Alphabook Casino - Player's withdrawal request has been denied several times.

My withdrawal request has been denied several times, and when I inquire about it, the company is a stranger to me, saying they don't know why.

KYC has been completed and several withdrawals have been made in the past.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Alphabook Casino.

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

• When were you last in contact with casino support and what was the casino's recommendation to you so you can withdraw your winnings?
• Which payment method have you used in the past?
• Were your winnings accumulated with the help of a casino bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

The last time I contacted him was a week ago. I have not heard from them since then.

The casino does not know why the withdrawal is being denied.

Deposits and withdrawals were made using virtual currency only.

Bonus used. However, I have not violated any terms and conditions regarding games, wagering limits, etc.

I have already used the same bonus in the past and made withdrawals.

Thank you very much, andandjonnyx, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you andandjonnyx 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 ask why are the player's withdrawals being rejected and what can we do to help resolve this issue.

Thank you!

I can confirm that you can now proceed with your withdrawal without any issues. The previous rejection occurred because we requested the use of a different Payout Method due to a temporary technical issue. Please go ahead with your withdrawal, and we will be delighted to process it immediately! Additionally, as an apology for the inconvenience, we have credited 50 Free Spins. Thank you, and we sincerely apologize for any inconvenience you've experienced.

Thank you very much for the update Alphabook Casino representative.

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

I submitted another withdrawal request.

I will contact you as soon as the money is received.

The withdrawal was still denied.

That's enough.

I do not want any more failed withdrawal requests.

Transfer the balance to my address,

Please clear the balance on my account there.

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 @andandjonnyx, we're eagerly awaiting your withdrawal request and are ready to process it immediately. Apologies for any inconvenience caused, and thank you for your understanding. Please feel free to ask for your withdrawal whenever you're ready.

I am submitting a withdrawal request at 2am on the 14th after being denied numerous times?

Your casino can't even figure out that a user is submitting a withdrawal request?

Are you kidding me?

The withdrawal was successfully completed.

My sincere thanks to Casino Guru and the casino representative.

I pray that this kind of trouble will not happen again.

Dear andandjonnyx,

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.

Best regards,

Peter