Can anyone give me advice??!! (problem with CasinoAdrenaline)

vc102684

Newbie member
PABinit
Joined
Feb 1, 2013
Location
United States
I'll try to explain this a s simple as possible, I played a free chip and won on it, then cashed out the max I could on that chip, and anything that was left over they are supposed to remove from my account, any other place I play at does it as soon as you request a payout but this casino didnt. I made another deposit after receiving my winnings and it was added to my balance of what they did not remove from before. I played for an hr or so and won $20,000 but when I tried to cashout I was told I couldnt because I broke the rules by depositing when I still had a balance but isnt that their fault??? I can't remove the rest of what was leftover from my winning chip only they can! heres the email I was sent and I just think they didnt wanna pay me out cuz I won so much but the error isnt even my fault I dont think! what can I do? anything?
 

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colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
I think the terms and pretty clear (if they are correct in the email they sent) and you are unlikely to get paid.
Why didn't you contact them to get the balance removed before playing?
Which casino?
 

vc102684

Newbie member
PABinit
Joined
Feb 1, 2013
Location
United States
Maybe you don't understand what I'm saying. I'll try to explain it better, Say I'm playing with a $10 free chip And there's a Max cash out of a $100 for that free chip, And there's a Max cash out of a $100 for that free chip, Ange after I meet the wagering requirement for my total balance is $200 so $200 is what I've one in total from that $10 free chip in but I can only cash out a maximum of a $100. So I cash that $100 out and instead of removing the remaining $100 when processing my cashout, For whatever reason they forgot to remove it and I made another deposit after I received my winnings from the free chip, and I won $20000 on that deposit But when I go to try to cash out they tell me know because I Violated the terms where is States You cannot make a new deposit until you have played through the balance of a current deposit and bonus and your balance is below USD/EUR/AUD/CAD/ZAR 1 or equivalent amount in Cryptocurrency.
but my issue doesn't apply because they were supposed to remove that remaining balance when they took my cash out from My account And even so their argument is I at least had to play that down to below a dollar before I made another deposit, Why would I have to play down the remaining balance to less than a dollar before I can make another deposit? So because I didn't play it down to less than a dollar theyre saying that my winnings were void. I even asked this as a hypothetical to several of the casino reps there and they even agreed with me but they said their hands were tied and they couldn't really do much about it And I understand they don't wanna losetheir job or anything, But I know I'm not in the wrong and I won that money fair and square. One of the reps even confirmed that in my hypothetical situation they would still pay out any winnings from my deposit wether there was a balance or not! In a way I feel like the manager told me that because it was such a big amount because that's the 1st thing he mentions in the email what a large amount it was so why would that even matter? Anyway I'm hoping to find someone who agrees with me as well because casinomeister happens to be pretty important to them and any mention of it would possibly help me finally get my money.
 

vc102684

Newbie member
PABinit
Joined
Feb 1, 2013
Location
United States
the reason my balance was $94 is because they didnt remove it and they wanted me to play it down to a dollar??? come on
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
right but you say

they were supposed to remove that remaining balance when they took my cash out from My account

does it say that in the T&C's that they will do that?
If it doesn't then why do you think that, and if thats what you believe, why didn't you go to live chat to get it removed before you made another deposit?

It's a shitty term that they are using to void your winnings, but I can't see them backing down unless they do state they will remove it automatically :(
 

vc102684

Newbie member
PABinit
Joined
Feb 1, 2013
Location
United States
right but you say

they were supposed to remove that remaining balance when they took my cash out from My account

does it say that in the T&C's that they will do that?
If it doesn't then why do you think that, and if thats what you believe, why didn't you go to live chat to get it removed before you made another deposit?

It's a shitty term that they are using to void your winnings, but I can't see them backing down unless they do state they will remove it automatically :(
I personally asked in live chat to different reps that said it's automatically removed After a cash out has been made. When I threw this out there at as a hypothetical one of the reps said That would never happen because any remaining balance is automatically removed by the system, That's what he said, ThenWhen I told him who I was he said he does remember when that happened to me and he thought it was wrong
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
I personally asked in live chat to different reps that said it's automatically removed After a cash out has been made. When I threw this out there at as a hypothetical one of the reps said That would never happen because any remaining balance is automatically removed by the system, That's what he said, ThenWhen I told him who I was he said he does remember when that happened to me and he thought it was wrong
Do you have screenshots of the chat?
I don't know anything about the group, maybe @maxd could help with a PAB, if they are responsive.
 

CasinoNinja

Senior Member
MM
Joined
Apr 27, 2017
Location
UK
It's a shitty term, and seems they use it to trap customers like yours. I would suggest a PAB too
 

lord flashheart

Experienced Member
Joined
Mar 20, 2015
Location
UK
Sounds like you were too honest for your own good and they also had poor automation in their backend. I've cleared capped bonuses before on some casinos and some of them only take the excess away when you withdraw the whole amount. I always withdrew the whole balance hoping they would accidentally pay the excess. Still bad for them to cancel that. It's exactly what CM & Max spoke about on the latest podcast
 

vc102684

Newbie member
PABinit
Joined
Feb 1, 2013
Location
United States
Do you have screenshots of the chat?
I don't know anything about the group, maybe @maxd could help with a PAB, if they are responsive.
unfortunately no but I tried at the time to send a copy of the chat transcript but it never came to my email. the person I talked to was Mario though, he'll remember me. Hes the one who said he wishes he could do more but his hands are tied but he said if it was him he'd go all the way to try to get his money.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
I opened a pab
@vc102684 Yes, you did, at 1146pm yesterday. Since then you've continued to post here in direct violation of the Player Arbitration Policies and Procedures , item 2.3. The PAB submission form clearly tells you to read and respect those Rules.
2.3 - DON'T sabotage your complaint.

Posting about your issue on the forums ... while we're working on your PAB undermines our efforts. If we find out you've done so your complaint will likely be canceled. ...

What part of that did you not understand? And yes, I'm aware that you'll have to post in order to answer that but your PAB is 3/4 of the way into the bin already so I'll give you a pass on a response to my question.
 
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vc102684

Newbie member
PABinit
Joined
Feb 1, 2013
Location
United States
sorry I made two comments after submitting the pab, a comment that I opened a pab and the thanks comment. I'm new to this so please bear with me. I dont want to do anything to sabotage my complaint. I apologize
 
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