Alf Casino - El jugador cree que el reintegro se ha retrasado.

Hello.

I won €114,500 at alfcasino and now there are increasing instances of withdrawals being cancelled with the most outlandish reasons.

First I was told that I was a VIP and that payouts would be faster than normal.

Now, the problem is that there are cancellations due to system errors, or my bank doesn't accept the payments, etc.

All of this is apparently being done to avoid paying out the money.

I desperately need your help!!!

Hallo.

ich habe bei alfcasino 114.500€ gewonnen und es kommt nun vermehrt zu Abbrüchen der Auszahlungen mit den ausgefallensten Begründungen.

Zuerst wurde mir gesagt, dass ich VIP bin und die Auszahlungen schneller gehen als normal.

Nun ist es so, dass es Abbrüche wegen Systemfehlern gibt, oder meine Bank die Zahlungen nicht akzeptiert usw.

Das alles wird anscheinend gemacht, um das Geld nicht auszahlen zu müssen.

Ich brauche unbedingt Hilfe von Euch!!!

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 crazythings1,

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

Hello,

Today I was informed that I need to verify an old, no longer valid credit card.

It's pure harassment what they're doing to delay payouts and thus lower my VIP level.

Hallo,

Heute wurde mir mitgeteilt, dass ich eine alte, nicht mehr vorhandene, Kreditkarte verifizieren soll.

Es ist wirklich reine Schikane, was die da machen, um die Auszahlungen zu verzögern und damit mein VIP Level sinkt.

Dear crazythings1,

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.

Good morning,

Unfortunately, nothing has changed!

Alfcasino has now informed me that I can process old credit card transactions.

should submit.

I did that too.

But nothing happens again.

Can you please help?

Best regards

Marius

Guten MOrgen,

leider hat sich noch nichts geändert!

Alfcasino hat mir jetzt mitgeteilt, dass ich alte Transaktionen von der Kreditkarte

einreichen soll.

Das habe ich auch getan.

Aber es passiert wieder nichts.

könnt ihr bitte helfen?

Besten Gruß

Marius

Dear crazythings1, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Good morning Karla,

Yes, before this big win I had several smaller wins and paid them out.

Could you please confirm that you have passed the KYC verification?

I've already submitted everything, but the credit card hasn't been accepted yet. It's taking forever.

Did you collect your winnings with or without an active bonus?

No bonus!!

Did you play casino games or bet on sports?

Casino games

Could you please share your communication with the casino regarding the delayed payout?

Guten Morgen Karla,

ja, vor diesem großen Gewinn habe ich schon mehrmals kleinere Gewinne gehabt und auch ausgezahlt.

Könnten Sie bitte bestätigen, dass Sie die KYC-Überprüfung bestanden haben?

Ich habe bereits alles eingereicht, aber die Kreditkarte wurde noch nicht akzeptiert. Es dauert einfach ewig.

Haben Sie Ihre Gewinne mit oder ohne aktiven Bonus gesammelt?

Ohne Bonus!!

Hast du Casinospiele gespielt oder auf Sport gewettet?

Casinospiele

Könnten Sie bitte Ihre Kommunikation mit dem Casino bezüglich der verzögerten Auszahlung teilen?

Dear crazythings1,

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,

Karla Mayfly

Dear crazythings1,

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 all,

Thank you for contacting us.

We  kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Alf Casino

Dear all,

Thank you for contacting us.

We would like to inform you that the relevant department inform us that you need to provide the following Documents :

card 420361******2635 both sides photo copy

Kind regards,

Alf Casino

Thank you, Alf Casino, for the update!

Dear crazythings1,

I would kindly ask you to submit the required documents to the casino and please let me know once this has been done.

Thank you very much in advance.

This card, number 420361******2635, no longer exists, and I have already written this at least 5 times.

Alf Casino also responded to that!!!

See here...

And I have already made several deposits and withdrawals with my new card.

Best regards

Crazythings1

Diese Karte Karte 420361******2635 gibt es nicht mehr und das habe ich auch schon bestimmt 5 Mal geschrieben.

Alf Casino hat auch darauf geantwortet!!!

Siehe hier...

Und ich habe auch schon mehrmals mit meiner neuen Karte eingezahlt und auch abgehoben.

Beste Grüße

Crazythings1

Dear crazythings1,

Thank you.

The screenshot in your first message is not readable. Could you please resend it in better quality?

Also, do I understand correctly that you have already submitted the bank statements for the old card, and only the physical card itself is no longer in your possession?

Thank you very much in advance.

Yes, exactly, the physical card is no longer available. There's been a new one for a long time now, which I've used to make deposits and withdrawals.

ja genau, die physische Karte gibt es nicht mehr. Dafür gibt es schon lange eine Neue, mit der ich auch schön ein und ausgezahlt habe.

Chat history from June 12, 2026

Endriya

Thank you for your patience. I'm reviewing your question and will be back soon. View original

We sincerely apologize for any inconvenience caused by your request. To investigate the matter further, we kindly ask you to send an email to support@AlfCasino.com to send. As soon as we receive your message, our team will do their best to help you with all your concerns and questions – because you are a valued customer!

Thank you for your understanding and patience! Show original

I have already sent several emails.

Nothing happens

Endriya

Could you please tell me when you last wrote an email? View original

I have written an email every day since May 27th.

Endriya

Thank you for the confirmation. Please bear with me while I document everything – your concerns and feedback – in writing. Show original

Please remain in the chat; it will take a moment while I carefully note your details and file a complaint against VIP. Show original

Thank you for your patience. I have taken all necessary steps on my end; after consulting with the relevant department, I have given special emphasis to your request. Show original

On behalf of our company, I apologize for the delay. Please be assured that our department is already working on processing your request.

I would like to apologize on behalf of the entire team, as I fully understand your situation; therefore, I will address your request with the highest priority.

I am grateful for your understanding and kindness. Show original

I have done everything on my part. Show original

Is there anything else I can help you with? Show original

Enter your message here...

Chatverlauf vom 12.06.26

Endriya

Vielen Dank für Ihre Geduld. Ich überprüfe Ihre Frage und werde bald zurück sein.Original anzeigen

Wir bitten vielmals um Entschuldigung für die Unannehmlichkeiten im Zusammenhang mit Ihrem Anliegen. Um den Sachverhalt genauer prüfen zu können, möchten wir Sie bitten, eine E-Mail an support@AlfCasino.com zu senden. Sobald Ihre Nachricht bei uns eingeht, wird unser Team sein Bestes tun, um Ihnen bei all Ihren Anliegen und Fragen weiterzuhelfen – denn Sie sind ein geschätzter Kunde!

Vielen Dank für Ihr Verständnis und Ihre Geduld!Original anzeigen

ich habe schon etliche emails geschickt

es passeirt nichts

Endriya

Könnten Sie mir bitte sagen, wann Sie die letzte E-Mail geschrieben haben?Original anzeigen

ich habe jeden Tag, seit dem 27.05. eine E-Mail geschrieben

Endriya

Danke für die Bestätigung. Bitte haben Sie noch etwas Geduld, während ich alles – Ihre Anliegen und Ihr Feedback – schriftlich festhalte.Original anzeigen

Bitte bleiben Sie im Chat; Es wird noch einen Moment dauern, da ich Ihre Angaben genau notiere und eine Beschwerde gegen VIP verfasse.Original anzeigen

Vielen Dank für Ihre Geduld. Ich habe meinerseits alles Nötige veranlasst; Nach Rücksprache mit der zuständigen Abteilung habe ich Ihr Anliegen besonders hervorgehoben.Original anzeigen

Im Namen unseres Unternehmens bitte ich die Verzögerung zu entschuldigen. Seien Sie versichert, dass unsere Abteilung bereits an der Bearbeitung Ihres Anliegens arbeitet.Original anzeigen

Ich möchte mich im Namen des gesamten Teams entschuldigen, da ich Ihre Situation sehr gut nachvollziehen kann; Daher werde ich Ihr Anliegen mit höchster Priorität bearbeiten.Original anzeigen

Ich bin dankbar für Ihr Verständnis und Ihre Freundlichkeit.Original anzeigen

Ich habe meinerseits alles getan.Original anzeigen

Kann ich Ihnen noch irgendwie behelfend sein?Original anzeigen

Nachricht hier eingeben...

Dear crazythings1,

Thank you for helping me understand the situation better.

Dear Alf Casino,

Is there any alternative solution available for the player, since providing the requested item is not possible in this case?

Please let us know.

Thank you very much in advance.

Dear all,

Thank you for the patience

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Alf Casino

Dear all,

Thank you for the patience,

We would like to ask you to provide proof of cancellation letter from the bank that CC*2635 that is no longer active.

Kind regards,

Alf Casino

Good morning,

I requested confirmation from the bank.

However, I would like to know why they need the old card when there is already a new one with which several transactions have already been carried out?!

Guten Morgen,

ich habe die Bestätigung bei der Bank angefragt.

Jedoch möchte ich gerne wissen, warum sie die alte Karte benötigen, wenn es schon eine Neue gibt, mit der schon diverse Transaktionen ausgeführt wurden?!

Dear crazythings1,

This is usually common KYC/ AML verification.

Hello,

Here is the confirmation from my bank.

Hallo,

hier die Bestätigung meiner Bank.,.

Good morning,

And here again is the current map...

Guten Morgen,

und hier nochmal die aktuelle Karte...

Dear crazythings1,

Thank you for the reply.

We would like to advice you to provide via email or upload on the platform in original PDF format.

Kind regards,

AlfCasino

What should I upload there?

was soll ich da hochladen?

I uploaded the bank confirmation and sent it by email.

Naturally, there was no response whatsoever.

ich habe die Bestätigung der Bank hochgeladen und per mail geschickt.

es kam natürlich keinerlei Antwort.

Hello,

Why is nothing happening here anymore?

Hallo,

warum passiert hier nichts mehr??

Dear all,

Thank you for the document that you provide.

We would like to inform you that the relevant department inform us that you need to provide us with a cancellation letter for credit card ending in *2635, issued by the bank with a stamp or signature on it, as well as an issue date. The one provided in this ticket does not have an issue date, not is officially stamped/signed.

Kind regards,

AlfCasino

Hello,

I have now sent the signed receipt by email for the third time.

I'm uploading it again here!!

Hallo,

ich habe den unterschriebenen Beleg jetzt zum 3. Mal per Mail geschickt.

Hier lade ich den auch nochmal hoch!!

Good morning,

Why is no one at Casino Guru addressing my problem with alfcasino?

Guten Morgen,

warum kümmert sich niemand von Casino Guru um mein Problem mit alfcasino?

Dear Alf Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the crazythings1´s verification process.

Please let us know at your earliest convenience.

Dear crazythings1´s

Thank you for the documents that you provide.

We would like to inform you that the relevant department inform us that you need to provide a real photo of physical document or an original PDF if it's digital document. The previous document it was scanned document that we do not accept. Please upload the documents in your account.

Kind regards,

AlfCasino

Thank you, Alf Casino, for the update!

Dear crazythings1,

I would kindly ask you to submit the required documents to the casino and please let me know once this has been done.

Thank you very much in advance.

Hello,

I took another photo of the document and sent it by email...

I'm also uploading it again here.

Hallo,

ich habe das Dokument nochmal fotografiert und per Mail geschickt...

Zudem lade ich es hier nochmal hoch.

Good morning,

I have now uploaded the document directly to alfcasino as a PDF and a jpg.

Guten MOrgen,

ich habe das Dokument nun noch als pdf und jpg direkt bei alfcasino hochgeladen.

Thank you crazythings1,

Dear Alf Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the crazythings1´s verification process.

Please let us know at your earliest convenience.

Good morning,

Now I've been asked to upload some documents again.

Even though I've already uploaded everything.

What Alfcasino is doing here is an absolute outrage.

Guten MOrgen,

jetzt wurde ich wieder aufgefordert irgendwelche Dokumente hochzuladen.

Obwohl ich schon alles hochgeladen habe.

Es ist eine absolute Frechheit, was das Alfcasino hier macht.

The online support has now informed me that all necessary documents have been uploaded.

Why can't I withdraw any money?

Der online support hat mir jetzt mitgeteilt, dass alle notwendigen Dokumente hochgeladen wurden.

Warum kann ich nichts auszahlen??

Dear crazythings1,

The reason you are not able to withdraw at the moment is most likely that the documents you submitted are still being reviewed by the casino.

Once your account shows that the verification has been completed successfully, you should be able to submit your withdrawal request.

Please keep me informed about any updates.

Thank you very much.

It's not working... according to support, documents are missing.

Es funktioniert nicht... laut Support fehlen Dokumente

How long will Alfcasino be allowed to continue playing this game?

wie lange darf Alfcasino das Spiel noch so machen??

Dear Alf Casino,

Could you please let us know what is currently causing the delay?

If any documents are still missing, could you please specify exactly which ones are required and advise the player on what they can do to help speed up the verification and withdrawal process?

Thank you very much in advance.

Dear all,

Thank you for the reply.

We would like to inform you that the relevant department has received your documents and is currently working on your verification. Please give us some time, and we will update you as soon as there is any progress.

Kind regards,

AlfCasino

The documents have already been checked multiple times!!!

It's purely a delaying tactic, and I don't agree with this approach from Alfcasino.

That's not okay for a reputable casino.

Die Dokumente wurden schon mehrfach geprüft!!!

Es ist eine reine Verzögerungstaktik und ich bin mit dieser Art und Weise von Alfcasino nicht einverstanden.

Für ein seriöses Casino ist das nicht ok.

And my VIP level was downgraded from 5 to 1!!

This means that instead of €20,000/month, I can only withdraw €7,000.

Is that correct?

I was actually told by support that the level would not be changed until the verification was complete.

Und mein VIP Level wurde von 5 auf 1 runtergestuft!!

Das bedeutet, dass ich anstatt 20.000€/Monat nur noch 7.000€ auszahlen lassen kann.

Ist das so richtig?

Es wurde mir vom Support eigentlich mitgeteilt, dass das Level nicht verändert wird, solange die Verifizierung nicht abgeschlossen ist.

Dear crazythings1,

Thank you for the patience.

We would like to inform you that your account has been verified.

Please start withdraw your winnings.

Kind regards

AlfCasino

Thank you very much for the update, Alf Casino Team!

Dear crazythings1,

Could you please try submitting a withdrawal request and let me know whether everything goes smoothly?

I look forward to your update.

Thank you very much in advance.

Good morning,

The first withdrawal actually worked. I was able to withdraw €500.

However, I find it very questionable that during the verification period, which was delayed by alfcasino, I lost my VIP status from 5 to 1.

This means that instead of €20,000/month, I can now only withdraw €7,000.

Is it possible to arrange a payment plan of €3000 per week, for example?

Guten Morgen,

die erste Auszahlung hat tatsächlich funktioniert. ich konnte 500€ auszahlen.

Allerdings finde ich es sehr fragwürdig, dass ich in der Zeit der Verifizierung, die durch alfcasino, verzögert wurde, meinen VIP Status von 5 auf 1 verloren habe.

bedeutet, dass ich anstatt 20.000€/Monat nur noch 7.000€ abheben kann.

Kann man einen Zahlungsplan vereinbaren pro Woche 3ooo€ zum Beispiel?

Dear Alf Casino

Considering that the player’s VIP level decreased while the verification process was ongoing, would you kindly reconsider the player’s withdrawal limit?

Would it perhaps be possible to arrange withdrawals of €3,000 per week until the remaining balance has been paid?

We would greatly appreciate your consideration.

Dear All,

Please be informed that we are not able to request a higher Withdrawal limit neither weekly or monthly.

To ensure fairness and compliance, We must follow the standard withdrawal limits outlined in Section 6.11 of our Terms and Conditions.

As a reminder this is the General Terms and Conditions that was accepted when the account was created:

6.11: - All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

We understand this may be frustrating but rest assured that our team is doing all the necessary to process the withdrawals request.

We have forwarded a request to speed up the pending withdrawals requests once again to the relevant department.

We hope we can finalize your requested withdrawals as soon as possible

Kind regards,

AlfCasino

Thank you Alf Casino for the update!

Please keep us informed once the money is sent to the player. Thank you in advance

For info...

At the moment, it seems to be working with payouts of max. €500/day and €7000/month.

I hope it stays that way.

Thank you so much for the great help from Casino Guru.

I think the problem is now solved.

With best regards

Marius

Zur Info...

Im Moment scheint es mit den Auszahlungen von max.500€/Tag und 7000€/Monat zu funktionieren.

Ich hoffe es bleibt so.

Vielen Dank für die gute Hilfe von Casino Guru.

ich denke, dass das Problem jetzt gelöst ist.

Mit den besten Grüßen

Marius

Dear All,

Please be advised that all previous pending withdrawals for this account have been fully processed and paid.

Regarding the recent withdrawal requests, we have escalated these directly to our finance team for priority processing. We are actively monitoring the status.

Thank you for your patience.

Kind regards,

Alf Casino Team

Thank you everyone for cooperation!

Dear crazythings1,

I'm so glad to hear that you have been receiving your money! 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.