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Hello, I can log into the casino normally, but neither the deposit option nor the withdrawal option are working. I have 93 Euros in my account and I can't withdraw it accordingly. The chat is offline and I'm not getting any responses to my emails.

Hallo, ich kann mich im Casino zwar ganz normal einloggen, aber weder die Einzahlungsoption, noch die Einzahlungsoption funktioniert. Ich habe noch 93 Euro auf dem Konto und kann die dementsprechend nicht auszahlen. Chat ist offline und auf emails bekomme ich keine Antwort.

Dear AK1982888,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're experiencing with the casino.

To assist you further, could you please provide some additional information?

• Were your winnings accumulated with or without an active bonus?
• Have you tried accessing the deposit and withdrawal options using different devices or browsers?
• When did you first notice this issue with the deposit and withdrawal options?
• Could you confirm whether you've previously made successful deposits or withdrawals from your account?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Petronela

Hello, I didn't use any bonus. I've only made a deposit there so far, but never paid out. Yesterday I noticed for the first time that the deposit option and withdrawal option are no longer displayed. The chat is not available and my email has not been replied to either.

I tried different browsers, even in incognito mode, I don't see any deposit option or withdrawal option.

Hallo, ich habe keinen Bonus benutzt. Ich habe bisher nur eingezahlt dort, aber noch nie ausgezahlt. Gestern ist mir zum ersten Mal aufgefallen, dass die Einzahlungsoption und Auszahlungsoption nicht mehr angezeigt wird. Der Chat ist nicht erreichbar, auf meine Email wurde auch nicht geantwortet.

Ich habe verschiedene Browser probiert, auch im Inkognitomodus, es wird mir keine Einzahlungsoption oder Auszahlungsoption angezeigt.

Thank you very much, AK1982888, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello AK1982888,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and just so you know, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Despite that, the casino should be able to offer at least some withdrawal options. I have found this condition in the casino T&Cs

Are you sure you have wagered your deposit at least 1x?

I will contact the casino to shed more light on this matter.

We would like to invite Alienbet Casino to join the conversation.

Dear Alienbet Casino,

Could you please provide more information on why the player is not able to request a withdrawal?

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 AK1982888,

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 Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru