Complaint #11 Casino Alpha

Refusing a refund despite all the promises

By Eloi2012

4 years ago

Message on forum

I joined this site and later it transpires it is illegal and does not hold a UKGC license. It states on askgamblers that it doesn't accept UK players which is in fact is true. I requested a refund which I was told I would get and also told it had been sent. When I followed up as to why I had still not received I again was told it was sent to wait 3-5 days. Still not been received and I contacted them again to then be told I want getting refund and they were offering to add cashback to site account..can u please follow this up as they are illegal... Have been misleading... And have lied about the refund behind sent.

Disputed Casino Casino Alpha

Reason Refund declined

Amount €110

Discussion

Eloi2012

4 years ago

I was told my refund of 110 euro was sent. And told this several times..then received an email offering to out it back in account as cash acknand refused to refund after telling me they had sent it

AskGamblers

• Support Team

4 years ago

Dear @Eloi2012,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Casino Alpha Complaint Stats

Resolved 1 / 4

Avg. Amount $14,136

Avg. Complaint Duration 4 days

Avg. Response Time 5 days

Casino Alpha Complaints

See all complaints for this casino

Unjustified confiscation of €50,000 winnings

Hello AG, I am resubmitting a complaint against Casino Alpha in respect of a 50000 euros balance missing from my account. I initially contacted the casino on the 4th December when I attempted to make a withdrawal of the weekly limit of 5000 euro's, the system would not let me do this untill I was actually only able to withdraw 250 euros. I have contacted the casino and questioned why my balance reset to 0.00 and why I could not withdraw my winnings. I ultimately received correspndence to inform me that I had an existing bonus attached to my account of which I have no knowledge and did not request any bonus, the only bonus I requested was for the weekly cash back which I did not get initially and as a result of escalating this to management I did receive some cashback along with an offer of 2 other bonus's as a form of compensation and which I have never even activated. I have raised a complaint with AG before but due to the ongoing investigation with the casino my complaint with AG was declined but there was an offer to resubmit which I am doing if I was not happy with the outcome of the casino. They have informed me of their reasons that the 50000 was eliminated from my account and have since offered a new cashback of 1500 euros which I have not yet accepted. I am asking if you can please investigate my complaint in order to be paid the 50000 euros that was won fairly playing slots and as I have never asked for this bonus and was totally unaware of its existence on my account. I will attach a picture of my balance and correspondence between myself and the casino chat facility and also my bonus offers on my account.
Kind regards
Kichen98

Unresolved

€50,000

After 5 weeks still waiting for winnings

Won 3,5 mBTC (200euro) a while ago went through verification but on the webpage is one technical problem and I can't place payment.

Past 5-6 weeks I am talking with two managers who send me copy/ paste answers that my case is in the highest priority and it is investigated. But no action has moved forward and I am at some point as I was on day one.

And a few days now have no information and don't even receive any answer to my emails.

Sent several times my BTC wallet information and amount that I want to cash out that they can place cash out manually but this email is ignored.

Unresolved

€200

Bonus not given

Hello again, I come with a change of complaint because at first I did not know how to attach pictures and evidence now I see where I can attach all the evidence as I made deposits and selected the appropriate bonuses, so for the first 3 deposits I must receive the following bonuses: bonus 1, 200%, bonus 2, 200% bonus 3, 30% chaback from losses, you can see all the first 3 deposits in the added images and the selected bonuses, the casino recognizes the error of the bonuses he doesn't know when ... here are all the necessary pictures from my alpha casino account. As you can see the bonuses are active but they give the error codes when you access them so it allows you to deposit but the bonus is not credited.

Resolved