Big win at CasinoAdrenaline - might loose it

[FrozenFish]

Will be interessting to see what happens here....

 

Yesterday I deposited NOK 500, got a 150% bonus (asked customer support if I could plat Mega Moolah Isis - and I they said yes) at CasinoAdrenaline and had some winnings. Since it was a bonus, my bets was between $2 and $5 (max). When I went to bed I had NOK 3000. Today I won more, still betting 2-5USD. I wanted to make bigger bets and went to the withdrawal page. I see that all money in my account is eligible for withdrawal and assuming that I have met the wagering requirements. So I start making $5 bets and some $7-10. Ended up with NOK 25.000,- and made two 10.000 withdrawals. 

After 5 minutes I see that all the money is back in my account - and then 2 minutes later - all is gone.

 

According to customer support I made too big bets. I have explained the above - that their page said I could withdraw all the money - and then assuming it the bonus was cleared. Waiting for a reply to my email, but I have no big hopes for getting anywhere. 

 

As i see it: CasinoAdrenaline have a terrible backend if the "withdrawable" amount in the account is wrong. This is misleading. At worst in my case, it was an honest misstake, based on the account info I could see.

 

Your thoughts?

[LeoDubbed]

Will be interessting to see what happens here....

 

Yesterday I deposited NOK 500, got a 150% bonus (asked customer support if I could plat Mega Moolah Isis - and I they said yes) at CasinoAdrenaline and had some winnings. Since it was a bonus, my bets was between $2 and $5 (max). When I went to bed I had NOK 3000. Today I won more, still betting 2-5USD. I wanted to make bigger bets and went to the withdrawal page. I see that all money in my account is eligible for withdrawal and assuming that I have met the wagering requirements. So I start making $5 bets and some $7-10. Ended up with NOK 25.000,- and made two 10.000 withdrawals. 

After 5 minutes I see that all the money is back in my account - and then 2 minutes later - all is gone.

 

According to customer support I made too big bets. I have explained the above - that their page said I could withdraw all the money - and then assuming it the bonus was cleared. Waiting for a reply to my email, but I have no big hopes for getting anywhere. 

 

As i see it: CasinoAdrenaline have a terrible backend if the "withdrawable" amount in the account is wrong. This is misleading. At worst in my case, it was an honest misstake, based on the account info I could see.

 

Your thoughts?

Well, there was another player playing at another casino, he also cleared the wagering without breaching the terms. He also thought that the rules do not apply anymore so kept playing with higher stakes and got lucky, requested a withdrawal and it was declined because even the wagering were met, the rules of max bet are still apply. He was explained that a withdrawal has to be made, processed, make another deposit and then you're able to play with bigger stakes.

 

I know that reading all the terms could take quite some time but it is necessary if you decide to claim them. Truly sorry for you that this happened but sometimes rules can be tricky indeed.

[cocopop3011]

I don't mean to be rude when I say this but why would you just assume and then start making bigger bets? With so much at stake you should have been 100% sure you could increase the bets! Sorry just my opinion.

 

Let us know what they reply. Do you know for sure now that the bonus had cleared?

[FrozenFish]

I don't mean to be rude when I say this but why would you just assume and then start making bigger bets? With so much at stake you should have been 100% sure you could increase the bets! Sorry just my opinion.

 

Let us know what they reply. Do you know for sure now that the bonus had cleared?

 

No, I do not know if the bonus was cleared. But when one go to the "Withdrawal" page, at all casinos I know - it quite clear states how much one can Withdraw. If a bonus is still in play it would say something like "You can withdraw $0...." something like that. And at CasnoAdrenaline it said that I could withdraw all the money in my account - that is why I assumed that the bonus was cleared! 

 

What this probably bils down to is 1. I was stupid not to contact support on email or chat, asking "Is the bonus requirements really cleared?" - And 2. CasinoAdrenaline have a withdrawal area that is made so people would/could make mistakes like this. On purpose? Maybe! All other casinos I have made withdrawals pretty clear say that "bonus money are still in the game". Some, like VoodooDreams even have a pop-up saying "You have an active bonus. Maximum bet is $5".

[FrozenFish]

The screenshot posted here also say (and said) That the bonus was NOK 750,- That I have wagered NOK 0,- and that Required wagering is 0,-

 

 

[MacdoniS]

I'm not really sure FrozenFish mate, do you contact their support and got some answer? As you said you had but do they respond when you explain this or when you explained what really happen? From my humble opinion and as you said you have the point and that was the Casino's mistake but it shows that it was your personal mistake because you bet more than the limitation.  

Can you request the history of your bonus activity in that way you can check if it was already cleared and you will get the answer. I hope you get what you deserve mate good luck! 

[FrozenFish]

Well - I might not have cleared the bonus, as they say. But when the withdrawal page say I can withdraw all the money, it is natural (at least for me) to think that I have cleared the wagering requrements. I was told to send an email and explain/complain. So I did.

[ValDes]

Hi there, 

 

Sorry to bring you some bad news here, but I'm afraid your issue has nothing to do with the fact whether you had completed the bonus wagering requirements or not. And the reason to say that is the existence of this particular term:

 

 

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.

 

Please make sure to read more carefully the rules next time. 

[FrozenFish]

Yes, I will put this experience in the "Lessons Learned" section Always - ALWAYS ask support! Always 

 

I have accepted their decission and at the same time permanently closed my account at CasinoAdrenaline. 

[cocopop3011]

Yes, I will put this experience in the "Lessons Learned" section Always - ALWAYS ask support! Always 

 

I have accepted their decission and at the same time permanently closed my account at CasinoAdrenaline. 

 

Good to hear you've taken it on the chin. And more importantly that it's 'lesson learned' which hopefully means you can have stress free withdrawals in the future.

[Tipexxx]

I feel for you, rules are ***** when made like this. Absolute criminal behaviour.

[Tipexxx]

Good to hear you've taken it on the chin. And more importantly that it's 'lesson learned' which hopefully means you can have stress free withdrawals in the future.

You seen to be everywhere protecting discusting behaviour from casinos.

 

Stop to advertise this broad type of casinos, they are doing none good except themselvs and affliates...

 

You can start with all the israeli run casinos you advertise, they are worst and you help them.

[cocopop3011]

You seen to be everywhere protecting discusting behaviour from casinos.

 

Stop to advertise this broad type of casinos, they are doing none good except themselvs and affliates...

 

You can start with all the israeli run casinos you advertise, they are worst and you help them.

 

You couldn't be more wrong about me dear, I play myself do you honestly think I'd put up with, or stick up for disgusting behaviour?!