The player from Andorra was unable to access their casino account, as they encountered a login error despite entering their details correctly. The Complaints Team reviewed the situation but was unable to assist due to insufficient insight into the casino's investigation process related to the player's sports betting activity. Consequently, the complaint was closed as the team could not evaluate the issue properly.
Alphabook Casino - Player is unable to log into his account.
Amount: €150
Alphabook Casino
Safety Index:Above averageSafety Index
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6.6
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Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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1 month ago
Translation
When I try to log in, this screen comes up. I've tried entering my details, but nothing works; it won't let me access my account.
Automatic translation:
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1 month ago
Dear camaleonrojoafricano,
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.
- When was the last time you accessed your casino account?
- Could you please clarify the dispute value (€150)? Was this the remaining balance in your casino account before you lost access?
- Have you tried contacting the casino regarding this issue?
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
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1 month ago
Translation
1. The last time I logged in was a month or so ago and it was because they were doing some maintenance.
2. Yes, it is the remaining balance you leave in the account.
3. Yes, I have contacted the casino, but have not received a response yet.
Automatic translation:
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1 month ago
Thank you for your reply, camaleonrojoafricano. Could you please advise which games you played - slots, live casino, sports betting, etc.?
Did you accumulate your winnings with or without an active bonus?
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1 month ago
Translation
Sports betting.
I did not apply for any bonus.
Automatic translation:
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1 month ago
Please understand that if you only placed bets on sports betting and you lost access to your account, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are forced to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
