The player from France claims the casino neglected to pay out a 10€ roulette bet. Despite several attempts, they have been unable to retrieve a document outlining their balance history. There is suspicion of being scammed due to limited access to their betting history and non-investigation into common errors with Evolution games. The complaint was rejected as the player failed to provide relevant evidence.
Alf Casino - Player suspects non-payment of winning bet.
Amount: €10
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
Insufficient evidence from player
REJECTED
Case summary
5 months ago
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8 months ago
Translation
After losing 500€, the casino is not reimbursing me 10€ from a roulette bet they didn't pay out. They are also not sending me the requested document outlining my balance history, and my betting history on their website is restricted to the first 200 bets, which prevents me from verifying it.
This kind of error is common with Evolution games, but they are not interested in investigating it.
I am beginning to suspect they are trying to scam me, so I have decided to close my account.
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8 months ago
Hello Teoutefkfko6,
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? Is there actually any kind of proof that the 10€ bet was not paid out - screenshot or any kind of other evidence? When was the last time you contacted the casino and what was their respond regarding this issue?
Looking forward to your answer.
Regards,
Nick
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8 months ago
Translation
Hello good,
Thanks for your reply.
No, my account is not verified and is currently closed.
Unfortunately I have no proof, as my history was not fully accessible.
I requested the history with the evolution of my balance but they sent me a document in which said evolution does not appear.
I contacted the casino several days ago but they do not respond to my emails.
I have worked for more than 4 years in an online casino and I know the payment errors in Evolution games.
In my case, the €10 was never added to my balance.
I'm thinking that I have been scammed and have to resort all the deposits to my bank.
Thank you
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7 months ago
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Since the casino has not made fun of me, they now send me a document showing the deposits made. At no time the evolution of the balance or the game history. I don't know whether to laugh or cry. This is shameful Rabini group.
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7 months ago
Dear Teoutefkfko6,
I hope you can understand that without any proof there is basically nothing we can do for you as anybody could submit a complaint that the casino owes them money.
Please if there is anything which would indicate to the missing balance, forward it to nikolas.b@casino.guru otherwise we will be closing the complaint due lack of evidence.
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7 months ago
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What proof do you want me to provide if the casino does not provide the gaming history with the evolution of my balance?
Your lack of understanding of the problem is incomprehensible.
The casino refuses to send me the game history with the evolution of my balance and it seems normal to you 🤣
Shameful
Close the complaint but open the opinion towards the casino to the public
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7 months ago
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You must understand that I need the gaming history to be able to file a complaint with the provider (Evolution) and thus be able to see where my money is, but you see it as normal that the casino does not provide me with something as basic as the gaming history. You should resign as the complaints regulator of this website.
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7 months ago
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How can I delete my guru casino account? Thank you
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7 months ago
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To my surprise, this casino is operating illegally without a license.
Customer service does not offer information about your license.
I think I have been scammed🙁
I need help please
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7 months ago
Hello Teoutefkfko6,
I hope it is clear that without any actual proof you can write basically anything and we can't contact the casino without any evidence as they could claim anything. If you wish to close your casino.guru account just confirm it here please and we can proceed your request.
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7 months ago
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Now I can see that the casino operates without a license and is not legal, so I would like to request a refund of all deposits made, since I am being treated unfairly and they do not respond to my emails and complaints.
They do not respect safe and transparent gaming, and act arbitrarily.
An unlicensed casino cannot offer services as it is illegal and not safe.
I would like the reason for my complaint to be this.
I am in contact with the French authorities and my bank to fight for the refund of the deposits and see the feasibility of reporting them. Also with the authorities of Curaçao.
Thanks for your help, casinoguru.
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7 months ago
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Also note that ml casino support is lying, since they claim that they have a license but do not indicate the reference number or type of license.
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7 months ago
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I just bought that the casino uses fake planyngo games 
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7 months ago
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Original 
Planyngo official website
I have bought the same game at other licensed casinos and they match the planyngo version and server, unlike the games at Alfcasino which have a different server and are not original versions
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7 months ago
Hello Teoutefkfko6,
Unfortunately it is not how it works. You registered in the casino and accepted their terms. You can't register, deposit lose all balance then just request for a refund based on the fact that you did not check the casino details prior to registering.
If you country has it's own laws against gambling, it is up to you to follow them and unless the casino restricts a specific country, players from there are allowed to register.
As mentioned above, the complaint will be now rejected as there were no relevant proof provided by you so we can't proceed in resolving it.
Best regards,
Nick
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