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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.

Спечелих над 4000 Евро миналата година новмври месец.

Досега са ми превели 1070 евро. В сметката ми има 3000 и не мога да ги изтегля. Всичките ми заявки са отхвърлени.

Въпросните 1070 , ми ги изплатиха в криптовалута, казаха, че пари по банков път не е възможно да тегля. От казиното ми казаха, че мога да тегля от дадена криптовалута до 500 в определена от тях мрежа. След първите два трансфера от по 500 , всички други ми бяха отказани. От казиното ми пратиха нов ймеил и ми казаха, че по този начин мога да тегля по 200 Макс. И после продължиха да отменят всички заявки за трглене.

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

Здравейте. Акаунта ми е потвърден, миналата година декември месец.

Пуснаха ми малки тегления по банков път един път 30 и след това 40 евро.

После ме посъветваха да използвам криптовалута. Минаха и още две тегления по 500 евро. Свързаха се с мен по Електронна поща. След това започнаха да отменят всички други тегления. Без да ми обясняват защо. След това. Всичките ми опити да се свържа с тях бяха неуспешни. Полупих само още един е-мейл, в който ме съветваха да намаля исканата от мен сума на 200. И отново само откази.

Всичките ми опити да се свържа с тях - неуспешни. Чат на живо - няма отговор. Екектроните ми писма до съпорта - грешка

при изпращане.

Печалбата е с пари. Не съм използвал бонуси за нея.

Благодаря ви

Hello Danchov69,

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

Hello. Yes of course.

Здравейте. Да разбира се.

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.

Здравейте. Да, разбира се. Направих снимки. Но отказите са повече. Мога да изпратя електронната поща с известието за отказ.

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.

Добре.

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.

Здравейте. Получих последната заявена сума от 200 евро. Казиното остава да ми плати 2800. Заявил съм ги за теглене. Надявам се да платят и тях. Очаквам последният превод.

Dear Danchov69,

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

Hello. Until now, the last 2800 Euros have not been paid. They have been applied for and I am still waiting for them to arrive in my bank account.

Здравейте. До този момент, последните 2800 Евро не са изплатени. Заявени са и още ги чакам да дойдат в банковата ми сметка.

HI  Danchov69,

We apologise for the delay, your withdrawal will be processed Friday! Please let me know if there is anything else I can do to help you today. For the delay we will send you a special offer to your email 🙂

Have a great day!

Thank you,

The Alphabook Team

Dear Danchov69,

Have you received all the funds you wanted to withdraw?

If so, do you require assistance with anything else, or can we consider your complaint resolved?

We have received the following email response from the player:

Hello. I received the money two days ago. I try to answer on the site several times a day. But I can't upload the answer.

I am sorry for the inconvenience.

It's just that the program doesn't allow me to answer.

You are super. Thank you very much for your help.

Without you, I wouldn't have been able to get the money.

Everything is fine, the money is in my bank account.

Thank you.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it 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,

Michal

Casino Guru