The player from Germany hadn't had any issues placing bets and verifying her account with Alphabookbet, including multiple withdrawals. However, after she won 2340 euros from a casino bonus, her withdrawal request had taken over two weeks. Despite assurances from support, her account was then closed and her winnings were forfeited without an explicit explanation. The casino later claimed that the player had been suspected of bonus abuse. After a series of exchanges between the player, the casino, and the Complaints Team, the casino had decided to refund the player and unlock her account. However, the player did not confirm that she received the refund, leading to the complaint being rejected due to lack of response.
Alphabook Casino - Player's winnings confiscated and account closed.
Amount: €2,340
Alphabook Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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3 months ago
Translation
I previously placed sports bets with Alphabookbet without any issues, and my account has been successfully verified several months ago with multiple withdrawals. Then, I decided to play the casino bonus and deposited 100 euros, subsequently winning a total of 2340 euros on the Hotline game with a bet size of 4.5, and played a total turnover of 12000 euros. Everything was in accordance with the bonus terms. However, I was kept in suspense for over two weeks after I had written to the support and was assured that the payout would take a maximum of three days. Today, I received the following email:
Dear Roman,
After conducting certain compliance checks in line with regulations, we would like to refer you to our Bonus Terms (https://alphabookbet.com/en/bonus-terms).
For compliance purposes, we have made the decision to close your account as at 26/01/2024, and any winnings will be forfeited.
I did nothing wrong and everything was done within the bonus terms. They didn't even mention what the problem might be, even though the live chat had previously verified everything and I receive such an outrageous reply after weeks.
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3 months ago
Hello romanilyas9090,
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 if you also did claim any kind of sports betting bonus? When was the last time you spoke to the casino and what was it about? Did the casino specify which exact term did you breach and by what action?
Looking forward to your answer.
Regards,
Nick
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3 months ago
Translation
Would I claim a sports betting bonus? I think the translation didn't work quite correctly. As I wrote before, I played several sports betting offers and the payouts were not a problem. There were only problems with the casino payout.
The last time was about a week and a half ago, about 10 days ago and it was about asking which crypto method I should use to pay out, I was promised USDC Etherium and congratulated me on my winnings. No, I have already included the only email above that I received after the blocking as a reason. The casino didn't write anything more.
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3 months ago
Thank you romanilyas9090 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
I would like to point out if the case is anyhow related to your betting activity, we won't be able to proceed in resolving the complaint.
Wish you best luck resolving it.
Regards,
Nick
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3 months ago
Hello romanilyas9090,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.
We would like to invite Alphabook Casino to join the conversation.
Dear Alphabook Casino,
Can you please provide information on why were the player's winnings confiscated and the player's account closed?
If the information can't be shared publicly, please send it to me at michal.k@casino.guru
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3 months ago
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.
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3 months ago
Dear Casino Guru,
Further to the complaints received from romanilyas9090, after looking into the player accounts, we can confirm that the reason for the delays in communication was due to our compliance team conducting reviews of the accounts as the players had been suspected of conducting bonus abuse. It is our company policy that we do not accept bonus abusers on site, and if we find that players are abusing our site, we review the account, refund any deposits owed and close the account.
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3 months ago
Dear Alphabook Casino,
Can you please provide more info on how the player supposedly abused your bonuses? Is it possible to forward me ( michal.k@casino.guru) the evidence of the potential bonus abuse, please?
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2 months ago
Hi Michal,
I've sent you the necessary information for your team to review this case. I appreciate your time and assistance with this matter. Thank you.
Best regards,
Alphabook Team
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2 months ago
Thank you for your email, Alphabook Team. I have contacted you back with additional questions to better understand the whole situation.
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2 months ago
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.
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2 months ago
Thank you for your response, Alphabook team. I have responded back.
Dear romanilyas9090,
Could you kindly explain why some of the previous bonuses have been allowed to expire? Additionally, which casino bonus did you claim to achieve the winnings in question?
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2 months ago
Translation
Hello, I played the welcome bonus for the casino.
As far as I know, the bonus was 300% on my deposit and I deposited 100 euros.
Unfortunately I can't log in and check because when I try to log in it says that my account is "permanently locked".
I don't know exactly what you mean by bonuses expiring. I played sports bonuses and implemented them but when I played the casino bonus, I didn't have any sports bonus active and as far as the casino offers are concerned, that was my first casino bonus on Alphabookbet.
I would log in and give detailed feedback about my betting activity, but unfortunately my account is blocked.
I hope this answers your question, if not then please explain in more detail what you mean by "previous bonuses would have expired."
If I remember correctly, there was a weekly casino bonus every Monday or Tuesday, but I never played or clicked on it
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2 months ago
Dear romanilyas9090,
I apologize if my previous question was not entirely clear. After reviewing your gameplay history I noticed, that there were quite a few sports bonuses you claimed, but you have not utilized them. Some of them were canceled by you, and some of them expired. I'm curious to know why you claimed the bonuses when you did not utilize them?
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2 months ago
Translation
Hello Michal,
That's not true and I received various sports bonuses as promotions, I played them and when I lost both my deposit and the bonus, I logically had no money left as a balance. In order for me to be able to play a new sports bonus, I first had to cancel the old bonus, because if I had accepted a second sports bonus and paid into it, then I would have had the wager/turnover from the first bonus in addition to the second one and a cancellation would have deleted the new bonus straight away . I even seem to remember that I once wrote to the Alphabook live chat about the matter because I had made exactly this mistake. I had played the sports welcome bonus or another bonus and lost, then I deposited for the next sports bonus and had the wager/sales from the first bonus on top of the second one and I said in the live chat that of course I didn't I wanted to, I had already lost the first bonus, I don't want to implement it, but rather try my luck with the second bonus and only implement that one.
This led to bonus cancellations, so I only canceled a bonus so that I didn't have to add the turnover from the old bonus to a new bonus.
As far as expired bonuses are concerned, I honestly can't say much, the time to implement the bonus is very fair and just from Alphabookbet, I can't remember any expired bonus, at least it was never my intention or I did it consciously.
This also only applies to sports bonuses, as I already wrote, I played the casino bonus for the first time and that after I had already played regularly at Alphabookbet for half a year.
I hope you can understand my explanation.
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2 months ago
Dear romanilyas9090,
Thank you for your response.
Dear Alphabook Team,
I have provided additional details in my response to offer further clarification and am currently awaiting your reply.
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2 months ago
Hello Michal,
After careful consideration we've decided to refund the amount to the player romanilyas9090. Their account is already unlocked, and they can request withdrawal, although the payout will take approximately a week. We apologize for any inconvenience; our system had marked him as a bonus abuser. Thank you for your understanding. Please let me know if there is anything else I can help with.
Best regards,
The Alphabook Team
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2 months ago
Thank you for your response and reconsideration, Alphabook Team.
Dear romanilyas9090,
I am glad the situation could be clarified. Please let me know once you submit a withdrawal and receive the funds.
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1 month ago
Dear romanilyas9090,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
Translation
Hello,
I'm still waiting for the payment and will contact you as soon as I receive it
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1 month ago
Hi Smokie,
I can confirm that you will receive your payment by the end of the week. If there's anything else I can assist you with, please let me know.
Best regards,
The Alphabook Team
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1 month ago
Thank you for the update, Alphabook Team.
Dear romanilyas9090,
Please let me know once you receive the funds so that we can consider the complaint resolved.
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1 month ago
Dear romanilyas9090,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
Hi everyone,
I'm pleased to confirm that romanilyas9090 has successfully received his funds last week, and all his transactions have been completed.
We appreciate the assistance provided by Casino Guru throughout this process, and we apologize to romanilyas9090 for any inconvenience caused.
Thank you all for your cooperation and understanding.
Best regards,
The Alphabook Team
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1 month ago
Dear RomanIlyas9090,
Kindly confirm receipt of the funds so that we can mark the complaint as resolved.
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1 month ago
Dear RomanIlyas9090,
Although it seems as though this issue has been clarified and we have received information from the Alphabook Team that your winnings have been paid out, we haven't had a further response from you to confirm this or if you need any further assistance. We are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.
Best regards,
Michal
Casino Guru
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