Alibabet Casino - Pelaajan kotiutus on viivästynyt.

Won 2292€ with real money balance and requested a withdrawal that is still pending as well as my account's verification. Casino asked for a more than average amount of documents which I sent via email and through my profile's verification tab. I asked for a follow up via email and whether my documents were received and Alibababet replied that they have received all the documents. 14.7. I asked for an update about my verification process but casino didn't reply. 17.7 I asked again but haven't received a reply either.

Hello,

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

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

• Have you accumulated your winnings with the help of a bonus?
• Could you please list which documents the casino asked for from you and which documents you provided?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hey!

Thank you for your quick response. I did not wager my bonus however, it was active. Won with real money part of funds and asked the live chat before playing can I withdraw if I win before reaching bonus balance. Live chat said yes.

Here's a list of documents Alibababet requested (all sent and casino confirmed they received them):

• The back side of your ID card or passport
• A valid bank statement
• A valid proof of residence (such as a recent utility bill)
• A selfie holding your ID card or passport
• Proof of ownership of the wallet used for your deposit
• Proof of the transaction(s) from your wallet to our platform (for the deposit)
• Proof of ownership of the wallet to which you are requesting the withdrawal
• Proof of the transaction request from your withdrawal wallet (showing the transaction details)

Thank you very much 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 Punter_Pro,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see how I can help, if possible.

We would also like to invite Alibabet Casino to participate in this discussion.

Dear Alibabet Casino,

Could you kindly provide an update regarding the status of the player's verification and when the player's withdrawal will be processed from your side?

If there are any additional factors contributing to the situation that cannot be shared publicly, please forward them to me at michal.k@casino.guru

Sounds good. Appreciate the help.

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 Punter_Pro

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Moreover, I noticed the casino has closed in the meantime. I received this message when I tried to access their website.

Since the casino previously operated without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could help to change the casino's approach if it decides to reopen. If the casino team decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru