Alf Casino - El reembolso al jugador se ha retrasado.

Dear Casino Guru Customer Support Team

I am contacting you to file a formal complaint regarding the weekly cashback from Live Casino at alf casino for the period from April 6th to 13th.

According to their terms and conditions, I should have received the cashback for that week. However, the bonus I received was for a different period than the one I was paid. After reviewing my bonus and transaction history, I can confirm that the cashback for the specified week was not credited to my account.

Furthermore, I contacted live chat support, where I was assured that the cashback was indeed granted. However, this information is incorrect, as I have several screenshots and records from my transaction history that prove otherwise.

Therefore, I request:

1. A detailed review of my account for the period from April 6 to 13.

2. Correction of the error and payment of the corresponding cashback.

3. A clear explanation of what happened.

I await a solution as soon as possible

Estimado equipo de atención al cliente de casino guru

Me pongo en contacto con ustedes para presentar una reclamación formal respecto al cashback semanal de Live Casino de alf casino correspondiente al periodo del 6 al 13 de abril.

Según sus condiciones, debería haber recibido el cashback correspondiente a esa semana. Sin embargo, el bono que se me ha asignado no corresponde a dicho periodo, sino a otro distinto. Tras revisar mi historial de bonos y movimientos, puedo confirmar que no se me ha abonado correctamente el cashback de la semana indicada.

Además, me he puesto en contacto con el servicio de chat en vivo, donde se me ha asegurado que el cashback sí fue otorgado. No obstante, esta información es incorrecta, ya que dispongo de varias capturas de pantalla y registros de mi historial que demuestran lo contrario.

Por todo ello, solicito:

1. Una revisión detallada de mi cuenta para el periodo del 6 al 13 de abril.

2. La corrección del error y el abono del cashback correspondiente.

3. Una explicación clara sobre lo ocurrido.

Quedo a la espera de una solución lo antes posible

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify whether you manually activated the cashback bonus or if it was granted automatically?
• Could you also confirm the period for which you received the cashback, as well as the amount?
• Could you kindly send me a link to the cashback bonus you are referring to?

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,

Attila

Sure, I'll attach several screenshots and tracking information. Regarding the three questions:

1. Yes, it's a promotion that I activated as soon as I registered and they give it every Monday, in fact they gave it to me the first week.

2. The first refund I received was for the week of April 31st to 6th, €97. So far, so good. But the following week, from the 6th to the 13th, I should have received roughly the same amount or more, but I haven't received anything. Every day I speak to them, they give me a different excuse: that they already gave it to me, that it's for level 2, or something else entirely. They just don't know what to say anymore...

3. I am attaching a screenshot of the bonus I am referring to. This last screenshot is from the first week that I DID get it; the next one, which was even more mine, shows nothing at all—what a coincidence...

Claro, os voy a adjuntar varias cañturas de pantalla y seguimiento. Respecto a las tres preguntas:

1. Si, es una promocion que active nada mas registrarme y lo dan todos los lunes, es mas la primera semana me lo dieron.

2. El primer periodo que recibi el reembolso fue de la semana del 31 al 6 de abril, 97€. Hasta ahi todo bien, pero la siguiente semana del 6 al 13, deberia de recibir mas o menos lo mismo o mas, pues nada no me han dado nada y cada dia que hablo con ellos me ponen una excusa diferente, que si me lo han dado, que es para nivel 2, que si no se que, ya no saben que decir...

3. Le adjunto captura de pantalla del bono al que me refiero, esta ultima captura es de la primera semana que SÍ me lo dieron, la otra siguiente que me pertenecia incluso mas nada de nada que casualidad...

Thank you for your response. Could you kindly forward the receipts for the deposits you made during the period in which you were expecting to receive the cashback? Additionally, I would appreciate it if you could attach a screenshot of your bonus history for that relevant timeframe.

Furthermore, you mentioned that the casino provided various reasons for not crediting the bonus. If possible, could you please share that communication with us as well?

You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

I just sent you an email with all the screenshots I took and another one about the bonuses. All from that week.

Le acabo de enviar un correo con todas las capturas realizadas y otro de los bonos. Todo de esa semana

Thank you for your response. Could you please share your communication with the casino as well? Additionally, could it be possible that the cashback was a one-time welcome offer rather than a weekly recurring bonus?

I look forward to your reply.

I've attached all the conversations, both chat and email. They couldn't even agree among themselves. First, they told me the account was already credited (which is a lie), then they said there was a mix-up and that the credit was for the daily account, then they said I didn't belong to them, then they told me to contact support, and so on until I got fed up. Regarding the bonus or promotion, it's been active since I registered, and they've given it to me every week (screenshots attached) except for that week from the 6th to the 13th, which, coincidentally, is the week I played the most... shameful.

Le adjunto todas las conversaciones tanto por chat como por correo, ni ellos mismos se ponian de acuerdo, ñrimero me decian que ya estaba acreditado( cuando es mentira), luego me decian que habia una confusion y que el que me habian acreditado era el diario, luego que no me perteneces, luego que me ponga en contacto con soporte y asi hasta que me he cansado. Con respecto al bono o promocion, desde que me registre esta activa, y me lo han dado todas las semanas( adjunto capturas) excepto esa semana del 6 al 13 que casualmente es la que mas he jugado...vergonzoso

These are the screenshots; as you can see, since I registered I've received it every week except for that one, what a coincidence...

Estas son las capturas, como se ve desde que me registre todas las semanas me lo han dado excepto esa, que casualidad......

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, Stefan (stefan.m@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,

Attila

Dear Jesussnwhs,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Alf Casino to join this conversation and assist in addressing the complaint.

Dear Alf Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the request with the highest priority.

Once there is any update, we will inform you immediately.

Best regards,

AlfCasino Team

Dear Alf Casino,

Thank you for your response.

We would kindly ask you to provide us with an update on the situation at your earliest convenience.

I look forward to your reply.

It's outrageous that over a month has passed and I still haven't received the cashback I'm owed for the week of April 6th to 13th! It's not that hard to see! I will never deposit with those scammers again.

Me parece una verguenza que haya pasado mas de un mes y no me hayan dado el cashback que me corresponde de esa semana del 6 al 13 de abril!!! No es tan dificil de mirar!!!! Jamas volvere a depositar con esos estafadores

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jesussnwhs,

Thank you for your patience.

We want to apologize for the missing cashback from April 6th–13th. Unfortunately, our system strictly prevents us from retroactively crediting expired cashback from previous months.

However, our team did step in at the time to help offset this by manually adding a €7.20 loyalty cashback to your account. Additionally, records show you received €269.92 in total bonuses against €375.20 in deposits during that period.

Best regards,

Alf Casino Team

Hello Jesussnwhs,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Jesussnwhs,

Could you please confirm that you have received the cashback?

I look forward to your response.

Hello, obviously I'm not happy and I don't believe a word they say. I was entitled to at least €100 cashback that week, and they didn't give it to me. Giving me €7.13 is a disgrace and they're laughing at me. And thirdly, it's a lie that they can't give it now; it's just that they don't want to. I demand my rightful cashback, please.

Buenas, evidentemente no estoy conforme ni me creo absolutamente nada de ellos. Esa semana me correspondia por lo menos 100€ de cashback, y no me lo dieron. Que me den 7,13€ es una verguenza y se estan riendo de mi. Y tercero, es mentira que no puedan darlo ahora, otra cosa es que no quieran. Exijo mi cashback correspondiente por favor.

Dear Alf Casino,

Thank you for your continued cooperation.

Could you please provide us with information regarding how the cashback amount was calculated? It appears that the player disagrees with the cashback credited to their account in the amount of €7.13.

To better understand your position and properly assess the case, we would appreciate a detailed breakdown of the calculation, including the period covered, the eligible losses considered, and the cashback percentage applied.

We look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Stefan,

Thank you for the patience.

We would like to inform you that we have contacted you via email. Please check it when possible.

Best regards,

AlfCasino Team

Dear Alf Casino,

Thank you for your response.

I have replied to your email and will await your response so that we can continue reviewing this matter.

I look forward to hearing from you.

Dear Stefan,

Thank you for the patience.

We would like to inform you that we have contacted you via email. Please check it when possible.

Best regards,

AlfCasino Team

Dear Jesussnwhs,

Thank you for your patience.

We discussed the calculation of the 25% Live Casino Cashback promotion with the casino outside of the complaint thread. We have confirmed that this promotion applies only to net losses incurred in the Live Casino section. Based on the information provided, the cashback was calculated correctly, and you are therefore not eligible for any additional amount.

We'll go ahead and mark the complaint as 'resolved' in our system. 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.

Best regards,

Stefan

Casino.Guru