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Hello dear Casino Guru Team

Unfortunately, I'm a severe gambling addict and have relapsed. I've already been banned from many casinos, but in a moment of weakness, I managed to log in to Alf Casino and lost approximately €7,000. I tried to close my account via live chat, but unfortunately, I can't remember the exact date; I've lost track. I reacted immediately on June 7, 2026, and requested closure through VIP contact, but without success. I was still able to play and deposit funds. On June 10, 2026, I finally received a reply asking how long I intended to take a break. This can't be right! Why don't they close the account immediately like other reputable casinos do? I find it incredibly inhumane to profit from people's addiction and illness! I've attached the email exchange below. In the meantime, I even applied for a credit card to pay my bills because I gambled away my entire salary at the beginning of the month, and that backfired spectacularly. I also gambled away the €1900 hoping to get some of it back, which is incredibly stupid, I know, but unfortunately, I can't control myself; I just can't stop. It would be amazing if you could help me with closing the account and recovering the lost money from the moment I report the closure. With hopeful regards

Matthias

Hallo liebes Casino Guru Team

Ich bin leider sehr Spielsüchtig und Rückfällig geworden. Ich bin schon bei sehr viele Casinos gesperrt konnte mich aber in einem schwachen Moment bei Alf Casino anmelden und habe dort etwa insgesamt 7000 Euro verspielt .Ich versuchte über den live Chat mein Konto zu schliessen leider kann ich Ihnen das Datum nicht mehr nennen ich habe den überblick verloren Ich habe am 07.06.2026 sofort reagiert und über den Vip Kontakt um Schliessung gebeten leider ohne Erfolg. Ich konnte immer noch spielen und Einzahlen . Am 10.06.2026 habe ich denn endlich eine Antwort bekommen mit der Frage wie lange ich denn Pause machen will das kann doch nicht war sein ! Warum sperrt man denn das Konto nicht sofort wie andere seriöse Casinos ich finde das sehr Unmenschlich mit der Sucht Krankheit von Menschen noch Profit zu machen! Ich hänge Ihnen den Mail Verlauf unten an. In der Zwischen Zeit habe ich sogar eine Kreditkarte beantragt um meine Rechnungen zu Zahlen da ich Anfang des Monats meine ganzen Lohn verspielt habe und das ging natürlich voll nach hinten los die 1900 Euro habe ich auch noch verspielt in der Hoffnung etwas zurück zu bekommen was natürlich mega dumm ist ich weiss das aber ich hab es leider nicht im Griff ich kann einfach nicht aufhören. Es wäre Mega wenn Sie mir bei der Schliessung und der Rückholung des Verlorenen Geldes ab der Meldung zur Schliessung helfen könnten. mit hoffnungsvollen Grüssen

Matthias

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you request to be self-excluded before you deposited money and lost your funds through gambling activity, or did you contact the casino only after you had already suffered significant losses?

Please note that if you do not have any chat transcripts, screenshots, or other records of your earlier self-exclusion requests, it may be difficult for us to establish that the casino failed to protect you. When investigating self-exclusion cases, we need sufficient evidence showing that the player clearly requested self-exclusion and that the casino failed to act accordingly. Therefore, any communication or documentation related to your self-exclusion request would be very helpful.

• Did you respond to the email the casino sent you on 10 June? If so, kindly forward me your response, along with all subsequent communication, at veronika.f@casino.guru.
• Is your account still open, or has the casino restricted or closed it in the meantime?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello dear Casino Gur team

I have forwarded the emails to you.

After gambling away my entire salary at the beginning of June, I reacted immediately and requested that my account be closed. I sent an email on June 10th, 2026, because I realized I was relapsing and couldn't stop depositing and playing. But instead of closing the account immediately, they politely asked if I wouldn't like to take a break. The casino knows perfectly well that someone is gambling away all their money, and they want to keep them around for a while and squeeze every last cent out of them! That's what I criticize the casino for: why don't they comply with my request, like other casinos do, and close the account immediately?! I've had weak moments and signed up at online casinos before, but I always contacted live chat or support immediately, and within minutes or hours the account was closed. However, with Alf Casino, Rebona, Quickwin, and Mafia Casino, it's the same tactic: briefly close accounts, then top them up with free bonuses, and then reactivate them. I've been trying to close my Rebona account for days without success. It's the same platform and approach from all the casinos. I found a similar case in your forum from Alf Casino, and it's about the exact same thing. It's unbelievable how they treat other people's addiction. I'm not demanding the entire sum back; I'm only demanding the money that flowed into the casino after I requested closure on June 10, 2026. This could have been prevented if the casino had acted quickly. But they deliberately didn't, and I simply won't stand for it. I know gambling is stupid, but I can't control it. And if the live chat support would just look at their chat histories, they'll surely find something to help with the request to close the account. I also have all the deposit histories if you need them. Sorry for the late reply, but I'm currently suffering from severe depression again because of everything. Hopeful regards, Matthias K.

Hallo liebes Casino Gur Team

Ich habe Ihnen Die E-Mails weitergeleitet .

Ich habe nachdem ich meinen ganzen Lohn Anfang Juni verspielt hatte sofort reagiert und wollte das mein Konto geschlossen wird in der Mail vom 10.06.2026 weil ich gemerkt habe das ich wieder einen Rückfall habe und nicht mehr aufhören kann Einzuzahlen und zu spielen . Aber anstatt das man das Konto sofort schliesst wird ja ach so höflich nachgefragt ob man denn nicht Pause machen will weil das Casino ganz genau weiss da ist jemand der verspielt sein ganzes Geld den halten wir uns mal noch eine Weile warm und quetschen ihn so richtig aus bis auf den letzten Cent! Und das ist das was ich dem Casino ankreide warum geht man denn nicht auf die Forderung ein so wie es andere Casinos auch machen und schliesst sofort das Konto?! Ich hatte öfter mal schwache Momente und meldete mich bei online Casinos an hab denn aber auch sofort dem live Chat oder dem support Geschrieben und innerhalb weniger Minuten oder Stunden war der Account geschlossen aber bei Alf Casino, Rebona, Quickwin, Mafia Casino ist es ein und die selbe Masche Konten kurz schliessen denn wieder gratis Boni aufladen Konto wieder frei Ich versuche auch schon seit Tagen bei Rebona mein Konto zu schliessen ohne Erfolg Es ist ein und die selbe Plattform und Herangehensweise von den Casinos. Ich habe hier bei Ihnen einen ähnlichen Fall im Forum gefunden von Alf Casino da geht es genau um die selbe Sache einfach unglaublich wie man mit der Krankheit andere umgeht. Ich fordere ja nicht die ganze Summe zurück ich fordre lediglich das Geld was nach der bitte um Schliessung am 10.06.2026 noch in das Casino geflossen ist was hätte verhindert werden Können wenn das Casino innerhalb kürzester Zeit gehandelt hätte. was aber mit Absicht nicht getan wird und das lass ich mir einfach nicht gefallen. Ich weiss das es dumm ist zu spielen aber ich habe es nicht unter Kontrolle. und wenn der live Chat support mal seine Chatverläufe anschauen würde wird er bestimmt Fündig mit der bitte um Schliessung des Kontos. ich habe auch die ganzen Einzahlungsverläufe wenn Sie die benötigen. sorry für die späte Antwort aber zur Zeit hab ich wieder sehr schwere Depressionen wegen dem ganzen. Hoffnungsvolle Grüsse Matthias K.

Thank you for your emails and for providing me with additional information regarding your issue.

Did you respond to the email you received from the casino on 10 June, in which customer support asked you to confirm whether you wanted to close your account or take a break instead? If you did not respond to that email directly, could you please specify when you next informed the casino about your gambling-related problems and requested that your account be closed? Please forward me any subsequent communication regarding the account closure request at veronika.f@casino.guru.

Is your account still open, or has it been blocked by the casino in the meantime?

Hello, I replied to this email on June 10th, but unfortunately I can no longer find the email in my history.

That was the answer, and still no closure. They're doing everything they can to keep me playing. I'm at my wit's end. I've lost money again. I just can't do this. Why can't they simply close the account after the first request? I don't understand!

Hallo ich habe auf diese Mail am 10 Juni geantwortet leider finde ich die email nicht mehr in meinem Verlauf

das war die Antwort und wieder keine Schliessung es wird alles dafür getan das man weiter spielt ich hab keine Kraft mehr. Ich hab schon wieder Geld verloren. Ich schaff das leider nicht warum kann man nicht einfach das Konto schliessen bei der ersten Anfrage ich versteh das nicht !

Dear djklopfsensor3532

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear djklopfsensor3532,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Alf Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Alf Casino representative to join this conversation and participate in resolving this complaint.

Dear Alf Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Player,

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

AlfCasino Team

Dear Alf Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear All,

The matter is currently undergoing internal review as we await formal feedback from the relevant department.

We are working to provide you with an official response as soon as possible, and we appreciate your continued patience and understanding.

Best Regards,

AlfCasino Team

Dear Alf Casino,

As I mentioned in my previous message, thank you for informing us that you are reviewing this case.

If there is anything the player or I can assist you with, please let us know.

Also, please let us know if there are any updates regarding this complaint.

Dear Player,

Thank you for your patience while we conducted a thorough review of your inquiry.

We sincerely apologize for the inconvenience you experienced. Please be assured that, per your request, your account has now been officially closed.

Following a review of your case, we are prepared to offer you a refund of 3,000 EUR as part of the settlement.

Kindly confirm your acceptance of this offer so that we may process the refund for you.

In order to proceed with the refund of your funds, we kindly ask you to provide the following details:

Full Name (please provide all names, including middle name)

Email

Name of the owner of the bank account

IBAN

BICits germany

Bank name

Bank location (country)

Once we obtain this information, we will proceed with the payment process.

If you have any additional questions, please do not hesitate to contact us.

Kind regards,

AlfCasino Team

Dear Alf Casino,

I have received an email from the player concerning the amount of the refund. The player stated that the disputed amount might actually be higher.

Could you please forward me the player’s deposit history showing all their deposits starting from 10.06.2026? Thank you.

Dear Igor,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

AlfCasino Team

Dear Player,

Following a thorough review of your case, we are prepared to offer you a refund of €3,000 as a full settlement of this matter.

To proceed with processing this refund, please reply directly to this by confirming that you accept the €3,000 settlement offer.

Once we receive your confirmation, we will initiate the payment right away.

Thank you for your cooperation, and we look forward to hearing from you.

Kind regards,

AlfCasino Team

I accept the offer.

Ich nehme das Angebot an

Dear Player,

We are pleased to inform you that we successfully scheduled processing of your refund on 1 August.

Please note that, depending on the payment method used and your bank's processing times, it may take 3 to 5 business days from the processing date for the funds to reflect in your account.

Thank you for your patience throughout the process.

We consider the matter resolved.

Best regards,

AlfCasino Team

Dear djklopfsensor3532,

According to the casino, the refund was completed on their side. Please allow a few days for it to be fully processed, and let us know once the funds are credited to your bank account.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hello dear Casino Guru team and dear Alf Casino, I'm so happy everything is sorted out. My second casino account has also been closed. Thank you so much, I can finally pay all my bills. Best regards, Matthias

Hallo liebes Casino Guru Team liebes Alf Casino ich bin mega Glücklich es ist alles erledigt. Mein zweites Konto beim Casino wurde auch geschlossen. Vielen lieben Dank ich kann endlich alle Rechnungen bezahlen. Lg Matthias

Dear djklopfsensor3532,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P