Alienbet Casino - Player's promised cashback not received.

Not sure I am at the right place.

I did make deposits at alienbet, thousands of euro’s. You get 10% cashback every month.. I figure this out after I recieve an email on 8 sept. 2023. So 10% cashback on all my making deposits in the month august and September, will have me a view hundreds back.

So I hit the chat, spoke with someone called Luca in chat. Luca told me, the next day.. 10 sept. the cashback will be in my account. End of the day, nearby 11 sept.. nothing recieved so I hit the chat again and spoke with Elena.

Elena told me after a long wait, the cashback needs to be requested between the 1st and 5th of a month. Why you send me a email on the 8th then? And why told me Luca I will recieve the cashback on 10 sept? Elena couldn’t help me further, only gave a cashback from the last day.. €2,26 🥲.

in my opinion it’s a false construction and I don’t feel good about this issue. You spend so much money, recieve a email 3 days after you can request the cashback. Been promised the cashback will recieved 10 sept after you hit chat 8 sept and 9 sept. And then.. 10 sept someone else told me something totally different.

there terms&conditions says between 1st and 5th of the month. But still feeling scammed cause Luca in chat who promised me something else, 2 times. And the email.. customers recieve 3 days later, why not 3 days before?

its a good casino, but the friendly part and the ‘we wanna have players at our casino’ those are missing.

Hope someone can help me here to recieve the cashback.

Dear Notadonkey,

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

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

Do I understand correctly this is the cashback you requested?

Could you please forward the communication between you and the casino? My email is tomas@casino.guru

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 will send my chat conversation by email right now. It’s ridiculous..

Hi Tomas. They block and delete my account after I start talk with casinoguru.

also ask to close my account on 16 sept. 0 responses.. it’s ridiculous they have such a huge rate on your company.

online reviews are shit. Withdraw is only €999 a day.. ridiculous as well.

I reported them to the KSA

Thanks for your message, Notadonkey.

I can see the redemption of the bonus seems to be rather limiting, however, keep in mind we consider a bonus to be a gift from the casino. Casinos in general are not obligated to offer any bonuses and we cannot penalize them if they fail to award you a bonus outside of the bounds set in the terms and conditions of the bonus.

Regarding the issue with your account, could you please let me know about the following questions:

• Was there any balance on your casino account prior to closure?
• When you requested to close your account on September 16th, what was the reason you wished to close your account?

I'll await your reply.

Hi Tomas,

thanks for reply. There was no money on my account, but I deposit after 16 sept €340 euro.. I’ve send different emails and hit the chat about this issue as well.

in chat they told me to send a email, so I did. 16 sept I did request to close my account without a response. When I start talk about casino guru and the KSA, they directly blocked my IP. When I wanna go on there platform I get this message

Hi Tomas,

update: my account is still active and open to deposit. I check my account with a vpn from HongKong. They block europe for deposits… interesting why they did that after my email about you and the KSA.

I think you can’t go to there website anymore as well?

I ask to close my account cause they running illegal on a Dutch market. But i bet if I ask them now to close my account because if gambling issues, they still don’t gonna response and keep my account open.

Since today I am permanent blocked. Took 8 days after my request and loose more then €340 euro in the meantime.

still 0 response to my emails.

Thanks for your patience.

I checked the website and it seems players from the Netherlands are not accepted.

I cannot access the website using a VPN from the Netherlands either.

If you believe it will be best to self-exclude due to gambling issues I would encourage you to do so immediately:

The details of self-exclusion process in the casino is detailed here:

Additional Help

In case of needed help please contact our support team at support@alienbet.com or on our live chat system and one of our agents will be able to give you the details of associations and help phone numbers available in your country.

Conditions and Processes

To self-exclude means to stop betting or gambling for a set time. Self-exclusion can be temporary or permanent. By requesting one of our self-exclusion time periods on offer you agree to the following terms and conditions, which will be effective from the minute you receive a confirmation email of your chosen self-exclusion, this email will be sent to the email address used to register your account only and will display the date of self-exclusion completion. Requests made via our Chat function will not be actioned. However, a customer support agent will direct you to our customer support email service.

On receipt of an email request for account closure, the requested account and any linked accounts will be placed on our first stage, a 24-hr cooling off period which will disable your account or accounts, allowing no gambling activity. Once this time has passed; while your account or accounts remain closed, a customer support agent will inform you of the 1-week, 1-month, 6-months, and permanent self-exclusions available. There will be no variation in these time periods. To proceed with this process, we will require an email response. If we do not receive a response within a further 24 - hrs, your account will be reopened and confirmed by email.

If after reviewing our self-exclusion options you decide you would like to proceed with a permanent self-exclusion, you will be required to set an exclusion period when prompted. On occasion, we might decide to place an account on a short self-exclusion period if we believe it to be needed and or beneficial to the customer. This will be communicated by email; the above terms and conditions will apply.

You are not permitted to leave any balance in your account during a self-exclusion time period. You will not be able to access your account to withdraw any funds during your requested self-exclusion. If you have an account affected by a self-exclusion that has any active bets, the Cash Out function will be applied at the point of self-exclusion confirmation. Bets will not be void; stakes will not be returned or remain active throughout a self-exclusion time period. Bets will not be reinstated after a self-exclusion completion. While Self Excluded, you are not eligible for any form of benefits, bonuses, or reloads.

Once a self-exclusion is applied to your account, it will stay in place until the request time has finished, it will not be reversed or decreased for any reason. Permanent self-exclusion will remain closed indefinitely. We will use all reasonable endeavors to ensure compliance with our responsible gambling self-exclusion policy. However, you accept that we will not be held responsible or liable if you attempt to open any new account or indeed succeed. In addition, we will not be held liable or accountable if you continue to deposit and wager using additional accounts which have previously not been disclosed. Any future wagers, Reward funds, and entries in any promotions during a requested self-exclusion time will be forfeited, resulting in no return of stakes or payment of winnings. We will not be able to reinstate these if the account is reopened after the self-exclusion period. After self-exclusion, you acknowledge that:

You should not attempt to, deposit or place any wager on any of your accounts from which you have requested to be excluded during your selected self-exclusion. You should not attempt or proceed to open any new accounts during your self-exclusion period, or indefinitely if a permanent self-exclusion has been selected. If you succeed in opening a new account during a self-exclusion period, we will endeavor to close any and all such accounts at our earliest detection. Our responsibility is only to take reasonable steps to prevent you from gambling on any of our products. It is also the customer’s responsibility to refrain from breaching these agreed terms.

A self-exclusion request is a voluntary request made by you. If you proceed to act contrary to such a request, nor any of its employees or affiliated persons shall be held accountable or liable for any losses you may suffer. Any losses incurred during the yourself-exclusion period will not be refunded. If you act contrary to a self-exclusion request, we retain discretion to terminate or void any wagers you have placed and to take other appropriate action. Also, if we have suspicions or further investigation provides evidence that you have actively attempted to disguise the source of your account or accounts, which affects our ability to block your account or accounts promptly, the company retains the discretion to terminate or void any wagers you have placed and to take other appropriate action.

Once your selected self-exclusion has come to an end, your account will automatically be reopened. However, you will receive an email confirmation of this information which will be sent to your registered email address.

Do I understand correctly you were able to deposit 340€ and lose it before your account was blocked?

Could you please send me the email with the request to block the casino account you sent to casino support?

Hi Tomas,

haha.. I play and deposit everytime just from the Netherlands with my Dutch ip from ziggo. Since I send them a message about the KSA rules.. you know, casino’s needs a license before they can accept Dutch players, right?

since I told them this issue, a 10 days later then change everything. There terms&conditions and every IP adress from Europe. I do have a screenshot (video) from there terms&conditions before I open an account. Just to be sure..

I did ask twice to close my account by chat.. one told me he will send it to the manager and the other told me to send an email. Every email I’ve send, 5 of them.. 0 response. Alienbet just don’t communicate by email.. if you read online reviews, I am not the only one with this issue.

after I ask to close my account I can deposit over €400 euro in total (after they lock the eu ip adresses, my account was still possible to deposit with a vpn from HongKong). The reason I gave them to close my account, was cause they don’t have the licenses and run illegal on the Dutch market.

I will send a part of the screenshot I have. I bet if you gonna contact them by email they will not response you.

In my opinion, if a client ask to close his account. I did do this on 6 sept and 16 sept.. 6 sept was wrong e-mailadres I’ve used so that one is allrighty.

But 16 sept and they didn’t close it directly but like 10 days later.. not how it works in my opinion. But try to contact them.. impossible.

I bet there are players from Europe who loose everything after they block all the Europe ip adresses. Cant play from UK, VS and all the eu country’s are blocked as well..

As I explained in your previous complaint, the casino has no obligation to protect you from depositing if they are not aware of any gambling issues. Requesting an account closure unfortunately isn't reason enough for granting you a refund in our opinion, as casinos will take steps to not lose you as a customer.

If you want to be protected from depositing further to an online casino, self-exclusion is your best option. Feel free to keep using the template found in your previous complaint: https://casino.guru/jungliwin-casino-player-requests-a-refund-of-his-deposits

Please let me know if there is any information I overlooked otherwise we'll close the complaint.

Hm oké.

sad that ask to close you account isn’t enough. But if this are the rules, fine.

thanks for the help anyway 🙂

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.