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Casino Adrenaline - Unfair confiscation of winnings
Ruling
Found for the Casino - While a Casino Adrenaline Live Chat rep did make a mistake, the player had broken the max bet term before this mistake.
Read our Casino Adrenaline Review.
Player's Complaint
Hi
I was playing here with a 100euro deposit and 50 euro bonus. After some big hits I managed to get my account up to 5000 euro when I finished my wagering. No bets where above 3.6 euro. I made 5 withdrawals of 1000 euro each, but since they have no flushing or locking options for withdrawals and no wager/loss limits I later ended up cancelling two of my withdrawals and losing them. This was after my bonus was no longer active, but stated "cleared". I went with some higher bets, but after a few bets I asked live support if this was fine and he said I no longer had any active bonus. I continued and lost my money. A day or two later the remaining 3000 euro is removed from my account due to my bets done after the bonus was cleared and chat support informed me that it was ok with higher bets. I have a screenshot from the chat. I find this unfair and would like to file a complaint. I tried to make a complaint on askgamblers but the rejected it due to the predatory terms of casinoadrenaline stating that bonus terms apply even if you have wagered your money. However regarding the misleading information I was given and the "cleared" status of my previous bonus I find this unfair. Especially when I did not play with the remaining amount that was still being processed for withdrawal and the fact that I did not gain any funds.
I hope you can help me with this, if not at least help me on how to file a complaint to their license provider regarding their unfair terms and conditions.
2 Responses
Hi jrom,
I've discussed this issue with Casino Adrenaline. Unfortunately you don't have a case here.
While you are right that live chat has made a mistake and incorrectly informed you that you could exceed the betting limits, this would only justify the betting violations AFTER that point. Having reviewed some of your play history there are multiple bets over the limit that occur hours before the live chat conversation. As such there's nothing we can do to help you in this instance.
ThePOGG
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Agreement
jrom 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 17, 2017
Hi jrom - welcome to ThePOGG.com!
Generally I don't like this term as it serves no purpose from a mathematical perspective. However the term is clear and as such, while I don't like it I would generally view it as legitimate.
What could make a difference hear is the conversation you've had with their Live Chat rep. As such I'd ask that you forward on any records you have to [email protected] for further review.
Thanks,
ThePOGG