The player from Germany won €5000 at AlfCasino and faced lengthy verification processes to withdraw the winnings. Despite uploading the requested documents multiple times and contacting support daily, the verification remained pending, and responses were repetitive without resolution. We contacted the casino, and they confirmed that the pending withdrawals had been paid successfully, with new withdrawals to be processed soon. The player failed to confirm receipt of the payments, and the complaint was rejected due to lack of response.
Alf Casino - Player’s withdrawal has been delayed.
Amount: €5,000
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 closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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3 months ago
Translation
Hello, I won €5000 at AlfCasino. When I tried to withdraw my winnings, I was asked to verify my identity. I uploaded everything: bank confirmation, ID, proof of address, and a selfie with my ID.
The verification process took quite a long time.
Then they asked me to upload all my bank transactions from the last 2 months as a PDF. However, when I tried to upload the file, I got an error message saying "wrong file." I tried uploading it as a JPG or CSV, but that didn’t work either. So, I emailed the documents in PDF, JPG, and CSV formats, but never received a response despite sending them multiple times.
Next, they required another selfie with my ID, this time with the AlfCasino website visible in the background, and another proof of address. I managed to upload these, but they have been marked as "in processing" for over a week, while the transaction list remains "pending."
I have been emailing daily and always receive the same reply, asking me to send the documents and that it could take up to 72 hours to process, or that they will handle it as soon as possible.
I also contacted the live chat daily, but always got the same response—they’ve informed the responsible department to expedite the process. Every day, the same thing.
If I mentioned that I’ve been hearing the same thing every day, the chat was either closed or I was asked if I had any other questions.
Automatic translation:
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3 months ago
Dear Baumton,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly
- Do I understand correctly, that verifying your identity seems to be the main obstacle in completing account verification in the casino?
- Have you accumulated your winnings with the help of a bonus?
- What games did you play to accumulate your winnings? (slots, live games, betting on sports)
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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3 months ago
Translation
Hello, Thanks for the quick reply
Yes, the verification is the problem,
I played without a bonus,
I only played slots,
Unfortunately, I didn't keep all the emails and only took a screenshot of the live chats once.
I took another screenshot which shows that the transaction history is still pending even though I sent it 2 weeks ago.
The proof of address and selfie with ID and website in the background are pending approval, I uploaded this a week ago
Edited
Automatic translation:
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3 months ago
Thank you very much, Baumton, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 months ago
Hello Baumton,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Alf Casino to join the conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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3 months ago
Dear Dominika,
Thank you for contacting us.
We would like to inform that the pending withdrawals were paid successfully. The customer has requested new withdrawals which will be paid soon.
Thank you for understanding!
Best regards,
Customer Service
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3 months ago
Thank you for the information.
Dear Baumton, could you please confirm once you have received the payments?
