Alf Casino - Pelaajan tili on suljettu.

Hi, I won some slots and after a few days my casino account was blocked and I can no longer access it to withdraw my funds.

Salve ho fatto delle vincite alle slot e dopo qualche giorno mi è stato bloccato il conto del casinò e non ci posso più accedere per prelevare i miei fondi.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Alf Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Is your player's account verified?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino when you tried to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Good morning, I opened my account in January and it was blocked in the first week of February. I can't tell you the exact date, but it was about a month ago. I was never asked to verify it, and my winnings are mostly from real money. I'm attaching the contact details I've made with the casino.

Buongiorno, ho aperto il conto nel mese di gennaio e mi è stato bloccato nella prima settimana di febbraio non so dirle una data esatta ma circa un mese, la verifica non mi è stata mai richiesta e le mie vincite derivano per lo più da saldo reale. Allego i tentativi di comunicazione con il casino.

Dear Sasaplay97,

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, Martina (martina.b@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,

Tomas

Dear Sasaplay97,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Alf Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Sasaplay97,

Thank you for reaching out to us.

Could you please clarify the issue that you are facing?

We can see that your account is open. You should be able to log in your account with your details and you may place a withdrawal request of your balance.

In case there is an error message we would kindly ask you to upload a screenshot of the error message in order for us to further investigate your case.

Kind regards,

Alfcasino Team

I'm attaching a screenshot. I've already reported to your support team via email over two months ago that it's impossible to access my account.

Allego screenshot, ho riferito già per email contattando il vostro supporto da ormai oltre due mesi che non è possibile accedere al conto.

Dear Alf Casino,

Could you kindly review the attached screenshot and provide us with your insights on the matter?

Thank you very much for your assistance in advance.

Dear Sasaplay97,

Thank you for the reply and provided screenshot.

Please be informed that we forwarded your case for further investigation and will contact you as soon as possible with further information.

We thank you for your understanding.

Kind regards,

Alfcasino Team

Dear Sasaplay97,

I assume the disputed amount was taken from the screenshot in your initial message in this thread. Could you please review it and confirm the correct amount so I can update it accordingly?

Thank you very much in advance.

I attach a screenshot relating to the 500 euros.

Allego screenshot riferito ai 500 euro.

Dear Sasaplay97,

Thank you for your patience.

We would kindly like to ask you to check your emails where we informed you which documents are needed in order to complete the verification of your account.

Please send us all requested documents as attachment to the email.

Thank you for your understanding.

Kind regards,

AlfCasino Team

Good morning, I have sent all the requested documents to the casino.

Buongiorno, ho provveduto ad inviare tutti i documenti richiesti in al casino.

Dear Alf Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the Sasaplay97´s verification process.

Please let us know at your earliest convenience.

Dear Sasaplay97,

Thank you for your patience.

We are happy to inform you that your account has been successfully verified and your withdrawal request has been complete on the 12.05.

We thank you for your cooperation.

Kind regards,

AlfCasino Team

Dear Sasaplay97

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

The withdrawal was credited today

Il prelievo è stato accreditato oggi

Dear Sasaplay97,

that´s wonderful! I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We 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.

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.