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Hello my last complaint was closed about this casino but withdrawals were made, thanks for that. My new problem is that I got winnings in some slots and then an error message came up. When I open the slot again I see the win but can't accept it. The casino has been informed for 2 weeks but has not received any feedback. Mfg Daniel N*******

Hallo meine letzte Beschwerde wurde geschlossen über dieses Casino aber Auszahlungen wurden getätigt, dafür danke. Mein neues Problem ist das ich in einigen slots Gewinne bekommen habe und darauf kam eine Fehlermeldung. Wenn ich den slot erneut öffne sehe ich den Gewinn kann in aber nicht annehmen. Das Casino ist seit 2 Wochen informiert aber bekomme keine Rückmeldung. Mfg Daniel N*******

Dear Niedi86,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with any supporting evidence or your game history to petronela.k@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

PS: Your previous complaint has been updated and closed as resolved. Thank you for the confirmation.

Hello here is a screenshot of the various machines. So here there are still winnings everywhere, but I can't get any further than the screen to accept the winnings. Mfg Daniel N*******

Hallo hier schön mal einen Screenshot der verschiedenen Automaten. Also hier sind überall noch Gewinne vorhanden, aber weiter wie zu dem Bildschirm komme ich nicht um die Gewinne anzunehmen. Mfg Daniel N*******

The same is also in book of dead, unfortunately I can't upload the screenshot.

Das gleiche ist auch noch in book of dead, leider kann ich den Screenshot nicht hochladen.

I'm truly sorry but I do not understand. On the screenshots, I can only see the game description and no winnings. Could you please elaborate?

Yes, you can see that I'm not coming in, the screen doesn't go any further. It was seen on book of dead but I can't upload the image. The casino also has the pictures, it has now been at least 3 weeks without a response from the casino.

Ja man sieht ja aber das ich nicht rein komm, weiter geht der Bildschirm nicht. Bei book of dead wurde man es sehen aber ich kann das bild nicht hochladen. Das Casino hat die Bilder auch, es sind mittlerweile mindestens 3 Wochen ohne eine Rückmeldung des casinos.

Dear Niedi86,

Please understand that without any supporting evidence we won't be able to proceed with this case as it would be close to impossible to confront the casino.

Hallk sent the picture of book of dead calculating the profit to the e-mail from petronela. I asked the casino again today, although they wrote long ago that the provider had been informed and got this email back.

Hallk habe das Bild von book of dead wie er den Gewinn hoch rechnet an die E Mail geschickt von petronela. Habe heute mal wieder beim Casino angefragt obwohl sie schon längst geschrieben haben das der Provider informiert wurde diese e mail zurück bekommen.

Thank you very much, Niedi86, for your reply and forwarded screenshots:

(screenshot from player's email)

Could you please answer the questions that the casino asked?

• Name of the game
• Time of the bet
• Pre-bet balance
• Bet amount
• Winning amount
• Bet ID

Looking forward to hearing from you.

I've already told them all that, as I said, it meant to me that the provider was informed. Every time I start here from the beginning.

Das habe ich denen ja schon alles gesagt, wie gesagt es hat zu mir geheißen das der Provider informiert wurde. Jedes mal fange ich hier von vorne an.

Could you please provide that information here as well? Thank you very much for your cooperation in advance.

I can't answer all that because I can't get into the slots anymore. It's around 40 euros in total. I can tell the time and date. I just wrote to them again and they act like they didn't know anything.

Das kann ich doch garnicht beantworten alles da ich nicht mehr in die slots komme. Es sind insgesamt zirka 40 Euro. Uhrzeit und Datum kann ich sagen. Habe eben wieder mit denen geschrieben und die machen als wussten sie von garnichts.

26 October at 11:44 p.m

26 Oktober um 23.44 uhr

Thank you very much, Niedi86, for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Niedi86,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Alf Casino to the conversation to participate in the resolution of this complaint.

Okay thank you.

Okay Dankeschön.

Dear Customer,

Thank you for contacting us.

First and foremost, we would like to apologise for the inconvenience caused while using our website.

We do understand that it took quite some time to reach a reasonable conclusion regarding your complaint about the PlayNGo slots, and with that in mind we would like to offer you a compensation of 100 EUR cash bonus that should hopefully cover the wins you missed out on. You can claim it via chat or by confirming it here.

Unfortunately, we have never received a detailed report about the rounds from you (if you did, we would appreciate a screenshot). However, the time it took to reach this point is worth to be compensated.

Should you have any other questions, feel free to contact us.

Best regards,

AlfCasino.com

I would accept this bonus, it's just a shame that I can't play the popular play and go slots. But thanks for the solution. Mfg Daniel N*******

Diesen bonus würde ich akzeptieren, ist nur schade das ich halt die beliebten play and go slots nicht spielen kann. Aber danke für die Lösung. Mfg Daniel N*******

Dear Daniel,

Thank you for your reply.

We would like to inform you that the cash bonus has been credited to your account.

Best regards,

AlfCasino.com

Thank you, but as I said I had everything ready, the chat had assured me that it was forwarded to the responsible department. Screenshots, date, time. Unfortunately, I couldn't do more because I couldn't get into the slots anymore. But thanks for the solution. Mfg Daniel N*******

Danke, aber wie gesagt habe alles bereitgestellt gehabt, der chat hatte mir versichert das es an die zuständige Abteilung weitergeleitet wurde. Screenshots, Datum, Uhrzeit. Mehr ging leider nicht da ich ja nichtmehr in die slots gekommen bin. Aber danke für die Lösung. Mfg Daniel N*******

Thank you Alf Casino team for your help.

Dear Daniel,

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,

Peter