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Subject: Withdrawal Delayed – No Clear Timeline or Payment Confirmation

Casino: AlfCasino 

Amount: €800 (two withdrawals: €300 and €500) 

Method: Bank Transfer (SEPA / IBAN – Sparkasse, Germany)

Complaint:

I am submitting this complaint regarding a delayed withdrawal from AlfCasino.

I requested two withdrawals (€300 and €500) via bank transfer (SEPA) to my German bank account. As of today, it has been 5+ business days, and the funds have still not been received.

I have contacted customer support multiple times and only receive generic responses stating that the withdrawal is in the "final stages" and delayed due to "high volume." However, no exact processing date, transaction confirmation, or transfer reference has been provided.

This is my first withdrawal, and I have complied with all requirements. If any verification (KYC) is required, this has not been clearly communicated to me.

I am requesting:

1. Confirmation whether the funds have been sent 

2. The exact date of the bank transfer 

3. A transaction/reference ID as proof of payment 

4. Immediate processing of my withdrawal if it has not yet been completed 

The lack of transparency and repeated generic responses are concerning.

I kindly request that AlfCasino resolves this matter promptly and provides verifiable proof of payment.

Additional Notes:

If this issue is not resolved, I am prepared to escalate further.

Regards, 

Dennis

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Dear Padaplin123,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Padaplin123,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Padaplin123,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla