Casino Adrenaline - exluded a game retroactively to void huge win

Ruling

Resolved - After being negative ruling on this complaint and subsequent status shift for their review, Casino Adrenaline reviewed this issue again and concluded that there had been a problem with the English language version of their terms and conditions. This issue prevented the game restrictions displaying for the English language terms while they state that they were included for other languages. This issue appears to have resolved itself 3 or 4 days after the player played. As such Casino Adrenaline have decided to pay this player and have returned their balance to their player account. The player has been non-responsive to both our and Casino Adrenaline's attempts to alert them to this change. We assume that they will eventually get the message and withdraw their funds.

Read our Casino Adrenaline Review.

Player's Complaint

On May 26 I registered and took the signup bonus at Casino Adrenaline. I played Piggy Riches and SugarPop.

I finished the playthrough that same day with 4901€ balance in my account.

Casino Adrenaline's manager voided my winnings on May 31 and remained silent when trying to communicate.

After that, I submitted a complaint at Askgamblers. The casino then provided Askgamlbers with what they call evidence that SugarPop had been restricted from bonus wagering at the time of play. Askgamblers did not listen to my claim that I was sure SugarPop had not been restricted and decided to close the complaint, ruling for the casino.

I didn't take a screenshot of the terms, but was lucky to find out here on thePOGG forum in the T&C changes thread that the casino only changed the terms after my play being concluded.

Read the casino review

7 Responses

ThePOGG

June 21, 2016

Hi powerduck - welcome to ThePOGG.com!

I can confirm that SugarPop was added to the restricted list on the 30th of May. I'll contact Casino Adrenaline and see what I can find out.

Thanks,

ThePOGG

powerduck

June 22, 2016

Thank you, thePOGG

ThePOGG

July 4, 2016

Hi powerduck,

Casino Adrenaline have failed to offer a response to this issue in the last few weeks. I'm giving them one further chance to offer a response and if that's not forthcoming I'll provide you with the change details showing when SugarPop was added to the restricted list.

Thanks,

ThePOGG

ThePOGG

July 11, 2016

As an addition to this complaint report, I'm publishing the ChangeDetection report that shows when SugarPop was added to the restricted games list:

http://thepogg.com/wp-content/uploads/2016/07/casino-adrenaline-terms-sugarpop.png

ThePOGG

August 1, 2016

Hi powerduck,

I'm reopening this complaint as Casino Adrenaline have got back in contact about this issue.

I'll let you know as/when I hear more.

ThePOGG

ThePOGG

August 26, 2016

Hi powerduck,

After extended discussions with Casino Adrenaline they've now informed me that they this was an issue with the English language version of their terms that had not been updated correctly and as such they intend to pay you.

I would very much appreciate it if you could confirm as/when you receive any payments from them.

Thanks,

ThePOGG

ThePOGG

September 6, 2016

Hi powerduck,

Casino Adrenaline state that they have returned your balance to your account to await withdrawal. I'm going to hold this complaint open until Friday the 16th of September. If I haven't heard back from you by that point I'll assume that you had no problems accessing your funds.

Thanks,

ThePOGG