The player from Germany had requested a withdrawal of 300 Euros from Alf Casino, which had been her first withdrawal request. The casino had cancelled the withdrawal, instructing her to request a bank transfer instead. Despite complying, the player had received no communication from the casino since October 24, with her emails being ignored and chat sessions abruptly ended. The casino had not required account verification. However, after lodging a complaint, the player had received a response to her email and her withdrawal had been completed and transferred to her bank account on October 30. We had marked the complaint as 'resolved' following the successful resolution of the player's issue.
Alf Casino - Player’s withdrawal request is being ignored.
Amount: €300
Alf Casino
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9.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
So, I'm currently having issues with this casino. I requested a withdrawal of 300 Euros on October 20. On October 24, they cancelled my withdrawal and gave me advice on how to and what to input for the withdrawal. They also advised me to request a bank transfer withdrawal because that's how I had deposited. They really made me out to be foolish because that's exactly what I did. I reapplied on October 24, entered everything exactly as they wanted, and I haven't heard anything since then. Emails are being ignored; they either don't respond to my queries in live chat or abruptly close the chat. What's wrong with them???? My account is not verified, but that's not the issue. When I try to do the verification, I get a message saying no verification is needed. I queried this in the chat and they said no documents were needed. I played without a bonus. I also play in other rabidi casinos without any problems so far. There I inputted the withdrawal in exactly the same way. I'm just hitting a brick wall with this casino.
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1 year ago
Hello Gretche70,
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 its your first ever withdrawal request? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello Nick
I had played with a bonus, but successfully implemented it, played some more and then requested a withdrawal of 300 euros. It's my first withdrawal, but they still don't require verification. I was in the chat again yesterday on October 27th, they just said I should get the money soon. I said that I didn't understand why my payout was canceled after 4 days, I applied for a new one and nothing else happened. They don't go into that. Always the same thing: I should get my money soon, without any further explanation. Once the chat was simply ended. I also play in other rabidi casinos, they stick to processing the payout within 3 days or even earlier. Only Alf Casino doesn't comply and every email is ignored.
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1 year ago
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Hello Nick
Today on October 30th I suddenly received a reply to my email from October 22nd
That says it all about the casino.
A few hours later an email came that my payout had been completed and some time later it was already in my bank account. I think the reason for the response and my withdrawal was my complaint here. For me, this casino is definitely history. The behavior of the support says everything about this casino. It was a lesson to me.
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1 year ago
Dear Gretche70,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Casino.Guru
