Alphabook Casino - Player's account and withdrawal request were frozen by the casino.

I tried to request unpaid withdrawals, but the casino froze my account.

(I have not received any communication from the casino as to why.)

After investigating the complaint, I discovered that there were other players who had their winnings confiscated by the casino or had their accounts frozen at the same time as mine.

The casino seems to be citing abuse of bonuses as the reason, but no specific criteria exist in the terms of service, and I have never received such a warning from the casino.

I would like the casino to properly allow me to withdraw my balance.

Dear andandjonnyx,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Alphabook Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm that you passed the full KYC verification?

Could you kindly send me the link to the bonus you took?

What types of games did you play?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

KYC has been completed and there have been several withdrawals in the past.

I can't post a link to the bonus because my account is ban.

I don't even remember the game, but I confirm that it was within the maximum wager limit and that the wagering requirements were properly progressive.

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear andandjonnyx,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an Alphabook Casino representative to join this conversation and participate in resolving this complaint.

Dear Alphabook Casino,

Could you please state why the player's account got blocked and the funds frozen?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi Stefan,

I hope you are well. I have emailed you the players transactions for you and your team to revise. As per our company policy, we rigorously check accounts for any instances of bonus abuse, and it is imperative that we do not allow such behaviour on our site. Consequently, accounts belonging to bonus abusers are promptly closed.

Thank you very much for your understanding and cooperation in this matter.

Kind regards,

Alphabook Team

What exactly is meant by bonus abuse or misuse?

We could not find any guidelines in the Terms of Service such as 'percentage of bonuses to total deposits'.

It is a very vague phrase and can be interpreted arbitrarily by casinos depending on their business conditions.

Also, I have used the bonus several times and have never received a warning from the casino after making a withdrawal. Nor was there any action taken to disqualify me from using the bonus.

Even stranger, three people, including myself, have filed similar complaints around the same time.

This indicates that the casino has suddenly changed its policies recently.

Dear Alphabook Casino,

Thank you for your response and the information provided.

Could you specify what the player has violated? As the player stated, the term is vaguely phrased.

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Please don't shut up when it's not convenient.

Do you understand that you already have a complaint unresolved once with it?

Dear Casino Guru.

I think you understand that there is no justification for the casino's confiscation, so please order the casino to refund the money.

Hi Stefan,

We've sent you an email containing all the information for your team to review thoroughly. This will help them understand why we have frozen this player's account. We believe this information will be more than sufficient to close this case. Thank you in advance for your attention to this matter.

Best regards,

The Alphabook Team

What we are hearing are specific terms and conditions, and warning emails.

I used the bonus several times and never received any warning from the casino.

Bonus usage was always constant, but several successful withdrawals were also made, which is evidence that the casino decided that there was no problem.

There should have been no problem with the maximum wager.

Please make the information properly available to me as there could be a misunderstanding.

Dear Alphabook Casino,

Thank you for your response and the information provided.

I have reviewed the provided evidence, and don't see any problem with the player's gameplay. Could you state what has the player violated?

I am looking forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Stefan,

I have followed up on the email I sent to you over 7 days ago, in response to your request for proof and information. I have provided the requested details via email, and I kindly ask you to take a moment to review the information at your earliest convenience.

Thank you for your attention to this matter.

The Alphabook Team

Dear Stefan

Please send me an email as well.

I have no recollection of this and it is possible that the casino has misunderstood.

I looked at the Terms of Service, but there is no list of prohibited games and no mention of how often bonuses are used.

I can't find anything in the terms and conditions about the betting amount, but it shouldn't exceed $5.

Why does the casino refuse to interact with me and send one-sided emails to Stephan?

You only claim to have violated and abused it, but have not provided any evidence.

The casino claims to have paid me the balance, but I have received no such deposit.

Where did you make the withdrawal in the first place?

Have you checked to see if the address for withdrawals used long ago is still in use?

Dear Alphabook Casino,

I have reviewed your emails and could you state if "GT" is a game provider? If so, we believe there are two viable options. The first option would be that you return the deposit to the player. The second option would be to return the gameplay to the original state and allow the player to wager the bonus with the 10% contribution in these games.

I hope we can come to a mutual agreement.

What are we talking about?

If you are talking about the percentage contribution to each game's bonus, it is changed from time to time, as stated in the Terms and Conditions.

(The genres and reflection rates in the Terms and Conditions are only a guide; the actual rates vary widely from game to game.　I also know of a game that is not on this list at all, but has a 20% reflection rate.)

Are you saying that the game was set as 100% contribution rate when I was playing and later changed to 10%?

And are you trying to apply that to past plays?

That makes no amount of sense.

Before that, there doesn't seem to be a 10% game genre anywhere.

Also, what is GT?　At least I don't know of any such game prop provider, and I don't see one listed.

This casino has had multiple accounts frozen and complaints filed against them. Are you sure you are not mistaking me for someone else?

It was the casino that I claimed violated the Terms of Service. Please provide proper evidence of this.

Otherwise, we will not agree to any of this.

Dear Stefan

Please forward your email to me as well.

Also, the casino claims to have given me a refund, but no refund has been given. Please allow me to provide evidence of that as well.

https://casino.guru/alphabook-casino-player-s-withdrawal-repeatedly-denied

How long is the casino going to keep stalling?

The casino has already refused to respond with a late payment complaint that has gone unresolved.

However, this casino fears that the casino's reputation will suffer,

They tried to end the complaint by lying that the withdrawal was completed.

And of course, I still have not received the money in my account,

I can't even log into my account.

The amount of time I have spent on this complaint is not small.

Why is there not even an apology?

Dear andandjonnyx,

Thank you for reaching out to us regarding your account closure, We have provided your transaction history to Casino Guru with all the completed withdrawals.. We understand your frustration and sincerely apologize for any inconvenience this situation may have caused.

Please be assured that we take our platform's policies very seriously, as they are essential for maintaining fairness and integrity across our services. As mentioned previously, your account was closed due to reasons that have been communicated to you on multiple occasions.

I have personally followed up with Stefan regarding the last play with the 100% bonus contribution, and I am awaiting his response. Rest assured, we are actively working to resolve this matter and provide you with a comprehensive explanation.

Once again, I apologize for any inconvenience caused, and please feel free to reach out if you have any further questions or concerns.

Thank you for your understanding and patience.

Best regards,

The Alphabook Team

What account did the casino withdraw the money to in the first place?

I have yet to provide a virtual currency address since I filed this complaint.

You wouldn't be foolish enough to say that you withdrew funds to an address you used a few months ago, would you?

Hi Andandjonnyx,

Please refrain from being rude. We are all diligently working to address your complaints on a daily basis. Rest assured, the funds have been sent to the address you provided and have been verified in your account.

Thank you for your cooperation.

Best regards,

The Alphabook Team

It's not like you don't know that virtual currency addresses change accounts on a regular basis, right?

I was first denied a withdrawal and filed this complaint quite some time ago.

I have never given the casino my new virtual currency address from that point on.

Yet the casino claims that the withdrawal was completed.

What in the world does this mean?

For starters, please put the transaction ID for the virtual currency transaction here.

I have checked my most recent virtual currency deposit history and there is no evidence of a deposit from this casino.

Hi Andandjonnyx,

As I've mentioned before, all your withdrawal requests on our casino have been fulfilled and successfully paid out. Stefan, the representative from Casino Guru, has evidence of this. We sincerely hope that this resolves the matter once and for all.

Thank you for your understanding.

Best regards,

The Alphabook Team

I have not provided another address to withdraw to, and there is no deposit history in my virtual currency wallet.

What in the world is your proof?

What proof do you have that I have already made a withdrawal on the casino's site?

What in the world does it prove that I was verified with an account that I can't even log into?

Dear Stefan

Please post here the proof that the casino provided this withdrawl.

I have submitted the evidence that I have not received the money as shown here.

As you can see from this complaint, I have not yet provided the address of the virtual currency to which the withdrawal is to be made.

Hello andandjonnyx,

I am in contact with the casino representative outside of the complaint thread. I will put a statement here as soon as possible.

Kind regards,

Stefan

If you don't include me in the discussion, the casino may say what suits them.

I do not want to waste any more time.

Let the casino have its say here properly.

Dear Aplphabook Casino,

Could you provide us with the hash as proof of payment?

I'll be awaiting your reply.

Whatever hash value the casino submitted,

I did not provide the address of the withdrawal address in the first place.

I would process the withdrawal myself when my account is restored.

or

I would provided the withdrawal address to the casino that decided to refund my money.

There is no virtual currency address in this complaint thread at all,

It should be impossible for the casino to provide refunds in the first place.

Hello, I apologize for the delay. We have provided proof of transaction for this player's withdrawals along with the hash ID. Please verify and let me know if there's anything else that needs to be sent over. Have a great day!

Kind regards,

The Alphabook Team

Why bother sending it to Stephan?

The party is not Stefan, it is me.

Put it here.

How much more time does the casino have to stall?

Stefan, did you first look up the hash yourself on the transaction search site?

https://tronscan.org/#/

You can search for all of those values yourself.

You will see what I am trying to say.

Dear Alpha Book

Please submit a hash that proves the transaction after January 2024.

Hello andandjonnyx,

I was told by a casino representative that there are no transactions or any gameplay in 2024. Could you comment on this?

I'll be awaiting your reply.

https://casino.guru/alphabook-casino-player-s-withdrawal-repeatedly-denied

See this complaint. (It's a predecessor to this one)

As you can see in the summary section, the last successful withdrawal was on December 18.

I am submitting the complaint because my withdrawals have been denied ever since.

Also, so that chats are posted along the way,

I submitted a withdrawal request on December 29 and was denied on January 3 as well.

The hash submitted by the casino is withdrawal history prior to the filing of this complaint and is not relevant to this complaint.

The casino stated that they have already refunded the $4,500 left in my account.

There must be at least one transaction that existed after January 3.

However, I did not apply for a withdrawal, and I don't recall putting the address of the withdrawal address on this complaint.

Where on earth did the casino send the withdrawal to?

Hi Stefan and Andandjonnyx,

Attached are the screenshots of your withdrawals. As you can see, there are no records for 2024. All dates and selected timeframes for withdrawals, deposits, and transactions are visible. 

Let me know if you need any further assistance.

Thank you,

The Alphabook Team

Don't you know that the part of the image of the withdrawal that is hidden in white is the subject of this complaint?

Hi Andandjonnyx,

Regarding your request for additional information, please understand that certain details are considered internal sensitive information and cannot be shared publicly. Compliance guidelines restrict us from disclosing more than what has already been provided.

For Casino Guru, the timestamps are crucial. We've included dates and times of each transaction within the timeframe, from the player's enrollment until today.

However, we are unable to share Transaction IDs or disclose which employee completed certain actions or used specific payment providers. The information already provided should be sufficient.

Thank you for your understanding.

Best regards,

The Alphabook Team

Dear Alphabook Casino,

Could you comment on this? It seems like there are missing the transactions since 27th of December.

I'll be awaiting your reply.

Hi andandjonnyx,

I wanted to inform you that since Stefan, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Stefan possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Stefan will reach out to you as soon as possible.

Thank you for your understanding and continued patience.