ALEGREBET Casino - プレイヤーのアカウントはブロックされました。

On Monday, June 05, I requested a withdrawal of S/.990 from my Alegrebet account. My total balance is more than S/. 1700.

The next day, Tuesday June 6, I want to enter my account and it appears that it has been blocked, I contacted customer support and they told me that I would receive an email explaining the reason for blocking my account.

Today June 7th, I received the email in which Alegrebet accuses me of the following:

''Hello, we inform you that your account has been blocked in accordance with paragraph 2.2 of our terms and conditions.

2.2. Alegrebet reserves the right to cancel any bonus, jackpot and/or any winnings if Alegrebet suspects that the Player has used a fraudulent system. In such a case, Alegrebet will block the Player's special account and, if there are funds, will make a refund to the payment system used by the Player to restore the original deposit amount.

Likewise, the deposit to your bank account has already been made successfully and the proof of payment is attached.''

Alegrebet made me a deposit of S/ 212. That was the initial deposit I made, while the remaining more than S/ 1500 they do not want to pay me.

It should be noted that my account is verified, I have not used my account to play since approximately Friday, June 02, and this was my first withdrawal that I made.

And what surprises me is that it occurs to them to close an account, and accuse it of a fraudulent system, when they just want to make a withdrawal.

El dia Lunes 05 de Junio, solicite un retiro de S/.990 de mi cuenta de Alegrebet. Mi saldo total es de mas de S/. 1700.

Al dia siguiente , Martes 06 de junio, quiero ingresar a mi cuenta y me sale que ha sido bloqueada, me comunique con soporte al cliente y me comentaron, que me llegara un correo explicandome la razón del bloqueo de mi cuenta.

Hoy 07 de Junio, me llego el correo en el que Alegrebet, me acusa de lo siguiente:

''Hola, le informamos que su cuenta ha sido bloqueada de acuerdo con el párrafo 2.2 de nuestros términos y condiciones.

2.2. Alegrebet se reserva el derecho de cancelar cualquier bono, premio mayor y/o cualquier ganancia si Alegrebet sospecha que el Jugador ha utilizado un sistema fraudulento. En tal caso, Alegrebet bloqueará la cuenta especial del Jugador y, de existir fondos, realizará un reembolso al sistema de pago utilizado por el Jugador para restituir el monto del depósito original.

Asimismo, el depósito a su cuenta bancaria ya ha sido realizado con éxito y se le adjunta el comprobante de pago.''

Alegrebet me hizo un deposito de S/ 212. Que fue el deposito inicial que hice, Mientras que los restantes mas de S/ 1500 no me los quieren pagar.

Cabe indicar que mi cuenta esta verificada, mi cuenta no la uso para jugar desde aproximadamente el dia Viernes 02 de Junio, y este era mi primer retiro que realizaba.

Y lo que me sorprende es que se les ocurra cerrar un cuenta, y acusala de sistema fraudulento, cuando recien se quiere realizar un retiro.

Dear DiegoVB,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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 don't remember if I created my account at the end of last year or the first months of this year, as soon as I created my account, I verified it, since the page gives the option to upload your documents, for verification. But I was placing bets, and I have never used a bonus.

Hola, mi cuenta no recuerdo si la cree a fines del año pasado o los primeros meses de este año, apenas cree mi cuenta, la verifique, ya que la pagina da la opcion de subir tus documentos, para su verificacion. Mas estuve realizando apuestas, y nunca he utilizado un bono.

Which games you’ve been playing (live casino games, slots, or sports betting), please?

More than anything sports betting and a live casino game ''Football Card''

In the messages that they have sent me, they only say that I did fraud and that is why they block me, if I ask them for an explanation, they do not answer.

This is a robbery on the part of this house.

Mas que nada apuestas deporitvas y un juego de casino en vivo ''Football Card''

En los mensajes que me han enviando, solo dicen que hize fraude y por eso me bloquean, si les pido alguna explicacion, no contestan.

Esto es un robo de parte de esta casa.

Please forward any relevant communication to petronela.k@casino.guru at your earliest convenience. Also, please bear in mind that if the reason behind closing your account was sports betting-related we won't be able to assist you.

Is it possible that you can provide me with the email address of the Alegrebet license provider?

Sera posible que me puedan brindar el correo del proveerdor de licencias de Alegrebet?

certria@gaminglicences.com

Would you like to file an official complaint with the Licensing Authority?

Yes, because most of my earnings come from sports betting.

Is there a formal procedure that should be in place to file an official complaint?

Si, debido a que la mayoria de mis ganancias provienen de apuestas deportivas.

¿Hay algun procedimiento formal que se debe haber para presentar alguna queja oficial?

Please send them an email and as a referral use the link of this complaint.

Antillephone should only be contacted by players when they believe an Оperator is in breach of their license. All disputes with an Оperator about a payout, a blocked account, a delay, broken features and so on, should first be taken up directly with the Оperator. If no resolution is found there are number of independent bodies you can contact, which should be listed on the Оperator website.

Dear DiegoVB,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, last week I sent an email to certria@gaminglicences.com .

But so far I have no response from him.

Do you know if they always take time to answer emails?

Hola, mande la semana pasada un correo certria@gaminglicences.com.

Pero hasta el momento no tengo respuesta de su parte.

¿Sabes si es que tardan siempre en responder los correos?

It may take a bit longer for them to reply. Unfortunately, I can't give you any time frame. Since your issue is mostly related to sports betting and you already contacted the Licensing Authority, I will close this complaint now.

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. Since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint in the end. I really wish I were of more help.

PS: If you need any further assistance, please send me an email at petronela.k@casino.guru.