Alphabook Casino - Обліковий запис гравця заблоковано через «Кілька облікових записів».

My name is Marcio, I opened an account at Alphabook and made an initial deposit of R$60.00. I bet more than 3x my deposit and ended up with a balance of R$440.00 (plus some change). When I tried to make a withdrawal, I was asked to verify my account - a normal procedure with many online casinos, so I wasn't surprised. I sent in ALL of my documents, including those that were not required. Everything seemed fine! My verification was accepted. However, in the meantime, it seemed they had switched to a different payment platform, and PIX was temporarily out of service. I've been waiting for days on end with absolutely NO resolution. Eventually, an operator named Alex suggested I deposit a minimum amount to resolve the problem. Hence, I deposited another R$30.00 - the minimum amount, and my balance increased to R$470.00. I was assured that there would be NO further issues in making a withdrawal, and so, I requested it!

On the second day of wait, when I expected my money to be credited, I received an email stating that my account would be banned and my money was going to who knows where. Essentially, I ended up being robbed of both my first deposit and the profit I made, as well as the SECOND deposit, which I had no reason to make but still did because they suggested so.

Reason for the ban: Multiple Accounts

Being 73-years-old, I often ask my son to handle such tech-related issues for me. So, he logs into my account from his mobile to take care of it. He, his wife, and his stepson ALSO play on the site, and so we all opened our individual accounts without BONUSES to ensure there can’t be any accusations of fraud or anything similar.

So, just to clarify, we don't live together, and this has been proven during my account verification.

In light of this, Alphabook is the ONLY platform that's given us such trouble, moreover, demanding a second deposit to release the first!

Me chamo Márcio, abri uma conta no Alphabook, onde fiz um primeiro depósito de R$60,00, joguei acima de 3x o valor do depósito e finalizei com um saldo de R$440,00 (e alguns centavos), nisso tentei solicitar, pediu verificação e até aí tudo bem, vários cassinos pedem e estou acostumado, mandei TODOS os documentos, INCLUSIVE os NÃO OBRIGATÓRIOS...Muito bem! Minha verificação foi aceita, parece que nesse meio tempo eles mudaram para outra plataforma de pagamento e o PIX estaria fora do ar, aguardei dias e dias e NADA, até que um atendente com o nome de Alex, disse para eu depositar qualquer valor minimo e que seria solucionado o problema! Muito bem, depositei mais R$30,00 que seria o valor minímo, e meu saldo foi para um total de R$470,00, disseram que não haveria mais NENHUMA pendência para eu solicitar o saque, por fim, solicitei!

No segundo dia de espera, qual eu achei que o dinheiro cairia na conta, chegou um e-mail dizendo que minha conta seria banida e meu dinheiro pra casa do caramba, ou seja, fui roubado o primeiro depósito, o lucro que eu tive e ainda o SEGUNDO depósito, qual não teria motivo nenhum para fazer, mas foi recomendado por eles mesmos.

Motivo do banimento: Contas Multiplas

Eu como tenho 73 anos, peço ao meu filho para cuidar disso para mim, então ele loga do celular dele para averiguar e cuidar das partes técnologicas para mim, na casa do meu filho, ele a esposa e o enteado dele TAMBÉM jogam e por isso todos nós abrimos contas sem BONUS, já para não falar que foi fraude ou coisas do tipo.

então para frisar, NÃO moramos juntos e isso é provado na minha verificação.

Tanto é que o Alphabook foi o ÚNICO de todos que fez isso conosco, ainda mais pedindo um segundo depósito para liberar o primeiro! 

Hello marciopaulomoraes,

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? Do I understand it correctly that your son logged your account from the same device he plays from? When was the last time you spoke to the casino and what was it about?

Please note that using 2 different accounts from the same device is strictly forbidden in any online casino as you should always play from your own and 1 account only.

Looking forward to your answer.

Regards,

Nick

Nick, how are you?

my account needed to be verified when I made the gain in the amount of 470.00 which was on the same day of opening, the verification I sent the documents on 03/20/2024, the account was opened on 03/19/2024, the Verification must have been completed by the 21st or 22nd, but they were having processing problems with the withdrawal, I tried the withdrawal for several days, until on the 25th they asked me for another withdrawal of 30 reais, I did it on the 25th, on the 26th I already They banned my account and reset my balance.

Due to a typo, I am 74 years old.

Yes, it was registered on the device he plays on, but with my deposit account the receipt and everything was done in my name. Unfortunately we did not know these details, as with CobraCasino, PariMarch, Sportingbet and others, we did not have this type of problem.

On the 26th I exchanged several emails explaining my case to support and my indignation, on the 27th I sent the same text that I sent here again and they said they would analyze it to try to reach an agreement, but I still haven't received a response from them either.

Thank you for all your support and I am available for any questions!

Nick, tudo bem?

a minha conta necessitou ser verificada quando fiz o ganho no valor de 470,00 que foi no mesmo dia de abertura, a verificação eu mandei os documentos no dia 20/03/2024, a conta foi aberta dia 19/03/2024, a verificação deve ter sido concluída pelo dia 21 ou 22, porém estavam com problemas de processamento no saque, tentei por vários dias o saque, até que no dia 25 me pediram outro saque de 30 reais, fiz no dia 25 mesmo, no dia 26 já baniram minha conta e zeraram meu saldo.

por um erro de digitação, tenho 74 anos.

Sim, foi cadastrado no dispositivo que ele joga, mas com minha conta de depósito o comprovante e tudo feito em meu nome. Infelizmente não sabíamos desse detalhes, pois com o CobraCasino, PariMarch, Sportingbet e outros, não tivemos esse tipo de problema.

No dia 26 troquei diversos e-mails explicando meu caso para o suporte e minha indignação, no dia 27 mandei novamente o mesmo texto que enviei aqui e disseram que iriam analisar para tentar chegar em um acordo, mas ainda não obtive uma resposta deles também.

Obrigado por todo suporte e estou a disposição para quaisquer dúvidas!

Hello marciopaulomoraes,

Unfortunately, as using 1 device for playing on 2 different account is strictly forbidden in almost every single casino, there is nothing we can do. If some casinos allow you to play that way, it is their decision and good-will but we can't force any casino to act against their terms.

Please be sure to never ever use the same device with anybody else in the future to prevent such situations.

We will be now forced to reject the complaint for the above explained reason.

Best regards,

Nick