Customer Support
How to contact support?
You can reach out to us in the chat or write to [email protected].
Account
How to register casino account?
Registration on Alphabook won't take more than 30 seconds. In the upper right corner of the site click the "Join" button. Enter your email address, create an account password and select a currency. Please pay attention that after creating the account in a certain currency there will be no possibility to change account currency. Put a checkmark in the box that you agree to the Terms and Conditions of Alphabook. Click the “Done” button and check your email. Open the confirmation message and follow the link.
Is it possible to play without registration?
Yes. Having chosen the necessary game you can play its demo version (play for fun) without registration.
Is there a list of forbidden for playing countries?
Players are prohibited from opening accounts and/or depositing any funds if you are or are living in Afghanistan, Albania, Aruba, the Bahamas, Barbados, Belgium, Bonaire, Botswana, Burkina Faso, Belarus, Benin, Cayman Islands, Curacao, Cuba, Cyprus, Democratic People's Republic of Korea, France, Ghana, Georgia, Gibraltar, Haiti, Hungary, Iran, Iraq, Israel, Jamaica, Jordan, Lithuania, Mali, Malta, Mauritius, Morocco, Montenegro, Myanmar, Netherlands, Nicaragua, Nigeria, Pakistan, Panama, Poland, Russia, Saba, Senegal, Slovakia, South Sudan, Spain, Statia, St Maarten, Sweden, Syria, Trinidad and Tobago, Turkey, Uganda, United Kingdom, USA, Ukraine, Vanuatu, Venezuela, Yemen, Zimbabwe
At what age gambling is allowed?
Gambling is allowed when you reach 18 years but in some countries this age may vary. The age is determined by the laws of the jurisdiction of players' residing.
How to recover account password?
Click the “Log in” button in the upper right corner of the site and use the “Forgot Password” link. Enter the email address provided during registration and click the "Send Reset Link" button. The message will be sent to your registration email with further instructions. It usually arrives within a few seconds, but may take longer depending on the email service you use.
How to disable promo mails?
To disable email distribution go to the "Profile" tab. Put the slider "Send Promotions by Email" to off mode. Please note that transactional emails cannot be disabled.
I haven't got a confirmation email. What shall I do?
We advise to check whether you entered the email address correctly during your registration. Also check the SPAM folder in your mailbox. To prevent possible problems with the delivery of service messages, add the email address [email protected] into your contact list. If you do not find a confirmation email, please contact our Support Team.
How to block an account?
For a temporary block you need to contact our live-chat or send a request to [email protected] and specify your username and block time. For a permanent block you need to send a request to [email protected] using your casino account email and specify the reason.
Payments
What currencies do you support?
Available currencies: AMD, ARS, AUD, BOB, BRL, CAD, CLP, COP, CRC, DOP, INR, JPY, KRW, KZT, LKR, MXN, NZD, PEN, PKR, PYG, USD, UYU, VES, ZAR
What payment methods are available?
All the methods are listed in the "Payments" tab located at the bottom of the site, as well as in your account in the "Wallet" tab.
Is there any fee during payments?
Alphabook doesn't apply any fees for your payments. However your service provider may charge a fee. Please contact your service provider for more info as this is independant to Alphabook.
How to make a deposit?
Log into your account and press "Deposit" button. In the dropdown you must choose one of the payment methods (fill in your personal data if necessary), specify deposit amount, choose one of the offered bonuses and press "Deposit". Complete all the necessary actions on the payment provider side after that. Money will be credited right after the payment processing. Usually it takes a few seconds. Please contact our support team if the money isn't credited within an hour.
Is it possible to use multiple payment methods for deposit?
It is possible if all the payment accounts belong to player who makes a deposit.
Do you accept payments from third parties?
It is absolutely forbidden.You must use the card or electronic wallet that are Yours and are registered on You.
How to withdraw funds from the account?
Having logged into your account, click on the"My Profile" tab on the left side of the site and select the" Wallet "tab in the drop-down menu. Go to the "Withdrawal" tab and select the withdrawal method. Withdrawals are carried out via those payment methods that were used for making a deposit where possible.
Is it possible to use multiple payment methods for withdrawal?
Sure. Any of available payment methods which was used for deposits can be used for withdrawal.
Can I withdraw funds immediately after the deposit?
All deposited funds are non withdrawable until they are wagered at least 1 time (wager x1)in sports games with minimum 1,30 odds or 1 time for all casino games. (wager x1).
Are there any withdrawal limits?
Alphabook set the minimum and maximum withdrawal amounts for one transaction which may differ depending on the withdrawal method, the level of your account or other factors. Please contact with the support team to learn your withdrawal limits.
How long does it take to withdraw money?
We strive to process withdrawal requests up to 24 hours from the time of request. The maximum processing time for a withdrawal request is up to 7 business days. In the event that the Company investigates You, the time period specified in this clause may be extended by the period of such an investigation.
How to cancel a withdrawal request?
Press "My profile" and choose "Wallet" tab from the dropdown. In "Wallet" tab select "Transactions history". You will see all your payments here and you may cancel those which are being processing.
Bonuses
What is a deposit bonus?
A deposit bonus increases your account balance by adding bonus money to your deposit according to its amount and bonus conditions.
What is wager?
When receiving a bonus, wagering is the number of times the user needs to play the bonus amount to convert this money in withdrawable cash. For instance, if you receive a bonus of $10 with x10 wagering, you will need to stake $100 in total to convert the bonus amount into withdrawable cash.
Can bonus be wagered in all games?
No, wagering conditions are different, depending on the promotion and the eligible games.
Is there any max bet while playing with an active bonus?
There is no maximum bet while playing with an active bonus unless our traders does not deem appropriate
What is a free spin?
Free spins are free game rounds. You can obtain free spins according to different bonus promotions (deposit, tournament, achievement a new level into loyalty program).
What is a tournament?
Tournaments are being developed. Please, wait for our further system updates.
Are there any restrictions in the game while playing using bonus funds?
Yes. To withdraw funds with an active bonus you must either cancel it or wager. If the bonus is canceled, the bonus and winnings attached to this bonus will be removed. Bonus funds are counted towards the wagering requirements.
How can I redeem a code?
Head over to your profile and find the Promo section. You will find a box where it says “Have a promocode?” where you can enter your code and redeem it.
Technical questions
What to do if the game gives an error or freezes in the middle of a round?
In most cases you can enter the game again (refresh the page) and start right from the place where the game crashed the previous time. If refresh didn't help try to delete cookies and clean browser cache. If these actions don't help and the game still doesn't load - please contact support via live-chat or email [email protected]. The game round will be played on the server anyway and you'll receive all the winnings, this will happen even if your PC freeze or your connection is lost.
Why some games for PC are missing on mobile platform?
Unfortunately some games are not supported by mobile platforms.
Game doesn't load. What to do?
Refresh the page and reopen the game. If the problem persists, do one of the following: install or update Adobe FlashPlayer, try to open the game using another browser, try to clean browser cache. If all the actions listed above didn't help and the game still doesn't load - contact support via live-chat or email :[email protected].
Is it possible to play using mobile app?
Yes, we are using mobile PWA-application available for iOS and Android. To install an app simply open our website using Safari or Chrome browsers and follow the instructions.
Is it possible to play multiple games at one time?
Yes, by opening games in different browser tabs.
Verification
What documents do I need to provide to verify my account?
You can upload the following documents through the verification section of your account. Please make sure that you provide them according to the following criteria to avoid any delays in approval.
- Proof of ID: passport, driver's license or national identity card. It cannot be an expired document and include both sides of your ID
- Proof of address: a utility bill or bank statement issued under your name. The document cannot be older than 3 months and should display the full page (not folded) and clearly legible.
- Selfie: both, the front of your ID and your face must be clear and match.
Do I have to upload copy of my card and bank statement?
It is recommended but not mandatory. If you have made card deposits and wish to increase the limit of card deposits, then you would need to provide them.
Ensure the documents meet the following criteria:
- Front of your card showing the first 6 first and the last 4 digits. Please cover the middle digits for security reasons.
- Back of your card, please cover the CVV code for security reasons.
- Bank statement linked to the card used which is not older than 3 months. The statement must show your name and address
How long does verification take?
Our verification team will aim to verify your account within the following 3 business days. You will be able to see the status of your documents from your verification section and in case we require any further information, you will be informed over email.
Why do you need my source of funds information?
We are required by our licensing regulator to obtain information related to your source of income when you reach a certain level of activity. We understand this is sensitive information but you can rest assured that we will handle it with utmost care and in line with our privacy policy.
You may upload this information directly through your account verification section or by emailing it to [email protected]
What documents do you accept for the source of funds verification?
We will need you to submit some of the following documents to verify your source of funds.
Employed individuals:
- Payslip: we will need you to provide your last 3 payslips
- Bank statement: this must include your historical transactions for the last 3 months and where we can see your income coming in
Self-employed individuals:
- Your last tax declaration
- Bank statement: this must include your historical transactions for the last 3 months and where we can see your income coming in
