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 A 4,000 USD value of BTC was then added to vc102684's balance, it was immediately withdrawn, and everything continued regularly.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