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Subject: No response to self-exclusion request – Alf Casino

Description: I am requesting assistance in recovering my deposits from Alf Casino. In January 2026, I sent the casino my first explicit request to close my self-exclusion account due to issues controlling my gaming.

The casino completely ignored my request, did not respond to messages, and did not block my account. Since then, I have sent several reminders, and on March 23, 2026, I wrote to request self-exclusion. Due to the lack of response from technical support, my account remained active, allowing me to make further deposits totaling approximately over 3,000 PLN. Unfortunately, the casino completely ignored all my requests for several months. During this time, they continued to accept numerous deposits from me, which worsened my financial and emotional problems.

Only after I sent a final warning, clearly stating that I would take the matter to the licensing authority, AskGamblers, and CasinoGuru, did the casino immediately close my account. They informed me that they were currently "investigating" the situation.

Because the operator violated the gaming policy and ignored my self-exclusion request, I demand a refund of all funds withdrawn since the initial email was sent in January. I have proof of emails requesting account closure and bank transfers. I will also provide bank transfers if necessary, but I also want them to verify this. Here, I will attach evidence showing clear messages requesting account closure and self-exclusion.

Temat: Brak odpowiedzi na prośbę o samowykluczenie – Alf Casino

Opis: Proszę o pomoc w odzyskaniu depozytów z Alf Casino. W styczniu 2026 roku wysłałem do kasyna moją pierwszą wyraźną prośbę o zamknięcie konta samowykluczenia z powodu problemów z kontrolowaniem mojej gry.

Kasyno całkowicie zignorowało moją prośbę, nie odpowiedziało na wiadomości i nie zablokowało konta. Od tego czasu wysłałem jeszcze kilka przypomnień, 23 marca 2026 roku napisałem z prośbą o samowykluczenie. Z powodu braku odpowiedzi ze strony wsparcia technicznego moje konto pozostało aktywne, co pozwoliło mi na dokonywanie kolejnych wpłat na łączną kwotę około ponad 3000 zł. Niestety kasyno przez kilka miesięcy całkowicie ignorowało wszystkie moje prośby. W tym czasie nadal przyjmowali ode mnie liczne depozyty, co pogorszyło moje problemy finansowe i emocjonalne.

Dopiero gdy wysłałem ostatnie ostrzeżenie, wyraźnie stwierdzając, że zabiorę sprawę do organu licencyjnego, AskGamblers i CasinoGuru, kasyno natychmiast zamknęło moje konto. Poinformowali mnie, że obecnie "badają" sytuację.

Ponieważ operator złamał zasada odsłuchu gry i zignorował prośbę o samowykluczenie, żudam zwrotu wszystkich środków wypłaconych od czasu wysłania pierwskiego e-maila w styczniu. Mam dowody w postaci e-maili z prośbami o zamknięcie konta gracza i przelewy, w razie potrzeby dostarczę również przelewy, ale chcę też, żeby do zweryfikowali. Kasyno Alf tutaj dołączę dowody pokazujące jasne wiadomości z prośbami o zamknięciu konta i samowykluczenie.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Lukas1231,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling section, and I found this:

Self-exclusion from the game

Self-exclusion offers Clients a valuable opportunity to take a break from gambling, reduce the risk of harmful behavior, and access support resources, promoting responsible gaming and well-being.

Should you wish to self-exclude, please contact our customer support. Any such request will take effect immediately and you will be able to use services again only after the expiration of the set period.

Self-exclusion shall be set for a period of minimum 1 year without possibility to cancel it until the expiration of the set period. You can also request a permanent closure, then we shall honor this request in all circumstances and reopening will not be permitted.

Could you please forward all account closure requests you sent to the casino to my email at jean.s@casino.guru, along with the casino's replies?

Did you get any confirmation or a ticket number after sending any of your account closure requests?

Thank you very much for your cooperation.

Best regards,

Jean

Good morning Jean,

In response to your questions, here is a detailed summary of my attempts to close my account and the status of the casino's response:

January 10, 2026: Account closure request submitted. No response, no confirmation, no request (ticket) number.

January 14, 2026: Request to close account again. No response, no confirmation, no ticket number.

January 19, 2026: Another request to close the account. No response, no confirmation, no ticket number.

March 23, 2026: Explicit request to self-exclude due to problem gambling. Casino completely ignored this message - no response or automatic confirmation.

The casino didn't respond to my messages in any way, nor did it send automated confirmations or ticket numbers. My account remained active throughout this entire time, allowing me to continue playing despite explicit requests to have it blocked.

As attachments to this message, I'm sending full screenshots and .eml files (or PDFs) of all emails I sent on March 10, 14, 19, and 23 as proof. In response to my requests sent three times in January, Alf Casino completely ignored my issue until I wrote to alfcasino on May 24, 2026, requesting that I report the matter to the licensing authority and appropriate mediation. Only then did they block the account. I'll also send confirmation of their response.

Yours sincerely, Łukasz ****

I sent messages, files and screenshots to the email address provided

Dzień dobry Jean,

W odpowiedzi na Twoje pytania, oto szczegółowe podsumowanie moich prób zamknięcia konta oraz status odpowiedzi z kasyna:

10 stycznia 2026: Wysłano wniosek o zamknięcie konta. Brak odpowiedzi, brak potwierdzenia, brak numeru wniosku (biletu).

14 stycznia 2026: Prośba o ponowne zamknięcie konta. Brak odpowiedzi, brak potwierdzenia, brak numeru biletu.

19 stycznia 2026: Kolejny wniosek o zamknięcie konta. Brak odpowiedzi, brak potwierdzenia, brak numeru biletu.

23 marca 2026 r.: Wyraźna prośba o samowykluczenie z powodu problematycznego hazardu. Kasyno całkowicie zignorowało tę wiadomość - brak odpowiedzi lub automatycznego potwierdzenia.

Kasyno w żaden sposób nie odpowiadało na moje wiadomości, nie wysyłało automatycznych potwierdzeń ani numerów biletów. Moje konto pozostawało aktywne przez cały ten czas, co pozwoliło mi kontynuować grę pomimo wyraźnych próśb o jego zablokowanie.

Jako załącznik do tej wiadomości wysyłam pełne zrzuty ekranu i pliki.eml (lub PDF) wszystkich e-maili, które wysłałam z datami 10, 14, 19 i 23 marca jako dowód. W odpowiedzi na moje prośby wysłane trzy razy w styczniu, kasyno Alf całkowicie zignorowało mój problem dopiero, gdy 24 maja 2026 roku napisałem do alfcasino, że zgłoszę sprawę do urzędu, który wydał licencję i odpowiednią mediację, i dopiero wtedy zablokowali konto, które również prześlę potwierdzenie ich odpowiedzi.

Z poważaniem Łukasz Włodarski

 Wysłałem wiadomości, pliki i zrzuty ekranu na wskazany adres e-mail

Dear Casino Guru Team, As my mediator Jean is currently out of the office, I wanted to provide an urgent update and share key information regarding my case against Alf Casino. I have just submitted my final, formal pre-litigation complaint directly to Alf Casino Management and their Licensing Department. The casino has ignored my explicit requests to self-exclude due to problem gambling since January 10, 2026. They have allowed me to deposit and lose funds continuously until May 2026, which is a direct violation of their Antillephone NV license. I have all the time stamps and copies of emails sent to their support team since January ready for review. If the casino does not respond within 3 business days, I will also fully initiate a chargeback with my bank. Please let me know if another mediator can urgently review this due to the seriousness of the responsible gambling violation. Sincerely, Lukas1231

Drogi Zespół Guru Kasyna, Ponieważ mój mediator Jean jest obecnie poza biurem, chciałem przedstawić pilną aktualizację i przekazać kluczowe informacje dotyczące mojej sprawy przeciwko Alf Casino. Właśnie wysłałem ostateczną, oficjalną skargę przedsądową bezpośrednio do Alf Casino Management i ich Działu Licencjonowania. Kasyno zignorowało moje wyraźne prośby o samowykluczenie z powodu problemów z hazardem od 10 stycznia 2026 r. Pozwolili mi wpłacać i tracić środki nieprzerwanie do maja 2026 r., co stanowi bezpośrednie naruszenie ich licencji Antillephone NV. Mam wszystkie znaczniki czasu i kopie e-maili wysyłanych do ich zespołu wsparcia od stycznia, gotowe do sprawdzenia. Jeśli kasyno nie odpowie w ciągu 3 dni roboczych, również w pełni zainicjuję procedurę chargeback z moim bankiem. Proszę dać mi znać, czy inny mediator może pilnie się temu przyjrzeć ze względu na powagę naruszenia odpowiedzialnego hazardu. Z poważaniem, Lukas1231 ja

Hello Lukas1231,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Lukas1231

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, Martin, (martin.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,

Jean

Dear Martin,

Thank you for taking over my case. I would like to provide you with some key information that is crucial to this complaint.

The reason I requested to close my account three times in January and requested to self-exclude again in March was because of my severe gambling addiction and rapidly mounting debts.

The casino completely ignored my requests and allowed me to continue depositing money, completely neglecting its obligations regarding responsible gaming. I want to recover all deposits made since my initial request in January, as the casino had a legal and moral obligation to protect me and immediately block my account.

Drogi Martinie,

Dziękuję, że przejęłaś moją sprawę. Chciałbym przekazać kluczowe informacje, które mają zasadnicze znaczenie dla tej skargi.

Powodem, dla którego poprosiłem o trzykrotne zamknięcie konta w styczniu i poprosiłem o ponowne samowykluczenie w marcu, było moje poważne uzależnienie od hazardu i szybko rosnące długi.

Kasyno całkowicie zignorowało moje prośby i pozwoliło mi na dalsze wpłacanie pieniędzy, całkowicie zaniedbując swoje zobowiązania w zakresie odpowiedzialnej gry. Chcę odzyskać wszystkie wpłaty dokonane od czasu mojej pierwszej prośby w styczniu, ponieważ kasyno miało prawny i moralny obowiązek chronić mnie i natychmiast zablokować moje konto.

Dear Martin, I want to be completely honest. After my requests to close my account in January were ignored, I fell into a cycle of desperation due to being trapped and mounting debt. I tried to recoup my losses, so time begged and pleaded with the staff to make a decision. Instead of protecting me and issuing a mandatory ban—which they should have done after my three emails in January—the casino fueled my addiction by handing out bonuses and sending marketing emails, allowing me to lose even more money.

Drogi Martinie, chcę być całkowicie szczery. Po tym, jak moje prośby o zamknięcie konta w styczniu zostały zignorowane, wpadłem w pętlę desperacji z powodu uziężnienia i rosnącego zadłużenia. Próbowałem odzyskać straty, więc czas prosił prosił personel o premierach. Zamiast mnie chronić i wydać obwiązkowy zakaz - co powinni byli zrobić po moich 3 e-mailach w styczniu - kasyno podsyciło moje uzależnienie, rozdając te bonusy i wysyłając e-maile marketingowe, co zwolić mi stracić jeszcze wiecej pieniędzy

Hello Lukas1231,

Thank you for your updates and for providing the relevant communication. I am Martin and I will be taking care of your complaint form now on.

After reviewing the information available so far, it appears that the January messages were account closure requests, but did not clearly mention gambling addiction, loss of control, or self-exclusion. Therefore, we will need to treat those messages separately from the later communication, such as the message from March 23, 2026.

I would now like to invite the Alf Casino representative to join the discussion and provide their view of the situation.

Dear Casino representative,

Could you please review this case and explain the situation from your side?

In particular, could you offer your thoughts on the player’s message from March 23, 2026, in which self-exclusion was referenced? If this message was received, please let us know why the player’s account remained active afterwards and why he was still able to deposit. Could you also provide the player’s complete deposit history ?

Thank you in advance for your cooperation. If there is any relevant evidence or internal communication you would like to share with us, please send it to martin.l@casino.guru.

Hello Martin,

Thank you for taking up my case and inviting the casino to the discussion. I'd like to comment on your analysis of the January news.

I understand that my messages on January 10, 14, and 19 were for standard account closure, not self-exclusion due to addiction. However, I would like to draw your attention to the fact that my request was sent three times in just nine days.

According to Alf Casino regulations and industry standards, the casino should have closed my account without undue delay after the first report. By ignoring my requests three times, the casino prevented me from managing my account and player profile. Had the casino responded correctly on January 10th or 14th, the funds I deposited later would never have reached their account. I believe the casino demonstrated poor management and a gross lack of customer service procedures, which resulted in a financial loss for me.

Additionally, I request a full review of my deposits and activity on March 23, 2026, when I clearly disclosed my gambling issues. From that point on, the casino was under an absolute obligation to immediately block my deposits.

I would appreciate it if you could check out Alf Casino's argument for ignoring my January account closure messages.

Kind regards,

Lukas1231

Witaj Martinie,

Dziękuję za podjęcie mojej sprawy i zaproszenie kasyna do dyskusji. Chciałbym skomentować pańską analizę wiadomości ze stycznia.

Rozumiem, że moje wiadomości z 10, 14 i 19 stycznia dotyczyły standardowego zamknięcia konta, a nie samowykluczenia z powodu uzależnienia. Chciałbym jednak zwrócić państwa uwagę na fakt, że moja prośba została wysłana trzy razy w ciągu zaledwie 9 dni.

Zgodnie z przepisami i standardami branżowymi Alf Casino, kasyno powinno zamknąć moje konto bez zbędnej zwłoki po pierwszym raporcie. Trzykrotnie ignorując moje prośby, kasyno uniemożliwiło mi zarządzanie własnym kontem i profilem gracza. Gdyby kasyno odpowiedziało poprawnie 10 lub 14 stycznia, środki, które zdeponowałem później, nigdy nie dotarłyby na ich konto. Uważam, że kasyno wykazało złe zarządzanie i rażące zaniedbanie w procedurach obsługi klienta, co spowodowało dla mnie stratę finansową.

Dodatkowo proszę o absolutną weryfikację moich depozytów i aktywności 23 marca 2026 roku, kiedy to jasno przekazałem kwestię problemów z hazardem. Od tego momentu kasyno miało bezwzględny obowiązek natychmiastowego zablokowania moich depozytów.

Byłbym wdzięczny, gdybyś mógł sprawdzić, jak Alf Casino argumentuje za ignorowaniem moich styczniowych wiadomości o zamknięciu konta.

Z poważaniem,

Lukas1231

Martin, I'm sending you crucial evidence of how Alf Casino has handled my account closure requests since January. On March 19, 2026—just four days before my last self-exclusion email on March 23—instead of blocking my account, the casino sent me a personal account manager (Paulina).

Martin, wysyłam kluczowy dowód na to, jak Alf Casino traktowało moje prośby o zamknięcie konta od stycznia. 19 marca 2026 r. - zaledwie 4 dni przed moim ostatnim e-mailem dotyczącym samowykluczenia z 23 marca - zamiast blokować moje konto, kasyno wysłało mi osobistego menedżera konta (Paulina).

Dear All,

Thank you for bringing this matter to our attention.

We are writing to let you know that 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. Thank you for your continued patience in the meantime.

Best regards,

Alf Casino Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Dear Lukas1231,

To help us assist you as quickly and accurately as possible, we kindly request that you forward the original account closure requests you sent to us.

Please forward these emails directly here : complaints@alfcasino.com

When forwarding the messages, please ensure that the original timestamps, dates, and email addresses are clearly visible, as this will significantly speed up our review process.

Once we receive this information, our team will investigate the matter thoroughly and get back to you with an update.

Thank you for your cooperation and patience.

Best regards,

Alf Casino Team

Good morning Alf casino I have already sent the evidence for closing the account. Best regards lukas1231

Dzień dobry Alf casino już przesłałem dowody o zamknięcie konta z poważaniem lukas1231

Dear parties,

thank you both for keeping us in the loop.

Dear casino representative,

please let us know when you evaluate the evidence provided.

Dear all,

Thank you for the reply.

We are writing to let you know that 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. Thank you for your continued patience in the meantime.

Best regards,

Alf Casino Team

Good morning, Alpha Casino

Referring to your last message, I would like to ask what stage the investigation into my case is currently at.

I've complied with all the terms and conditions and submitted all the required documents. Your delay is becoming increasingly lengthy, which worries me.

Please be specific as to what additional information you require to immediately close this case and finalize the process as I have provided the necessary documents to expedite the process. Best regards, lukas1231

dzień dobry alf kasyno

Nawiązując do pańskiej ostatniej wiadomości, chciałbym zapytać, na jakim etapie jest obecnie śledztwo w mojej sprawie.

Spełniłem wszystkie warunki regulaminu i dostarczyłem wszystkie wymagane dokumenty. Opóźnienie z twojej strony zaczyna się znacznie wydłużać, co mnie martwi.

Proszę podać konkretne informacje, jakich dodatkowych danych potrzebujesz, aby natychmiast zamknąć tę sprawę i sfinalizować proces, ponieważ dostarczyłem niezbędne dokumenty, aby przyspieszyć proces Pozdrawiam lukas1231

Dear Casino Guru/Dear Mediator,

I would like to inform you that the case that Alf Casino is supposedly "investigating" at the moment has already been thoroughly verified by them.

I had already sent all the required documents and explanations directly to their email address. The relevant casino department then verified this information and completed the verification process without success, so I reported the matter to Casino Guru and assisted them. The casino's current explanation for "investigating" is simply and deliberately delaying the process and avoiding resolving the issue.

The casino already has a complete set of documents regarding the same matter from my previous email correspondence. Please help me put pressure on the casino to stop repeating the same procedures and immediately finalize my case.

Sincerely, lukas1231

Drogi Guru Kasyna/Drogi Mediatorze,

Informuję, że sprawa, którą Alf Casino rzekomo "śledzi" w tej chwili, została już przez nich gruntownie zweryfikowana.

Wszystkie wymagane dokumenty i wyjaśnienia wysłałem już bezpośrednio na ich adres e-mail. Następnie odpowiedni dział kasyna sprawdził te informacje i zamknął weryfikację bezskutecznie, więc zgłosiłem sprawę do Casino guru i pomogłem w tej sprawie. Obecne wyjaśnienie kasyna "prowadzenia śledztwa" polega po prostu i celowo na opóźnianiu procesu i unikaniu rozwiązania problemu.

Kasyno posiada już komplet dokumentów dotyczących tej samej sprawy z mojej poprzedniej korespondencji mailowej. Proszę, pomóż mi wywrzeć presję na kasyno, aby przestało powtarzać te same procedury i natychmiast sfinalizowało moją sprawę.

Z poważaniem, lukas1231

Dear All,

We have thoroughly reinvestigated the player's claim to ensure no details were overlooked during our initial review.

Regarding the player's claims of requesting account closure in January, these were all made via Live Chat. During these chats, the player repeatedly presented conditional demands, asking for "either account closure or a bonus." Please note that per Section 3.7 of our Terms & Conditions, all account closure requests must be submitted via email to support@alfcasino.com. Furthermore, the player never mentioned any responsible gambling concerns during these interactions.

The only formal email request regarding closure was received on 20/03/2026. After being contacted by our VIP department, the player requested closure using phrases such as "Please close the player's account" and "I am asking for the player's account to be closed or for a loyalty bonus of PLN 300 without a deposit to be granted...". We replied on the same day, requesting a confirmation and the reason for the closure. The player never responded to confirm.

Following a careful assessment, we can confirm that all responsible gambling measures were strictly and successfully followed.

In addition, We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

T&C 3.7: 

Closure of your account: You may request the closure of your account at any time by sending an email to customer support at support@alfcasino.com

T&C 6.6.2: 

No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, according to the aforementioned article, there is no refund available for the account.

We will share the relevant conversation logs privately with Martin to provide full context and support our decision.

We trust this clarifies our position.

Kind regards,

AlfCasino Team

Dear casino representative,

thank you for your response and outlining your position.

Dear Lukas1231,

After reviewing all the information and evidence provided by both parties, we have reached our final decision in this case.

We understand that you are unhappy with how the account closure requests were handled. However, based on the evidence provided by the casino, we cannot conclude that the casino failed to act on a valid responsible gambling or self-exclusion request.

The January communication shows that your requests were presented as a choice for the casino: either to close your account or provide you with a bonus. At that time, there was no mention of gambling addiction, loss of control, or any other responsible gambling concern.

Regarding one of the later closure requests, the evidence shows that the casino asked you to confirm the reason for the closure, but this confirmation was not provided. Without a clear statement about gambling problems or a confirmed account closure request, we cannot hold the casino responsible for the deposits made afterwards.

For these reasons, we are unable to support your request for a refund. The complaint will now have to be rejected.

I am sorry we could not bring you a more favorable outcome, but based on the available evidence, we consider the casino’s position justified in this case.

Best regards,

Martin