The player from Germany had his winnings capped without further explanation. Player’s complaint has been resolved successfully.
Alf Casino - Player’s withdrawal has been postponed.
Amount: €500
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello I signed up at the casino last week. I deposited 100 euros with a bonus but did not activate it because I made 1000 euros with the 100 euros and want to pay out 500 euros. The payout has been checked for 96 hours and so far no verification has been asked. So I think it's another scam that the player doesn't want to wait that long and the finance department hopes that he gambles everything away again, they would make 400 euros minus. What shoud that? Got this email from support today for the 2nd time. Thank you Daniel
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1 year ago
Dear Niedi86,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino about which exact rule has been breached and why your winnings should be reduced?
Could you please specify which exact bonus you have redeemed? I would like to check the terms and conditions. Why do you believe that the bonus wasn't active?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
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No, my winnings are not reduced, but have you been telling me for 4 days that the finance department is already processing, for 4 days?
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1 year ago
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It's also not about verification, they just want to pull it all out forever. When depositing, everything always goes very quickly, but when it comes to paying out, it's just a trick.
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1 year ago
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I just got this answer.
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1 year ago
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Took the deposit bonus but canceled it. I then earned 1000 euros, of which I have had 500 euros in payout for a week. Every day I am told that the payment looks good and that the finance department is already checking it. Just got this message in an email from me. Daniel
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1 year ago
Do I understand correctly that the payment is still pending inside your account since the 1st of October?
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1 year ago
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Hello and thanks for the help, the money was paid out after 10 days. I've applied for a new payout since yesterday, I'm curious how long it will take now. Mfg Daniel N*******
Edited by a Casino Guru admin
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1 year ago
Thank you very much, Niedi86, for the update. The least I can do is to leave this complaint open until your confirmation regarding successful withdrawal. Please keep me informed.
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1 year ago
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Hello everything was paid, the complaint can be closed. Mfg Daniel N*******
Edited by a Casino Guru admin
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1 year ago
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Hello again won well at Alf casino. Have been paying out 500 euros for 3 days and still have 7000 in the account. But nothing is processed. They always say that the finance department has a lot to do. I
I deposited a total of 300 euros there and am 10,000 euros in profit. My colleague has been playing there for a long time, when he pays out it takes 1 to 2 days for the money to be in the account. I think they delay this with me that I gamble away a lot again
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1 year ago
I fully understand your frustration, Niedi86. However, I will set the timer for additional 10 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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1 year ago
Hello Niedi86,
Have there been any developments since our last conversation, please?
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1 year ago
Dear Niedi86,
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
Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
The player can reopen this complaint anytime.
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1 year ago
We’ve reopened this complaint as per the player’s request.
We received confirmation in the player's other complaint that the issue has been resolved.
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Niedi86, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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