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.

Hello,

As requested by Casino Guru, we've provided all completed transactions, hash IDs, and player-side requests, including timestamps. Our understanding is that you were specifically interested in transactions from 2024? Why the reason for such request and why the provided info was not sufficient until this point?

To ensure clarity and address any further inquiries, I propose a call between a representative from Casino Guru and our compliance team.

Thank you.

Do you not understand why this complaint was filed in the first place?

What has all my and the casino guru's efforts for the past 4 months been about?

We are asking for transaction history to support the casino's 'refund of the $4,500 left in the balance', not the transaction history prior to the filing of the complaint.

This should never have shown up in my account transaction history in the first place because the casino would have to refund it to me personally.

As for the withdrawal being denied, my email attests to that. There will be language in the casino hidden in a white box that will support the denial of the withdrawal.

Dear Stefan

I am sure you are wise enough to understand properly,

Let's put the situation in perspective again.

(1) The casino refused to withdraw my $4,500 and the complaint was unresolved.

(2) Furthermore, the casino froze my account. Upon investigation, it turned out to be a misunderstanding on the casino's part.

(3) The casino refunded my $4,500 and insisted that I settle my past unresolved complaints.

(4) However, the casino did not submit the transaction history corresponding to the refund, and for some reason submitted an unrelated transaction history from before I submitted my complaint.

I am already unable to log into my account and cannot submit a withdrawal request myself.

Therefore, the casino needs to refund the money directly to the USDT account above.

Or, as it turns out that they froze my account by mistake, they need to unfreeze it and I need to voluntarily submit a withdrawal request.

Why the casino has not figured this out in 4 months is beyond me. What the heck kind of conversation was going on with the casino guru?

Hello,

As your previous case was closed due to actions that violated our casino's policies, we cannot tolerate such behavior on our platform. We have identified and addressed the gaming strategies used before our compliance and game regulators intervened.

We urge you to refrain from attempting similar actions here once again. Should you have any further doubts or inquiries, please contact our compliance team via email.

Additionally, I am willing to schedule a call with Casino Guru to address any remaining concerns and bring closure to this matter.

It's evident that this individual is attempting to confuse the situation and fabricate stories. We will not entertain further repetition of complaints related to a closed case.

Thank you for your understanding.

Best,

The Alphabook Team

The last complaint ended as unresolved because the casino did not respond to the casino guru's call in the first place. What are you mistaken about?

Do you understand that none of the cases have been solved?

The casino guru has decided that that decision is unjustified this time.

The casino did not state in its terms of service any specific prohibited strategies at all.

Stefan also admits that there were no problems with the gameplay.

The truth is that 'the casino made a mistake in setting the game contribution rate, and users mistakenly thought they were cheating.

You understand that a casino is free to have any policy it wants, but if it does not communicate it to its users in the form of terms of service, it is invalid.

At least Stephan stated in the conversation above that at least $2,500 of the deposit must be refunded, and the casino is ignoring that?

Dear Stefan

I must confess I am outraged.

As a result of your conversation with the casino without me, this casino does not understand any of the situation.

If you had let the conversation take place here properly, the outcome would have been a little better.

The casino has not been able to understand the situation for four months and it would be useless to have a conference call with them now.

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

I want you to look at this complaint. The casino continued to ignore the call from the casino guru once and it is being treated as unresolved.

But a month ago, the casino suddenly insisted, 'We have made the payment and we want the complaint to be treated as a resolution.

In reality, however, the casino had not made the payment, and submitted the transaction history prior to the filing of the complaint as evidence of payment.

Objectively speaking, the casino is trying to clear its name by lying.

We want them to be properly questioned as to why they did this.

To the Casino

First of all, you have never apologized to us, even though you have frozen my account due to a misunderstanding.

I have had my account frozen because of your mistake and have consumed more than 4 months of my time in complaints.

In addition to that, you have been penalized for ignoring my complaint once.

Furthermore, you are trying to lift that penalty by falsely reporting to the casino guru that you have refunded the money.

I would like to see a proper explanation for this that would satisfy both myself and Stefan.

Dear Stefan

In order not to complicate the situation any further,

I would like you to prohibit the act of having a conversation without me.

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.

Dear Alphabook Casino,

As previously stated, we believe that the player should either receive their deposits back or have the bonus gameplay reset with a 10% wagering requirement. Since you have chosen to block the player's account, the deposits should be refunded to them.

I'll be awaiting your reply.

Hi Stefan,

I trust this message finds you in good spirits. As we've reiterated before and substantiated with numerous screenshots, this player's account currently holds a balance of 0, with no funds deposited. Every remaining amount in his account has been successfully withdrawn. I'm perplexed as to why this case remains unresolved and what the specific complaint entails. I've attached the current balance for your reference.

Our team earnestly requests that this case be promptly closed and resolved. We find ourselves engaged in a prolonged back-and-forth over a matter that appears to be unfounded. We're keen to avoid further expenditure of time and resources on this issue. 

Thank you for your attention to this matter.

Best regards.

The Alphabook Team

Please disclose in the red box now.

There should be a statement indicating that the withdrawal was denied.

And that denied amount will be present in the account.

As per our Terms and Conditions, once a complaint has been dealt with internally and there is no need for further escalation we will consider the matter closed. The player had already withdrawn all deposits, therefore there was nothing else to be paid out. We now consider the matter closed.

Thank you.

I had to escalate and this is how I am complaining to the casino guru.

And Stefan points out the inadequacies of the Terms and Conditions, etc.

The casino must reinstate my balance that was erased and then refund it to me.

Dear Stefan

How much credibility do you have in a casino whose representatives have such a messed up level of understanding?

If they don't respond in good faith, I hope you give them enough credit that this operator can never run a casino again.

（Frankly, I am not at all satisfied with a refund of only the amount of my deposit after being treated so rudely by the casino for so long.）

I would love to see you preach to the casino via conference call.

Hello andandjonnyx,

I will communicate internally with the casino representative to expedite the resolution of the complaint. I will update you on the outcome of the discussion. Your patience is much appreciated.

My deposit amount is listed here: $2,500.

Hello andandjonnyx,

Thank you for the provided information.

Is this the amount that was not paid to you?

I'll be awaiting your reply.

This is the amount I deposited after my last withdrawal.

I used the bonus on this deposit, which was $4,500.

Therefore, the minimum amount the casino must return is the $2,500 above.

Hello andandjonnyx,

After a thorough review, it appears that you are not entitled to any payments. In fact, you received more funds than you were supposed to. I have identified instances of bonus abuse with a 100% contribution to the wagering requirements instead of the correct 10%. The winnings you received exceed the rightful amount, and while we believe only deposits should be returned or bonuses adjusted to the correct 10% contribution, it is not possible to do so now that the winnings have been paid out.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.