Alf Casino - El retiro del jugador se retrasa.

Hello, my withdrawals have been pending since January 1st without any response from the casino. I also can't request new withdrawals because it says withdrawals are blocked. My account verification page states that no verification is currently required. However, nothing has happened for three weeks.

I deposited €1300 with a 200% bonus and won. I would appreciate your help.

Hallo meine Auszahlungen sind seit 1. Januar ausstehend ohne reaktion seitens des Casinos. Neue Auszahlungen kann ich ebenfalls nicht beantragen da dort steht Auszahlungen blockiert. In meinem Account unter Verifizierung steht dass derzeit keine Verifizierung benötigt wird. Dennoch passiert seit 3 Wochen gar nichts.

Ich hatte 1300€ eingezahlt mit 200% Bonus und damit gewonnen. Ich bitte um Ihre Hilfe.

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 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.

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while your bonus was active? Did you switch between various games, or did you play just one game the whole time?
• Have you contacted customer support via chat or email to ask about the reason why your withdrawals are blocked?

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

Hello, I claimed this bonus: https://alfcasino318637.com/en/promotions/casino/welcome_crypto_offer

I played various slots, all of which allowed bonuses.

I was just in the live chat and that's what he said.

I still can't upload any documents and I haven't received any emails.

I suspect Alf Casino is deliberately delaying things in the hope that I'll gamble away my winnings again.

Hallo ich habe diesen Bonus beansprucht: https://alfcasino318637.com/en/promotions/casino/welcome_crypto_offer

Ich habe verschiedene Slots gespielt die alle mit Bonus erlaubt waren.

Ich war jetzt im Live Chat und dieser hat das gesagt

Ich kann trotzdem keine Dokumente hochladen und habe auch keine E-Mails erhalten.

Ich vermute alfcasino verzögert extra um zu hoffen dass ich meine Gewinne wieder verspiele

Everything is still unchanged.

Immer noch alles unverändert

Hello BoehserOnkel,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your responses.

• Have you received any emails from the casino requesting verification of your account?
• In the meantime, have you been able to upload any identity documents directly to your casino profile for verification? If so, please specify which documents you provided, when they were submitted, and which documents have been approved versus those still pending verification.

Thank you in advance for your reply.

I didn't receive a single email requesting my verification. However, by logging into my account daily, I saw that it had been requested about 7 days ago, and I uploaded the following documents:

Unfortunately, it's still under review and nothing will happen automatically.

Ich habe keine einzige Email zur Aufforderung meiner Verifizierung erhalten. Allerdings habe ich durch tägliches einloggen dann im Account gesehen dass es angefordert wurde vor etwa 7 Tagen und ich habe folgende Dokumente hochgeladen:

Leider ist es immer noch auf prüfung und es passiert von alleine nichts.

Dear BoehserOnkel

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,

Veronika

This is what my account looks like now.

I can't upload anything new and I don't know if my documents were accepted because nothing is displayed anymore. Withdrawals are still blocked. This is all taking an extremely long time again.

Jetzt sieht es bei mir im Account so aus

Ich kann nichts neues mehr hochladen und weiß auch nicht ob meine Dokumente akzeptiert wurden da nichts mehr angezeigt wird. Auszahlungen sind immer noch blockiert. Das dauert schon wieder extrem lange alles.

Dear BoehserOnkel,

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 and state the reason why the player´s withdrawals have been no yet processed?

Thank you in advance for providing the information.

Dear BoehserOnkel,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

Please be informed that we are reviewing your case with high urgency and expect further information and updates as soon as possible.

We thank you for your patience and understanding.

Kind regards,

AlfCasino Team

Dear Alf Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear BoehserOnkel,

Thank you for your patience.

We would kindly like to inform you that the following documents are still needed in order to complete the verification:

• proof of deposit 
• Crypto ownership showing holder names

Once the verification is complete your withdrawal requests will be finalized.

Thank you for your understanding.

Kind regards,

AlfCasino Team

Dear Alf Casino Team,

Thank you very much for the update.

In his last response, the player mentioned that he was unable to submit the required verification documents. Could you please confirm whether he is now able to complete the verification process?

Additionally, could you kindly clarify the exact procedure — should the documents be sent via email, uploaded through the account, or submitted in another way? Providing specific instructions would greatly help avoid any further confusion.

Thank you very much in advance for your assistance.

Hello, it was now possible to upload the documents to the account, which I did.

I would also like to point out that the Trust Wallet contains no personal data and consists solely of a crypto address. I have now uploaded the necessary screenshot proving this, as well as the deposit receipts.

Hallo, es war jetzt möglich sie Dokumente im Account hochzuladen was ich getan habe.

Ich möchte auch hier anmerken dass das Trust Wallet keine persönlichen Daten enthält und lediglich aus einer Crypto Adresse besteht. Ich habe den notwendigen Screenshot der dies nachweist jetzt hochgeladen sowie die Einzahlungsnachweise.

Dear BoehserOnkel,

Thank you for your reply and the uploaded documents.

Please be informed that your information are currently under review.

We will contact you as soon as possible with further updates.

Thank you for your understanding and patience.

Kind regards,

AlfCasino Team

I really hope the verification process is completed this week; it's been dragging on for two months now.

Ich hoffe sehr dass die Verifizierung diese Woche zum Abschluss kommt, es zieht sich nun schon 2 Monate

So, I just logged in and my crypto wallet verification was rejected again. I've mentioned this before, so here it is again:

I would also like to point out that the Trust Wallet contains no personal data and consists solely of a crypto address. I have now uploaded the necessary screenshot proving this.

I cannot provide another document because it does not exist.

So, gerade habe ich mich eingeloggt und erneut wurde mein Nachweis des Crypto Wallets abgelehnt. Ich habe es schon zuvor erwähnt und daher nochmal:

Ich möchte auch hier anmerken dass das Trust Wallet keine persönlichen Daten enthält und lediglich aus einer Crypto Adresse besteht. Ich habe den notwendigen Screenshot der dies nachweist jetzt hochgeladen.

Ich kann kein anderes Dokument liefern, da es nicht existiert.

Dear BoehserOnkel,

We are happy to inform you that your account has been successfully verified.

Please note that we forwarded your withdrawal request with priority and expect the finalization in the nearest time.

We thank you for your cooperation and patience.

Kind regards,

AlfCasino Team

Thank you Alf Casino Team for the update!

Dear BoehserOnkel

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.

Dear BoehserOnkel,

I hope this message finds you well. I would like to confirm my understanding that the 1500€ has already been received and that you have initiated new withdrawal requests, is that correct?

In order to ensure proper tracking, I will keep this complaint open until the entire amount has been disbursed. I would appreciate it if you could provide updates on the progress, preferably on a weekly basis. Thank you for your attention to this matter.

Dear BoehserOnkel,

Thank you for keeping me updated!

Dear BoehserOnkel,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear BoehserOnkel,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina