Alphabook Casino - Player struggles with a delayed withdrawal process.

Please help me deal with this awful casino I have been too patient with them.

For over 5 weeks now they have been delaying my payment.

Every time I ask support why they give some nonsense reason that I will provide some of below, then they wait 3-4 days and then reject it again.

I have been very patient but I am sure that at this point they are just trying to get me to lose the money in frustration.

One of the excuses was "You need to withdraw €500" before you can withdraw the rest - they actually processed this withdrawal - but then they went back to saying there was technical issues or unknown errors, but then why did you process the €500 OK?

I am fully verified, although they kept asking for more and more information on that to stall as well- but I have now sent them ID, selfies, bank balances, pay slips, everything has been approved after delay some time ago.

Here are some of the excuses:

I apologize for the inconvenience caused by your withdrawal request for €3,604.00 being denied. I reviewed the account and apologized, but I am unable to determine why it was refused.

I have, however, escalated this problem to the Payments team for additional review; I will provide an update if we hear any information from them.

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We recently learned that our Payment team approved the withdrawal request for all of our customers, but the payment provider rejected it for unknown reasons, leaving us in confusion.

But don't worry, we're working on it and simply waiting for them to give us an update.

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I apologize for the inconvenience caused by your withdrawal request on 11/27 for € 4,104.00 being rejected. I reviewed the account and apologized, but I am unable to determine why it was refused.

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The issue was happening because you are using EUR and it was unexpected due the location, but we have fixed here.

So you should see your balance back in your wallet, and request the withdrawal again through the crypto 1. 

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Dear tashi8888,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Have you attempted to withdraw your winnings using cryptocurrency as the casino support suggested?
• With what result?

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

Yes I have been attempting crypto currency withdrawals.

Thank you

After you attempted crypto withdrawals were your requests rejected as well?

Was there any other feedback from the casino specifically after you attempted to withdraw using crypto?

Have you deposited in the casino using crypto?

Yes I have been attempting crypto withdrawals the whole time, yes I have deposited with crypto.

Their feedback (as of the latest one today) is still the same useless nothingness:

"Since you reported the issue to us, we are in communication with the relevant team and we still don't have any news. It might be the same reason that demands more investigation, that is why we didn't get back to you yet.

I have reported the withdrawal rejected one more time, and I am just waiting for more information, so I can update you and help you with the withdrawal request.

Thank you for your patience and comprehension so far."

Thank you very much, tashi8888, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 tashi8888,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Alphabook Casino to join the conversation and participate in the resolution of this complaint.

Dear Alphabook Casino,

Can you please provide an explanation as to why the player's withdrawal requests are being repeatedly rejected?

Thank you.

Kind regards,

Tomas

Casino.Guru

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.

They still continue to reject every payment request of 500 every 3-4 days with the same nonsense reply.

"I completely understand your annoyance and inconvenience with this withdrawal request, but please know that this information comes from the Payment team and that you can send another withdrawal request for 500 AUD and we will try to review and approve it as soon as possible."

Hey all, apologies for the delay. @Tashk8888, I'm sorry you feel this way about our casino. However, after a thorough investigation, our team has confirmed that you engaged in bonus abuse, and you were notified about this. Please return when you're ready to play within the rules. Thank you.

Huh? I accepted only the bonuses you offered and I was never 'informed' of anything like this!

Dear Alphabook Casino,

If that is the case, can you please provide us with an explanation about what kind of bonus abuse has taken place? Additionally, it would be beneficial if you could provide me with evidence confirming your statement. You can forward any relevant data to my email address: tomas.k@casino.guru

Thank you in advance for your cooperation.

They have still not replied to me but have now also removed my remaining balance of 1900 euro.

I also had 100 euro in comp points for what it's worth.

Hello tashi8888,

Could you please provide an update on the full amount that has been deducted from your gaming account?

Thank you.

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.

Tomas, 1900 euro.

Dear Casino Guru,

Further to the complaints received from tashi8888, 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.

Dear Alphabook Casino,

If that is the case, can you please provide us with an explanation about what kind of bonus abuse has taken place? Additionally, it would be beneficial if you could provide me with evidence confirming your statement. You can forward any relevant data to my email address: tomas.k@casino.guru

I want to remind you that I have already requested the evidence before. This is the second time I am asking, and I am willing to give you an additional 7 days to share the data with me. If you fail to provide the evidence, we won't be able to proceed further, and the complaint will be closed as 'unresolved'.

Thank you in advance for your cooperation and understanding.

Hi Tomas,

Sorry for the delay and thank you for extending the date to send over the proof. 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

I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.

Dear Alphabook Casino Team,

Could you please resend the relevant communication and supporting evidence to petronela.k@casino.guru?

Thank you in advance.

Hi Petronela,

I hope you are well. I have forwarded the email containing the information your colleague requested. Please let me know if there is anything else you need from our end. 

Have a lovely day!

Best regards, 

Alphabook Team

Dear Alphabook Casino Team,

I have replied to your email. Please provide the requested info at your earliest convenience.

Thank you.

Dear tashi8888,

I regret to inform you that I don't have any positive news at the moment. Rest assured, I will keep you updated as soon as I receive any further information. I am currently in ongoing communication with the casino internally.

Thank you in advance for your patience.

OK thank you

Hi tashi8888,

I want to notify you that we are still in the process of analyzing the evidence provided and communicating with the casino.

Thank you in advance for your patience.

I don't understand what is being analyzed but OK.

Hello everyone,

I sincerely apologize for the extended delay in providing you with an update. We require some time to discuss this case internally. I will ensure to provide you with an update by the following week.

Thank you very much for your patience.

Hi everyone,

As pledged, we conducted a comprehensive investigation into the player's entire gaming history. Regrettably, tashi8888, the outcome isn't favorable. We've discerned the pattern you employed in your gameplay, and although you may not have intentionally violated the casino's rules, it's evident that you gained an unfair advantage. I strongly advise against employing the same strategy in future endeavors as it contravenes regulations in the majority of online casinos. Persisting with such tactics will almost certainly lead to future winnings being revoked.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear tashi8888,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.