On June 5, the player from Peru requested a withdrawal of S/.990 from their Alegrebet account with a balance of over S/.1700. The next day, their account was blocked, and they received an email accusing them of using a fraudulent system. Alegrebet made a deposit of S/ 212 but refused to pay the remaining amount of over S/ 1500. We rejected this complaint as it was sports betting related.
ALEGREBET Casino - Player’s account has been blocked.
Amount: 1,700 S/.
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
On Monday, June 05, I requested a withdrawal of S/.990 from my Alegrebet account. My total balance is more than S/. 1700.
The next day, Tuesday June 6, I want to enter my account and it appears that it has been blocked, I contacted customer support and they told me that I would receive an email explaining the reason for blocking my account.
Today June 7th, I received the email in which Alegrebet accuses me of the following:
''Hello, we inform you that your account has been blocked in accordance with paragraph 2.2 of our terms and conditions.
2.2. Alegrebet reserves the right to cancel any bonus, jackpot and/or any winnings if Alegrebet suspects that the Player has used a fraudulent system. In such a case, Alegrebet will block the Player's special account and, if there are funds, will make a refund to the payment system used by the Player to restore the original deposit amount.
Likewise, the deposit to your bank account has already been made successfully and the proof of payment is attached.''
Alegrebet made me a deposit of S/ 212. That was the initial deposit I made, while the remaining more than S/ 1500 they do not want to pay me.
It should be noted that my account is verified, I have not used my account to play since approximately Friday, June 02, and this was my first withdrawal that I made.
And what surprises me is that it occurs to them to close an account, and accuse it of a fraudulent system, when they just want to make a withdrawal.
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1 year ago
Dear DiegoVB,
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 can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
Hello, I don't remember if I created my account at the end of last year or the first months of this year, as soon as I created my account, I verified it, since the page gives the option to upload your documents, for verification. But I was placing bets, and I have never used a bonus.
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1 year ago
Which games you’ve been playing (live casino games, slots, or sports betting), please?
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1 year ago
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More than anything sports betting and a live casino game ''Football Card''
In the messages that they have sent me, they only say that I did fraud and that is why they block me, if I ask them for an explanation, they do not answer.
This is a robbery on the part of this house.
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1 year ago
Please forward any relevant communication to petronela.k@casino.guru at your earliest convenience. Also, please bear in mind that if the reason behind closing your account was sports betting-related we won't be able to assist you.
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1 year ago
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Is it possible that you can provide me with the email address of the Alegrebet license provider?
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1 year ago
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Yes, because most of my earnings come from sports betting.
Is there a formal procedure that should be in place to file an official complaint?
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1 year ago
Please send them an email and as a referral use the link of this complaint.
Antillephone should only be contacted by players when they believe an Оperator is in breach of their license. All disputes with an Оperator about a payout, a blocked account, a delay, broken features and so on, should first be taken up directly with the Оperator. If no resolution is found there are number of independent bodies you can contact, which should be listed on the Оperator website.
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1 year ago
Dear DiegoVB,
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.
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1 year ago
Translation
Hello, last week I sent an email to certria@gaminglicences.com .
But so far I have no response from him.
Do you know if they always take time to answer emails?
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1 year ago
It may take a bit longer for them to reply. Unfortunately, I can't give you any time frame. Since your issue is mostly related to sports betting and you already contacted the Licensing Authority, I will close this complaint now.
I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. Since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint in the end. I really wish I were of more help.
PS: If you need any further assistance, please send me an email at petronela.k@casino.guru.
