Alf Casino - El jugador solicita el cierre de su cuenta debido a su adicción al juego.

Hello dear Casino Guru Team

Unfortunately, I'm a severe gambling addict and have relapsed. I've already been banned from many casinos, but in a moment of weakness, I managed to log in to Alf Casino and lost approximately €7,000. I tried to close my account via live chat, but unfortunately, I can't remember the exact date; I've lost track. I reacted immediately on June 7, 2026, and requested closure through VIP contact, but without success. I was still able to play and deposit funds. On June 10, 2026, I finally received a reply asking how long I intended to take a break. This can't be right! Why don't they close the account immediately like other reputable casinos do? I find it incredibly inhumane to profit from people's addiction and illness! I've attached the email exchange below. In the meantime, I even applied for a credit card to pay my bills because I gambled away my entire salary at the beginning of the month, and that backfired spectacularly. I also gambled away the €1900 hoping to get some of it back, which is incredibly stupid, I know, but unfortunately, I can't control myself; I just can't stop. It would be amazing if you could help me with closing the account and recovering the lost money from the moment I report the closure. With hopeful regards

Matthias

Hallo liebes Casino Guru Team

Ich bin leider sehr Spielsüchtig und Rückfällig geworden. Ich bin schon bei sehr viele Casinos gesperrt konnte mich aber in einem schwachen Moment bei Alf Casino anmelden und habe dort etwa insgesamt 7000 Euro verspielt .Ich versuchte über den live Chat mein Konto zu schliessen leider kann ich Ihnen das Datum nicht mehr nennen ich habe den überblick verloren Ich habe am 07.06.2026 sofort reagiert und über den Vip Kontakt um Schliessung gebeten leider ohne Erfolg. Ich konnte immer noch spielen und Einzahlen . Am 10.06.2026 habe ich denn endlich eine Antwort bekommen mit der Frage wie lange ich denn Pause machen will das kann doch nicht war sein ! Warum sperrt man denn das Konto nicht sofort wie andere seriöse Casinos ich finde das sehr Unmenschlich mit der Sucht Krankheit von Menschen noch Profit zu machen! Ich hänge Ihnen den Mail Verlauf unten an. In der Zwischen Zeit habe ich sogar eine Kreditkarte beantragt um meine Rechnungen zu Zahlen da ich Anfang des Monats meine ganzen Lohn verspielt habe und das ging natürlich voll nach hinten los die 1900 Euro habe ich auch noch verspielt in der Hoffnung etwas zurück zu bekommen was natürlich mega dumm ist ich weiss das aber ich hab es leider nicht im Griff ich kann einfach nicht aufhören. Es wäre Mega wenn Sie mir bei der Schliessung und der Rückholung des Verlorenen Geldes ab der Meldung zur Schliessung helfen könnten. mit hoffnungsvollen Grüssen

Matthias

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you request to be self-excluded before you deposited money and lost your funds through gambling activity, or did you contact the casino only after you had already suffered significant losses?

Please note that if you do not have any chat transcripts, screenshots, or other records of your earlier self-exclusion requests, it may be difficult for us to establish that the casino failed to protect you. When investigating self-exclusion cases, we need sufficient evidence showing that the player clearly requested self-exclusion and that the casino failed to act accordingly. Therefore, any communication or documentation related to your self-exclusion request would be very helpful.

• Did you respond to the email the casino sent you on 10 June? If so, kindly forward me your response, along with all subsequent communication, at veronika.f@casino.guru.
• Is your account still open, or has the casino restricted or closed it in the meantime?

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

Best regards

Veronika