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I'm filing a complaint about the ease with which they despotically plunder any winnings generated, under terms and conditions they interpret as profit. I used a coupon for free spins, not a cash balance (which DID exclude my country), but they offered me some free spins, which I made a very high rollover, and they only took my winnings. They told me I have an account with them, but they're giving me my Casino Adrenaline username, which I've investigated; they're managed by the same company. I'm a Casino Adrenaline customer and make frequent deposits. I've reviewed absolutely all the terms and conditions of both, and there's no one where having an account at another casino could be a duplicate account. I ask them to show me my other account, but they don't. They just send me a username, which happens to be the one I have registered at Casino Adrenaline, along with the email and information. It's not fair that if someone manages to make a minimal free win, they withdraw those winnings for no reason.

Support confirmed that I didn't have an account with them and asked me to withdraw my earnings. Now my earnings are gone and my balance shows zero.

Estoy presentando una queja por la facilidad que tienen para realizar de manera déspota despojos de cualquier ganancia generada, bajo términos y condiciones que interpretan a beneficio. Yo utilice un cupón de giros gratis, no de saldo efectivo (el cual SI estaba excluido mi país) pero ellos me ofrecieron unos giros gratis, los cuales he realizado un rollover altísimo y ellos solamente me quitaron mis ganancias, me dijeron que tengo una cuenta con ellos, pero me están dando mi usuario de Casino Adrenaline que he investigado, son manejados por la misma empresa. Soy cliente de Casino Adrenaline, y realizó depósitos frecuentemente, he revisado absolutamente todos los términos y condiciones de ambos y no hay ninguno donde tener cuenta en otro casino sea duplicado de cuenta. Les pido que me muestren mi otra cuenta y no lo hacen, solo me mandan un usuario que casualmente es el usuario que tengo registrado en Casino adrenaline, el correo e información. No es justo que si uno logra hacer una mínima ganancia libre, ellos retiren las ganancias sin motivo.

Soporte confirmo que no tenía cuenta con ellos y me solicitó hacer mi retiro, ahora mis ganancias se han ido y mi saldo aparece cero.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I would like to clarify my problem. It's not a delay in the refund of my winnings; they were deleted without justification. And I demand compliance from the casino. They have manipulated data to delete my winnings.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, no news. The casino was hoping they would at least respond to me here and comment on the matter, but that hasn't been the case. They've withdrawn my winnings.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please specify exactly which bonus you used — what were its conditions, and where was it offered?

Do you know if anyone from your household or someone you know has an account with this casino?

Have you possibly claimed the same or similar bonus at Casino Adrenaline or any other casino operated by the same company?

Did you manage to clarify with the casino whether the account they are referring to is actually your Casino Adrenaline account? Do they acknowledge that the account belongs to a different casino, or do they treat it as if it's part of the same site?

Please send us the complete communication you had with the casino regarding this issue. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru