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Casino Adrenaline - Withdrawal declined and balance removed

Ruling

Found for the Casino - Casino Adrenaline have provided the player's game history demonstrating that they did exceed the maximum allowed bet before completing the wagering requirement for the bonus they accepted. As such there's nothing we can do to help in this case.

Read our Casino Adrenaline Review.

Player's Complaint

I deposited $20 aud received $30 bonus. I ended up building my account to well over $3000, I played through my wager amount of $1250 under the max bet amount for the bonus rules. I then placed at random higher bets, I did not win off them. I played the money I had made down to $2000 before trying to withdraw $1000. I received a confirmation withdrawal request email, not long after I received the declined withdrawal email with no reason on why that if I had any questions contact support. Contacted them and they said that I exceeded the bet amount and that's why it was declined, I then asked for proof and them to review it again that I had played through the bonus requirements before I raised my bet. They replied that someone will email me information (haven't received).

Read the casino review

2 Responses

User icon
ThePOGG
May 9, 2017

Hi ags11 - welcome to ThePOGG.com!

I'll contact Casino Adrenaline and see what we can find out for you.

Thanks,

ThePOGG

User icon
ThePOGG
May 17, 2017

Hi ags11,

I've spoken to Casino Adrenaline about this issue and they've forwarded your game history for review. Unfortunately you did exceed the maximum allowed bet before you completed the wagering requirements for your bonus.

You started play on the 5th of May and all of the play that occurred that day was compliant with the rules. Then you returned on the 6th of May and the first two wagers you placed were on Net Entertainment Blackjack and were valued at 30 and 40 AUD. That's far in excess of the maximum allowed bet of 5 AUD and at this point you still had 245.15 AUD left of the bonus wagering requirement.

Further to this the Casino Adrenaline terms and conditions relating to bonus rules are as follows:

"7.5. As long as received bonuses are still active, bonus terms and conditions apply to the whole player account, including any and all funds waiting for withdrawal, but not limited to.

A bonus is active as long as at least one of the following statements are true:

The bonus wagering requirements haven’t been met.

The bonus or bonuses have not been removed.

Winnings have not yet been processed."

While I don't particularly like the above terms and there's no legitimate mathematical reason to extend bonus terms beyond the wagering requirement, the terms are clear and you have agreed to them. As such whether the wagering requirement was complete or not would not make a difference in this case and after completing the wagering requirements your bets consistently exceeded the maximum allowed bet.

I'm really sorry, but in this case there's nothing we can do to help you. I can only advise that in future you ensure never to place a bet above the maximum allowed amount while playing with a bonus and to ensure you read the terms and conditions carefully before accepting a bonus.

ThePOGG

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ags11 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:

May 9, 2017

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