Alf Casino - The player's account was closed, and the winnings confiscated.

In July I played and won a huge win. My win was 10000 Euros (10082). Then the casino closes my account and says they will not pay! I asked them what the problem is and they say I broke some terms and give me some generic text. I keep asking them and they don't answer or anything. 

All they gave me was this below. 

As we wrote to you in our previous email our Casino Administration has concluded that You have violated some of our Terms and Conditions. 

As a result of this, your account was closed without any right to be reopened. 

6.15: You agree that the Casino reserves the right to cancel any payments in the event of you being suspected of fraud, collusion or illegal activity or if the Casino is monitoring the account balance or the received withdrawal request. In these cases, the Casino may start and/or take part in and/or help in the investigation of the circumstances and you agree to support and aid any such investigation, your winnings and active balance have been canceled and written off. 

7.6. Despite the previous sections of these Conditions, the Casino retains the right to suspend your access to the Casino or block your account without prior notice in the event that you are suspected of breaking any section of these Conditions or of participating in a fraudulent, illegal, or improper activity. In that case, the Casino does not have any responsibility for returning or compensating the funds that remain in your gaming balance.

Dear Alex,

Thank you for contacting Casino Guru. I'm sorry to hear about your withdrawal issues. We'll do our best to get this resolved. Did the casino specify why exactly you were suspected of fraud? Are you aware of having broken any rules when you played in the casino?

Best regards,

Peter

To alfcasino.com

Why do you say my account is fraudulent? 

I supplied everything that you requested. 

Hi Alex,

I contacted the Alf Casino and now we will wait for a reply.

Best regards, 

Peter

Dear Alex,

We would like to kindly inform you that, unfortunately, your account did not pass the verification procedure and has been closed by our Security Department.

Due to this, based on the Terms and Conditions of our project, the account has been closed without the right to reopen.

We hope this clarifies the situation.

Best regards,

AlfCasino Team

Please clarify which terms did I violated?

Dear Alex,

During the verification of your account and the reviewing process of the document provided by you, our Security Department discovered a connection to a fraud account.

Based on this, The Administration of the Casino has made a decision to close your account based on the following Terms and Conditions of our Website:

6.10: You agree that the Casino reserves the right to cancel any payments in the event of you being suspected of fraud, collusion or illegal activity or if the Casino is monitoring the account balance or the received withdrawal request. In these cases, the Casino may start and/or take part in and/or help in the investigation of the circumstances and you agree to support and aid any such investigation, your winnings and active balance have been cancelled and written off.

We hope this clarifies the matter.

Best regards,

AlfCasino Team

I have no connection to any account, certainly not a "fraud account." 

What are you basing this on?

Dear Alex,

We have, once again, checked the documents and information that you have sent and, as stated previously, confirmed that your transaction history contains a money transfer to another player of our firm, which is strictly forbidden by our Terms and Conditions.

The Casino’s Administration took the decision, final and irrevocable, to close your account due to the violation of the following points of our Terms and Conditions:

6.24 Transfer of funds between players is strictly prohibited.

Furthermore, following the point 6.10: You agree that the Casino reserves the right to cancel any payments in the event of you being suspected of fraud, collusion or illegal activity or if the Casino is monitoring the account balance or the received withdrawal request. In these cases, the Casino may start and/or take part in and/or help in the investigation of the circumstances and you agree to support and aid any such investigation.

Having the above in consideration, your winnings and active balance have been cancelled and written off.

As such, your account has been permanently closed, without the right to be reopen.

Best regards,

Alfcasino.com Financial Department

I have no transfers to or from anybody. I do not know what you are talking about. Please check the history I sent and tell me which date you see that transfer.

Dear Alex,

Please be aware that our security system operates throughout all of our Brands and detects all kinds of fraudulent activity. During the verification procedure, the transfer of funds to a different account has been detected. Based on this, the Casino Administration, along with our Security department, has made a decision to close the account.

Having the above in consideration, your winnings and active balance have been cancelled and written off.

We hope this clarifies the situation.

Best regards,

AlfCasino Team

Hi Alex,

Could you please reply to this?

Best regards,

Peter

Dear Alex,

We are extending the timer by 7 days. Please, be aware that in case you fail to react in the given time frame, we will reject your complaint.

Best regards,

Peter

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Alex,

We would like to kindly inform you, that in order to be absolutely sure about the previously made decision, our Security Department has thoroughly investigated the situation a second time. During the process, signs of fraudulent activity have been detected. Due to this, a decision has been made, based on the Terms and Conditions of our Project, to close your account without the right of it being reopened.

We hope this clarifies the matter.

Best regards,

AlfCasino Team

This is totally false! Please send concrete proof! You should send proof to me and casino guru. I have been playing fairly throughout the years ever since I started playing online casinos. 

We would like to ask Alf Casino for relevant evidence. You can upload it directly here or send it to my email address: peter.m@casino.guru. It will not be displayed on the website until you allow it. Any personal data will not be shown.

Best regards,

Peter

Dear Peter,

The evidences were sent to your e-mail address: peter.m@casino.guru . Kindly check it and give us your feedback. 

Best Regards,

AlfCasino Team

Dear Alex,

After thorough review of all the evidences provided by the casino, we decided to reject your complaint. If you disagree with our decision, I suggest you to turn to the Curacao gaming authority and submit a complaint with them (certria@gaminglicences.com).

I'm sorry I couldn't be of more help.

Best regards,

Peter