Alphabook Casino - プレイヤーの撤退はキャンセルされました。

Hello, good afternoon. I made my first deposit in this casino and completed the verification without any problems. I withdrew my funds successfully. However, the second time when I won 550 euros, they canceled my withdrawal without providing any explanation.

Ola boa tarde ,fiz o meu primeiro depósito neste casino ,fiz a verificação sem problemas ,e levantei ,na segunda vez que ganhei 550 euros ,apenas cancelaram o meu levantamento sem dar nenhuma explicação.

Dear Avasantos,

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. 

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Is there any withdrawal currently pending on your account?
• Have you contacted the casino and asked for an explanation? Were you given any explanation or advice on how to proceed?

Looking forward to hearing from you.

Best regards,

Tomas

My account was fully verified, now I received the answer that I violated the terms of the bonus, and I made 3 deposits, first with a bonus that I lost, and I made two more and in the last one I won that amount.

A minha conta foi totalmente verificada ,agora recebi a resposta que violei os termos do bônus ,sendo que fiz 3 depósitos ,primeiro com bônus que perdi ,e fiz mais dois sendo que no último ganhei esse valor.

This is the answer of casino for confiscated my money

Is your account accessible to you?

Is it possible for you to share a screenshot showing the history of bonuses you activated on your account?

Please let me know.

Unfortunately, I closed my account, they say that I used bonuses on previous deposits to accumulate winnings in hold and win, but I only used the exchange of points that convert into real money.

Infelizmente ,encerrei a minha conta , eles dizem que usei bônus nos depósitos anteriores para acumular ganhos no hold and win ,mas usei apenas a troca de pontos que converte em dinheiro real.

Thanks for the update.

Using bonus balance to accumulate value, and then proceeding to cash out the value using real money is a practice that is considered fraudulent, and winnings in this situation are not honored. If you participated in the practice we won't be able to help.

Did you participate in this practice, or are you contesting the casino's decision?

Dear Avasantos,

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.

Can you close the complaint, I've given up trying to collect the winnings, thank you

Podem encerrar a reclamação ,já desisti de tentar receber os ganhos ,obrigado

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help.