The player from Italy did not receive the bonuses for his second and third deposits after making his first deposit at the casino, as stated in the welcome promotion. The Complaints Team clarified that the casino reserved the right to deny bonuses at their discretion, and since the player had a zero balance when the account was closed, further assistance could not be provided. Consequently, the complaint was rejected based on the casino's terms and conditions regarding promotions.
Alf Casino - Player is missing bonuses.
Amount: €150
Alf Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
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3 months ago
Translation
Good morning, after making my first deposit at the casino, I did not receive the promised bonuses for the second and third deposits. The promotion is at the following link: https://alfcasino.com/it/promotions and it's called the welcome promotion.
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3 months ago
Dear Maylis1957,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Could you please advise how many deposits you made into the casino?
Have you activated each of the welcome bonuses in your casino profile?
Have you contacted customer support after you did not receive the second and third deposit bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
Translation
after i made the second and third deposit the chat support girl told me that i was not entitled to them. The account was closed today
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3 months ago
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I made 3 deposits, the first bonus was credited to me regularly, the second and third bonus were not! When I wrote in chat the account was subsequently closed!
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3 months ago
Did you write to customer support right after you were unable to activate your second deposit bonus?
Did you already play with the money you deposited?
What was the balance in your account when the casino blocked you? Have you received any explanation as to why your account was closed?
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3 months ago
Translation
I have not received any information about the block! Yes I wrote immediately and they only told me in chat that I was not entitled to the bonuses
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3 months ago
Did you play with the money even though you did not receive the bonus you wanted?
Did you ask customer support to provide you with the 3rd deposit bonus when you made your third deposit as well?
Could you please specify what the balance in your account was when the casino blocked you?
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3 months ago
Translation
Yes I played once and the bonus was not recognized. The amount of the deposits is 100 euros and 50 euros. Yes I asked in chat and they told me that by decision of the administration I was not entitled to the bonus
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3 months ago
I understand, however, I need to clarify what the balance in your account was when the casino closed it. This information is vital for us to decide if we should continue with the investigation. Please note that if your account was closed after you lost your entire balance, we will not be able to assist you. Online casinos are within their rights to close a customer's account if there is no money left or if all winnings have been paid out.
Please let me know your account balance at the time of closure so we can proceed accordingly.
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3 months ago
Translation
I had 0 balance when they closed my account. But why do they publish on their site the promotion of bonuses on the first 3 deposits and then they don't give them?? It doesn't seem very fair to me!
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3 months ago
According to the Terms and Conditions of Alf Casino:
7.3 We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or a group of customers from the promotion program of the Website at our sole and absolute discretion. In the event of any dispute regarding our promotions (including, without limitation, eligibility, use, abuse, fair play, calculation of winnings and wagering requirements) Company’s decision shall be final and non-negotiable.
I understand how disappointing it can be when a bonus is not granted. However, it is important to note that most online casinos, including Alf Casino, have specific terms regarding their promotions. The casino can decide, without further explanation, whether a player is eligible for a bonus or not. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply.
Since your deposits were used for playing and your account was closed only after your balance reached zero, we regret to inform you that we are unable to offer further assistance. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
