Alphabook Casino - Los retiros de los jugadores siguen siendo rechazados.

I have a verified account, rollover completed, deposit made, all the site rules have been followed and yet my withdrawals keep getting rejected. The support team can't explain why, which is the worst part. I'm left waiting on Alphabook's good graces, something they do not seem keen to offer.

Tenho conta verificada, rollover cumprido, depósito realizado, todas as regras que exigem o site e sempre tenho meus saques rejeitados, o suporte não sabe explicar o motivo, isso que é o pior, aguardar a boa vontade do Alphabook, coisa que parece não fazem questão de ter.

Dear tatodcampos,

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. 

• Which payment method have you used to deposit in the casino and which payment method was used when requesting a withdrawal?
• Has the casino offered any recommendations to you on how to proceed?
• When did you last request a withdrawal from the casino? Is it still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

Well, my deposit method was pix, the same method I'm trying to withdraw, I believe it's the fastest method currently. The current withdrawal request is pending, but I was notified by support that they will try to resolve my issue between today and tomorrow.

There is proof of the lack of transparency of this casino, it says that it cannot explain the reasons for not paying and which account infringed TCCs but they cannot say what they are. What do you mean they can't say what they are?

Aí está a prova da falta de transparencia desse casino, diz que não pode explicar os motivos de não pagar e que conta infringi tccs mas não podem dizer quais são. Como assim não podem dizer quais são?

Thanks for the update.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Did you achieve your current balance with or without an active bonus? 

ok, I only played slots, until I completed the rollover of the initial promotion, I tried to withdraw after making the deposit and playing it, from the moment withdrawals started to be refused, I made some sports bets too, but basically I reached that balance playing slots . My current balance increased after fulfilling the necessary rollover, when the rollover bar reached 100% I deposited as requested and by playing slots and sports betting I reached the current balance, but reinforcing again, the bonus rollover was fulfilled on the first day.

ok, joguei apenas slots, até cumprir o rollover da promoção inicial, tentei sacar após fazer o deposito e joga-lo, apartir do momento que começaram a ser recusados os levantamentos, fiz algumas apostas esportivas também, mas basicamente cheguei a esse saldo jogando slots. Meu saldo atual aumentou após cumprir o rollover necessário, quando a barra de rollover atingiu 100% eu depositei como era pedido e assim jogando slots e apostas esportivas cheguei ao saldo atual, mas reforçando novamente, o rollover do bonus foi cumprido logo no primeiro dia.

They asked me for 48 hours, I waited last week, on Monday they postponed it and asked for another 48 hours and today they tell me they need more time, I think it's clear they are just fooling me.

Me pediram 48 horas, eu espereina semana passada, na segunda adiaram e pediram mais 48horas e hoje me dizem que precisam de mais tempo, acho que está claro que estão apenas me enganando.

Thank you very much, tatodcampos, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 tatodcampos,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an Alphabook Casino representative to join this conversation and participate in resolving this complaint.

Dear Alphabook Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Hello Tatodcampos, upon reviewing your account to address the issue, I observed that there are no funds available for withdrawal. Please inform me if there's anything else I can assist you with.

My account was closed, how did you analyze it? And now it was quick, right, it didn't take a month to respond, congratulations Casino Alphabook. At least here you answer people.

A minha conta foi fechada como que voces analisaram? E agora foi rápido né não demorou um mês para responder, parabéns Casino Alphabook. Pelo menos aqui voces respondem as pessoas.

I'm no longer worried about my situation, but about future people who will open an account with you, Casino Guru can close this complaint, I know it won't lead to anything, the rope always breaks on the weak side, try to resolve the complaints that will appear in the future about this casino there.

Não estou mais preocupado, com minha situação, e sim com futuras pessoas que vão abrir conta com voces, Casino Guru pode encerrar essa reclamação, sei que não vai dar em nada, a corda sempre rompe do lado fraco mesmo, tentem resolver as reclamações que vão surgir futuramente sobre esse casino ai.

Hello tatodcampos,

Do I understand the situation correctly that you have lost your funds in the casino?

Thank you very much in advance for providing the information.

Regrettably, when you attempted to withdraw your funds, there were no funds available for withdrawal. I sincerely apologize, but there is nothing within my capacity to rectify this situation and offer assistance. I understand your frustration and extend my apologies for any inconvenience caused.

Just to make it very clear, while I had funds I tried to withdraw more than 20 times and was denied, after I realized that the casino would never pay me I played the funds as if it were in fun mode, I could have a million and it wouldn't do any good, just be honest with me your customers, when they hit the rollover don't make excuses, I just leave the following comment to CASINO GURU, I worry a lot about customers who open an account at this casino: They exhaust all the patience a person can have in order for them to reach the point of give up your winnings, please do not support this casino.

Só pra deixar bem claro enquanto tinha fundos tentei sacar mais de 20 vezes e foi negado, depois que percebi que o casino jamais iria me pagar joguei os fundos como se fosse no modo fun, poderia ter um milhão que nada adiantaria, sejam apenas sinceros com seus clientes, quando eles baterem o rollover não inventem desculpas, deixo apenas como comentário a CASINO GURU o seguinte, me preocupo muito com clientes que abram conta nesse casino: Eles esgotam toda a paciencia que uma pessoa pode ter afim que ela chegue ao ponto de desitir dos seus ganhos, por favor não apoie esse casino.

Hello tatodcampos,

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan, Casino.Guru