So I'm Portuguese and recently the website no longer allows Portuguese users to register. However, I have pending funds on the website in the amount of 1389 euros that I cannot withdraw because I don't even have withdrawal options. The website told me to wait and said that the situation was being handled, but this has been over 1 and a half weeks ago. Right now I'm desperate because I think the website wants to keep my money.

Dear cvmongole,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We believe that country restrictions should not have a negative impact on active users and their accumulated funds. If casinos do not want these players to use their accounts, they can close them, but they must pay out the remaining funds.

Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Did the casino provide any options or instructions on how you should proceed?

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,

Kristina

I have always withdrawn funds using cryptocurrencies, unfortunately the website only offers funds withdrawal using the PIX method which is only available to those from Brazil. I have never used any type of bonus and unfortunately the casino does not provide any information other than "we are dealing with the situation, you will have to wait".

I've been in this fight for 2 weeks...

Já retirei fundos antes sempre por via criptomoedas, infelizmente o website só disp?e de levantamento de fundos através do método PIX que só está disponível para quem é do Brasil. Nunca usei qualquer tipo de bónus e infelizmente o casino n?o fornece qualquer situa??o a n?o ser " estamos a tratar da situa??o terá que aguardar".

Estou nesta luta faz 2 semanas...

Thank you very much for your reply, cvmongole. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hello. How can I help?

Hello! ?? How can I help you?

Hi Elena, I'm having trouble withdrawing funds from my account.

They told me to wait a week and that's what I did

and there is still no withdrawal option available

Can you check the situation please?

If not I will be forced to file a complaint

It's too big a sum to be lost here on the site.

Check moment

What is your username?

cvmongole

There is no withdrawal request in your profile

Of course not

I have no option to withdraw the funds

Time

please

This is the withdrawal window

. We've had technical problems these days, but it's still not working properly. I'm afraid we will need to wait until everything is restored

?

I've been asked to wait a week

Supposedly the pix system is working correctly?

But I'm in Portugal, I don't have pix

I can only withdraw funds via cryptocurrency

I am forwarding your case back to technical support and I hope that we will receive news from them soon to resolve it. Sorry for this situation

Pix works yes

Only you can withdraw with pix

So I want to know how I'm going to get the funds if I'm in Portugal

I want you to resolve the situation

They already told me to wait and this has been more than 1 week

You will not be able to withdraw from Europe. Only available with pix

So are we supposed to keep the money stuck here?

Read

I'm sorry but there is no other withdrawal available at the casino

This was the last conversation I had with casino support. This was the fourth time trying to resolve the situation.

Olá. Como posso ajudar?

Olá! ?? Como posso te ajudar ?

Olá Elena estou com problemas em levantar os fundos da minha conta

disseram-me para aguardar uma semana e foi o que fiz

e continuo sem op?ao de levantamento disponivel

Pode verificar a situa?ao por favor ?

Se nao vou ser for?ado a fazer queixa

é uma quantia muito grande para ficar perdida aqui no site

Momento verifico

Nome usuario cual e?

cvmongole

N?o há solicita??o de saque em seu perfil

Pois claro que nao

N?o tenhoi opcao para sacar os fundos

Momento

por favor

Está assim a janela de levantamento

. .Tivemos problemas técnicos esses dias, mas ainda assim n?o está funcionando corretamente. Receio que precisemos esperar até que tudo esteja restaurado

?

Já me pediram para esperar uma semana

Supostamente o sistema de pix está a funcionar certo ?

Mas eu estou em Portugal nao tenho pix

Só consigo levantar os fundos por criptomoeda

Estou repassando seu caso novamente para o suporte técnico e espero que em breve recebamos novidades deles, para resolvê-lo. Desculpe por esta situa??o

Pix funciona sim

Só você pode retirar com pix

ENt?o quero saber como vou tirar os fundos se estou em Portugal

Quero que resolvam a situa?ao

ja me disseram apra aguadar e isto ja foi á mais de 1 semana

Da Europa você n?o poderá se retirar. Só está disponível com pix

Ent?o é suposto ficar com o dinheiro aqui preso ?

Lida

Lamento, mas n?o há outro saque disponível no cassino

Esta foi a ultima conversa que tive com o suporte do casino. Tendo sido a quarta vez a tentar resolver a situa?ao.

Meanwhile, I sent the 4 conversations I had with support to your email.

Entretanto enviei as 4 conversas que tive com o suporte para o seu email.

Thank you very much, cvmongole, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) 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.  

Will I have to contact him or just wait?

Terei que entrar em contato com ele ou só aguardar ?

Hello, cvmongole,

I am sorry to hear about your unpleasant experience, and I am sorry for the delay.

Now I would like to invite the casino to join this conversation and participate in the resolution of this complaint.

Dear Alienbet Casino team,

Can you please look into the player's issue and provide a solution? How could the user withdraw the disputed winnings?

Thank you in advance for providing the information.

I still have the same problem, and the alientbet casino team continues to provide no resolution.

Continuo com o mesmo problema, e a equipa da alientbet casino continua sem fornecer resolu??o.

We would like to ask the casino to reply to this complaint. We are extending the timer. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Unfortunately I think I'm going to be left without the money, the casino doesn't care about the situation...

Infelizmente acho que vou ficar mesmo sem o dinheiro , o casino nao quer saber da situa?ao...

However, I can no longer access live support, it is never available.

Could it be chance? xD

Entretanto já nem consigo ter acesso ao live suporte, nunca se encontra disponível.

Será acaso ? xD

Dear cvmongole,

The casino cooperated with me in resolving complaints in the past. So, I will provide the casino with one more chance to comment on this one or write back with the relevant details outside of the thread.

Once again, I will try to contact them in all possible ways to connect with them.

However, please note if no one from the casino responds or provides me with anything relevant, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.

Thank you for your support and attention, I will be waiting.

Obrigado pelo apoio e aten??o, ficarei a aguardar.

Dear cvmongole,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more possible way how you can try to solve your issue - to file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use a "Contact" button or by sending your complaint to [email protected]/[email protected]. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed.

If there is any progress on your issue or you need help, please let me know about it at [email protected].

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, www.kpvfaw.com