Alienbet Casino - Player's deposit is missing.

I deposited 200 via Pix and my money has disappeared for 3 days. They claim they can't locate my Pix transaction even though I've sent proof. I'm tired of asking for my money back, it's not a favor, it's rightfully mine.

Dear alessandra80oliveira,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise if you contacted your payment provider already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Dear alessandra80oliveira,

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.

I sent the evidence to the casino and to complain here, as I already spoke to the bank and the amount left my account and went to the casino's account, taking advantage of the casino, it is withholding my withdrawal, it doesn't pay, it said there are limits before, there weren't, now there are and I can't to withdraw!!!!!!! Since the limit is 1000 dollars a day and more has already passed

more than 24 hours and so far they haven't paid sincerely I have prints of the casino saying look for the pix sector I ask for the contact and they don't go through and that's why they are in possession of a value that isn't theirs so many pix that they disappeared with it , when it is proven in court that this amount entered your account automatically as the banking institution says, documented, you responded in court for neglecting to withhold the amount from someone, regarding my withdrawal you have something that is mine in the casino ad I made it possible to withdraw 1000 dollars a day I complied, and they don't pay me, I have print messages from attendants saying that it would be on my account and another saying that it's not much of an excuse, a lot of lies, contradictions, simple, just pay, as soon as they pay me I'll close my account, after they just pay me!!! !!! I'm disappointed, I've already been sick and I'm nervous again about the situation where Brazilians are being made fools of thinking that we don't understand the laws that we are laymen don't underestimate. Casino that doesn't pay players loses their license a little more respect for us players as I was mistreated several times by ironically and sarcastic employees, I'm glad Guru exists to help us and I'm ready to send all prints to the Guru website, thank you Guru Casino

I apologize, but it appears that the translation is not flawless. Have I correctly understood the initial issue that your deposit of R$200 was not credited to your casino account?

This was not credited to my account I asked for the request to close my account by email but they do not respond and in the chat they tell me to go to email I want my account to be closed and I want my money 200.00 in my bank account I immediately want to close the account because I'm not satisfied with the casino at all

They didn't pay and they don't even respond, they disappeared with my 200.00 pix next to my bank, let's sue the casino because it was verified at the central bank, they received the amount immediately when the pix was made, I want the amount in my bank account, they don't respond to email, worst casino

Follow the tests once again

Good casino asked for proof again which I have already sent several times I want the deletion of my account and my money in my bank account even in the face of the problem and with concrete proof they don't pay that says a lot about the nature of the casino and after I complained here I never won again at casino nothing absolutely nothing strange, right, so please delete my account and pay my money I didn't play and win I deposited to play and you disappeared with my money and don't respond to email or casino chat, you solve anything, you're hurting me

They blocked me, they deleted my account and they didn't pay I asked them to pay and after deleting the account they didn't respond to the email they didn't pay me the amount of 200.00 that I deposited to play in front of exams they didn't give it back to me now I have the account deleted

I completely empathize with your frustration, alessandra80oliveira. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 10 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

I don't know why my account was blocked, I said that after paying me the amount that I was going to delete the account, when I went to chat to talk about my deposit, they disappeared with it, I was blocked, I sent an email, they didn't respond, I tried several times to contact them by email and They don't respond and I saw that I'm not the only one, the number of complaints that have similar and very large unfortunately they act in bad faith and I was left without my money they scammed me I made the pix deposit and they disappeared with value they say it never came in it's a absurd

Thank you very much, alessandra80oliveira, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you very much but they blocked me and don't respond to emails, they kept my money and acted in bad faith

Hello, alessandra80oliveira,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Alienbet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Alienbet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Can you check her issue using the screenshots above (details from the bank statements) with the responsible casino's departments, and let us know about the results of the investigation? Can you find the deposit in question? What happened there?

If it suits you better, feel free to reply to my email (branislav.b@casino.guru).

Thank you in advance for providing the information.

I thank Guru casino because they blocked me and don't respond to emails I'm also waiting for a response where is my money, proof that you received it and disappeared with it and then took my access to the casino away from me

blocking

They sent me this email but I'm blo

Thank you for the update, alessandra80oliveira.

No one from the casino has contacted me yet, but there is still enough time to respond.

I am not sure about the correctness of the translation of your screenshot, but if I understand it correctly, they asked you to confirm/accept the gift of 1,000 BRL, right?

Did you confirm it and reply to the casino? If yes, is there any progress on your issue? Did they reply to you? If yes, what information did you receive? Can you please provide me with an update? Did you try to log into your account? Is it accessible or is it still blocked/closed? Any news regarding the non-credited deposit?

However, let's wait and see what the casino replies, if at all. Without their cooperation, unfortunately, we cannot do much to help you.

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 alessandra80oliveira,

Although we are still waiting for a response and details from the casino, please note I am still waiting for answers to the questions I asked you in one of my previous posts.

They gave me a bonus of 1000.00 and it was agreed that as for them not answering, I don't know, and I always answered all the questions, can you tell me which questions I didn't answer please?

"I am not sure about the correctness of the translation of your screenshot, but if I understand it correctly, they asked you to confirm/accept the gift of 1,000 BRL, right?

Did you confirm it and reply to the casino? If yes, is there any progress on your issue? Did they reply to you? If yes, what information did you receive? Can you please provide me with an update? Did you try to log into your account? Is it accessible or is it still blocked/closed? Any news regarding the non-credited deposit?"

Your last screenshot looks like it was sent after all the previous events happened, so I only would need to clarify the current status of your issue and the situation. That is all. Basically, if there is no progress or news, and the situation is unchanged, there is nothing to add, just let me know about it.

However, yes, we are still waiting for the casino's response because we cannot move anywhere without their cooperation.

Dear alessandra80oliveira,

According to our internal policy and standards for the complaint process, I should close the complaint as unresolved, and the casino's rating would be decreased.

However, recently, I was provided with new contacts for the casino, which my colleagues got at a meeting with the casino representatives in person.

Therefore, I will try to contact all the available contacts and gather as much information and details as I can from these contacts, so I will provide them with some extra time to respond.

But, in the meantime, as I mentioned above several times, I also asked you a few questions, and I would like to receive clear answers to them. Although we try to help players with their issues, we require full cooperation and details we are asking for from them. It does not work like that only the casino is the one who should explain or prove something. So, I would like to repeat my questions above directed to you and also ask a few additional ones, and I will require answers from you.

"I am not sure about the correctness of the translation of your screenshot, but if I understand it correctly, they asked you to confirm/accept the gift of 1,000 BRL, right?

Did you confirm it and reply to the casino? If yes, is there any progress on your issue? Did they reply to you? If yes, what information did you receive? Can you please provide me with an update? Did you try to log into your account? Is it accessible or is it still blocked/closed? Any news regarding the non-credited deposit?"

Did you contact your bank/payment method provider regarding the debited transaction from your account in question, and ask about the details? Was this transaction successfully processed so the funds left your account and have not been returned to your account (as a new credited transaction, in the form of a reversed transaction, or as an unaccounted transaction - as if it was not debited from your account or as it is in some cases, that your balance was not changed before and after the transaction)?

If there was any communication between you and your bank/payment method provider regarding the transaction, can you please send all of it to my email address (branislav.b@casino.guru)?

Please note if you are not able and willing to cooperate in resolving your issue, which is significantly dragging out the entire process, I am afraid I will be forced to think about complaint closure, however, probably not to your satisfaction.

In case you are experiencing problems with translations, it would be great if you could ask someone for help or (for example) try to translate my posts and questions manually using an online translator.

Looking forward to hearing from you.

Yes, I received the amount of 1000.00 to play at the casino, I withdrew 500.00, that was all I could, I played the rest and deleted the account

So, if I understand correctly, the casino credited 1000 as a gift to your account, as a form of compensation for the inconvenience and issues caused, you continued playing, and even successfully withdrew 500 BRL from the casino.

Since the disputed amount of the complaint is 200 BRL, a non-credited deposit, but the casino credited your account with a 5x higher amount, so more than you tried to get back, can I consider your main issue (the non-credited deposit) resolved and close the complaint?

If not, and you need further assistance regarding your non-credited deposit - please, look at my previous post and answer all of my questions.

Dear alessandra80oliveira,

Although you did not answer all the questions and did not clarify some details, based on the information received from the casino, I will not drag it out and will close the case as successfully resolved.

Those 1,000 BRL was indeed compensation for the inconvenience caused by the non-credited deposit. There was a technical issue with the payment method used, and unfortunately, it took some time until the casino solved the issue with its 3rd party payment provider. Basically, despite it not being only a problem on the casino's side, it credited you with a 5x higher amount compared to your disputed funds, which was not a bonus, as you claimed, but was credited to your playing balance without a requirement for wagering. Thus, it was completely up to you what you decided to do with those funds, while you received more than you disputed. You could have withdrawn it immediately.

Since we consider the issue successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thanks also to the Alienbet Casino Team for their help and cooperation outside the thread.

Best regards,

Branislav, Casino.guru