Alf Casino - La cuenta del jugador no se ha autoexcluido correctamente.

Good day,

On April 30th, I requested self-exclusion from the aforementioned online casino for the first time via email – for my own protection, due to my gambling addiction. I stated the reason.

Since then, I have been able to deposit a further €880, which I would like to have refunded, as the self-protection measures were not observed.

Furthermore, I must inform you that I had my player account blocked back in 2025 for my own protection. However, it was reopened without my request, and I received advertising again, so I started playing with the provider again. Since then, I have deposited almost €1400.

I request assistance with immediate self-exclusion and the reimbursement of the €1,400.

I would be very grateful for your help. Thank you so much!

Guten Tag,

bei dem oben genannten Online Casino habe ich am 30.04 erstmalig per Mail einen Selbstausschluss beantragt - zum Selbstschutz, aufgrund meiner Spielsucht. Den Grund habe ich angegeben.

Ich konnte seitdem weitere 880€ einzahlen welche ich zurückerstattet haben möchte, da der Selbstschutz nicht eingehalten wurde.

Zudem muss ich mitteilen, dass ich bereits 2025 mein Spielerkonto habe sperren lassen, um mich zu schützen. Dieses wurde allerdings ohne meinen Wunsch nun wieder geöffnet und ich habe wieder Werbung erhalten, sodass ich wieder bei dem Anbieter gespielt habe. Seitdem habe ich knapp 1400€ eingezahlt.

Ich bitte um Hilfe bei dem sofortigen Selbstausschluss, sowie der Erstattung der 1.400€

Ich wäre Ihnen sehe dankbar für Ihre Hilfe. Vielen Dank!

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Alf Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise if you currently still have access to your account?
• Have you regained access to your original account or have you opened a new one?
• Could you please forward your original self-exclusion request directly to my email? You can reach me at attila.g@casino.guru.

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.

Best regards,

Attila

Good day,

I currently have access to the player account.

I definitely did not open a new player account. The player account is linked to an old email address that I no longer use for online casinos. Unfortunately, I can't say exactly when I opened the account. It must have been around 2024, though.

I have forwarded my application dated April 30th to you as an attachment, so that you can see that I have not changed anything in it.

Thank you so much for your help.

Guten Tag,

aktuell habe ich Zugriff auf das Spielerkonto.

Definitiv habe ich kein neues Spielerkonto eröffnet. Da das Spielerkonto über eine alte E-Mail Adresse läuft, die ich nicht mehr für Online Casinos nutze. Leider kann ich aber nicht sagen, wann ich damals das Konto eröffnet habe. Dies muss aber vermutlich 2024 gewesen sein.

Ich habe Ihnen meinen Antrag vom 30.04 als Anlage weitergeleitet, sodass Sie erkennen können, dass ich nichts daran geändert habe.

Vielen Dank für Ihre Hilfe.

Hello,

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, Kubo (jakub.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 Jason12,

It is a pleasure to e-meet you. My name is Kubo, and I will be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please feel free to share them with me.

To begin, could you please let me know whether you have received any response from the casino to your email dated April 30? Also, have you tried contacting the casino again with a follow-up message since April?

Best regards,

Kubo

Hello Kubo,

My player account is still open.

Unfortunately, I have not received a response to my self-exclusion from April 30th.

I sent another email on June 5th requesting self-exclusion. On the same day, I received an email stating that a VIP manager was now responsible for my case. I then informed this manager of my self-exclusion via email as well.

I have now sent 3 emails.

Hallo Kubo,

mein Spielerkonto ist immer noch geöffnet.

Leider habe ich keine Antwort erhalten auf meinen Selbstausschluss vom 30.04.

Nochmals habe ich dann eine E-Mail am 05.06 mit Bitte um Selbstausschluss verschickt. Am 05.06 habe ich dann eine E-Mail erhalten, dass ein VIP Manager nun für mich zuständig sei. Diesem habe ich daraufhin auch nochmals den Selbstausschluss per Mail mitgeteilt.

Mittlerweile habe ich nun also 3. E-Mails verschickt.

Unfortunately, I was just unable to deposit another €25.

Leider konnte ich gerade weitere 25€ einzahlen

Dear Jason12,

Thank you for the additional information.

In accordance with our standard procedure, I’d like to invite a representative from Alf Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Alf Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear Player,

Thank you for contacting us.

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

AlfCasino Team

Dear Player,

Thank you for your patience while we conducted a thorough review of your inquiry.

We sincerely apologize for the inconvenience you experienced. Please be assured that, per your request, your account has now been officially closed.

Following a review of your case, we are prepared to offer you a refund of 1,400 EUR as a solution to the matter.

Kindly confirm your acceptance of this offer so that we may process the refund for you.

In order to proceed with the refund of your funds, we kindly ask you to provide the following details:

Full Name (please provide all names, including middle name)

Email

Name of the owner of the bank account

IBAN

BIC

Bank name

Bank location (country)

Once we obtain this information, we will proceed with the payment process.

If you have any additional questions, please do not hesitate to contact us.

Kind regards,

AlfCasino Team

Good day, thank you very much for your prompt reply. I will gladly provide you with all the data via email.

According to my calculations, it should now be approximately €1475.

Thank you for the quick processing.

Guten Tag, vielen Dank für Ihre schnelle Rückmeldung. Gerne stelle ich Ihnen alle Daten per E-Mail zur Verfügung.

Laut meiner Berechnung müssten es nun ca. 1475€ sein.

Vielen Dank für die schnelle Abwicklung.

Dear Player,

We are pleased to inform you that we successfully processed your refund today (1,475 EUR).

Please note that, depending on the payment method used and your bank's processing times, it may take three to five working days for the funds to appear in your account.

Thank you for your patience throughout the process.

We consider the matter resolved.

Best regards,

AlfCasino Team

Dear Alf Casino,

Thank you for your engagement and for taking prompt action by processing the player’s refund.

Dear Jason12,

Kindly let us know once you have received the refunded funds.

Thank you.

Hello, I can confirm that I have received the refund.

Thank you all for your help!

Guten Tag, ich kann bestätigen, die Rückerstattung erhalten zu haben.

Ich danke allen für die Hilfe!

Dear Jason12,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system. Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here). An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo