The player from Portugal had faced difficulties in withdrawing his pending funds of 1389 euros due to recent restrictions on Portuguese users. Despite being assured by the website that the issue was being resolved, it has not been yet. The player usually withdrew funds using cryptocurrencies, but the casino only offered withdrawal via the PIX method, which was unavailable to him. The player had provided all relevant communication between him and the casino to the Complaints Team. Despite repeated attempts by the Complaints Team to invite the casino to resolve the issue, there was no response from the casino. The complaint had been closed as 'unresolved', negatively affecting the casino's rating.
Alienbet Casino - Player is unable to withdraw due to location restriction.
Black points: 663
Amount: €1,389
Alienbet Casino
Safety Index:LowSafety Index
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4.7
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Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
8 months ago
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9 months ago
So I'm Portuguese and recently the website no longer allows Portuguese users to register. However, I have pending funds on the website in the amount of 1389 euros that I cannot withdraw because I don't even have withdrawal options. The website told me to wait and said that the situation was being handled, but this has been over 1 and a half weeks ago. Right now I'm desperate because I think the website wants to keep my money.
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9 months ago
Dear cvmongole,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We believe that country restrictions should not have a negative impact on active users and their accumulated funds. If casinos do not want these players to use their accounts, they can close them, but they must pay out the remaining funds.
Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?
Did the casino provide any options or instructions on how you should proceed?
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,
Kristina
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9 months ago
Translation
I have always withdrawn funds using cryptocurrencies, unfortunately the website only offers funds withdrawal using the PIX method which is only available to those from Brazil. I have never used any type of bonus and unfortunately the casino does not provide any information other than "we are dealing with the situation, you will have to wait".
I've been in this fight for 2 weeks...
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9 months ago
Thank you very much for your reply, cvmongole. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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9 months ago
Translation
Hello. How can I help?
Hello! 👋 How can I help you?
Hi Elena, I'm having trouble withdrawing funds from my account.
They told me to wait a week and that's what I did
and there is still no withdrawal option available
Can you check the situation please?
If not I will be forced to file a complaint
It's too big a sum to be lost here on the site.
Check moment
What is your username?
cvmongole
There is no withdrawal request in your profile
Of course not
I have no option to withdraw the funds
Time
please
This is the withdrawal window
. We've had technical problems these days, but it's still not working properly. I'm afraid we will need to wait until everything is restored
I've been asked to wait a week
Supposedly the pix system is working correctly?
But I'm in Portugal, I don't have pix
I can only withdraw funds via cryptocurrency
I am forwarding your case back to technical support and I hope that we will receive news from them soon to resolve it. Sorry for this situation
Pix works yes
Only you can withdraw with pix
So I want to know how I'm going to get the funds if I'm in Portugal
I want you to resolve the situation
They already told me to wait and this has been more than 1 week
You will not be able to withdraw from Europe. Only available with pix
So are we supposed to keep the money stuck here?
Read
I'm sorry but there is no other withdrawal available at the casino
This was the last conversation I had with casino support. This was the fourth time trying to resolve the situation.
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9 months ago
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Meanwhile, I sent the 4 conversations I had with support to your email.
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9 months ago
Thank you very much, cvmongole, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
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9 months ago
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Will I have to contact him or just wait?
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9 months ago
Hello, cvmongole,
I am sorry to hear about your unpleasant experience, and I am sorry for the delay.
Now I would like to invite the casino to join this conversation and participate in the resolution of this complaint.
Dear Alienbet Casino team,
Can you please look into the player's issue and provide a solution? How could the user withdraw the disputed winnings?
Thank you in advance for providing the information.
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9 months ago
Translation
I still have the same problem, and the alientbet casino team continues to provide no resolution.
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8 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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8 months ago
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Unfortunately I think I'm going to be left without the money, the casino doesn't care about the situation...
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8 months ago
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However, I can no longer access live support, it is never available.
Could it be chance? xD
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8 months ago
Dear cvmongole,
The casino cooperated with me in resolving complaints in the past. So, I will provide the casino with one more chance to comment on this one or write back with the relevant details outside of the thread.
Once again, I will try to contact them in all possible ways to connect with them.
However, please note if no one from the casino responds or provides me with anything relevant, the complaint will be closed in accordance with the information in my previous post.
Thank you for your patience and understanding.
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8 months ago
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Thank you for your support and attention, I will be waiting.
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8 months ago
Dear cvmongole,
Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
There is one more possible way how you can try to solve your issue - to file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use a "Contact" button or by sending your complaint to complaints@gaming-curacao.com/info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed.
If there is any progress on your issue or you need help, please let me know about it at branislav.b@casino.guru.
I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
