Complaint #12 Casino Alpha

Unjustified confiscation of €50,000 winnings

By Kitchen98

4 years ago

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

Disputed Casino Casino Alpha

Reason Bonus terms violation

Amount €50000

Discussion

Kitchen98

4 years ago

I am disappointed that there is no response at all from the Casino Manager to even acknowledge my complaint. I don’t understand that the casino advertises Ask Gamblers as a partner but does not respond to a complaint that has been raised by their fair complaints system.. I would like to think my complaint has been taken seriously in particular due to the large amount of money involved.

Kitchen98

4 years ago

To AG and Casino Alpha…
I have just submitted the following message via the Casino Alpha chat facility and am waiting for a response:
Hello Support
I have raised a complaint with Ask Gamblers in respect of the disappearance of my €50000 balance. I had communication from Daniel last week with a promise to speak with management and get back to me but I have not heard anything. I have been advised from Ask Gamblers the next stage of the process to escalate my complaint however as the time frame for a manager response fell over the weekend and I did not get any response today I would like to give the casino the opportunity to investigate and follow up on this complaint before I take any further course of action to recover th balance of €50000. My complaint is now published on the Ask Gamblers website which I believe generates communication between Ask Gamblers and the Casino involved. I look forward to your response.
Regards
AH

AskGamblers

• Support Team

4 years ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Casino Alpha Complaint Stats

Resolved 1 / 4

Avg. Amount $14,136

Avg. Complaint Duration 4 days

Avg. Response Time 5 days

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