted.

We understand your point of view, but the rules are very clear, visible, and understandable, and the player agreed to them when creating the account.

I would also like to add that we are always open to suggestions and that we listen to both our players and your feedback with full respect. The tolerance shown during the initial overbetting incident demonstrates that we are flexible and understanding, however, there is also a limit to that flexibility.

Thank you for your understanding.

Kind Regards

George M****

Casino Adrenaline Management

Hello everyone,

Happy new year 2026,

It is clearly mentioned that General bonus terms apply only while there is any active bonus. Additionally, many of the casino support AGENTS CONFIRMED that i can bet any amount because wagering were completed. It is VERY DISRESPECTFUL that casino representative is continously ignoring these facts and keep providing irrelevant information.

Regarding the special promotional bonus terms, again i have to say that there was NO RULE FOR MAX BET. I followed all the rules that were mentioned in promotional email until the funds were confiscated.

All the evidence documented to dismiss casino accusations are very strong and compelling. Casino has failed to provide legitimate reason for their actions.

If there is more information required from my side. I kindly request that you let me know.

Thank you

Dear Casino Adrenaline,

Thank you for your response. Could you please provide evidence substantiating your claim that the system message was displayed, along with a visual of this message, by sending it to my email at jakub.m@casino.guru?

Thank you very much for your cooperation.

Hello Kubo,

I hope the new year is going well for you.

I can confirm there was no system warning message after wagering were completed for my bonus.

After wagering completion the bonus was automatically removed.

I went above and beyond to contact customer support to get their permission to increase the bet, you can judge by this how seriously i pay attention to the terms and conditions.

I have been playing with casino for about 1 year. Lost many times and had few small wins. Not a single time i violated the terms and conditions.

This time is no different. The only reason my winnings are confiscated this time because it is large winnings and casino is trying every trick to keep them.

Casino has made many false claims with zero evidence.

I hope you understand my position.

Thank you for your extraordinary work.

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.

Hi Kubo,

Hi Harry1995,

Hope you are all well and safe,

I apologize for the delay in my response, I caught a cold and was unavailable.

When I mentioned message displays in my previous response, I was referring to the message shown in the system gameplay report that I provided to you via email. The reminder message does not exist at Casino Adrenaline, unlike at our sister casinos Extreme and Brango, because Casino Adrenaline operates on a different software provider (Softswiss).

Softswiss works with a large number of game providers, and implementing a reminder message would require involvement and changes from those providers. Unfortunately, our request for a helper/reminder message upgrade was rejected by our software provider. As a result, we are limited to the written rules available on our website and to the fact that players agree to these rules during the sign-up process. We assume that the rules are read, as players must accept them during registration.

Agreeing to the rules at sign-up represents a form of contract between the Casino and the player, which obligates both parties to follow them.

We are always open to suggestions and continuously strive to improve, however, when we face software limitations, there is not much that we can do.

These rules are clearly visible and understandable on our website.

As mentioned previously, we showed understanding and did not intervene during most of the player’s gameplay, even though an overbet violation had occurred. The winnings were removed only when the player began increasing the bet limits beyond the tolerable amount.

Thank you for your understanding.

Kind Regards

George M****

Casino Adrenaline Management

Hello Kubo,

Hello George,

I hope you have recovered from the cold. Your safety is above all else in this complaint process.

Your delay in the response is justified here.

Apart from that, could you please emphasize what overbet violation are you referring to?

As i went through the complaint messages again, i noticed, this allegation has already been proven wrong with evidences provided by me and statement provided by Mr Kubo.

There was in fact no overbet violation according to the written rules on the casino adrenaline website.

It was suggested that my balance should be reinstated and paid in full.

I hope you will come to this understanding and resolve this complaint at your earliest convenience.

Thank you for your cooperation so far and i genuinely hope you are well.

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 cypto currency equivalent. Betting above this limit while a bonus is active will result in promotion winnings been voided and removed.

This is a general bonus term for all and any bonus ONLY WHILE the bonus is active.

I followed this term, WHILE the bonus was ACTIVE.

1.14 Terms of the promotion are in effect until all winnings from the promotion have been withdrawn.

This is a promotional term. For special bonuses sent from time to time via promotional email. Under this bonus there was no such term as max bet $20. I followed all the terms that were mentioned in the email. And i followed them all the way untill casino unjustly confiscated my winnings. I have previously provided screenshot of this received promotion in my email. Even kubo is aware of this.

Finally, casino has breached its own terms and conditions when they confiscated my balance.

Hello Harry1995,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for informing me.

I hope Kubo is enjoying his vacation.

In addition, i have once again attached a screenshot to prove wrong the casino allegation regarding the max bet $20 rule.

1.14 Terms of the promotion are in effect until all winnings from the promotion have been withdrawn.

The promotion screenshot that i used and attached here clearly illustrates that there was NO SUCH TERM AS MAX BET $20 PER HAND.

The promotional email that i received in November which i did not use had a rule of max bet $20.

Dear kubo, now it is crystal clear that my promotion that i used in October had no max bet $20 term. In addition, i was given permission to bet any amount by casino adrenaline support agent. MR GEORGE MOORE HAS NEVER COMMENTED OR EVEN ACKNOWLEDGED THIS FACT.

To conclude, Mr kubo, my kindly request to you is that you please make your final and last satement on this complaint as i cannot continue the arguments. This confiscation of my winnings have impacted my life significantly at home and work. It is not fair for casino to only have win win situation. I never submitted any complaint for casino adrenaline when i lost thousands of hard earned dollars.

There is NO JUSTIFICATION for my confiscated balance of $20678. Therefore the balance should be reinstated right away.

THANK YOU EVERYONE!

Dear Everyone,

Please accept my sincere apologies for the delay in my response due to my recent unavailability.

Dear Casino Adrenaline,

In cases where a casino intends to apply bonus terms even after wagering has been completed and requires players to withdraw their balance before removing bonus constraints, we maintain a consistent approach: the player must be explicitly and timely informed that any further winnings may be voided if they continue playing under the assumption that the bonus has already been completed.

In this particular case, all indicators demonstrated that the bonus was completed — as previously mentioned, this is also confirmed by the provided log. Had the player received a clear notification about the continued application of bonus terms and chosen to ignore it, the responsibility would lie with the player. However, since no such notification was implemented, and while we acknowledge that such measures fall within the platform’s authority, we must reiterate our position.

Given the circumstances, the player should have been free to use the funds transferred from the bonus to the real balance at their discretion, and no bonus rules should have been applied after the wagering was completed.

Therefore, from our perspective, the player’s balance should be reinstated and paid in full, as there is no valid basis for the confiscation.

As this is our third reiteration of this stance, we kindly ask you to confirm whether you maintain your position and continue to consider the confiscation justified.

Thank you.

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.

Hi Kubo,

Hope you are well and safe,

We are committed to resolving this case, and we would like to discuss something before posting our response here. Kubo, could you please check your Teams and review the message I sent you?

Thank you in advance!

Kind Regards

George M****

Casino Adrenaline Manager 

Dear parties,

my name is Martin and I will be taking care of this complaint from now on. Unfortunately, my colleague Kubo is currently unable to continue the mediation process due to health reasons. I have familiarized myself with the complaint and I will do my best to expedite the process.

Dear casino representative,

please send the mentioned message to martin.l@casino.guru