I having a problem with named casino. I started to play there like the 2nd October, activated the Welcome bonus (100% first deposit bonus) and started play.
I played several games and won little here and little there, and after a days playing I went up to 1000 Euro. At that point I thought that used all my luck, and decided to make a withdrawal. I did, and it went on pending. Suddenly, I see that all the cash came back to my balance, and the second after it was poof - it was gone, and all I could see was my initial deposit @ 30€.
Immediately, I started chatting with the Live support and they couldnt give me a good reason why, beside that I broke one of the T&C:
"Casino Adrenaline reserves the right to forfeit the winnings and refund the deposit in case of irregular play, defined as but not limited to: placing single bets equal to or more than 25% of the received bonus. When 25% of the received bonus is higher than 7,5 EUR / 7,5 USD / 6 GBP / then the maximum allowed bet is 7,5 EUR/ 7,5 USD / 6 GBP/."
I was very confused; I havent made any bet over 2.50€, like ever. So I asked for my bet log (Witch you as player doesn't have access to) and they showed me that I made ONE bet at 8.80€, that pushed the maxbet per cent contra bonus amount over 25% (29%). I was really confused, and so was the support. There was no way I would put a bet like that, and he agreed, and started an investigation towards their system + the game provider.
The weeks went by, and nothing happend. Everybody said that the investigation was going and I just needed to wait. But yesterday I snaped and started to come with own reasons why the bet was registred - was it possible that it came from "a gamle function", and "yes, of course it was, you violated the T&C". But nowhere in their T&C it says that a gamble is regarded as a single bet.
A irrational person thinks that the innital bet (2.50€) is the amount you gamble with in that kind of function.
But CasinoAdrenaline keep refusing my question. The live support dont know anything whats going on, and refering to that term I posted above, even if I claim that its to vauge.
My question is basicly - am I that stupid that I dont the T&C, or is their definition to vauge and unclear? It was such a unsignificant amount that I won via the "irrigular bet" (17.60€) and it happend one time and one time only. AND that its unclear regarding these gambling function-part in the T&C Can I get my money back?
Best Regards, Karl
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