ALEGREBET Casino - Player's account was blocked.

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I am terribly sorry I made the mistake of creating an account on this page because of an advertisement I saw... when I won and having $6,390,268 my account was blocked without any explanation... my account was verified with all the accepted documentation. ..I have spoken to them every day to the only contact they have which is through the chat and the only answer they give me is to send an email and wait for the response....I have been sending them emails every day for more than 1 week and They don't give me any answer...

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Dear alejandroclaudio25,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ALEGREBET Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly was your account blocked? How did you learn about your account being blocked? What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer) Did you achieve your current balance with or without an active bonus? 

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.

Best regards,

Tomas

I created my account approximately 2 to 3 months ago where the first thing I did was verify my account with all the documents that the page asked me for ... 3 weeks ago I began to see that they had restricted the amount of the bets, then I could no longer make any kind of bets and as the days went by about 1 week ago they had already blocked my access to the page.....at first I tried to make a withdrawal and it was rejected, I asked every day and the only The answer they gave me is that the page was in the process of being updated and that the department in charge (I doubt it exists) was going to notify me soon and that I should send all my documents and a selfie with my document to the email support@alegrebet.com and that I should wait for the answer, I have sent them more than 20 emails every day and they have not responded to any...

I bet sports bets and live casino (black Jack) important amounts...however I win I have lost much much more😞😞😞...

I got my balance without an active bonus.... I have found out a little about other players and it seems they have done the same to most of them, they invent that they are in the process of updating to retain their balance

Thanks for the explanation, alejandroclaudio25.

If there is any relevant communication (emails, chats, screenshots) from the casino, could you please send it to my email at tomas@casino.guru? I'll await your reply.

sent

Thank you very much, alejandroclaudio25, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello alejandroclaudio25,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite ALEGREBET Casino to join the conversation.

Dear ALEGREBET Casino,

Can you please provide information regarding the player's blocked account?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear alejandroclaudio25,

Just to give you a quick update. I have successfully established contact with the casino team, and they have provided me with a point of contact who is the appropriate person to assist us in resolving the situation. Currently, I am awaiting additional information from them.

good Thanks... for my part I've tried like a thousand times and I haven't had any response.

Dear alejandroclaudio25,

Just to give you a quick update. I'm still waiting for more information from ALEGREBET Casino.

I will extend the timer for an additional 7 days to have more time to find a suitable solution for this case.

They have no argument for having blocked my account... I never received an answer to my email... this casino is a big scam

Dear alejandroclaudio25,

After a careful review of the evidence and information provided by the casino, I am afraid I am no longer able to pursue this case.

The casino's security team has detected that despite your account being previously verified you have later entered incorrect information when depositing into your casino account, and therefore your account has been flagged as suspicious. Once you requested a withdrawal, the casino security team had to do a very detailed check, and here they found false details you had entered. Unfortunately, due to the fact that this information is confidential, we can't elaborate on it, but we have to agree with the casino's procedure for blocking your account.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint.

We are sorry We could not be of more help on this occasion. If you run into any issues with this or any other casino in the future, please do not hesitate to contact us.

Best regards,

Michal