Alf Casino - Pelaajan tili on suljettava.

Hello,

I would like to make a complaint regarding the activities of AlfCasino.

I have sent an email to AlfCasino customer support on February 7, 2022, requesting the permanent closure of my account due to gambling addiction and blocking access to the site and sister casinos. I am attaching a screenshot of this message.

Despite this, I was recently able to log in to AlfCasino with my bank details and play normally. As a result, I lost €2,000, even though my account should not have been open under any circumstances.

I have now contacted AlfCasino customer service and asked them to look into the matter and provide an explanation as to why the previous blocking request was not valid. I have also asked them to assess the refund as this is a clear breach of responsible gaming.

I ask you to look into the matter and help resolve it. I will let you know as soon as I receive a response from the casino.

Hei,

haluan tehdä valituksen koskien AlfCasinon toimintaa.

Olen lähettänyt sähköpostin AlfCasinon asiakastukeen 7.2.2022, jossa pyydän tilini pysyvää sulkemista peliriippuvuuden vuoksi sekä pääsyn estämistä sivustolle ja sisarkasinoihin. Liitän teille kuvakaappauksen tästä viestistä.

Tästä huolimatta pystyin äskettäin kirjautumaan AlfCasinolle pankkitunnuksilla ja pelaamaan normaalisti. Tämän seurauksena hävisin 2000 €, vaikka tilini ei olisi saanut olla avattavissa missään olosuhteissa.

Olen nyt ollut yhteydessä AlfCasinon asiakaspalveluun ja pyytänyt heitä käsittelemään asian sekä antamaan selvityksen siitä, miksi aiempi sulkupyyntö ei ollut voimassa. Olen myös pyytänyt heitä arvioimaan hyvitystä, koska kyseessä on selkeä vastuullisen pelaamisen laiminlyönti.

Pyydän teitä tutkimaan tapauksen ja auttamaan asian selvittämisessä. Ilmoitan teille heti, kun saan kasinolta vastauksen.

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Stay safe.

Dear gamblingproblem92,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you have encountered with AlfCasino, and I appreciate you reaching out to us for assistance.

In order to better understand your situation and assist you effectively, could you please provide us with some additional information? Here are a few questions that may help clarify the matter:

• Can you confirm whether you received any confirmation from AlfCasino regarding your email from February 7, 2022?
• Have you received any communication from AlfCasino regarding your recent play after the account closure request?
• Could you please provide the date on which you logged in and played after your account was supposed to be closed?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra