The player from Germany experienced a technical problem while playing a slot machine. The issue was successfully resolved as the casino offered the player compensation which was accepted.
Alf Casino - Player experienced a technical glitch while playing.
Amount: €40
Alf Casino
Safety Index:Very highSafety Index
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9.2
Alf Casino has a Safety Index of 9.2, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello my last complaint was closed about this casino but withdrawals were made, thanks for that. My new problem is that I got winnings in some slots and then an error message came up. When I open the slot again I see the win but can't accept it. The casino has been informed for 2 weeks but has not received any feedback. Mfg Daniel N*******
Edited by a Casino Guru admin
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2 years ago
Dear Niedi86,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with any supporting evidence or your game history to petronela.k@casino.guru? Please advise the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
PS: Your previous complaint has been updated and closed as resolved. Thank you for the confirmation.
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2 years ago
Translation
Hello here is a screenshot of the various machines. So here there are still winnings everywhere, but I can't get any further than the screen to accept the winnings. Mfg Daniel N*******
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2 years ago
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The same is also in book of dead, unfortunately I can't upload the screenshot.
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2 years ago
I'm truly sorry but I do not understand. On the screenshots, I can only see the game description and no winnings. Could you please elaborate?
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2 years ago
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Yes, you can see that I'm not coming in, the screen doesn't go any further. It was seen on book of dead but I can't upload the image. The casino also has the pictures, it has now been at least 3 weeks without a response from the casino.
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2 years ago
Dear Niedi86,
Please understand that without any supporting evidence we won't be able to proceed with this case as it would be close to impossible to confront the casino.
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2 years ago
Translation
Hallk sent the picture of book of dead calculating the profit to the e-mail from petronela. I asked the casino again today, although they wrote long ago that the provider had been informed and got this email back. 
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2 years ago
Thank you very much, Niedi86, for your reply and forwarded screenshots:
(screenshot from player's email)
Could you please answer the questions that the casino asked?
- Name of the game
- Time of the bet
- Pre-bet balance
- Bet amount
- Winning amount
- Bet ID
Looking forward to hearing from you.
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2 years ago
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I've already told them all that, as I said, it meant to me that the provider was informed. Every time I start here from the beginning.
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2 years ago
Could you please provide that information here as well? Thank you very much for your cooperation in advance.
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2 years ago
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I can't answer all that because I can't get into the slots anymore. It's around 40 euros in total. I can tell the time and date. I just wrote to them again and they act like they didn't know anything.
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2 years ago
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26 October at 11:44 p.m
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2 years ago
Thank you very much, Niedi86, for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi Niedi86,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Alf Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Dear Customer,
Thank you for contacting us.
First and foremost, we would like to apologise for the inconvenience caused while using our website.
We do understand that it took quite some time to reach a reasonable conclusion regarding your complaint about the PlayNGo slots, and with that in mind we would like to offer you a compensation of 100 EUR cash bonus that should hopefully cover the wins you missed out on. You can claim it via chat or by confirming it here.
Unfortunately, we have never received a detailed report about the rounds from you (if you did, we would appreciate a screenshot). However, the time it took to reach this point is worth to be compensated.
Should you have any other questions, feel free to contact us.
Best regards,
AlfCasino.com
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2 years ago
Translation
I would accept this bonus, it's just a shame that I can't play the popular play and go slots. But thanks for the solution. Mfg Daniel N*******
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2 years ago
Dear Daniel,
Thank you for your reply.
We would like to inform you that the cash bonus has been credited to your account.
Best regards,
AlfCasino.com
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2 years ago
Translation
Thank you, but as I said I had everything ready, the chat had assured me that it was forwarded to the responsible department. Screenshots, date, time. Unfortunately, I couldn't do more because I couldn't get into the slots anymore. But thanks for the solution. Mfg Daniel N*******
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2 years ago
Thank you Alf Casino team for your help.
Dear Daniel,
I'm glad to hear that your issue has been resolved successfully. 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 any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
