Casino Adrenaline - Player's winnings have been confiscated.

Silver

Mexico

Public

2 months ago

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Translation

I registered, and at no point did it mention any restrictions for players from Mexico. I played my welcome bonus, met the rollover requirements, and exceeded the minimum amount. I decided to withdraw my winnings, but my attempts kept bouncing back to my account until I contacted support. Suddenly, they deleted my balance and told me that players from my country don't qualify for withdrawals. I sent emails to numerous support representatives, and they told me not to play at this casino; they are online thieves. Why are they linked to other casinos involved in this fraudulent operation? file

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Public

Casino Analyst & Complaint Specialist

Public

2 months ago

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.

Public

Casino Analyst & Complaint Specialist

Public

2 months ago

Dear Yoshi2345,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue with the casino.

To better understand your situation and assist you effectively, could you please provide us with some additional details:

When did you register at the casino and was at that time Mexico available as a country of residence?
Do you have a copy of the original terms and conditions, particularly the version that included the initial list of restricted countries?
Could you please confirm that you did not use a VPN or any similar tool to bypass location restrictions?

Once we have this information, we’ll be in a better position to assess your case and determine how we can help.

I hope we’ll be able to assist you in resolving this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Edited by a Casino Guru admin

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Silver

Mexico

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2 months ago

Original

Translation

I hope you're having a good day.

I greet you initially and thank you for your prompt response.

I was going to drop this matter and say, "I'VE ALREADY BEEN BLATANTLY ROBBED," but seeing that you're supporting me in continuing with my complaint, I demand that the casino in question be transparent with its records. The fine print in its terms and conditions is unprofessional. You have them listed with high security ratings, online protocols, etc. But if a user doesn't speak up, they'll damage your reputation. So I demand that you return my winnings and my cryptocurrency deposit.

I initially registered on April 24th, with legal documentation from my country without any blocks. That answers question three. I know it's a VPN, but I'm too lazy to think about all the things people do to commit illegal acts, so I don't do that. If my country isn't included in their registry, why do they let people waste time trying to make money? Why do they keep those winnings, making even more money? Why didn't they block me from the start? Other casinos do that.

The terms and conditions don't say that Mexico is restricted; I didn't actually read that part completely, but the point is that they should have been clear. They need to improve the system at their casino to send notification messages during registration. Using the postal code is a way for their software to send those notifications.

When I made my deposit and saw that the wallet charged a commission, the minimum amount didn't arrive in my casino account. I asked them for the amount back and they told me there was nothing to be done and that I should speak to them in English if I wanted to continue with their support.

What else do they need, emails, links?

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Public

Silver

Mexico

Public

1 month ago

Original

Translation

I hope you're having a good day. I'm just writing to inquire whether you've received any response to my request. I'm still waiting to have faith in your resolution, as I felt discriminated against and completely lacked any human support from this casino. If you have any issues with my nationality, you should have addressed that during the registration process. However, my deposited money has still not been returned to my account, and due to the indifferent and discriminatory treatment, I want to receive the winnings from my bonus, which I worked hard to obtain.

That is why I am contacting your team so that the casino takes responsibility and offers me an apology.

I hope that their work as intermediaries will bring the casino's high level of service to a reasonable level and prevent any inconsistencies.

As with every human being who has given me their sincere support, I thank you for the time you have taken to follow up on my case.

Despite the distance, let's make this world free of inequalities.

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Casino Analyst & Complaint Specialist

Public

1 month ago

Thank you for your reply and for providing the previous details, Yoshi2345.

Have you received any official notifications or warnings from the casino regarding restrictions for players from Mexico during the registration process?
Could you provide me with the link of the Bonus granted?
Can you provide details of your communication with customer support, including dates and responses? You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

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Silver

Mexico

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1 month ago

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Translation

Good afternoon, I am eager to respond because I am interested in having a resolution.

My first impression shows the invitation email to claim the 150 spins registration bonus. This was after my details were completed with a Mexican address. If there was a restriction for users from my country, the casino should have made that clear from that point on.

Nowhere in that promotion do they say that my region is excluded.

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Silver

Mexico

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1 month ago

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After my bonus was completed, they only asked me to upload my selfie with my government ID in hand; the other documents, according to them, had already been verified.

Then I requested the withdrawal and they even sent me the withdrawal confirmation to my email.

Then the rejections started. I tried several times, and that's when I contacted them via live chat. They asked me to try a $50 withdrawal, but I had already generated more profits and wanted to withdraw everything. Then they blocked my balance, saying I was from Mexico and there was no support for my region. That's when I made a deposit, and now they have my real money held, or rather, in their wallet.

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Silver

Mexico

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1 month ago

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Translation

Good afternoon, I am still waiting for your response; four days have passed and I have not received any reply.

As I mentioned, the casino has the resources to implement automated software to filter registration processes, for example, by displaying pop-up windows with important warnings, like the one I experienced. For instance, if the registration is from a non-participating country, this can be achieved through computer programming. In my case, they allowed me to register, sent me an email with a link to participate in the welcome bonus, and even sent me a withdrawal link confirming my e-wallet account. In the end, they reversed my transaction, claiming I hadn't read the terms and conditions. The casino can't generate money and then take it away; that's considered money laundering. I'm consulting with the cyber police portal in my country, and this reflects poorly on them, as they have a high security rating.

Here are some examples of casinos that do a good job blocking user registrations, preventing them from participating on their sites. Adrenaline Casino earns in EUROS by not updating its website.

These two portals, which I also selected from their lists of options, blocked me at first; as such, I accepted it and continue looking for alternatives.

I am still demanding my bonus with its generated profits and my deposit, for which I also sent you a screenshot.

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Silver

Mexico

Public

1 month ago

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Translation

Please explain this to me; it's causing me more frustration and negative thoughts about your assignments.

file

I found this in their filter, which is why I felt more confident playing on the casino site; these are filters within their lists!

I have even more reason to receive my bonus with its generated profits; they can't leave me with undervalued scrap just because I'm from Mexico.

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Silver

Mexico

Public

1 month ago

Original

Translation

Good afternoon to whoever is following up on my case.

My username on your platform is Yoshi2345, registered with the same email address. yoshihironova@gmail.com and wrote this email to follow up on my complaint made on your platform against the ADRENALINE CASINO.

I am concerned about your lack of response in my case. There are only three days left to receive your answer. I hope to reach a positive outcome regarding my situation, as I am very dissatisfied and have sufficient evidence that my actions do not warrant the cancellation of my complaint. Below is a brief summary of my case.

When I decided to spend money on online casino sites, I made sure that the money I was going to spend was on reliable sites. That's when I found your platform, which has very good reviews. I didn't think twice and started making my list of reliable casinos, always reading the options that best suited my taste and possibilities.

When I saw CASINO ADRENALINE, I checked if my user account in Mexico was playing, since other casinos flagged it from the start of registration or IP address with pop-up windows warning of a block for inactivity, but this wasn't the case with Adrenaline. Their guru lists also describe this, and I've already included a screenshot; I'm also leaving the images here.

After registering at Adrenaline, I received an email informing me that I could claim my registration bonus. I completed my verification and claimed the bonus, winning $7.4 USD. Next, I completed the rollover requirement, earning $276 USD. I've also heard that when a casino gives you a bonus and you meet the requirements, the rest is forfeited. However, I continued playing with my Adrenaline bonus, which is why I won the $276 USD. When my balance started to decrease, I decided to withdraw. When I tried to make the withdrawal, the problems began. My registration only required a selfie with my ID in hand. I submitted it, and they guided me through the process via online chat with their support team.

After I sent my photo, I made another attempt and it was also rejected. That's when they told me I could only withdraw $50 USD and that the rest would be deleted. I told them I would continue playing with that balance until I reached the final amount mentioned earlier. Then they told me to try making a deposit, which I did, with one bitcoin. Unfortunately, the digital currency wallet charged a commission and didn't allow the deposit to be processed in full. I notified Adrenaline support, and they told me—I almost understood—that because I was foolish, I couldn't recover that money and they couldn't do anything about it. As for my bonus, they said that because I was a user from Mexico, there was no service, leaving my balance gone and my deposit unreliable.

A casino shouldn't treat its users that way. They treated me badly, and I think they have enough money to create an interface on their website to filter and block users, instead of leaving it in the fine print of the contract.

Because they wasted my time and money, in my opinion they are engaging in money laundering, and that is a crime. You have them at a high level of security, and I wouldn't like to think that you give them money to leave users frustrated.

I hope I don't get that impression of your service. Because my money matters to me, I'm following up on my case.

He left images for verification.

Thank you for your attention.

Greetings

Buenas tardes quien este dando seguimiento a mi caso.

Mi usuario en su plataforma es Yoshi2345 con registro del mismo correo yoshihironova@gmail.com y redactó este correo para seguimiento de mi queja hecha en su plataforma en contra del CASINO ADRENALINE.

Estoy preocupado por su ausencia de respuesta en mi caso, ya sólo quedan tres días para recibir su respuesta, espero llegar a buenos términos con mi situación ya que estoy muy inconforme y tengo las pruebas suficientes de que mis actos no conllevan a la cancelación de mi queja, en seguida les dejo el resumen bastó de mi caso.

Cuando decidí hacer gasto Monetario en portales de casinos online me obligue a que el dinero que iba a gastar iba a ser en portales confiables fue cuando encontré su plataforma que tiene muy buenas reseñas, no lo pensé dos veces y fui haciendo mi lista de casinos confiables, siempre leyendo las opciones que más me acomodan a mi gusto y posibilidades.

Cuando vi a CASINO ADRENALINE, recibe si mi cuenta de usuario en México jugaba, ya que otros casinos desde un inicio del registro o de la dirección IP lo marcaban con ventanas emergentes dando el aviso de bloqueo por no participar, y en adrenaline no fue el caso y en sus listas de guru también describen esa parte ya se los deje en un impresión de pantalla, igualmente les dejo las imágenes aquí.

Después de hacer mi registro en adrenaline me llego el correo de que podía hacer mi bono por registro, termine mi verificación y realice mi bono ganando $7, 4 USD, a lo siguiente hice rñ rollover ganando $276 USD, también tengo experiencia de que cuando un casino te da ese bono y lo cumples el resto se elimina, pero yo segui jugando con mi bono en adrenaline po eso gane los $276 USD, cuando mi balance iba bajando fue cuando decidi retirarme, queriendo hacer mi retiro empezaron los detalles, cuando en mi registro sólo faltaba la foto selfie con id en mano, lo hice y eso fue orientado en chat online con su soporte.

Después de que mande mi foto, hice otro intento y también me lo rechazó, fue cuando ellos me dijeron que sólo podía retirar $50 USD que lo demás se me eliminaría, fue cuando les dije que yo segui jugando con ese mis balance hasta llegar a ganar el monto final ya dicho anteriormente, entonces me dijeron que intentará con un depósito y lo realice, de un bitcoin, lamentablemente la cartera de moneda Digital se cobró Comisión y no dejó que el depósito llegará completo, y les di ese aviso al soporte de adrenaline y me dijeron casi entendí que por tonto ese dinero ya no lo podía recuperar y ellos ya no podían hacer nada y en cuanto a mi bono que por ser usuario de México no había servicio, desapareciendo mi balance y dejándome sin apoyo con mi depósito.

Un casino no debe tener ese tipo de tratos con los usuarios, me trataron mal y yo creo que tienen la economía bastante para hacer una interfaz en su portal para hacer filtros de bloqueó de usuarios no dejarlo en las letras chiquitas del contrato.

Porque hicieron perder mi tiempo y generar dinero a mi parecer ejercen lavado de dinero y eso es un delito, ustedes los tienen en un alto nivel de seguridad, y no me gustaría pensar que les dan un tipo de dinero para dejar frustrados a los usuarios.

Espero no tener ese concepto de su servicio. Poque mi dinero me importa le doy seguimiento a mi caso.

Dejó imágenes para su verificación.

Sin más agradezco su atención.

Saludos

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Public

Casino Analyst & Complaint Specialist

Public

1 month ago

Dear Yoshi2345,

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 Mirka (miroslava.d@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.

Please also note that this is not a live chat, so there is no need to repeatedly ask for updates or intervention. We currently have hundreds of active complaints, and although we always do our best, it is not possible to respond immediately to all messages. We have up to 7 days to respond to each complaint and always get back to users as soon as possible. We kindly ask for your patience and understanding.

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

Kind regards,

Petra

Public

Casino Analyst & Complaint Specialist

Public

1 month ago

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casino Adrenaline representative to join this conversation.

Dear Casino Adrenaline,

Could you please provide clarification regarding this case?

Thank you in advance.

Public

Silver

Mexico

Public

1 month ago

Original

Translation

Casino Guru, please excuse the pressure, but I was anxious because your response was only a few hours away. I appreciate your attention and understand that you follow up with many users; your work is monumental. Congratulations on meeting user expectations.

Now, regarding the Casino Adrenaline assistant, I ask for your understanding regarding my complaint, but I must emphasize that I did not commit any infraction. The history of my detailed complaint is in the editorial thread. I have provided screenshots from my mobile phone demonstrating that everything I have done is truthful.

When I started playing on these sites, I encountered illegal casinos in my country, resulting in my money being stolen. With no way to recover it, I set out to find platforms that offered security, which is how I came across Casino Guru. I can confirm that I've had satisfactory winnings within their listings. I'm aware of the limitations some casinos impose, such as country restrictions. Each site's software must be programmed efficiently for all users; I have screenshots as proof of this. That's why I carefully read each option detailed in Guru's comments about each casino. When I came across Casino Adrenaline, I checked if Mexico was eligible for a bonus, as they listed four types of bonuses (screenshot as proof). Confident, I entered their site, registered, and they verified my account via email and sent me confirmation of receiving free spins upon registration (screenshot as proof). I completed the verification process and started my free spins round, averaging $7.24 USD. I completed the required rollover, reaching... The $50 USD rollover limit was reached, but I continued betting that winnings until I reached $263 USD (screenshot as proof). I decided to withdraw my balance, and that's when the problems started. I requested live chat support, and they told me they only needed my ID with a selfie. I sent it, and they confirmed it. Then they told me I could only withdraw $50 USD, and I explained that I had decided to keep betting that money. They recommended I make a minimum deposit, which I did (screenshot as proof). However, the wallet that processed the transaction charged a commission, and the full minimum amount didn't arrive. When I requested chat support, they told me the issue was with the exchange application. I contacted the application, and they told me that the amount had already arrived in their account and that only they could return the money. I checked the payment link, and it was correct; the status was delivered (screenshot as proof). When I returned to the chat, they told me, in simple terms, that because I was foolish, the money would stay there, and they weren't going to do anything because... They support that, and that I should read the fine print of the terms and conditions carefully since users from my country are not entitled to it and they took away my balance.

Why, if they have restrictions for some users who verify with a postal code from a certain region, don't they block them from the start? They wasted my time, I generated money for their wallet, and they still keep my deposit. The owner of the portal must have the resources to design software with that kind of interface—more efficient, with more users who know where to play and where not to. They spoke to me rudely, telling me not to speak Spanish because they were English. They treated me like a fool and then ignored me. I never lie; you have the chat history, and I have it too, in case you want to edit it. I was downloading everything; I have it one by one. I even asked them, "Are you threatening me?" And that's when they blocked my balance.

I require my bonus with its generated profits and my deposit.

Don't tell me that your terms and conditions say so; you, Adrenaline, have enough money to create smoother casino websites with pop-up windows displaying important notices like that, not leave it in the fine print of the contract.

1000% dissatisfied.

I require my balance as indicated and my deposit!

Disculpen Casino Guru por la presión, pero es que me estaba angustiado por el hecho de que su respuesta en espera ya sólo era de unas horas, agradezco su atención y comprendo el hecho de que le dan el seguimiento a muchos usuarios, su labor es monumental, felicidades por cumplir buenas expectativas al usuario.

Ahora con respecto al asistente de Casino Adrenaline, le pido su comprensión hacia mi demanda pero debo destacar que no incumpli con ninguna falta el historial de mi queja detallada esta en el hilo de la redacción. Demostrando con impresiones de pantalla de mi móvil que cada acto de mi persona dice la verdad.

Cuando empeze a jugar en estos portales, me encontré con casinos fuera de ley por mi país, teniendo robo de mi efectivo, sin modo de recuperar me di a la tarea de encontrar plataformas que me dieran esas seguridad, así fue que llegue a Casino Guru, puedo constatar que dentro de sus listas me he llevado ganancias satisfactorias, de antemano se que límites me dan algunos casinos, por ejemplo las restricciones por país, el software de cada portal debe se programado eficiente para todos los usuarios, tengo prueba de este hecho en impresión de pantalla, por eso leeo detalladamente cada opción que desglosan los comentarios que da Guro al respecto de cada casino, cuando llegue a Casino Adrenaline desglose si México tiene derecho a bono el cuando detalla 4 tipos de bonos (la prueba esta en impresión de pantalla), confiado entre a su portal, me registre y por medio de correo me verificaron y me mandaron acreditación de recibir giros gratis por registro (la prueba esta en impresión de pantalla), me termine de verificar y empecé mi ronda de giros gratis, teniendo una ganancia de 7.24 USD promedio, realice el rollover indicado llegando a los 50 USD que tenían de término del rollover, pero yo continúe apostando esa ganancia hasta llegar a ganar 263 USD (la prueba esta en impresión de pantalla), decido retirar mi balance y empezaron los problemas, pido asistencia en chat live y me dijeron que sólo faltaba mi ID CON SELFIE, lo mando y me confirman, cuando me dicen que sólo podía 50 USD y les explicó que mi decisión fue seguir apostado ese dinero, a lo cual me recomendaron hacer un depósito mínimo el cual efectue, (la prueba esta en impresión de pantalla),pero la Waller que me hizo la transacción se cobró Comisión y no llegó el mínimo completo, cuando pido la asistencia en el chat, me dijeron que el tema era con la aplicación de cambio, hablo con la aplicación y me dijeron que ese monto ya había llegado a su cuenta que ese dinero sólo lo podían regresar ustedes, veo el link del pago y era correcto status entregado, (la prueba esta en impresión de pantalla),cuando regresó hablar al chat me dijeron, en palabras para entender de manera que me decían que por tonto ese dinero se quedaba hay y que ellos no iban hacer nada porque no dan soporte a eso, y que leyera bien las letras chiquitas de los términos y condiciones ya que usuarios de mi país no tienen derecho y me quitaron mi balance.

Porque si tienen restricciones para algunos usuarios que se verifican con Código postal de cierta región no los bloquean desde un inicio? A mi me hicieron perder mi tiempo, genere dinero para su cartera y todavia se quedan con mi deposito, el dueño del portal debe tener los recursos para diseñar software con ése tipo de interfaz, más eficiente más usuarios que saben donde jugar y donde no, me hablaron golpeado que me dijeron que nada de hablar en español porque son ingleses, me trataron como un tonto y todavía me ignoraron, nunca miento el historial del chat lo tienen ustedes y yo también por si quieren editar, todo lo iba descargando, lo tengo uno tras uno, todavía les dije, me estás amenazado? Y fue cuando me bloquearon mi balance.

Yo requiero mi bono con sus ganancias generadas y mi deposito.

No me indiquen que sus términos y condiciones lo dice, ustedes Adrenaline tienen el dinero suficiente para generar portales de casino más fluidos y con ventanas emergentes con avisos importantes como esos, no dejar en letras chiquitas en el contrato.

Insatisfecho al 1000%.

Requiero mi balance como lo indicó y mi depósito!

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Public

Silver

Mexico

Public

1 month ago

Original

Translation

Good evening, I'm still waiting to find out how my case is going.

There are only two days left until the casino responds.

What do they do in these cases? Does the casino get away with it and leave me high and dry without any compensation? Because it was a lack of service on their part; important information that the user should have readily available, without fine print in the contract. Besides, they kept my deposit. I sent it in full, but they didn't offer any support to make another one. And to top it all off, they treated me badly because I'm Mexican.

I await your comments, my best wishes.

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Public

Casino Analyst & Complaint Specialist

Public

1 month ago

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.

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Silver

Mexico

Public

1 month ago

Original

Translation

Good morning.

I'm still here waiting for a response from some brave employee of the casino in question. Just because I'm from Mexico doesn't mean I'm uneducated; I'm always open to negotiations. Communication is key.

I repeat, I don't go around the internet throwing money away without being sure where I'm going to spend it. In this case, CASINO GURO has let me down with its intermediation with the casinos, because I trusted its review. I even left a screenshot as proof indicating that my country was participating in bonuses with CASINO ADRENALINE. What a mistake on their part.

And it's also laughable that her participation in this case is only like a scolding from a primary school teacher, where she tells CASINO ADRENALINE, "you behaved badly, student, cross out ❌ for your behavior, now you won't get a 10 grade, I'll give you a 9.99."

You understand the moral of the story, right?

So I have many ideas about what goes on behind the scenes; another idea could be more like corruption, like in the Government Office, money slipped under the documents to win the verdict.

Here in Mexico, my President Claudia Sheinbaum has closed many casinos for operating illegally; her goal is to eliminate clandestine casinos.

If I don't get answers, GURU, you'll be in a bad position, since I also discovered that CASINO ADRENALINE has another casino operating from Canada, with a different name but the same face on its website: OLYMPIA CASINO

https://www.olympia3.casino/

What another mistake.

Well, I just hope we can talk things through to recover what's been lost. There are only three days left, and it would be a shame if they didn't show their faces so they could preserve their reputation. In fact, I'll leave a good review to say that they are hosts with good intentions.

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Casino Adrenaline

Casino representative

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1 month ago

Dear Yoshi234,

Thank you for your patience and for taking the time to share your concerns with us.

We would like to kindly clarify that during the registration process, all players are asked to confirm that they have read and accepted our Terms and Conditions.

According to section 1.11 of our Terms and Conditions:

"Only members from the following countries can claim the No-Deposit Bonus Welcome Promotions: Canada, Italy, New Zealand, and Norway."

In addition, please note that the minimum deposit amount is USD 10 or the equivalent in cryptocurrency (except for Bitcoin, where the minimum deposit requirement is USD 15).

After reviewing your transaction, we can confirm that the deposit you sent to your account was in the amount of USD 6.59, which is significantly below the required minimum deposit threshold.

Players can always verify the current minimum deposit requirements on our Banking page before making a transaction. Unfortunately, deposits sent below the required minimum cannot be successfully processed or credited by our wallet provider.

Kind regards,

Diego E****

Casino Adrenaline

Edited by a Casino Guru admin

Public

Casino Analyst & Complaint Specialist

Public

1 month ago

Dear Casino Adrenaline,

Do I understand it correctly, that the player activated the 150% first deposit bonus, deposited less than the minimum deposit amount to receive it, but you credited it anyway? After that, the player won 263USD from the deposit bonus money, and subsequently it has been confiscated during withdrawal request due to the fact, that the minimum deposit requirements haven't been met?

Also/Or, the player deposited less than the general allowable minimum deposit amount, wasn't informed about it, and then the subsequently obtained winnings have been confiscated?

Please note, that if this is the case, we would expect you to pay the winnings to the player, since he was credited with the bonus. If the system detected, that the deposit amount has been lower than the minimum deposit requirements, he should have been informed about it, and the bonus should not have been credited in the first place.

If I am mistaken, and the player claimed a different bonus(es), please send me the full bonus history, and explanation of the issue with terms and conditions of the bonus in question.

Thank you for your cooperation and understanding.

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Silver

Mexico

Public

1 month ago

Original

Translation

Good day, everyone is visiting both casinos.

I appreciate your time with my case. For my part, I only intend to handle this as civilly as possible. I'm not looking to fight, and I would never disrespect you because of my upbringing.

I want Casino Adrenaline to take into account every screenshot I uploaded from my mobile phone during the course of my complaint thread.

I am a responsible person with the money I spend on online games. My best option for deciding which casino to use has been CASINO GURU. When I found Casino Adrenaline, I obviously read the review and found that Mexico participated in 4 of their bonuses. There's the evidence. From that moment on, it became clear that CASINO ADRENALINE doesn't take the time to correct the information they have about you.

C. Adrenaline, as a company you have the financial resources to create a more effective portal for users in specific regions, including IP address detection and information registration. Instead, why should a user take the time to upload all the required documentation? Saying "I warned you that you couldn't play" in the fine print of a contract is unprofessional. There are casino portals that avoid these issues with uninvited users, and there is evidence of this.

I play wherever I can play; if it's possible, perfect, if not, there are many other options. I take risks up to my limit; I don't need to play with hacking tools or VPN applications.

My registration was smooth; I received the bonus invitation by email, which I activated. After the bonus ended, I risked it until I won $276. As the bets started to decrease, I decided to withdraw my winnings, and that's when the problems began. The only withdrawal method is through a digital wallet. I created one and made my first withdrawal. I received the confirmation email, but it was returned to my Adrenaline Casino account wallet. I tried three times, and nothing worked. That's when the problems with customer support at the casino started. I want to tell you, Adrenaline, that I have downloads of all the chats I had. I hope you don't try to edit any of them, making me look like a crazy person, because my downloads are unedited and completely unedited. I will present them if this happens.

In the initial chats, they never mentioned that because I'm from Mexico, my withdrawal wouldn't be processed. They asked me to make my withdrawal twice more, and nothing happened. Then they told me to withdraw only $50 USD, and I explained that I had risked the bonus to try and make more profit. After that, they told me to try a deposit, which I generated. Since it was my first time using a digital wallet, I didn't know it charged fees, but I did deposit the minimum amount of Bitcoin. I asked them to help me get my money back and make the full deposit, and they refused. Then they told me that because I'm from Mexico, I wouldn't receive the bonus or any support for my deposit. They started blocking me on chat, and they kept my balance and my deposit. There are comments from other users who have had the same experience, saying that the support is terrible and unfriendly.

I truly felt discriminated against, undervalued, and ignored.

I demand my full right to my winnings and the deposit due to lack of attention.

The certifications they've obtained for being a portal regulated by authorities should be demonstrated by providing satisfactory service to users; they earned them for a reason. But if their lack of morals is as profound as stone, it makes me feel like I'm in a government office where corruption is blatant, where money under the table makes it easier for companies to silence voiceless and faceless users.

I hope you will have compassion for my pure and clean intention to play fairly.

Bien día esten pasando a ambos casinos.

Agradezco su tiempo en mi caso, por mi parte sólamente tengo la intención de llevar esto de lo más civilizado posible, no busco pelear y nunca les faltaría al respeto por la educación que tengo.

Quiero que casino adrenaline tenga en cuenta cada prueba de impresión de pantalla de mi móvil que subi al transcurso del hilo de mi queja.

Yo soy una persona responsable con el gasto económico que hago al usar juegos en línea, mi mejor opción como respaldo de tomar la decisión de que casino usar, a sido CASINO GURÚ, cuando encontré a casino adrenaline, obvio leí la reseña encontrando que México participaba en 4 de sus bonos en casino adrenaline, hay esta la evidencia, Desde ese momento evidenció que CASINO ADRENALINE no se toma el tiempo para corregir esa información que tienen sobre ustedes.

C. Adrenaline ustedes como empresa tienen el poder económico para generar un portal más acertado para el uso de usuarios de específicas regiones, detectores de IP o desde el registro de información, sino para que se toma el tiempo un usuario para cargar toda la documentación solicitada, el decir "yo te avisé que no podías jugar" en letras chiquitas dentro de un contrato es poco profesional de su parte. Hay portales de casino que se evitan esas cuestiones con usuarios no invitados, también hay pruebas de eso.

Yo juego en donde pueda jugar, si se puede perfecto, sino hay muchas otras opciones, yo a riesgo hasta donde mi límite me lo permita, no necesito jugar con herramientas de hacker, ni aplicación de VPN.

Mi registro fue fluido, me llegó por correo la invitación del bono, el cual active, al terminar lo arriesgue hasta llegar a ganar 276 usd ya cuando las apuestas fueron disminuyendo, desidi a retirar lo ganado, fue cuando empezamos con problemas, el único metodo es por monedero Digital, lo genere e hice mi primer retiro, me llegó el correo de acreditación, y me lo regresaba al monedero de mi cuenta en casino adrenaline, lo intente tres veces y nada, cuando empiezan los problemas con el soporte al cliente en el casino, quiero decirte c. Adrenalina que tengo la descarga de todos los chats que tuve espero que no quieras presentar alguna edición de alguno de ellos haciéndome ver cómo una persona desquiciada por que mis descargar son vírgenes sin ninguna edición que presentaré si esto ocurre.

En los primeros chats en ningún momento me dijeron que por ser de México no acreditaba el retiro, me solicitaron hacer mi retiro por otras dos veces, y nada paso, después me indicaron que lo hiciera solo por 50 usd y les expliqué que el bono lo arriesgue haciendo más ganancia, después me dijeron que intentará con un depósito el cual genere y por ser la primera vez que usó un monedero Digital no supe que cobraba comisiones, pero la intención de depositar el mínimo de bitcoin lo hice, les pedi que me ayudarán a regresar mi dinero y efectuar el depósito completo y me lo negaron, después me dijeron que por ser de México ni el bono ni el apoyo de mi depósito lo iba a obtener, me empezó a bloquear el chat y mi balance y mi depósito se lo quedaron, hay comentarios de otros usuarios que han tenido el mismo tema, que el soporte es nefasto y poco amigables.

Yo realmente me sentí discriminado, poco valorado e ignorado.

Pido mi derecho total de mis ganancias y el depósito por falta de atención.

Los sellos que han obtenido por ser un portal regulado por autoridades deben ser demostrados por dar atención satisfactoria a los usuarios, se los han ganado por algo, pero si su falta de moral es de piedra me hacen sentir que estoy en una Oficina gubernamental donde la corrupción es visible, que el dinero por debajo de los documentos es más fácil para empresas para callar a usuarios sin voz ni rostro.

Espero que tengan compasión por mi pura y limpia intensión de jugar sanamente.

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Silver

Mexico

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1 month ago

Original

Translation

Good day, I want to let you know that I am still following up on this matter. Casino Adrenaline only has a few hours left to respond, and I will continue waiting for an answer so we can reach an agreement.

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Casino Analyst & Complaint Specialist

Public

1 month ago

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.

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Casino Adrenaline

Casino representative

Sensitive attachment

1 month ago

Thank you for your response and for allowing us to provide further clarification.

We would like to emphasize that the player was not playing with the 150% First Deposit Bonus / Deposit Boost bonus, and the deposit transaction is not related to the bonus funds that were used for gameplay.

The player was playing with the Welcome Bonus only.

Additionally, the deposit amount of USD 6.59 was never successfully credited to the player's account, as it was below our minimum deposit requirement and therefore could not be processed by our payment provider. Since the deposit was never credited, it was not used for gameplay and is entirely separate from the Welcome Bonus activity.

During the account verification process, it was also established that the player is located in Mexico, which is a restricted country and therefore not eligible to claim the Welcome Bonus promotion under our Terms and Conditions.

As a result, once the verification was completed and the eligibility issue was identified, the Welcome Bonus funds, together with winnings generated from those bonus funds, were removed from the account in accordance with the applicable promotional rules.

To clarify once again, this matter is not related to a deposit bonus being credited after an insufficient deposit amount. The player's gameplay activity was conducted exclusively with Welcome Bonus funds.

Please let us know if any additional information is required.

Thank you for your understanding and cooperation.

Kind regards,

Diego E****

Casino Adrenaline

Edited by a Casino Guru admin

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Mexico

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1 month ago

Original

Translation

I think they're overthinking the situation.

Let's recap the case.

I played with the welcome bonus

Win the rollover

And still generate more profits with the money I earned.

Then I made the deposit.

The Red Flag issue on their portal is as follows.

Lack of information due to user restrictions. I've already compared other casinos; perhaps they don't have the financial resources to provide better information.

The other thing is, when I spoke with their chat service, they never told me from the start that because I was from Mexico I didn't have rights; they made me make a deposit, which is proven by the chats.

And the other is the bad treatment I received.

They're going to keep all the money I generate, plus my deposit smells like money laundering to me.

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Casino Analyst & Complaint Specialist

Public

4 weeks ago

Dear Casino Adrenaline,

Can you please clarify, why the player was able to obtain a bonus, that wasn't intended for his country?

Feel free to reply to the thread or to miroslava.d@casino.guru along with supporting evidence.

Thank you.

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Mexico

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4 weeks ago

Original

Translation

To recap, I registered at Casino Adrenaline because the Casino Guru reviews said that Mexico participated in bonuses; there's proof in the image.

I registered at Adrenaline Casino without any problems and received access to the welcome bonus by email, which was activated without any issues, after the whole story I've been telling for some time now.

Now, why does Adrenaline Casino say they can't access my deposit? I intended to make the full amount, but it didn't go through because the currency exchange charged a commission. Why do they say they can't access that money if it's in their account? It's like if I went to my bank and someone accidentally deposited money into my account, and then asked me to return it. What should I do? Should I say no because the money came to me automatically and it wasn't my mistake, or should I ethically and morally say, "Of course, that money isn't mine, and I'll return it to you"? It's easier to ignore a solution than to have values.

I'm still waiting for my bonus winnings due to lack of information and poor service from Adrenaline Casino, and my deposit. I don't go around giving away my money; if I lose money gambling, that's my decision, but this case is a different situation.

I repeat, if Casino Adrenaline wants to present the chats that demonstrate their lack of service but wants to present edited records, I have the downloads of that entire history without edits.

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Mexico

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3 weeks ago

Original

Translation

This issue has been going on for a MONTH. I'm still receiving attention from Casino Guru, and of course, Guru is partly responsible since their reviews and filters are outdated, as is Casino Adrenaline. Neither of them is taking responsibility. If any manager from Casino Guru puts pressure on Casino Adrenaline, or if Adrenaline finally gives me my money, I'll have to take legal action. Do you think that when a Mexican loses their patience, they become a savage and lose their mind? I'm educated to resolve things peacefully. I have proof of everything, and I know the case is in my favor. If I can, I'll even organize and campaign to get them shut down. I'm not afraid of them reviewing my information and verifying the authenticity of every image. When an image is edited, it's recorded in their internal information, and the cyber authorities will have this evidence to support my version of events.

Casino Adrenaline can continue operating and maintain its high rating, the matter being settled with my request, or you can believe that the power of the authorities does not reach far.

I ask you again to coordinate and finish this issue, or I will start working on something else.

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Mexico

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3 weeks ago

Original

Translation

They're not going to resolve anything in my case anymore. Mika went on vacation and there's no one to follow up on the issue.

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Casino Analyst & Complaint Specialist

Public

3 weeks ago

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.

Public

Silver

Mexico

Public

2 weeks ago

Original

Translation

On June 10th of this year, with 2 more days remaining for Casino Adrenaline's response, we remain present to reach an agreement. Casino Adrenaline gains its high reputation level, I win what was disputed, and Guru successfully completes his mediation.

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