The player from Austria had claimed that the casino was operating illegally in Austria and exploiting his gambling addiction, which resulted in a loss of €17754. The player alleged that the casino didn't hold a valid Austrian license and was seeking a refund of losses. He also mentioned that the casino lacked player protection and he had been unable to access his account. Despite our team's attempts to gather more information and extend the complaint's resolution period, the player did not respond. Therefore, we were unable to investigate further and had to reject the complaint.
Alf Casino - Player reports illegal practices and addiction exploitation.
Amount: €17,754
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
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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10 months ago
Translation
The casino is offering its services illegally in Austria and is exploiting the player's gambling addiction.
I have lost €17754 in this casino despite my apparent gambling addiction.
The casino is providing services in Austria illegally and is legally obliged to refund the deposits.
It is falsely implied that they hold a valid license in Austria - but that's not the case! Moreover, they are exploiting gambling addiction. When I didn't play, I constantly received calls and offers, even after begging for more money, nothing was done and I was further encouraged to play.
Unfortunately, the casino doesn't even respond to inquiries regarding this matter.
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10 months ago
Dear Stefan123450,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.
If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. The Alf Casino review on our platform includes the following information:
Could you please advise if you have ever informed the casino about your gambling problem? Do you currently have access to your casino account?
Thank you very much in advance for your reply.
Best regards,
Kristina
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9 months ago
Dear Stefan123450,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
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Hello!
Yes, I reported my problem to Alfcasino. My account was then blocked for a week, in my addiction I asked for it to be unblocked and after I had to sign a document stating that I was no longer addicted to gambling, it was unblocked again and the whole thing started again! There is no player protection there. The transaction lists, which must be made available according to the law, were only transmitted after dozens of attempts and after more than a year! Previously it was said that these lists didn't exist, which is nonsense.
And the fact is that Alfcasino does not have a license for Austria, but does offer its services in Austria. For that reason alone, Alfcasino should get these negative points. This casino uses illegal practices and I find it incredible that it has such a good rating.
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9 months ago
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I don't even get a response from their support when I write an email, this is my last hope
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9 months ago
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where did you get the information that the casino has the Antillephone license? According to the search, the casino does not have this license and there is no longer any seal on their website. There was no answer to a query in live chat!! And no, I no longer have access to my account
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9 months ago
Thank you very much for your reply, Stefan123450. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
