Alphabook Casino - Player's winnings have been confiscated.

Hi i played a bonus and won €1033 after the wagering was done.

They were abit complicated and told me to cancel the withdraw and make a smaller withdraw and after that the same tells me that i have to make a smaller withdraw. The next time i log in the account only have €100 and i contact support and they tell me the have taken the winnings after investigations my account but didnt give me any more information than that.

Hello vingrom2023,

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 if your account is already verified and if yes, since when exactly? How much was your balance when you finished the wagering of the bonus? Did you request a withdrawal right after the wagering? What kind of bonus were you playing with?

Looking forward to your answer.

Regards,

Nick

This was around christmas i won so i didnt make a withdraw directly i think i dont remember exactly.

I could not make a withdraw before i was verified so i must have been verified i guess.

My balance was €1033 after wagering.

I didnt request a withdraw right after.

I played with a welcome bonus

Hello vingrom2023,

What kind of bonus were you using? Did the casino specify the reason of voiding your balance - any term or explanation?

It was some reload bonus they send me by email.

They only told me that they have investigated and decided to confiscate, i tried to ask about more info but they refuse to give any information.

Hello vingrom2023,

Would it be possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru?

Ok i cant even log in to my account now. there is not even any log in/sign in button or anything and when i press games or anything else nothing happens.

So i dont know if their website is down or im just blocked.

So i guess you have to contact them for this information sorry

Now i could access my account again Nick.

I could find my deposit and withdraw history and i sent that to you.

I could not find a history for what bonuses i have taken.

And i could not access my betting/playing history it says only for last 31 days and also when i try a date range i cant access it.

Hello vingrom2023,

Did the casino explain you the reason of voiding your balance? Is there any communication with them regarding that? If yes, please forward it as well.

They have said very little, i forwarded the only conversation i can access now. I tried to log in to my account again but again i cant, really shady this casino.

But they have said no specific reason, because they can not since its just a made up reason to steal my money

Hello vingrom2023,

If your bonus had any kind of maximum available win, your balance should have been capped right after finishing the wagering requirement of it.

As we need more details directly from the casino regarding the capped balance, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

There was no cap, i had 1033 after wagering and they didnt confiscate the cash untill few months later

Hello there,

Thank you vingrom2023 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Alphabook Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hey there,

We apologize for any inconvenience caused. Please go ahead and request a withdrawal for your funds. You'll be able to withdraw your deposited amount. 

Thank you for your understanding.

Best regards, 

The Alphabook Team

No im not okey with just my deposit you scammers

Hello Vingrom2023,

We do not tolerate any abusive or hurtful language. We have provided you with the option to withdraw your funds, considering that the winnings were removed due to suspicious gaming. As an act of good faith, we are allowing you to withdraw them. We fail to understand why you are still upset, and we cannot condone this language. Kindly request to withdraw your funds.

Have a good day.

Best regards, 

The Alphabook Team

Im upset because you flat out steal my funds with no reason. and looking around on comments and other complaint i can see that this is standard practice in your casino. Im pretty sure scammer is not faul language and its more than a deserving word for how you conduct your business

Dear Alphabook Casino, would it be possible to provide an explanation for the confiscation of funds? Any evidence of the "suspicious gaming" would be greatly appreciated. You can provide any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi, like I mentioned before we have processed your request to withdraw all your funds.

Please request.

Thank you.

Thank you very much for the update.

Dear vingrom2023, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I checked my account and yeah its only €100 in my account still Peter, still €933 missing

Hi there,

Please try again. Apologies for the inconvenience.

Thank you.

Ok yeah now the €1033 was in my account and i made a withdraw.

I will update casino.guru if they actually pay me this time.

I can confirm now that i have received my winnings.

Thanks Casino.guru for keeping these casinos in check when they try to steal winnings from players!

Dear vingrom2023,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter