The player from Greece had a balance of €1800 after he had fulfilled a wager condition, made two withdrawals, and left €700 in his account. The casino had cancelled the withdrawals, reduced the balance to €150, and made a 'completed withdrawal' of €1550 that the player neither requested nor received. The player was unable to contact the casino via live chat and had sought help from the Complaints Team. The team had suggested that the issue might have been related to the specific bonus the player had used, which might have had a maximum win limit. However, the player did not respond to the team's request for more information about the bonus and its terms, leading to the complaint being rejected due to lack of response.
Alf Casino - Player's winnings are confiscated, withdrawals cancelled.
Amount: €1,700
Alf Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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9 months ago
Translation
Good evening, I made a deposit (17€), where I was gifted a bonus crab. After losing my own money playing, I moved into the bonus crab and nabbed a bonus money 20€ which is a wager x50 (1000€). After managing to churn out the wager, I had a clear 1800€ in my account. I withdrew 500€ (day limit) and left 1300€ inside. The next day, I played 100€ from my balance and made another 500€ withdrawal leaving 700€ in my account. So, I made 2 withdrawals of 500€(1000€ total) and had an additional 700€ inside. I received 2 emails from the casino stating that my withdrawals were canceled. I logged into my account and found 150€ (from the 700€ I had left) and a "completed withdrawal" of 1550€ which I obviously didn't make since the daily withdrawal limit is 500€ and clearly, nothing has been credited to my bank account. I have sent them 6 emails since this morning and received no response and their live chat doesn't function. Can someone help me in any way? What can I do if I can do anything? Thanks a lot in advance.
P.S. I have never had an issue with either depositing or withdrawing at this specific casino.
Automatic translation:
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9 months ago
Hello Dybala21,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Alf Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Does that crab bonus have any maximum win limit? When was the last time you spoke to the casino and what was it about?
Please note that a withdrawal may take up to 14 days and as it was processed yesterday only, I can only recommend to wait.
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
Hello and thank you very much for your quick response, because I am really desperate. I immediately entered the information that was requested from me when I registered with AlfCasino. I have done many transactions (deposits-withdrawals) and I have never been asked for anything extra and I have never had a problem. I hope this is the problem and I submit that further information is needed. I don't remember when was the last time I spoke to the casino, it must have been 2 weeks ago, the reason I spoke I think was to register some bonus I had and it didn't appear in my account. The bonus I received was not a non-deposit bonus because I had made a deposit and won this bonus, I completed the wager x50 and then proceeded to the procedure I wrote to you before. Can you help me somehow? Should we contact the casino? To find out why these moves were made on their part without any warning or anything.
Thank you very much
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9 months ago
Translation
Also the live chat I can't even press. It won't let me. A friend of mine who has an account with the same company can normally chat via live chat. So that says something, that they don't give me the option to contact them. I don't know maybe they intend to pass some days and then claim that days passed and I didn't make any move and I can't claim anything. Please help me get in touch with AlfCasino.
Thank you again
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9 months ago
Hello Dybala21,
Can you please forward the exact bonus you used and it's terms? Mostly such bonuses from VIP programs, free bonuses and so have a maximum win limit so it might be one of the reasons of capping your balance.
