The player from Portugal reports that her casino account has been closed without warning, despite providing all required documents for verification. She previously received a payout of €400 and had a remaining balance of €234 at the time of closure.
Alf Casino - Player’s account has been closed without notice.
Amount: €234
Alf Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case opened
Current status
Waiting for Casino Guru to reply
6d 17h 59m 43s
Case summary
3 hours ago
Public
Public
23 hours ago
Greetings casino guru team,
The casino recently closed my account, and I am seeking your help to resolve this issue. Below is the text from their last email:
"We would like to inform you that your account did not pass the verification procedure on our Project and has now been closed without the right to reopen as per Terms and Conditions 9.3."
I find this behavior by the casino quite inappropriate. They previously paid me €400, and now, without any warning, they have closed my account while I still had a balance of €234.
My account is fully verified. Requested documents were provided.
I would greatly appreciate your assistance in addressing this matter.
Thank you in advance for your help.
Lyudmyla
Public
Public
7 hours ago
Dear Pasta45MeaL,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Terms and Conditions of Alf Casino and this is what I found under rule 9.3:
9.3 We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.
Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me the link or a screenshot of it.
What types of games did you play?
If you have any other communication with the casino customer support that could be relevant to the investigation of your case, please forward it to me at veronika.l@casino.guru.
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
Public
Public
6 hours ago
Hello,
My bonus was a welcome package - https://alfcasino1.com/en/promotions
I played only slots.
Casino Guru is examining the case
