The player from Germany had two pending withdrawals. The first of €200 for a bank transfer, and the second of €70, meant for his Mastercard. He canceled the 70 Euros withdrawal, expecting an immediate credit to his account, but it never arrived. The casino claims he gambled it away. The player stopped responding to our questions and comments, so we had to reject the complaint.
Alf Casino - Player facing issues with withdrawal cancellation.
Amount: €70
Alf Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I have two withdrawal orders. The first one is for 200, which I'd like to have transferred to my bank account, and the second is for 70 Euros, which I initially wanted on my Mastercard. I wanted to play some more, so I cancelled the 70 Euros. Then, it was supposed to be immediately credited to my player's account. However, that didn't happen. I contacted the support team, and they said that it could take a bit longer. So, I waited - for about two hours.
It still wasn't there. Now, they are accusing me of having gambled away the 70 Euros. This is not true because the money was not credited to my account.
I would like to know what can be done about it.
Automatic translation:
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1 year ago
Dear toomy500,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Alf Casino.
Could you please specify when exactly did you cancel your withdrawal request of 70 €?
Could you please send me a screenshot of your transaction history? My email address is veronika.l@casino.guru. Alternatively, you may post it here. Also, please forward any relevant communication between you and the casino to my email. Thank you.
I hope we will be able to help you resolve this issue as soon as possible.
Best regards
Veronika
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1 year ago
Translation
So I made the request to cancel at around 11:50 p.m. I waited 2 minutes and the money was not credited. I immediately contacted the support, who told me to wait 30 minutes, sometimes it takes a little longer. I did well. After about 90 minutes the money was still not on it. I contacted support again. They said the money was booked and I downplayed it. Sorry, but that's total nonsense what they write there. I contacted the support immediately after the money was not credited. So I couldn't gamble away the money because it wasn't there. Please help me. Only 70 euros are good. But a lot of money for me. Thanks
Automatic translation:
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1 year ago
Could you please forward your transaction history to veronika.l@casino.guru? Alternatively, you may post the screenshots here.
