Alphabook Casino - Player’s withdrawal requests have been rejected.

I won over 4000 Euros last year in November.

So far, only 1070 Euros have been transferred to me. I have 3000 Euros in my account that I can't withdraw. All of my withdrawal requests have been rejected.

The aforementioned 1070 Euros were paid to me in cryptocurrency, they said it was not possible to withdraw the money via bank transfer. The casino informed me I could withdraw from a specific cryptocurrency up to 500 Euros in the network they specified. After the first two transfers of 500 Euros each, all other withdrawals were denied. The casino sent me a new email and told me that using this method I could only withdraw up to 200 Euros. They then continued to cancel all withdrawal requests.

Hello Danchov69,

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 since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? What explanation did the casino give regarding the canceled payouts?

Looking forward to your answer.

Regards,

Nick

Hello. My account was verified last December.

They let me make small bank withdrawals, once 30 and then 40 euros.

Then they advised me to use cryptocurrency. Two more withdrawals of 500 euros each took place. They contacted me by email. Then they started canceling all other withdrawals. Without telling me why. Then. All my attempts to contact them have been unsuccessful. I only got one more email advising me to lower the amount I was asking for to 200. Again only refusals.

All my attempts to contact them have failed. Live chat - no response. My e-mails to support - error

when sending.

Profit is with money. I haven't used any bonuses on her.

thank you

Hello Danchov69,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Hello. Yes of course.

Hello Danchov69,

Can you please forward a screenshot of your withdrawal history directly from the casino?

Hello. Yes of course. I took pictures. But there are more rejections. I can send the opt-out email.

Thank you Danchov69 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.

Wish you best luck resolving it.

Regards,

Nick

Okay.

Hello Danchov69 ,

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 the player's withdrawal requests were canceled? How can the player withdraw their winnings?

Hi all,

We are pleased to confirm that the customer's last withdrawal was successful, and we have no issues moving forward with processing future requests. As a reminder, we sometimes advise our players to withdraw certain amounts to facilitate a smoother transaction process. We apologise for any inconvenience.

The Alphabook Team

Dear Alphabook Casino,

Thank you for your response, I hope all future withdrawals will be processed without any issues.

Dear Danchov69,

According to the response from the Alphabook team, your last withdrawal has been processed. I'm hopeful that all your other withdrawals will also be processed smoothly. You're welcome to request another withdrawal to confirm if it will be processed normally.

Hello. I received the last requested amount of 200 euros. The casino remains to pay me 2800. I have requested them for withdrawal. I hope they pay them too. I'm waiting for the final translation.

Dear Danchov69,

Thank you for the info, keep me updated, please.