On February 1, I deposited around $13.00 and had been playing on that until last night (2/6) when I built it up to over $600 and tried to withdraw. The withdrawal process seemed to go very smoothly, it was super easy. The withdrawal page showed that all my funds were withdrawable, zero were locked by bonus. The problem, it seems, stems from 50 free spins that I played this weekend. I won $75 on those spins and it had 40x playthrough, which I completed and received notification of wagering done. When I checked my account this morning I saw that my withdrawal had been rejected, despite receiving 2 emails confirming my ewallet crypto address and withdrawal request. Not only had they rejected it, they took all the money from the withdrawal and what else I had left ($230) account. They credited my account $12 on their Monday Cashback bonus. Altogether they took $805.00! I contacted live chat and spoke to Trevor, who told me it was because I had "mixed" free spins in with my cash deposit. I couldn't get an answer as to why they took all my money, he told me to email support, which I did but have not received a reply.

Dear cindyMD,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please allow me to ask you a few questions so I better understand the situation.

Could you please advise if your win (600) came from an active bonus? Could you please advise what were the rules of the subsequent 50 free spins you played? What rule specifically did the casino state as a justification for the confiscation of your winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

Thank you for responding so quickly, I appreciate any advice/help you can give me.

In answer to your questions:

1. I had long completed the wagering requirements before I won the $600. I even received a notification of wagering done.
2. The rules of the 50 free spins were a 40x play through for depositing account holders.
3. They cited no rule regarding confiscating my winnings. I asked live chat rep Trevor, who told me to contact support for more information. I emailed support, but have not received a reply.

I truly appreciate your help with this, I had no idea what I could do, if anything, but didn’t want them to get away with this. Thank you!

Best Regards,

cindyMD

cindyMD,

Could you please advise, when exactly did you redeem the 50 free spins bonus and when did you finish the wagering on it? With your deposit of $13, were you awarded any deposit match bonus? Would you be able to forward the communication between you and the casino regarding the issue and your bonus history to my email address at [email protected]?

Tomas,

I redeemed the 50 free spins in 2/5/23 and met the wagering requirements probably either that same night or in the early morning hours of 2/6. I don’t think I had a match bonus on the $13, but if I did it had a zero play through requirement (see attached bonus terms). As to my bonus history and communications with the casino, I will forward that to you ASAP, but I have not received a reply from them. I didn’t have the presence of mind to screenshot the live chat I had with support team member Trevor, hindsight is 20/20.

I can’t thank you enough for your help with this, I truly appreciate you!

Best Regards,

cindyMD

Sorry, here is the attachment I mentioned in last email.

Thank you very much, cindyMD, for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear cindyMD,

I am so sorry to hear your winnings were confiscated. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Casino Adrenaline representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Adrenaline,

Could you please state why the player's winnings were confiscated?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Tomas and Stefan,

Thank you, Tomas, for all your help with this, I truly appreciate it.

Stefan, thank you for taking this on for me, I need all the help I can get!

Best Regards,

cindyMD

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Stefan,

I was thinking of contacting support again, though they never responded to my first query. Would you recommend I do that? If they just continue to ignore requests for information, is there any other course of action I could take?

Thank you so much for all your help, very much appreciated!

Best Regards,

cindyMD

Unfortunately, we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as "unresolved", which will influence the casino’s rating negatively.

There is also one more possible way how you can try to receive your winnings - to submit a complaint with the Cura?ao eGaming authority. The complaint form is available through the Cura?ao eGaming License validator on the official casino's website.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Stefan, www.kpvfaw.com