CLOSED: Casino Adrenaline Support and Complaints Thread

PLEASE REDIRECT TO THE FOLLOWING SUPPORT AND COMPLAINTS THREAD HERE!

 

Greetings casino lovers and greetings adrenaline junkies!

I'm Marcus and am here to help you out with everything you might need related to Casino Adrenaline. I won't bore you with stuff about me but I'll just say that my passion is gaming and it's great to be here with other players.

I would like to welcome everyone who registered at Casino Adrenaline and those who are going to. My reason for being here is to give you a somewhat informal way of chatting with a casino rep so feel free to post your questions or possible problems here and I'll do everything I can to get them sorted asap. Casino Adrenaline in general tries to give its players as many channels of communication as possible so use this one as much as possible, after all that's why we're here.

I'm looking forward to meeting you guys and helping you sort out all the stuff that might need sorting out!

Have an adrenaline filled day, Cheers!
Marcus
Casino Adrenaline Support

Welcome Marcus, glad to have you here to assist our members:)

Welcome Marcus to the forum 

Welcome Marcus 

Hi everyone!

Thank you for warm welcome! I am looking forward to hang out with you on LCB forum. As I told you I will do my best to provide you quality support regarding all questions you will have about Casino Adrenaline.

Welcome to the forum Marcus and thanks for being here for us all.

Hi blue day, thank you for warm welcome. I am looking forward to help you about all your questions what you will have about Casino Adrenaline and provide first class experience for all LCB players.

Hi Marcus! I really love Casino Adrenaline, keep going like this, you have really awesome promotions and professional live support.

And the slowest payments in the business

I never had any problem with this casino they proceed my payments in few minutes. I love them because they have good offers and lot of free spins especially on their Twitter and Facebook page.

Also can play my favorite NetEnt and MIcrogaming games on one place, and mobile version of casino is awesome love to play it on my tablet.

Casino Adrenaline - Winnings removed due to their own mistake…of crediting double bonus

I was by mistake casino 200% bonus and 150% bonus, I did deposit 101E and received a 2x bonus will automatically be 200% and 150%, and on my account ok: 450e bonus.

I made the turn WAGER for two bonuses, played a very long time
He made a wager turnover for TWO bonus x 35
I only played Gonzo, ended the game with 3,700e in real money.

asked for scans, the scans sent all the required documents.


morning receives an e-mail from the company cheater:

Dear Mr. Gorzynski,

We regret to inform you that we have declined your withdrawal
request and voided your Bonus winnings, because the following
T&C article has not been respected:

12.9. Casino Adrenaline offers bonuses strictly for gaming purposes (rollover). Casino Adrenaline reserves the right to investigate and terminate any account in case there is suspicion that a bonus is being fraudulently used. In case any winnings were obtained through fraudulent activity, Casino Adrenaline reserves the right to cancel the winnings.

You wrongly received a double bonus, so the wagering session
results irregular.

Please find your deposited amount on your account balance.

Shall you have any further concerns, do not hesitate to contact us.

Kind Regards,

Cashier CasinoAdrenaline



is it my fault that they gave me a 2x bonus on my deposit, after all, I did not have the impact, the bonus received automatically.

it seems that in this fraudulent casino, the player shall be liable for any errors casinos,

yet they shamelessly telling me that I broke the point of the Rules of Procedure 12.9, incredible insolence and rudeness casinos, because this casino made a mistake and only it should be accountable for their mistakes.

I advise against casino game that cheating in a cheeky its players, I am convinced that I have not done anything wrong and even more did not break the Rules of the casino.

I have notified the rep. Please Private message the rep your username so he can look further into this matter.

Dear Mr. Gorzynski,

As you yourself have noted in your complaint you received two exclusive first deposit bonuses and this is against the Terms & Conditions of the casino. Another thing worth pointing out is that on the portal where you received exclusive bonus was posted and it clearly states the bonus is 200% up to €/£/$200.

In this case the T&C is very clear and bonus manipulation no matter how it is achieved is against them and voids all winnings.

Kind Regards,
Casino Adrenaline

tell me how I broke the point of the Rules?

Do I have influence on how the bonus I get, yet I do not take myself bonus, bonuses have been added automatically, because I was sure that everything is ok, and I can start the game, I did not think it would be reason removed winnings, I myself have no way to choose a bonus, because they are added automatically when you make a deposit, so what manipulation or bonus is being fraudulently used.

In case any winnings were obtained through fraudulent activity, Casino Adrenaline reserves the right to cancel the winnings.:


how I acted fraudulently?

I have no relationship with either side here...

Casino Adrenaline-

Fraud is defined as deliberate deception to secure unfair or unlawful gain.

Allowing a player to receive a welcome bonus which, if played, could only result in the player losing their deposit or being refunded their deposit would be much easier to classify as fraud than a player automatically receiving a larger bonus than advertised.

Why did this player receive a bonus that effectively made it impossible for them to win?

How often does this happen?

Assuming this was the casinos fault, other than refusing the players winnings, what have you done for the player - surely you must agree he deserves some sort of compensation...and an apology?

Dear Mr. Gorzynski,

As has been the case from the beginning we always want to treat our players fairly. In this particular case we have decided that the fair solution is to return you your initial deposit and offer you the chance to pick up the initial %200 exclusive bonus on it. If you would like us to add the bonus please feel free to send us a PM right at LCB in which case we would be very happy to give provide you with it.

Kind Regards,
Casino Adrenaline

there is no such solution is dishonest,  I won fair and square and was cheated by the casino Adrenaline.

I have from the beginning had no chance to win because advance deposit could only lose or recover a deposit in case of winnings?

If I lose the deposit, Casino Adrenaline refunded my deposit, of course not, because her from the beginning no had chances to win, he could only lose deposit/

and a casino says it is fair to pay a deposit in case of a win.


What is the meaning play in a casino, was clear in advance that there is no chance to win, can only lose the deposit, winning the money  in each case removed.

Casino Rep, please let me know if I'm getting this right...


Player deposits money on Casino Adrenaline (CA)

CA credits  player with larger bonus than advertised.

Player completes larger playthrough for larger bonus. and ends up winning some money.

After accepting players bets, CA accuses player of commiting fraudulent activity and confiscates all of the players winnings.

CA returns players deposit, but before he withdraws, offers him a larger EXCLUSIVE bonus!

CA has only accused player of any wrongdoing, and has yet to comment on why/how this "winnings voiding bonus" ended up in players account. or how often this kind of thing happens. ( If this happens often, most players lose their balance before completeing playthrough, and would never know that even if they won, they wouldnt be paid)

If player obtained bonus fraudulently, than player should not be paid.

If player was given bonus that was larger than advertised by CA, than CA should pay player.

Casino Adrenaline,

You can not punish a player for the error made by the casino. The player was able to over come the odds of both bonuses which was already in favor of the casino. Do the right thing and pay this player is due winnings...

Hi folks,

Allow us to explain the situation. The player in question received an additional bonus that is not allowed. The reason for how this happened cannot be pinpointed at this time, however the fact remains that two bonuses were received instead of one. Whether or not the second bonus was received through fraudulent activities or due to system error is not that important since it is against the T&C. On the other hand we also agree with the comments that the player should not be punished due to what was most likely a system error. Because of this, the player had his original deposit returned and offered the original first bonus should he want it. Winnings cannot be paid out because they were achieved through a different starting position compared to other players. This is inherently unfair and although not necessarily the players fault, still as mentioned not fair compared to other players.

Best Regards,
Marcus

This discussion does not make sense, because the casino has acted unfairly I think everyone sees it. 

I can not agree with this point I broke any rules.  >:(

you really believe in what you write? Yet this is not about any fairness to other players, me removing winning behaves fair to the other players? which is one of the second common?
not let's face it comes to just about it so as not to pay the money to the player behind some imaginary rules, everyone has eyes and sees... your FAIR behavior. 


if I'd lost, not won, also would receive a refund of deposit wrongly added bonus? do not have to answer, the answer is simple, this happens only when the player wins.

So do not write about honest behavior ....

this is a tough call... On one hand you have casino T&Cs, so they can claim it is within their rights to pay the winnings. And no one can say they are not behaving in the spirit of their own terms.

On the other hand it was their mistake to begin with. Now as far as I see it , refunding the player deposit is not doing them right, because of course you are suppose to refund them if you ar enot going to pay the winnings. You are not doing them any favors here. It is their deposit.

I also do have a question here. What would happen say in case where this or any player lost both their deposits and these two bonuses. Would you still refund them because of the same mistake?

I think the same thing should apply in both cases, but somehow I dont think you would refund the losing player, nor even check if they received two bonuses by mistake.

So lets face it, yes CasinoAdrenaline has the right to deny the winnings on ground of T&Cs. But is it fair and just ?

Yes it's very important.

If you gave him the bonus, why would he think he couldn't use it?

If you gave him the bonus and then accepted his wagers, than you have freerolled your player and are the only one guilty of fraud.

There is a case where this happened at 32red casino and a extra bonuses was awarded to the player. 32red initially declined the player withdrawal for similar reasons. But after realizing that it was not the right thing to do. As the player did in fact over come the wagering of the bonuses and the players community was on the side of the player. 32Red paid the player its winnings.

The lesson 32red knew it had to do the right thing or else face losing out more than just a few thousand dollars. Here a lesson can be learn too. Casino Adrenaline ask yourself are you willing to risk your reputation on declining a withdrawal in which the error was cause on your end? The player did not wrong. The choice is yours but I can assure you that many in the gambling world are watching the way you are handling this situation.

Was just about to write that a good reputable casino called 32red had similar issue , but they  actually paid the player . Chocoman beat me to it.  I wouldn't get my hopes  up high with this casino tough.

I've been around these online casinos for a long long time. Even though USA can't play at a lot of these outside joints. I still try to keep up with the news surrounding many of them. Over the years i've seen the power of what the gambling community can do. As an Example bring rogue casino groups like Virtual Casinos to their knees begging for forgiveness. Or Making the Purple Lounge Group disappear. Casino Adrenaline needs to revisit their decision and come up with some type agreement with the player in question.

Legit casino would pay you.. Too bad this ain't one of them.

Hi robby8111,

Oh, sorry to hear that. We're going to contact the casino and inform you as soon as we hear from them.

Hi robby8111,

can you please send me on PM your players username that we can check your situation and solve it asap. :)

Hi robby8111,

We've contacted them again. Hope they'll reply shortly. 

Hi robby8111,

Your situation i solved. :)

Welcome Robby,

Glad it has been sorted out. 

@robby8111, just want to inform you that free spins are on your account. 

I have bought in shop 30 Free spins for
$2 and me haven't added them!

Very bad! Casino Adrenaline

 Hi Andrey,

Please let me know your casino username and I will check you situation asap. 

Awesome! Thank you Casino Adrenaline. 

it was a 2 month ago...

CADR26486855

correspondence with blueday:

RE: 30 Free spins on Lights casinoadrenaline.com
Sent to andrey.dembovski On December 24, 2016, 02:26:50
I've not even received the results yet so I can't do anything til I hear from them.

blue

Quote from: andrey.dembovski on December 29, 2016, 08:16:16

well you have contacted casinoadrenaline.com? Just there have already passed seven days and there is no result....
Yes i have contacted them several times.  I've now threatened to remove the chip from the shop.  Maybe that will work.

blue

 

Quote from: andrey.dembovski on December 31, 2016, 08:21:51

they have answered you? I look players buy this chip, they wait for week too?
Nothing.  Very angry with them now.  I will probably remove their chip from the shop until I hear from them.  Do you want to wait or do you want a refund?

blue

Quote from: andrey.dembovski on December 31, 2016, 08:21:51

they have answered you? I look players buy this chip, they wait for week too?
Nothing.  Very angry with them now.  I will probably remove their chip from the shop until I hear from them.  Do you want to wait or do you want a refund?

blue

Quote from: andrey.dembovski on January 06, 2017, 16:38:05

I see you have cleaned "Casino Adrenaline" from shop, it is good, return money for the chip from shop
They will be returning as I have finally established communication with them but still no result for you (not sure why) so I've refunded the cost of $2 to your LCB account as requested.

blue

Hi, 

I can not receive the exclusive and your system does recognize me as being tagged to LCB but will only give me the standard welcome bonus.

Could you please assist?

User name is  sien

The following is what I  was told in chat:   me   chat shupport

however you do see that i am tagged to jswqzs.com right?
Ethan 2/15/2017, 12:28:25 AM
Yes, that's your affiliate.
so you are not honoring the exclusive deal that you have arranged with them through your rep there? https://jswqzs.com/onlinecasinobonusforum/exclusive-casino-bonuses-25/casino-adrenaline-exclusive-sign-up-bonus#msg346914
if you are then why i am not getting it? if you are not then I will take this issue up to them and your rep there
Ethan 2/15/2017, 12:31:34 AM
Our bonuses are automatically credited, if your account is entitled to recieve a bonus you shall received it automatically after your deposit according to your affiliate.
OK i will post in the forum for assistance now
as i do see him very active there

Hi sien,

The casino has been notified. Hope they'll sort it out soon. 

Hi sien,

Can you please PM more details of your situation and we will solve it everything asap!

Hi Sien,

After detailed checking of your activity we see that you registered your account on different portal. But satisfaction of our players are on first place for us so we will add you some special gratis bonus. ;)

it is important to have a casino representative where you can get your doubts or even complaints

Here is my story with Casino Adrenaline. About one month ago I registered an account with them. So I deposited 150 euro and got 150 euro bonus. I was lucky and won about 6000 euro while playing with the bonus. I withdrew the winnings. The casino has asked me to provide the documents which I promptly did. Then, suddenly, after 2 days I received my 150 euro deposit back to my account. I contacted chat support again. Then I was told that the casino don’t accept players from my country and that they void ALL MY WINNINGS because of that. I could not believe what I read. Not only they let me to register, the also gave me the bonus and asked for the documentation after I attempted to withdraw. And now they void all my winnings of 6000 euro!
I also checked the whole Casino Adrenaline website and did not find a SINGLE mention of my country in it. Additionally, when I checked the information on Askgamblers website - it is clearly stated there that players from Azerbaijan are accepted at Casino Adrenaline (see acreenshot attached). I also have a friend who advised me this casino and my friend (who is also from Azerbaijan) registered and played at casino Adrenaline some time ago. She lost her deposit there but nobody ever refunded her deposit after that. It looks that the only players from Azerbaijan that are accepted at Casino Adrenaline - are the losing money. Those who win and ,especially, win big are just not paid their winnings using the fake arguments.

P.S. My complaint about this case at AG was fully ignored my the Casino Adrenaline.

Hi Zingazun23,

The casino has been informed about your case. Hope they'll get back to us soon. 

Adrenaline will not work anymore.

Dear User,

We are hereby notifying you that the website www.casinoadrenaline.com shall no longer operate. Any real money balance held in your player’s account registered on www.casinoadrenaline.com will be transferred to you. In accordance with our obligations at law, such funds shall be transferred to the same account from where your deposits originated.
You may contact us on [email protected] for any clarification. We endeavour to respond to you within ten (10) days from receiving your communication.

We appreciate your business and thank you for the loyalty to www.casinoadrenaline.com.

Sincerely,
The Casinoadrenaline Team

HI maiwen63,

Thanks for letting us know. We're going to get in touch with the casino and see what's going on. 

This topic is now Closed.

Any future complaints regrading this brand can be posted here: 
https://jswqzs.com/onlinecasinobonusforum/direct-casino-support/casino-extreme-29384#forum