The player from Greece, after winning from a Mastercard deposit, had discovered that all withdrawal methods were unavailable except Bitcoin. The issue was eventually resolved when the player, by chance, interacted with a Greek representative from the casino's live chat who guided him on how to withdraw his winnings.
Alf Casino - Player cannot use withdrawal methods.
Amount: €200
Alf Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
I did a deposit with Mastercard before 3 days, and after I won , I tried to withdraw and all available methods were not available except Bitcoin! I talked with live chat and everyone told me something else. I cleared all cookies etc but nothing. They told me they will send me email and fix it , but nothing happened. I cant talk my money.
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10 months ago
Dear alexeee13,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Was your account verified successfully in the past?
- Have you attempted the withdrawal via Bitcoin? With what result?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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10 months ago
Translation
This casino works normally with all withdrawal methods. And it seemed strange to you that I can't withdraw. It's something like a bug of theirs. I don't have Bitcoin, I haven't been told any way to withdraw, and this particular casino doesn't ask for account identification except for really big wins.
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10 months ago
Translation
1 WEEK HAS PASSED AND I HAVEN'T RECEIVED AN EMAIL FROM THEM TO TELL ME WHAT IS GOING TO HAPPEN, BECAUSE EVERY DAY I SEND TO THE LIVE CHAT. MANY TELL ME THEIR CLASSIC CANDY "as soon as possible we will contact with you". I REALLY DON'T HAVE WORDS FOR SO MUCH MESSLING AND WAITING
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10 months ago
Please send me the correspondence where you attempted to resolve the issue with the casino. My email is tomas@casino.guru
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10 months ago
Translation
I HAVE ALREADY SENT YOU. ANSWER ME THERE AT LEAST, 4 DAYS FOR A MESSAGE WE DON'T DO SOMETHING LIKE THIS! I'M KILLED ALL THE TIME
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10 months ago
I apologize for not replying sooner. Thanks for your patience.
I asked you for the correspondence between you and the casino in the last email I sent you on Monday, however, I haven't received any chat transcript, email exchange, or anything related that would help us clarify the situation.
If you sent this information previously, I unfortunately haven't received it. Kindly send it again.
I'll wait for your message.
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10 months ago
Translation
THERE IS ONLY ONE MESSAGE AND THAT WAS MANY DAYS AGO. AND IN FACT FROM A PERSON FROM THEIR LIVE CHAT. I WILL SEND YOU A PHOTO TO SEE IMMEDIATELY
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10 months ago
Translation
PROBLEM JUST SOLVED BECAUSE I JUST GOT LUCKY. AFTER 50 CONVERSATIONS THESE DAYS ON LIVE CHAT, I GET SOMEONE GREEK TODAY, THAT IS FROM MY COUNTRY AND HE TOLD ME WHAT TO DO AND I GET MY MONEY IMMEDIATELY. IF I HAD NOT FOUND THIS COMPLETELY BY ACCIDENT, I DON'T KNOW WHAT WOULD HAVE HAPPENED AS NO ONE WANTED TO HELP WITH SOMETHING THAT WAS VERY SIMPLE AND QUICK IN THE END
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10 months ago
Dear alexeee13,
I'm relieved to hear that luck was on your side and the issue was resolved. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
