The player from Brazil had been able to withdraw winnings from AlienBet until withdrawals ceased without explanation. According to the casino, the issue had lain with the Pix payment method. The player had only been able to withdraw R$3,000 of his R$46,000 winnings. AlienBet's customer support had become inaccessible and deposit options had been removed. We had attempted to contact the casino multiple times but received no response. Due to the lack of cooperation from the casino, we marked the complaint as 'unresolved', which might have negatively affected the casino's rating. We had advised the player to contact the Gaming Curacao Authority for further assistance.
Alienbet Casino - Player's Withdrawals Blocked and Customer Support Vanished.
Black points: 1667
Amount: 27,980 R$
Alienbet Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
7 months ago
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7 months ago
Translation
Dear Casino Guru team,
I hope you are well. I am a regular reader of your blog and have always admired the way you approach issues related to the world of online casinos, especially with regard to protection and support for players. Today, I find myself in a delicate situation and I would greatly appreciate your help in resolving a problem with the AlienBet online casino.
Until recently, my experience with AlienBet had been exceptional. I had a series of good earnings, accumulating a total of approximately R$46,000. Withdrawals were occurring smoothly, respecting the daily limit of R$4,000 established in the casino's terms and conditions. However, without any warning or plausible explanation, the looting abruptly stopped.
Initially, when contacting support via chat, I was informed that the problem was related to the payment method via Pix – the only one available to players in Brazil. After some time, I managed to receive a small part of the amount owed, specifically R$2,000 one day and R$1,000 the next day. Since then, specifically from 02/28/2024, I have not received any more amounts. Additionally, customer support, which was previously accessible, has become non-existent. There is no longer any email response, the chat has disappeared, and even the deposit option has been removed.
Faced with this scenario, I am extremely worried and confused. The lack of communication and support from AlienBet is alarming. Not only am I unable to access the rest of my winnings, but I also find myself facing a casino that appears to have ceased operations without any prior notice to its users.
In this context, I turn to Casino Guru in the hope that they can intercede on my behalf or provide guidance on how to proceed. Does AlienBet face financial problems? Is there any hope that the services will be normalized and that I will be able to receive the amounts due? Any assistance or advice you can offer would be greatly appreciated.
Thank you in advance for your time and attention given to this matter. I am available to provide any additional information you may need.
Yours sincerely,
Caio L****
Edited by a Casino Guru admin
Automatic translation:
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7 months ago
Hello caiobbl,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Alienbet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your current balance with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
Hello.
I received a total of around R$18,000, I was receiving it correctly, every day, in accordance with the maximum withdrawal limit established in the terms and conditions. The entire balance was in real money, the account was fully verified, no wonder I was receiving my winnings normally.
However, in the last two weeks of February, I had difficulty receiving payments. According to the chat, there was instability with the payment method via Pix and that it would soon be fixed.
Now in March, the casino seems to have been abandoned, as there is no longer any chat, no one responds to emails, my withdrawal requests are open and forgotten, and what worries me most is that there are no deposit possibilities for Brazilian players. The infamous Pix method disappeared from the deposit tab, and being until then the only deposit method in Brazil, there is apparently no way for AlienBet to raise money in the country.
In this context, I reiterate that I have reached out to Casino Guru in the hope that they can intercede on my behalf or provide guidance on how to proceed. Does AlienBet face financial problems? Is there any hope that the services will be normalized and that I will be able to receive the amounts due?
Thanks!
Automatic translation:
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7 months ago
Thank you caiobbl for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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7 months ago
Hello there,
Thank you caiobbl for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Alienbet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
Thank you!
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7 months ago
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.
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7 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (http://www.gaming-curacao.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
