Alphabook Casino - Player's balance remains inaccessible due to website closure.

Website does not exist anymore

They said they would pay back my balance at the end of last month and now the website is down for the past 7 days

Dear tomcbet,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

When was the last time you were able to access the casino website?

Have you attempted to contact customer support after the website became unavailable? (support@alphabookbet.com)

Could you please specify if you passed the full KYC verification?

Could you also please explain in more detail what balance the casino promised to pay you back?

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

When was the last time you were able to access the casino website? - I was able to access the website up until the 30th of October

Have you attempted to contact customer support after the website became unavailable? (support@alphabookbet.com) - Yes I have sent several emails to this email address with no response. The dates I sent them the 4th 6th & 7th of Nov. The last time I got a response from the company was the 30th of Oct.

Could you please specify if you passed the full KYC verification? - Yes I completed KYC a few months ago

Could you also please explain in more detail what balance the casino promised to pay you back? - €2,898.91

Thank you for your responses. I’d like to clarify my previous question: Could you please explain why the casino promised to refund you the disputed amount? If you have any communication regarding this promise of a refund, I would appreciate it if you could forward it to my email address at veronika.l@casino.guru.

I have sent you an email with the last conversation regarding their IT issues. They advised that the payment should be made at the end of the month. I requested a withdrawal but it was rejected. The team in support advised me their website was undergoing maintenance and they were having IT issues with processing withdrawals. They advised me that their payment team were actioning all requested withdrawals manually at the end of October. I can't see the withdrawal amount back in my bank account and I cannot access the website or get a response from their support team.

Thanks for your help, I really appreciate if you can get any answers or assist with getting my withdrawal.

Thank you very much, tomcbet, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Ok thanks Veronika

Hello tomcbet,

I'm Michal, and I have taken over this complaint.I have examined your case, and given that the casino is currently closed, it is possible that we will not obtain a response from the casino team. Although it is not unusual for casinos to close periodically, it is indeed uncommon for a casino with a solid reputation and high ratings to shut down quite unexpectedly. Nevertheless, regardless of the casino's closure, they should still disburse the remaining balances from the casino accounts to their players. I will reach out to the casino to see if we can help.

We would like to invite Alphabook Casino to join the conversation.

Dear Alphabook Casino,  

Could you kindly clarify why the refund to the player was not processed by the end of October, as previously communicated to them? Additionally, when can the player expect to receive the funds from their casino account?

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.

Dear tomcbet,

I have tried to contact the casino repeatedly, even via the contacts we previously had, but sadly no one has responded. I'm afraid there is not much that can be achieved without cooperation from their side. Unfortunately, our ability to provide further assistance in this matter is close to zero. Since the casino has operated for the last couple of months without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I'm fully on your side, and the casino should pay you the remaining balance of your account as was previously confirmed by them, however, since the casino is closed, I'm afraid there is nothing that can be done from our side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue, but our ability to influence this situation is basically zero. If the casino decides to react, we will reopen the complaint, and you will be notified by email. 

I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in established, licensed, and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru