Alf Casino - La cuenta del jugador debe ser cerrada.

Hello,

I would like to make a complaint regarding the activities of AlfCasino.

I have sent an email to AlfCasino customer support on February 7, 2022, requesting the permanent closure of my account due to gambling addiction and blocking access to the site and sister casinos. I am attaching a screenshot of this message.

Despite this, I was recently able to log in to AlfCasino with my bank details and play normally. As a result, I lost €2,000, even though my account should not have been open under any circumstances.

I have now contacted AlfCasino customer service and asked them to look into the matter and provide an explanation as to why the previous blocking request was not valid. I have also asked them to assess the refund as this is a clear breach of responsible gaming.

I ask you to look into the matter and help resolve it. I will let you know as soon as I receive a response from the casino.

Hei,

haluan tehdä valituksen koskien AlfCasinon toimintaa.

Olen lähettänyt sähköpostin AlfCasinon asiakastukeen 7.2.2022, jossa pyydän tilini pysyvää sulkemista peliriippuvuuden vuoksi sekä pääsyn estämistä sivustolle ja sisarkasinoihin. Liitän teille kuvakaappauksen tästä viestistä.

Tästä huolimatta pystyin äskettäin kirjautumaan AlfCasinolle pankkitunnuksilla ja pelaamaan normaalisti. Tämän seurauksena hävisin 2000 €, vaikka tilini ei olisi saanut olla avattavissa missään olosuhteissa.

Olen nyt ollut yhteydessä AlfCasinon asiakaspalveluun ja pyytänyt heitä käsittelemään asian sekä antamaan selvityksen siitä, miksi aiempi sulkupyyntö ei ollut voimassa. Olen myös pyytänyt heitä arvioimaan hyvitystä, koska kyseessä on selkeä vastuullisen pelaamisen laiminlyönti.

Pyydän teitä tutkimaan tapauksen ja auttamaan asian selvittämisessä. Ilmoitan teille heti, kun saan kasinolta vastauksen.

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 gamblingproblem92,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you have encountered with AlfCasino, and I appreciate you reaching out to us for assistance.

In order to better understand your situation and assist you effectively, could you please provide us with some additional information? Here are a few questions that may help clarify the matter:

• Can you confirm whether you received any confirmation from AlfCasino regarding your email from February 7, 2022?
• Have you received any communication from AlfCasino regarding your recent play after the account closure request?
• Could you please provide the date on which you logged in and played after your account was supposed to be closed?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Hei,

I got a message from them 7th April that they have now closed my account. "And regarding your refund request we have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email."

I still have saved emails from AlfCasino’s VIP manager from 2021, sent shortly before I requested a permanent self‑exclusion due to gambling addiction. These messages clearly show that I was an active customer at that time and that my identity and account were fully verified before I asked for the permanent closure.

In addition, I was able to log in now using the same credentials that I have had saved since 3 June 2021. I also have screenshots showing:

the VIP manager’s email from 2021

the saved login credentials from 3.6.2021

and the fact that I was able to access the account today despite the permanent exclusion request made in 2021

Because of this, I was able to play and lose €2000 (this happened 6th April), even though the permanent self‑exclusion should have prevented any access to my account.

I can send you the screenshots if you want.

I would also like to point out that I now logged in using the same credentials that have been saved since 3 June 2021. I have evidence (attached) showing that these exact login details were used, which confirms that I accessed the same account that existed before my self-exclusion request. My personal identity number serves as my username, and it is unique.

Thank you for your reply and for providing the previous details, gamblingproblem92.

• Have you kept any records of your correspondence with AlfCasino regarding your account closure request and any recent gameplay?
• Could you please provide your game and transaction history since your account was reopened, if possible?

Thank you again for your cooperation.

Now they actually offered €1000 in compensation / €2000 for losses. I accepted this offer in fear that I wouldn't get a single euro back. However, I would like to get a full refund.

Nyt he tosiaan tarjosivat 1000€ korvausta / 2000€ tappioista. Hyväksyin tämän tarjouksen siinä pelossa, etten saisi muuten enää euroakaan takaisin. Toivoisin kuitenkin saavani hyvityksen kokonaisuudessaan.

Hello,

I wanted to provide an update regarding my case.

Alf Casino has now paid me a €1000 refund, which I accepted as I was afraid they wouldn't refund anything otherwise. However, this amount only covers half of my total losses and I strongly believe that I am entitled to the remaining €1000 back as well.

It is important to note that by paying this partial refund, the casino has effectively admitted their mistake: they allowed me to play despite my previous self-exclusion and documented gambling addiction. This is the same issue I initially complained about, and the partial refund clearly shows that they recognize their responsibility.

I am still asking for your help so that I can get the remaining €1000 back. The casino has already proven itself responsible by paying half, which I believe strengthens the case for a full refund.

Thanks again for your help so far. I really appreciate it.

Hei,

Halusin antaa päivityksen tapaukseeni liittyen.

Alf Casino on nyt maksanut minulle 1000 € hyvityksen, jonka hyväksyin, koska pelkäsin, etteivät he muuten maksaisi mitään takaisin. Tämä summa kattaa kuitenkin vain puolet kokonais­tappioistani, ja uskon vahvasti, että minulla on oikeus saada takaisin myös loput 1000 €.

On tärkeää huomata, että maksamalla tämän osittaisen hyvityksen kasino on käytännössä myöntänyt virheensä: he sallivat minun pelata, vaikka minulla oli aiempi itsesulku ja dokumentoitu peliriippuvuus. Tämä on sama ongelma, jonka vuoksi tein alun perin valituksen, ja osittainen hyvitys osoittaa selvästi, että he tunnistavat vastuunsa.

Pyydänkin teiltä edelleen apua, jotta voisin saada takaisin myös loput 1000 €. Kasino on jo osoittanut olevansa vastuussa maksamalla puolet, mikä mielestäni vahvistaa perustetta täysimääräiselle korvaukselle.

Kiitos vielä avustanne tähän asti. Arvostan sitä todella.

Dear gamblingproblem92

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 Matej (matej.l@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,

Petra

Hello gamblingproblem92, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Alf Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear gamblingproblem92,

Thank you for reaching out to us.

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

We thank you for your understanding.

Kind regards,

AlfCasino Team

Dear gamblingproblem92,

We would kindly like to apologize for the delay in your case.

Please be informed that we are working with priority on your claim and will contact you in the nearest time.

We thank you for your patience.

Kind regards,

AlfCasino Team

Dear Alf Casino, I am unable to prolong the timer indefintiely, and the sooner your findings are provided, the sooner this complaint can be resolved. In case you need to share sensitive information, feel free to e-mail me (matej.l@casino.guru) the details for a review. No information will be shared or forwarded. Thank you for your understanding and cooperation.

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 gamblingproblem92,

Thank you for your patience.

Please be informed that the additional 1000 EUR refund are already requested and we expect the payment to be complete in the nearest time.

We thank you for your understanding.

Kind regards,

AlfCasino Team

Thank you for the update, Alf Casino, appreciated. Can you please confirm the palyer's account has been closed indefinitely, with no option for reopening or re-registering, and that all the maekrting communication has ceased?

Dear gamblingproblem92, can you confirm you are about to receive whole 2,000€ refund as you requested? Thank you.

Dear gamblingproblem92,

Thank you for your patience.

We are happy to inform you that your additional payment has been successfully complete.

Please be informed that your account has been permanently closed without option of reopening.

We thank you for your understanding and cooperation.

Kind regards,

AlfCasino Team

Thank yo ufor the confirmation of the account closure, and processing the refund, dear Alf Casino, much appreciated.

Dear gamblingproblem92, can you please confirm the total amount of your refund once you receive it, and whether yo uare satisfied with this outcome? Thank you very much.

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

Dear gamblingproblem92,

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,

Matej