The player from Germany has reported that his account was not credited with 90 Euros despite assurances from support. This is the second time he has experienced this issue with the casino. The casino provided evidence showing that the player had cancelled their withdrawal and then continued to play with it, and that the winnings that had been confiscated were due to having been credited in error. The player was asked about this, but it seemed they did not wish to pursue the matter any further. Consequently, the complaint was rejected.
Alf Casino - Player’s funds not returned by the casino.
Amount: €90
Alf Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I intended to cancel 90 Euros in order to continue playing. However, the 90 Euros were never credited to my account. The support told me that the money would be in my account within 3 days, which never happened. This is already the second time that I've been so blatantly ripped off by this casino... It happened on August 22, 2023, at approximately 11:30 PM.
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1 year ago
Dear toomy500,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information than a picture. Could you please elaborate?
Do I understand correctly that you canceled your pending withdrawal and it disappeared from your account?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
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Yes, exactly. The money has disappeared. The support team now wants some photos that prove how everything happened. This is really nonsense. All they have to do is look carefully on the computer. Everything is there. They have much more and greater opportunities to see where the money is. It seems like harassment to me. I'm not that good with computers and I have a hard time when they say,,, they show this or that. I have a hard time with that. I hope you have more success than me. Thank you very much
G*********
Edited by a Casino Guru admin
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1 year ago
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Hello
Things are getting worse with this casino. I got a bonus of 20 euros and with a lot of luck I met the required turnover requirements. So 20 times, 40 equals 800 euros. I did it and from then on it's money that you can have paid out. I continued playing it and when it reached 171 euros I ordered 100 euros to be paid out. To date nothing has happened. The remaining 71 euros I wanted to play are also gone.
This is now the 3 times within 4 weeks that my money has simply gone. Regardless of whether it is money from bonus winnings or deposited by me. It's simply outrageous how this casino treats customers. If I complain, they ask for things like proof of deposits etc. They see it, everything they want to know on the PC, why are they making it so difficult? I'm a customer and want to play in a relaxed manner, but customers are just being ripped off here. I am very angry with alfcasino. Please continue to review my case. Thank you very much
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1 year ago
What specific type of supporting evidence did the casino request from you concerning the €90 withdrawal that went missing? Did they ask for proof from your bank statement showing that the funds were never received by you? If so, could you also send this evidence to petronela.k@casino.guru, please?
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1 year ago
Translation
They referred me to a support email address and said that they would help me. I did it. I also explained my case there, but nothing came back. I feel really screwed with what this casino is doing to me. Apparently they feel so bad about withholding money from customers. These 100 euros that I wanted to be paid out are still there for payment in process. But nothing happens. If I go to cancel now, the 100 are gone immediately. I got that now, but I really don't know why they do it. I think if only you can achieve something.
Thank you
G*********
Edited by a Casino Guru admin
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1 year ago
Could you please check my previous reply and try to assist? What supporting evidence was requested from you? Have you provided everything that the casino asked for in order to investigate?
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1 year ago
Translation
No, no proof of account transfer was required
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1 year ago
I'm sorry but I don't understand.
- You cancelled the requested withdrawal and the funds disappeared, is that correct?
- What supporting evidence has been requested from you and did you provide it to casino, please?
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1 year ago
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Point 1 is correct.
Point 2, I haven't had to provide any evidence yet.
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1 year ago
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I still have 100 euros in my account. I've been wanting to have it paid out on August 28, 2023 for a long time. But it still says that it is still in progress. I don't dare to book the money back to play because that's exactly what always happens: the money is suddenly gone and they say I've already gambled it away.
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1 year ago
Could you please provide a screenshot of your cashier history showing the requested withdrawal of €90 to petronela.k@casino.guru along with your bank statement proving that you never received the funds?
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1 year ago
Dear toomy500,
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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1 year ago
Translation
Hello
I tried to access my deposit history but unfortunately everything has disappeared. The entire history, deposits, withdrawals etc. Apparently deleted. I can't see anything anymore because there's nothing left there that I find strange. Only 100 euros are still available for payment and are being processed, but this has been the case for many weeks. I don't dare to put the amount back into my gaming account because I'm afraid that it will happen again that the money will suddenly be gone.
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1 year ago
Thank you very much, toomy500, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hello toomy500,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Alf Casino to join the conversation and participate in the resolution of this complaint.
Dear Alf Casino,
Can you please provide some insight into the issues the player is experiencing regarding missing withdrawal amounts?
Kind regards,
Adam
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1 year ago
Dear Adam,
Thank you for reaching out.
Please be informed that we sent you an email to adam.m@casino.guru. Looking forward for your reply!
Best regards,
Customer Support
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1 year ago
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Apparently the casino didn't respond and didn't give me my money back. Now I still have 100 euros to be processed for payment. I'm really worried if I... 
I book the money back and it disappears again. But I'm going to do it anyway because I just want to finish and I don't care what happens to my winnings. I'll never play there again anyway.
Greeting
Gottschalk
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1 year ago
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And lo and behold. The money is gone. It wasn't posted to my account. It just sucks with this casino. Never again
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1 year ago
Hello toomy500,
I have received evidence from the casino that shows that the 90 EUR withdrawal was requested on 21.08.2023 at 00:08:53 and later cancelled on 22.08.2023 at 06:08:08 and returned to your balance. It seems you then continued to play your balance until requesting withdrawals for the amount of 30 EUR and 50 EUR which you also later cancelled.
Regarding the amount of 100 EUR, the casino has explained that you were somehow able to cash out more than the maximum allowed from a bonus, and the excess amount (196.52 EUR) was claimed back by the casino.
Can you please comment on this? Do you remember using this bonus?
Kind regards,
Adam
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1 year ago
Dear toomy500,
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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1 year ago
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Sorry, but it's all become too much for me now. I don't want to beg for my money here. I tried to book the 100 again to play but as I suspected it was gone immediately. I have given up my account, will no longer play in this casino and I just think it's a shame what's going on there.
Many thanks for your help.
Tom
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