Alphabook Casino - Player's account banned due to "Multiple Accounts".

My name is Marcio, I opened an account at Alphabook and made an initial deposit of R$60.00. I bet more than 3x my deposit and ended up with a balance of R$440.00 (plus some change). When I tried to make a withdrawal, I was asked to verify my account - a normal procedure with many online casinos, so I wasn't surprised. I sent in ALL of my documents, including those that were not required. Everything seemed fine! My verification was accepted. However, in the meantime, it seemed they had switched to a different payment platform, and PIX was temporarily out of service. I've been waiting for days on end with absolutely NO resolution. Eventually, an operator named Alex suggested I deposit a minimum amount to resolve the problem. Hence, I deposited another R$30.00 - the minimum amount, and my balance increased to R$470.00. I was assured that there would be NO further issues in making a withdrawal, and so, I requested it!

On the second day of wait, when I expected my money to be credited, I received an email stating that my account would be banned and my money was going to who knows where. Essentially, I ended up being robbed of both my first deposit and the profit I made, as well as the SECOND deposit, which I had no reason to make but still did because they suggested so.

Reason for the ban: Multiple Accounts

Being 73-years-old, I often ask my son to handle such tech-related issues for me. So, he logs into my account from his mobile to take care of it. He, his wife, and his stepson ALSO play on the site, and so we all opened our individual accounts without BONUSES to ensure there can’t be any accusations of fraud or anything similar.

So, just to clarify, we don't live together, and this has been proven during my account verification.

In light of this, Alphabook is the ONLY platform that's given us such trouble, moreover, demanding a second deposit to release the first!

Hello marciopaulomoraes,

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 accumulate your winnings with real money or did you use a bonus? Do I understand it correctly that your son logged your account from the same device he plays from? When was the last time you spoke to the casino and what was it about?

Please note that using 2 different accounts from the same device is strictly forbidden in any online casino as you should always play from your own and 1 account only.

Looking forward to your answer.

Regards,

Nick

Nick, how are you?

my account needed to be verified when I made the gain in the amount of 470.00 which was on the same day of opening, the verification I sent the documents on 03/20/2024, the account was opened on 03/19/2024, the Verification must have been completed by the 21st or 22nd, but they were having processing problems with the withdrawal, I tried the withdrawal for several days, until on the 25th they asked me for another withdrawal of 30 reais, I did it on the 25th, on the 26th I already They banned my account and reset my balance.

Due to a typo, I am 74 years old.

Yes, it was registered on the device he plays on, but with my deposit account the receipt and everything was done in my name. Unfortunately we did not know these details, as with CobraCasino, PariMarch, Sportingbet and others, we did not have this type of problem.

On the 26th I exchanged several emails explaining my case to support and my indignation, on the 27th I sent the same text that I sent here again and they said they would analyze it to try to reach an agreement, but I still haven't received a response from them either.

Thank you for all your support and I am available for any questions!

Hello marciopaulomoraes,

Unfortunately, as using 1 device for playing on 2 different account is strictly forbidden in almost every single casino, there is nothing we can do. If some casinos allow you to play that way, it is their decision and good-will but we can't force any casino to act against their terms.

Please be sure to never ever use the same device with anybody else in the future to prevent such situations.

We will be now forced to reject the complaint for the above explained reason.

Best regards,

Nick