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I've tried to self-exclude from there several times, the first time on January 24, 2026, due to gambling addiction, which I also informed the casino of. It sometimes takes days for a self-exclusion to be carried out; the live chat can't be blocked for that long. However, after being excluded, if you ask the live chat about reopening your account, it's reactivated within two minutes. I've gambled away thousands there and also gotten into debt because there's no real player protection. I wrote to the casino explaining that I've lost control and don't gamble with my own money. It took two to three days for my account to be closed, and it can be reactivated within two minutes. If I haven't been playing, this casino calls me and credits me with a €150 bonus to encourage me to keep playing.

Ich habe mich dort schon mehrfach versucht zu sperren, dass erste mal am 24.01.2026 aufgrund von spielsucht, wie ich den Casino auch mitgeteilt habe. Bis eine Sperrung durchgeführt wird dauert es Teilweise Tage der live Chat ist nicht in der lange zu sperren, aber nachdem man gesperrt ist und man den live Chat nach Wiedereröffnung des Kontos fragt, ist der Account innerhalb von 2 Minuten wieder freigegeben. Ich habe dort tausende verspielt und mich auch verschuldet, weil dort kein richtiger Spielerschutz stattfindet. Ich habe den Casino geschrieben, das ich einen kontrollverlust habe und nicht mit meinen eigenen Geld spiele, es dauerte 2 bis 3 Tage bis mein konto geschlossen wurde und innerhalb von 2 min kann man es wieder aktivieren. Wenn ich nicht gespielt habe ruft, dieses Casino mich an und schreibt mir 150€ Bonus gut, damit ich weiterspiele.

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Dear BetGG,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I sent a large part of it by email and also asked Alfcasino support if a permanent ban was possible, writing to them that they should close my account permanently. I even had myself banned for 8 weeks, but they reactivated my account a day later after I inquired.

Habe einen großen Teil per Mail geschickt, habe den Support von Alfcasino auch gefragt ob eine Permanente Sperrung möglich wäre, habe denen geschrieben das die mein Account dauerhaft schließen sollen. Habe mich sogar für 8 Wochen sperren lassen, ein Tag später haben die mein Konto auf Nachfrage wieder freigegeben.

Thank you for your emails.

However, in order to clearly determine the timeline of events, I need you to forward the original self-exclusion requests, together with the casino’s responses, not only screenshots from various dates.

We need to see a complete email thread showing that the casino received your requests, replied to them, and that despite your confirmation to close your account, the account was not closed and you were not adequately protected.

Please send the requested communication as soon as possible so that we can continue with the investigation.

I sent all the email exchanges, in the end I only asked for closure/blocking and didn't even receive a reply from the casino.

After I confirmed the closure, there was no further response, the account was closed, and after 2 minutes of inquiry in the live chat, the account was reactivated.

As you can see from the emails, I explained that I'm a gambling addict and have lost control. I requested permanent closure of my account and explained my problem of repeatedly opening it, but nothing happened. I only received frequent calls from VIP managers who credited me with bonus offers and wanted me to continue depositing.

Habe die ganzen E-Mail Verläufe geschickt, am Ende habe ich nur noch nach Schließung/Sperrung gefragt und nicht mal mehr Antwort von Casino erhalten.

Nachdem ich die Schließung bestätigt habe, kam keine Antwort mehr, der Account war geschlossen und nach 2 min nach Nachfrage im live Chat wurde der Account wieder freigegeben.

Und wie Sie den E-Mails entnehmen können, ich habe mitgeteilt das ich spielsüchtig bin einen Kontrollverlust habe ich habe nach endgültiger Schließung gefragt ich habe mein Problem mitgeteilt das ich den Account immer wieder eröffne und nichts ist passiert. Ich wurde nur oft von VIP Manager angerufen die mir Bonus angebote gutgeschrieben haben und wollten das ich weiter einzahle.

Dear BetGG

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, Matej (matej.l@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

Hello BetGG, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Alf Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear BetGG,

Thank you for bringing this matter to our attention.

Please rest assured that your account has now been officially and permanently closed as requested. Communication programs associated with your account are now also closed.

We are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution. We will notify you as soon as we have further updates or a final outcome.

Thank you for your continued patience in the meantime.

Kind regards,

Alf Casino Team

Thank you for the account closure confirmation, dear Alf Casino. Please, let us know as soon as the investigation has been finished, and to speed up the resolution process, you can e-mail me (matej.l@casino.guru) player's cashier histroy showing deposits and withdrawals between 07/03/2026 - 03/06/2026. Thank you for your cooperation!

Dear Matej,

We have sent you an email with the players cashiers history.

Please check and let us know if you need anything else.

Dear BetGG,

We have thoroughly reviewed your case with the relevant department. We are pleased to inform you that we want to offer you a refund in the amount of 4,829 EUR.

To proceed with this transaction, please reply directly to the separate email we have just sent you, which requests your necessary bank details. For security purposes, please ensure you provide the information through that specific thread so our finance team can process your payment safely and efficiently.

Thank you for your patience and cooperation throughout this process.

Kind regards,

Alf Casino Team

Hello,

I replied to your email and gave you my bank details.

Hallo,

ich habe Ihnen auf die E-Mail geantwortet und Ihnen meine Bankdaten mitgeteilt.

Thank you both for the update. I have amended the disputed amount for this complaint to the agreed sum above. Dear Alf Casino, please let us know once the refund has been processed on your end. Cheers.

Dear BetGG,

We hope you are well.

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the refund. 

Once the refund has been successfully processed, we will notify you immediately.

Kind regards,

Alf Casino Team

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

Dear BetGG,

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,

Matej

We’ve reopened this complaint at the request of BetGG. We have been informed that right after the closure of this complaint, the casino has reopened player's account and even had the VIP manager to contact him via phone, enticing for further play.

Dear Alf Casino, can you please explain this practice, close the account and stop all marketing communication towards the player?

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Alf Casino

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The account has been blocked again.

Der Account wurde wieder gesperrt.

Dear BetGG, blocking the account is fully within the right of the caisno, as stated in their T&C. As long as they return the agreed amount, their obligation will be fulfilled.

Dear Casino Guru,

Player has been refunded.

Kind Regards,

Alf Casino Team

Thank you very much for the upate, dear Alf Casino, and for the cooperation in resolving this complaint.

Dear BetGG, can you please confirm once you receive the money, and let me know whether you consider this complaint resolved to your satisfaction?

Dear BetGG,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I received a refund and my account was closed again. Thank you.

Rückerstattung habe ich erhalten und mein Konto wurde wieder geschlossen. Danke

Dear BetGG,

I am very happy to hear that your issue has been resolved, and would like to thank Alf Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru