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

V

vc102684

Newbie member
PAB Experienced PAB In Progress CM Veteran (10yr+)
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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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.
 
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 :(
 
colinsunderland said:
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 :(
Click to expand...
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
 
vc102684 said:
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
Click to expand...
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.
 
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
 
colinsunderland said:
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.
Click to expand...
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.
 
vc102684 said:
its casino adrenaline but they also have two sister sites casino extreme and casino brango
Click to expand...
the man who might chime in should you go the PAB route is @maxd

edit apologies, I see colin beat me there
 
vc102684 said:
I opened a pab
Click to expand...
@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. ...
Click to expand...

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.
 
Last edited:
CasinoNinja said:
Just refrain to comment on this until its completed and you will be fine. Good luck :)
Click to expand...
@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.
 
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
 
Casino Extreme said:
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
Click to expand...

Thanks for the update Mikey. 20% is better than nothing. Congrats OP!
 
Casino Extreme said:
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
Click to expand...

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?
 
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
 
EngrishJonny said:
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
Click to expand...
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.
 
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
 
Casino Extreme said:
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
Click to expand...

I dont agree with you, sorry.

YOUR SYSTEM FAILED. I feel so sorry for this guy that he had to pay for it.
 
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.
 
paul7388 said:
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.
Click to expand...
No we did not get all the details.....

CRAP you
 

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