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

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Just refrain to comment on this until its completed and you will be fine. Good luck :)
@vc102684 , CasinoNinja has it right. Just don't post any further on these forums about your issue until we are done our work and given a decision and all will be well. :thumbsup:

PS. I've tweaked the thread title slightly to make it less generic, I trust no one will be unduly inconvenienced.
 

Casino Extreme

Official Rep for Casino Extreme
Joined
Feb 25, 2015
Location
Serbia
Hi everyone,

Now that the PAB is happily resolved, I'd like to update this thread with the full information we have.

The issue which occurred on the 23rd of October 2020 revolves around the fact that a deposit was made on top of an existing “Excess Balance”, made during previous Free Chip gameplay. Due to a very unfortunate set of circumstances – where a deposit was credited within 40 seconds from the moment when Cashout was processed – this Excess Balance was not properly removed from vc102684's account.

Due to this, the deposit was in direct contradiction with the following term:
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.

While it may appear as a technicality at the first glance, please understand that betting patterns and individual bet amounts are directly impacted by the visible Playable Balance. If this Playable Balance amount is invalid – bets and wins must be considered such as well.

It is important to note that we have had the pleasure of being vc102684's hosts for multiple years – at Casino Adrenaline, as well as in our sisters Brango and Extreme. I am happy to say that no similar problem has happened before or since, and am also pleased to say that over the years – vc102684 has had many, many opportunities to experience our Instant Withdrawals, first-hand.

Our Head of Banking Alex has reached out to vc102684 at the time when the situation happened, and they've had a prolonged Live Chat session during which everything was thoroughly discussed and explained. Due to vc102684's long-standing relationship with us – and the fact that vc102684 is a VIP member – Alex was able to make an exception to the rules, by allowing an exception withdrawal of 4,000 USD. At the time, this appeared to be an appropriate resolution to the entire unfortunate situation for all parties involved. A 4,000 USD value of BTC was then added to vc102684's balance, it was immediately withdrawn, and everything continued regularly.

The situation hasn't been discussed again, up until this thread was created. Nevertheless, I am happy that we've resolved this again, with the help of PAB.

Sincerely,
Mikey
Casino Management
 

Najasaki

Keep It Simple, Stupid.
PABaccred
Joined
Aug 24, 2010
Location
Your Happy Place
Hi everyone,

Now that the PAB is happily resolved, I'd like to update this thread with the full information we have.

The issue which occurred on the 23rd of October 2020 revolves around the fact that a deposit was made on top of an existing “Excess Balance”, made during previous Free Chip gameplay. Due to a very unfortunate set of circumstances – where a deposit was credited within 40 seconds from the moment when Cashout was processed – this Excess Balance was not properly removed from vc102684's account.

Due to this, the deposit was in direct contradiction with the following term:
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.

While it may appear as a technicality at the first glance, please understand that betting patterns and individual bet amounts are directly impacted by the visible Playable Balance. If this Playable Balance amount is invalid – bets and wins must be considered such as well.

It is important to note that we have had the pleasure of being vc102684's hosts for multiple years – at Casino Adrenaline, as well as in our sisters Brango and Extreme. I am happy to say that no similar problem has happened before or since, and am also pleased to say that over the years – vc102684 has had many, many opportunities to experience our Instant Withdrawals, first-hand.

Our Head of Banking Alex has reached out to vc102684 at the time when the situation happened, and they've had a prolonged Live Chat session during which everything was thoroughly discussed and explained. Due to vc102684's long-standing relationship with us – and the fact that vc102684 is a VIP member – Alex was able to make an exception to the rules, by allowing an exception withdrawal of 4,000 USD. At the time, this appeared to be an appropriate resolution to the entire unfortunate situation for all parties involved. A 4,000 USD value of BTC was then added to vc102684's balance, it was immediately withdrawn, and everything continued regularly.

The situation hasn't been discussed again, up until this thread was created. Nevertheless, I am happy that we've resolved this again, with the help of PAB.

Sincerely,
Mikey
Casino Management

Thanks for the update Mikey. 20% is better than nothing. Congrats OP!
 

toms596

Newbie member
Joined
Mar 19, 2018
Location
Uk
Hi everyone,

Now that the PAB is happily resolved, I'd like to update this thread with the full information we have.

The issue which occurred on the 23rd of October 2020 revolves around the fact that a deposit was made on top of an existing “Excess Balance”, made during previous Free Chip gameplay. Due to a very unfortunate set of circumstances – where a deposit was credited within 40 seconds from the moment when Cashout was processed – this Excess Balance was not properly removed from vc102684's account.

Due to this, the deposit was in direct contradiction with the following term:
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.

While it may appear as a technicality at the first glance, please understand that betting patterns and individual bet amounts are directly impacted by the visible Playable Balance. If this Playable Balance amount is invalid – bets and wins must be considered such as well.

It is important to note that we have had the pleasure of being vc102684's hosts for multiple years – at Casino Adrenaline, as well as in our sisters Brango and Extreme. I am happy to say that no similar problem has happened before or since, and am also pleased to say that over the years – vc102684 has had many, many opportunities to experience our Instant Withdrawals, first-hand.

Our Head of Banking Alex has reached out to vc102684 at the time when the situation happened, and they've had a prolonged Live Chat session during which everything was thoroughly discussed and explained. Due to vc102684's long-standing relationship with us – and the fact that vc102684 is a VIP member – Alex was able to make an exception to the rules, by allowing an exception withdrawal of 4,000 USD. At the time, this appeared to be an appropriate resolution to the entire unfortunate situation for all parties involved. A 4,000 USD value of BTC was then added to vc102684's balance, it was immediately withdrawn, and everything continued regularly.

The situation hasn't been discussed again, up until this thread was created. Nevertheless, I am happy that we've resolved this again, with the help of PAB.

Sincerely,
Mikey
Casino Management

Who was responsible for removing the excess balance? If it wasn't down to vc102684 then how does he become responsible for breaking the term?
 

EngrishJonny

Newbie member
Joined
Jan 19, 2019
Location
BC
Am I reading this correctly - Casino Failed to update when user pressed; gave false balance reading

User then deposits - Super lucks out and Casino tried a shady move to only be exposed to 20% of the amount user actually won??

WHAT A SHADY CASINO !!!

and what a weird rule - what if I deposited $50 - played a couple of spins and said to self let’s buy some bonus or increase stake - You make players play that balance to zero rather than top up ? WTF ???

Shame on you guys; shame on Alex and making out was doing the user a favour rather than bending him over and sc*wing him for $16,000
 

Cocochanel

Experienced Member
Joined
Jan 9, 2014
Location
Denmark
Am I reading this correctly - Casino Failed to update when user pressed; gave false balance reading

User then deposits - Super lucks out and Casino tried a shady move to only be exposed to 20% of the amount user actually won??

WHAT A SHADY CASINO !!!

and what a weird rule - what if I deposited $50 - played a couple of spins and said to self let’s buy some bonus or increase stake - You make players play that balance to zero rather than top up ? WTF ???

Shame on you guys; shame on Alex and making out was doing the user a favour rather than bending him over and sc*wing him for $16,000
Poor casino....shame on them, and remember he was a VIP.....I hope he does not play with them again. THEY made a mistake and the player pays for it.

Pay the guy 20.000, he deserves it...the casino made a mistake, make it up for your so called VIP member, or dont you have the money.
 

Casino Extreme

Official Rep for Casino Extreme
Joined
Feb 25, 2015
Location
Serbia
Hello everyone,

Thank you for your feedback.

Unfortunately, when the terms are breached as clearly as they were in this case, there really isn't much we can do. We have done our absolute best to meet the player half way, and pay as much of the winnings as possible.

I am glad we have reached an understanding with the player, and that we've maintained the trust the player has with us. As I previously mentioned, no similar situation happened either before or since.

Sincerely,
Mikey
Casino Management
 

Cocochanel

Experienced Member
Joined
Jan 9, 2014
Location
Denmark
Hello everyone,

Thank you for your feedback.

Unfortunately, when the terms are breached as clearly as they were in this case, there really isn't much we can do. We have done our absolute best to meet the player half way, and pay as much of the winnings as possible.

I am glad we have reached an understanding with the player, and that we've maintained the trust the player has with us. As I previously mentioned, no similar situation happened either before or since.

Sincerely,
Mikey
Casino Management

I dont agree with you, sorry.

YOUR SYSTEM FAILED. I feel so sorry for this guy that he had to pay for it.
 

paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
From the Rep,s reply it sounds as if the payer got paid more than 4k as he had already got that before he did a PAB.

But back to the problem. Yes the casino should have cleared the balance. But once the player had deposited and saw his balance he should have got the old bonus removed.

The rest of this thread and slating of casino is all speculation.

As no details are posted noone knows exactly how much bonus was left in account. With a much larger balance than normal it is easier to bet high and win more. Also the players deposit could have been lost and he could actually have won on left over bonus. Noone knows so all this crap the player deserves 20k is pretty crap without the facts. He broke the terms clearly. And by sounds of it the casino came to an agreement he found satisfactory. A lot of casinos would have paid him sod all.
 

Cocochanel

Experienced Member
Joined
Jan 9, 2014
Location
Denmark
From the Rep,s reply it sounds as if the payer got paid more than 4k as he had already got that before he did a PAB.

But back to the problem. Yes the casino should have cleared the balance. But once the player had deposited and saw his balance he should have got the old bonus removed.

The rest of this thread and slating of casino is all speculation.

As no details are posted noone knows exactly how much bonus was left in account. With a much larger balance than normal it is easier to bet high and win more. Also the players deposit could have been lost and he could actually have won on left over bonus. Noone knows so all this crap the player deserves 20k is pretty crap without the facts. He broke the terms clearly. And by sounds of it the casino came to an agreement he found satisfactory. A lot of casinos would have paid him sod all.
No we did not get all the details.....

CRAP you
 

CasinoNinja

Senior Member
MM
Joined
Apr 27, 2017
Location
UK
I'm sorry, but should not his "excess balance" be removed automatically? Why is the customer getting punished because your system failed?
 
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