HomeComplaintsAlphabook Casino - Player’s withdrawal has been canceled.

Alphabook Casino - Player’s withdrawal has been canceled.

Amount: €550

Alphabook Casino
Safety Index:High
Submitted: 08 Jul 2024 | Case closed : 26 Jul 2024
Case closed Our verdict

Other

REJECTED

Case summary

3 months ago

The player from Portugal had completed the initial verification and successfully withdrew funds after the first deposit. However, when he attempted to withdraw 550 euros from his second win, the casino canceled the withdrawal without explanation. The complaint was closed at the player's request.

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3 months ago
Translation

Hello, good afternoon. I made my first deposit in this casino and completed the verification without any problems. I withdrew my funds successfully. However, the second time when I won 550 euros, they canceled my withdrawal without providing any explanation.file

Automatic translation:
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3 months ago

Dear Avasantos,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please advise if your account has been fully verified?
  • Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
  • Is there any withdrawal currently pending on your account?
  • Have you contacted the casino and asked for an explanation? Were you given any explanation or advice on how to proceed?

Looking forward to hearing from you.

Best regards,

Tomas

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3 months ago
Translation

My account was fully verified, now I received the answer that I violated the terms of the bonus, and I made 3 deposits, first with a bonus that I lost, and I made two more and in the last one I won that amount.

Automatic translation:
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3 months ago

file

This is the answer of casino for confiscated my money

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3 months ago

Is your account accessible to you?

Is it possible for you to share a screenshot showing the history of bonuses you activated on your account?

Please let me know.


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3 months ago
Translation

Unfortunately, I closed my account, they say that I used bonuses on previous deposits to accumulate winnings in hold and win, but I only used the exchange of points that convert into real money.

Automatic translation:
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3 months ago

Thanks for the update.

Using bonus balance to accumulate value, and then proceeding to cash out the value using real money is a practice that is considered fraudulent, and winnings in this situation are not honored. If you participated in the practice we won't be able to help.

Did you participate in this practice, or are you contesting the casino's decision?

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3 months ago

Dear Avasantos,

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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3 months ago
Translation

Can you close the complaint, I've given up trying to collect the winnings, thank you

Automatic translation:
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3 months ago

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help. 

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