Alphabook Casino - Delay in withdrawal of larger winnings.

Hello, after my game at this casino I won a sum of € 14,950, without having used any bonus funds, only a pure deposit. After successfully passing the KYC check and everything else, the casino started to payout a portion of my funds, but explained that they were having trouble with withdrawals to Revolut as I had deposited with a virtual Revolut card and could only claim withdrawals of € 500. I repeatedly asked to withdraw my sum to Skrill as I had also deposited via Skrill, but the casino did not agree and did not provide information for their refusal to withdraw funds through Skrill. Ultimately, I agreed to continue requesting withdrawals of € 500, but my last withdrawal from May 11th has still not been approved yet, and I have € 11,500 available in my gaming account. I tried to contact the casino for more information about what was happening, but they did not provide any. I asked how long it would take for the case to be cleared up, but they said they did not know and in the end, I don't even know why this delay is occurring, they told me that there was no problem with the withdrawal, nor did they require any additional documents for verification since I have long since fully verified my gaming account. At the end of the day, I have been waiting for over 2 weeks and continue to wait, as the casino does not provide any response on the matter. Initially, there were no issues with the withdrawal of funds and withdrawals were approved within a few days, the amount they have paid out so far is € 2950. In case you need additional information and correspondence with the casino, I can attach such. I hope that we will be able to resolve this issue, have a successful day!

Hello jokerxx,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Alphabook 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 try to use a different payment method to withdraw your balance? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick, my account has been verified since 20/04/2024 and since then I have made 6 withdrawals - 5 of €500 and one of €450 by bank transfer. I tried to withdraw via Skrill but the casino refuses me without giving a reason and they say to keep requesting withdrawals of €500 via bank transfer, but that's a total of 24 withdrawals that I need to request and I have to wait a very long time because they slow down the download process. I last spoke to the casino on wednesday to ask about my withdrawal which has not been approved for 2 weeks now and again if I will be able to withdraw my remaining balance to Skrill but they said they can't give me an answer and how much it will take time for their payments department to process my request. I will attach some of the chat to this message, but I can attach more correspondence on Monday, as I am traveling and do not have the opportunity or time to log into my game account. Yesterday I tried to contact the casino again for information and explained that I will file a complaint against them, but I have not received any response even until today.

Thank you jokerxx for all the information provided. As your current withdrawal is delayed pass the recommended time frame, your complaint will be now forwarded to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear jokerxx,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Alphabook Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hello again. Last week I used the site again and placed bets with the funds in my account and won more and the amount available in my account is currently €15,300 + €500 requested for withdrawal. I contacted Alphabook representatives but again I am only allowed to withdraw €500 per transaction, I don't know why and they don't want to pay the Skrill funds. I was assured that today I will receive the requested withdrawal of 11 May for €500 and I will be able to request a new one for €500, but realistically I have to request 31 different withdrawals and this will take a long time. Don't get me wrong I'm extremely happy with the site, support is great, site interface, bonuses, RTP of the games everything is great, but just the delay in withdrawing the funds to my account is an unpleasant situation.

I agree to request 31 withdrawals of 500€, but in the event that 500€ are approved each working day, then I will be able to withdraw 2500€ per week, which will greatly speed up the process. But in case Alphabook doesn't want to agree this way, I would like to know why they don't allow me to withdraw my balance via Skrill, there the limit is 5000€ and I will be able to withdraw my winnings within 4 withdrawals. My first deposit was made via Skrill and the method is not new to my account.

Hi Christian,

I apologize for the situation you have experienced. Our team and manager are currently in contact with you to resolve this as swiftly as possible. You should receive a payout today.

If there is anything else I can assist you with today, please let me know.

Thank you.

Dear Jokerxx, do you have any updates regarding the withdrawal? Please let us know.

Dear jokerxx,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.