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Casino Adrenaline - delayed payment without any reason for over 159 Hours

Ruling

Found for the Casino - While we didn't deal with this complaint (the player never came back to us after the closure of their AskGamblers' complaint) we did follow the complaint over at AskGamblers. The operator appears to have provided supporting evidence to AskGamblers to validate their position that this player was involved in the operation of multiple accounts. As such we've no inclination to pro-actively chase this issue.

Player's Complaint

Hello, I joined the adrenaline casino 08/06/2015 at 12:30 I made a deposit, but I have not won anything, and on 03/12/2015 I made another deposit with a bonus of 50%. I finished the wagering requirement, made a withdrawal request of $ 500 “1 – screenshot of the pending withdrawal page”, I sent my documents as soon as I made that withdrawal request, and after six hours, I received an email confirming that my documents were received and my account was fully verified “screenshot of the email”. As It is marked on casino adrenaline page T&C that the pending period is 24 hours and payment 0-24 Hours, I contacted the live chat on Saturday 05/12/2015, they answered that I will soon receive an email from finance department and I should get my winning soon, but I still have not received anything 135 hours now. I contacted the live chat many times, and today they have replied to me that my account is under investigation because the finance department found a duplicate account, what I find unacceptable, I have never done in any online casino since I began playing on 1998, more, If there was a duplicate account why they sent me an email that my account was verified, and I told the live chat that if they want I can even made a live cam from my webcam with my ID in hand, just to prove them that I am that person. I have chosen this casino because he was well ranked on askgamblers and more of that it was a certified and trusted casino, but after what I see now, and after this delay without any answer from finance department, I ask askgambler please to consider the word trusted, I play on most many online casinos, and have my account verified with all of them and with the same documents I sent to casino adrenaline, I have never had this kind of problem with any of other casinos, because I have never opened 2 accounts at the same casino, Please try to resolve this problem.

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1 Responses

ThePOGG
December 11, 2015

Hi moulayismail - welcome to ThePOGG.com!

Reading your complaint it seems clear that you intended to submit it to AskGamblers. I've had a look over there and your complaint there is still active. That being the case I'm not convinced that there's much purpose to sending 2 services to deal with 1 complaint. This would just confuse matters.

Beyond that however, where additional security checks are required - as is the case where the operator believes that an account is unnaturally associated with other accounts either under the same name or different names - additional delays are to be expected. While the operator has verified your ID that doesn't mean that other issues won't require checking.

Thanks,

ThePOGG

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moulayismail consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

December 11, 2015

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.