Casino Adrenaline - El jugador afirma que el pago se ha retrasado.

I won 50 euros from free spins and fulfilled the wagering requirements. I did not violate any casino rules and completed the verification process, which the financial department confirmed. I made a minimum deposit and also won from that. However, they are not allowing me to withdraw the funds, claiming that the deposit was too small. How should I handle this situation?

С бесплатных вращений выиграл 50 евро открутил вейджер,правил казино не нарушал,прошел верификацию,Фин отдел это подтвердил,сделал минимальный депозит,с которого тоже получил виигрыш,но средства невыводят ,говорят маленький депозит сделал,как с ними быть?

Dear jobsaple,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

The request for withdrawal of funds is constantly cancelled, but I have fulfilled all the conditions, that is, I have passed verification, made a deposit, wagered, the support team answers that you need to make a deposit of 15 euros, but they did not say this before, I made a deposit of 5 euros, this is enough to confirm the payment method, how can I trust them after this?

Запрос на вывод средств постоянно отменяют,но все условия я выполнил,то есть прошёл верификацию,сделал депозит ,открутил вагер,в поддержке отвечают что нужно сделать депозит в 15 евро ,но перед этим они этого не говорили,я сделал депозит в 5 евро этого достаточно для подтверждения платежного средства,как им после этого доверять?

The funds were withdrawn, I consider the matter resolved, but they have many hidden rules

Средства вывели,сщитаю дело решенным,но у них много скрытих правил

Dear jobsaple, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru