Casino Adrenaline - El reintegro del jugador se ha retrasado.

I receive a mail with 20fs no deposit from casino adrenaline. I wore 300 € from this But the entire wallet balance was removed And they explain the exclusion of Poland from the bonus. It did not stop them from sending an email with the promotion earlier. Is there a chance to get it back?

Dear kamiliowa17,

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

Dear kamiliowa17,

Have you received your withdrawal from the casino yet?

They delete and take all MY cash from balance

Hello kamiliowa17,

As long as the casino gives you the bonus, they should also pay out the winnings as well. It shouldn't be hard for the casino to ensure not giving out bonuses for players which are not eligible to get them due country restriction.

I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

what should i do then? the casino does not respond to my messages

Hello there,

Thank you kamiliowa17 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino Adrenaline for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hi Kamiliowa17,

Hi Peter,

Hope you are all well and safe.

Thank you for reaching out to us! We sincerely apologize for any inconvenience you've experienced. Upon reviewing the account associated with the provided email address, we found that the player used the free 20 spins promotion on 2024-08-01 at 18:04:00 Casino time. After meeting the wagering requirement, the player requested a withdrawal of 50 EUR. Additionally, the account is registered in Poland with a Polish address, and it successfully passed the verification process. Unfortunately, the withdrawal request was rejected by the payments department due to the free bonus restriction rules for players from Poland, and the winnings were removed according to the Casino's rules.

https://www.casinoadrenaline.com/bonus-terms

Players from the following countries are not eligible for the no deposit free spins: Albania (AL), Algeria (DZ), Angola (AO), Australia (AU), Austria (AT), Bahrain (BH), Bangladesh (BD), Belarus (BY), Benin (BJ), Bosnia and Herzegovina (BA), Botswana (BW), Bulgaria (BG), Burundi (BI), Cameroon (CM), Cape Verde (CV), Chad (TD), Comoros (KM), Croatia (HR), Czech Republic (CZ), Côte d'Ivoire, Denmark, Djibouti (DJ), Egypt, Equatorial Guinea (GQ), Eritrea (ER), Ethiopia (ET), Finland (FI), Gabon (GA), Gambia (GM), Georgia (GE), Germany (DE), Ghana (GH), Greece (GR), Guinea (GN), Guinea-Bissau (GW), Hungary (HU), India (IN), Indonesia (ID), Iran (IR), Iraq (IQ), Japan (JA), Jordan (JO), Kazakhstan (KZ), Kenya (KE), Kuwait (KW), Lebanon (LB), Lesotho (LS), Liberia (LR), Republic of North Macedonia (MK), Madagascar (MG), Malawi (MW), Malaysia (MY), Mali (ML), Mauritania (MR), Mauritius (MU), Moldova Republic of (MD), Mongolia (MN), Montenegro (ME), Morocco (MA), Mozambique (MZ), Namibia (NA), Nepal (NP), Netherlands (NL), Niger (NE), Nigeria (NG), Oman (OM), Pakistan (PK), Palestine State of (PS), Philippines (PH), Poland (PL), Portugal (PT), Romania (RO), Russia (RU), Rwanda (RW), Sao Tome and Principe, Senegal, Serbia (RS), Seychelles (SC), Sierra Leone (SL), Slovakia (SK), Slovenia (SI), Somalia, South Sudan, Sudan (SD), Swaziland (SZ), Syrian Arab Republic (SY), Tanzania United Republic of (TZ), Thailand (TH), Togo (TG), Tunisia (TN), Uganda (UG), Ukraine (UA), United Arab Emirates (AE), United Kingdom (GB), Vietnam (VN), Yemen (YE), Zambia (ZM), and Zimbabwe (ZW).

Typically, players from Poland do not receive email offers for these bonuses, but somehow during the distribution of offers, our promotions team mistakenly sent the email offer to Kamila’s email.

Since the player received the bonus offer from us, we have decided to honor the offer and return her winnings to the balance so she can withdraw the fairly earned amount.

All the player needs to do is make a verification deposit of a minimum of 10 EUR via crypto, and then request the withdrawal.

Thank you for your understanding!

Kind Regards

George Moore 

Casino Adrenaline Management 

Thank you very much for the update Casino Adrenaline representative.

Dear kamiliowa17, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear kamiliowa17,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.