Alphabook Casino - Играчът чака възстановяване на депозита от казиното.

I deposited a total of 2500 USDT at this casino late last December.

I then took advantage of a promotion, but the casino discovered a misconfiguration and decided that I needed to refund my deposit.

However, the casino still has not refunded the money.

However, the casino claims to have made a withdrawal, and when we asked for proof of this, for some reason they submitted a withdrawal history that predates the deposit and has nothing to do with this deposit.

I checked with the licensing and virtual currency exchanges, but could find no evidence that the casino made any withdrawals to my account after late December.

Please allow me to submit evidence that the casino made withdrawals to my account after late December.

Dear andandjonnyx,

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

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Could you please specify how many days ago your refund was approved?
• Was your account successfully verified already?
• Any relevant communication can be forwarded to petronela.k@casino.guru.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

No, my account is already closed and I cannot confirm this.

KYC has already been done, and the deposits and withdrawals have been repeated many times in the past.

When I used the bonus after my last deposit, my account was closed as a violation of the Terms of Service.

Subsequent investigation revealed that the casino had incorrectly set the percentage of games reflected against the bonus, and that the Terms and Conditions violation was a misunderstanding.

It was determined that the casino must refund my deposit to me.

However, the casino still has not refunded my money.

I cannot even communicate with them.

The exchange of refunded or not refunded is sterile,

I would like the casino to request a transaction ID for the virtual currency.

Hi andandjonnyx,

• Could you please forward any relevant communication confirming that the casino promised you a refund to petronela.k@casino.guru at your earliest convenience?

Thank you.

The casino provided a transaction ID as proof of the withdrawal, but upon review, it turned out that it was a withdrawal from a time when I was playing at this casino normally, long before this deposit.

(Our last person in charge was not familiar with virtual currency transactions and could not figure it out.)

This is the first time the casino has had a problem with a deposit, and previous withdrawals are irrelevant.

We have checked with the virtual currency exchanges and others here numerous times and have found no evidence that the casino has refunded the deposit.

We also checked with outside agencies such as licensing, etc., but decision was that we could not proceed as long as there was no corresponding transaction ID.

support@bybit.com

Bybit, the virtual currency exchange we use, testified itself that there were no refunds, and said that Casino Guru should contact support if they are dissatisfied.

In virtual currency transactions, the exchange of words that there was or was not a transaction is meaningless.

Let the casino provide you with a transaction ID to prove the withdrawal.

https://tronscan.org/#/

Then check the transaction ID you received first on this site to see if it is after December 24, 2023.

If it was before, request resubmission.

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello andandjonnyx,

I am currently reviewing your case. As this appears to be the third iteration of the same complaint, please allow me some time to familiarize myself with all of the relevant details and I will post again in a short while.

Kind regards,

Adam

I understand.

I will compile the information here as well.

I have made several deposits and withdrawals at this casino and had no problems until late December.

However, when I deposited $2500 to this casino on December 24 and used the bonus, my account was frozen.

Subsequent investigation revealed that the casino had mistakenly set the reflection rate for games that should have been 10% as 100%, which mistakenly believed to be cheating.

As a result, the casino was ordered to refund $2,500 of the deposit.

However, the casino submitted as proof of refund a supposedly irrelevant withdrawal history from a time when I was playing at this casino without trouble.

Investigation of the transaction ID would have revealed that the date was incorrect, but the previous staff member had no knowledge of virtual currency transactions and mistook it as evidence of a refund.

Subsequent inquiries were made to the virtual currency exchange and others, but the complaint was returned because there was no evidence anywhere that refunds were issued by the casino after December 24.

Hello andandjonnyx,

I have reviewed the case to this point, and from what I can determine the previous complaint was rejected, as we were of the understanding that all winnings had been received from the bonuses used which had taken advantage of the incorrect contribution to the wagering requirements, and so as you had been paid out more than you had deposited, a further refund would not be considered necessary.

However, in looking at the case, there are a couple of points that I would like to clarify with the casino, to make sure that all bases are covered.

Dear Alphabook Casino,

I apologize for drawing your attention to this case once more, but I feel that some details must be checked to ensure the situation has been handled in the fairest manner for all involved.

Initially, the player has had his account blocked for "bonus abuse" because he has claimed many bonuses - is that correct?

Additionally, it was then mentioned that the games the player chose to play with the bonus were first set with 100% contribution to the wagering requirement, but later changed to 10% contribution. Can I ask you to please clarify the reason for this change?

Kind regards,

Adam

Dear Adam.

That is incorrect.　Therefore, an order was issued to remand the complaint.

I did not use the bonus in question until after December 24.

Payments up to that point are due to game play at the normal reflective rate.

The evidence is that I have not received any such communication from the casino on any of my withdrawals up to December 18.

All withdrawals up to that point have been reviewed and approved by the casino, and there should be no problems here.

Therefore, it is against the rules to bring up past withdrawals now and claim that they are more than the deposit amount. Is it not?

From the time I register at the casino until December 18.

→I had been playing games without any problems, and the casino had determined that there were no problems with withdrawals.

December 24th

→I made a new deposit of $2500 and took advantage of the bonus.

However, it seems that the casino made a mistake in setting the percentage of newly played games, and my account was frozen because of it.

Currently

→The casino is claiming that the refund of $2500 has been completed for withdrawals made before December 18, for some reason.

It turns out that the issue at stake in this case is only that there was a problem with the December 24 deposit bonus, and that all previous payments were irrelevant.

Therefore, the casino is only required to refund $2,500 for this deposit of $2,500.

If the casino had frozen my account as of December 18 due to problems, I would not have made my last deposit in the first place.

If there had been a problem before, why did the casino keep quiet?　It seems to me that they tricked me into making a deposit.

In addition, the wagering requirement was always 100% in the casino's system, and there was no indication of 10% in the terms and conditions.

It seems that the casino had mistakenly set the rate About the game added on or about December 24, to 100% when it should have been 10% internally, and of course it is impossible for the user to realize that this is an error.

I did not play the game with the incorrectly reflected rate until December 18 to begin with. If I had been playing, the casino would have noticed it during the review process, but I never received any such notice.

The problem is that when I played the newly added game on December 24, it had an error in the reflection rate.

As for the December 24 deposit, of course I had no idea that the casino had made a setting error, and the casino never informed me of this fact until I submitted my complaint.

Since there is no fault on the part of the user, even freezing the account should have been unjustified.

Dear Adam

'All winnings received'

but at least no proof of this has been submitted yet.

Previous deposits and withdrawals were reviewed and approved for withdrawal by the casino and were not found to be problematic.

If the casino had told me in advance that there was a mistake in the reflected rate and I had continued to play on that basis, the fault would be mine. However, in this case, the mistake was not discovered until after I submitted my complaint, and the casino did not explain the situation to the user when it froze my account.

I use only virtual currency transactions for this casino and there should be a transaction ID.

Unless you submit that properly, the higher authorities will be sending you back as many times as they can.

'Proof that $2,500 was paid into my account by the casino after December 24.'

Please submit the following

To the Casino

I made a deposit on December 24 and played the newly added games.

I am aware that there was a problem with that reflected rate, but why is the casino talking about deposits and withdrawals before that date?

At least I don't recall receiving any communication from the casino that there was a problem with my earlier deposits and withdrawals.

Please clarify at what time you sent such an email.

If you did not send it, why did you let the user make the deposit without informing them of such a critical matter?

If the casino had properly contacted me, I would not have deposited the $2500 in the first place, which is fraud.

*

Hi all,

This is the third case this player has opened regarding the same issue and in this case a new invented issue. We have already spoken to your colleague, Stefan, and provided all necessary proof that this case as well as the rest have been resolved and the player has been paid out and even paid more than they should have. The player is now attempting to create new problems even though their account has been closed for over 6 months. 

Please speak internally with your colleagues who were managing this case as we have already spent months sending all relevant information. Per our T&C we will not be making any further contact with this player on this platform if he has a further complaint he can email our team at complaint@alphabookbet.com who will be happy to assist.

I appreciate your assistance.

Thank you.

Dear Alpha Book Casino

We are not talking about total deposits and withdrawals in this casino.

This complaint is only about whether the refund of the deposit made on December 24 was made after that date,

It has nothing to do with the history of trouble-free deposits and withdrawals prior to that date.

It was discovered that the previous person in charge had misunderstood this.

We are talking about the payments since December 24, when I made my last deposit.

At least the evidence submitted by the casino did not prove any payments after December 24.

Therefore, the higher authority had to send the complaint back.

Also, for some reason, the casino refuses to talk to me and only tries to talk to the casino guru in charge.

In this complaint, facts that I do not know are being revealed one after another, and I cannot deny the possibility that the casino is telling convenient things and lies to the person in charge.

Let's properly discuss this here with the three of us.

At least another agency has stated that the earlier withdrawals are irrelevant and is asking for transaction ID after December 24.

Dear Adam.

It seems I am repeating myself, but any withdrawal history prior to December 24 is irrelevant.

That is for the history of deposits made normally at this casino, played normally and made withdrawals.

When you made your deposit on December 24, you used your bonus, played a new game added to the casino, and the casino froze your account because it had a reflection rate error.

It was later discovered that the casino had set the reflection rate incorrectly and a refund was required.

Therefore, the current status is $2,500 in deposits and zero withdrawals.

Dear andandjonnyx,

We have looked at this case again, and discussed the case in its entirety in our management meeting. The decision has been made to once more reject this complaint.

While we appreciate that you believe your deposit should be returned to you, we can see that you have already received more from the winnings you have obtained up until the point this error was found.

We are therefore of the opinion that no further payment is due to you, and the complaint will now be closed for a final time. We also kindly ask that you do not open further complaints regarding this particular grievance.

Kind regards,

Adam