Hi,
On the 24 Dec 2015 at approximately 9pm Australian Eastern Standard Time (AEST), I made my first deposit of $US55 at Casino Adrenaline and claimed their promotional offer for people making their first deposit.
My balance to begin was $US110.
Slot game played was “Playboy” during my gaming session at Casino Adrenaline.
My bet amount was $US4.50 when I triggered the free spins feature by getting the 3 scatters which is the Playboy magazine. At the end of the free spins bonus round I won a total of $US9134.70, and my total account balance was approximately $US9750. I took two photos at the time of the win (attached).I then, within a couple of minutes, opened up “Live Support” to speak with an operator. I asked the operator, named Cat, if I had completed the wagering/play through amount required, as stated by the terms and conditions of Casino Adrenaline. I was told by Cat that I had met this requirement and that I could make a withdrawal. I was told to do this in $US1000 increments, and to send verification docs. I made the withdrawals as instructed totalling $US9400. Roughly 2 hours later, whilst still playing, my withdrawals totalling $US9400 at Casino Adrenaline were declined.
The reason, I was told via “Live Support” operator named Dina, was that my IP server shows that I have another registered account at Casino Adrenaline.
This is categorically incorrect and I vehemently dispute this claim made by Casino Adrenaline.
When I asked “Live Support” to provide me with evidence of having a duplicate account, I was told that it could not be done, but was given no reason as to why it can’t be done.
After continuing to argue my case of having one account, and getting the same reply, I was told that if I wish to take it further I had to email support@casinoadrenaline.com.
I sent my email to this address the next day, 25th of December, and the reply I received regarding the reason for declining my withdrawal was that I had duplicate accounts which is a breach of the terms & conditions (which I already knew as I read the terms & conditions upon registration). Again no proof was provided.
I replied to this email (approx. 11am on 26 December) again asking for proof/evidence of my breach. As I type now, it’s roughly been 10 hours, and I have not had a reply.
I would like my withdrawal of $US9400 to be honoured by Casino Adrenaline.
In closing, I would like to say that I have played at online casinos (real money) for almost 2 years. I am fully registered and verified at 15-20 online casinos, and I have never had any issues of this nature ever before.
Thank you
Aaron
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