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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****

Prezado time do Casino Guru,

Espero que estejam bem. Sou um leitor assíduo do blog de vocês e sempre admirei a maneira como abordam questões relacionadas ao universo dos cassinos online, especialmente no que diz respeito à proteção e suporte aos jogadores. Hoje, encontro-me em uma situação delicada e gostaria imensamente da ajuda de vocês para resolver um problema com o cassino online AlienBet.

Até recentemente, minha experiência com a AlienBet havia sido excepcional. Tive uma série de bons ganhos, acumulando um total de aproximadamente R$ 46.000. Os saques estavam ocorrendo de maneira fluida, respeitando o limite diário de R$ 4.000 estabelecido nos termos e condições do cassino. No entanto, sem qualquer aviso ou explicação plausível, os saques cessaram abruptamente.

Inicialmente, ao entrar em contato com o suporte via chat, fui informado de que o problema era relacionado ao método de pagamento via Pix – o único disponível para jogadores do Brasil. Após algum tempo, consegui receber uma pequena parte do montante devido, especificamente R$ 2.000 em um dia e R$ 1.000 no dia seguinte. Desde então, especificamente a partir do dia 28/02/2024, não recebi mais nenhum valor. Além disso, o suporte ao cliente, que anteriormente estava acessível, tornou-se inexistente. Não há mais resposta por e-mail, o chat desapareceu, e até mesmo a opção para depósitos foi removida.

Diante desse cenário, estou extremamente preocupado e confuso. A ausência de comunicação e suporte por parte da AlienBet é alarmante. Não apenas estou impossibilitado de acessar o restante dos meus ganhos, mas também me vejo diante de um cassino que aparenta ter encerrado suas operações sem qualquer aviso prévio aos seus usuários.

Neste contexto, recorro ao Casino Guru na esperança de que possam interceder em meu nome ou fornecer orientação sobre como proceder. Será que a AlienBet enfrenta problemas financeiros? Existe alguma esperança de que os serviços sejam normalizados e que eu possa receber os valores devidos? Qualquer assistência ou conselho que vocês puderem oferecer seria imensamente apreciado.

Agradeço antecipadamente pelo tempo e atenção dispensados a este assunto. Estou à disposição para fornecer quaisquer informações adicionais que possam ser necessárias.

Atenciosamente,

Caio L****

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

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!

Olá.

Recebi ao todo em torno de R$ 18.000, estava recebendo certinho, todos os dias, de acordo com o limite máximo de retirada estabelecido em termos e condições. Todo o saldo estava em dinheiro real, a conta estava totalmente verificada, não a toa estava recebendo os ganhos normalmente.

No entanto, nas últimas duas semanas do mês de fevereiro, tive dificuldades de receber os pagamentos. Segundo o chat, era instabilidade com o método de pagamento via Pix e que em breve seria consertado.

Agora já em março, o cassino parece ter sido abandonado, pois não tem mais chat, ninguém responde emails, as minhas solicitações de saques estão abertas e esquecidas, e o que mais me preocupa é que não há nem possibilidades de depósito para jogadores brasileiros. O famigerado método Pix sumiu da aba de depósito, e sendo até então o único método de depósito no Brasil, aparentemente não há como a AlienBet arrecadar dinheiro no país.

Neste contexto, reitero que busco o Casino Guru na esperança de que possam interceder em meu nome ou fornecer orientação sobre como proceder. Será que a AlienBet enfrenta problemas financeiros? Existe alguma esperança de que os serviços sejam normalizados e que eu possa receber os valores devidos?

Obrigado!

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

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!

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.

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