Casino Adrenaline - A retirada do jogador é adiada e os ganhos são bloqueados.

I made a verification deposit of $20 worth of dogecoin to get my $50 from winning welcome bonus. After making the deposit, i requested withdrawal of $50 equivelant in dogecoin. By doing so, that put all my winnings from the bonus outside my account. I then proceeded to play with the money i deposted and i won a little. When i went to cashout they only let me cashout my winnings from the bonus plus my deposit and would not let ne have the winnings from my deposit because they claimed that i was playing along with the bonus still, although i had no access to those funds because they were in the processing stage of being paid out.

Dear TheHippo,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble with your withdrawal. I understand how frustrating it must be to feel like your winnings are being withheld, especially after following the casino’s instructions.

To better understand your situation and determine how we can help, could you please clarify the following details?

• How much was your balance after you completed the bonus wagering?
• Were your winnings capped after you completed the bonus wagering?
• Could you forward your game history and any relevant communication with the casino to petronela.k@casino.guru? This would help us better assess the situation.

Your cooperation is crucial if we wish to proceed with your case and try to resolve the issue. The more details and supporting evidence we have, the stronger our position will be in mediating this matter.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Ok, I sent you the email. The chat log I had already sent with the complaint. I can't find it in my phone anymore so I hope you have it.

Hi TheHippo,

Thank you for your reply and for the email and screenshots. I appreciate your cooperation.

To further strengthen your case, would it be possible for you to forward your game history as well? This could help clarify any potential issues related to wagering, winning caps, or gameplay conditions. If you can access it from your casino account, please download a copy and send it to petronela.k@casino.guru.

Looking forward to your reply.

Dear TheHippo,

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 we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.