Alf Casino - La retirada del jugador se ha retrasado.

Casino: AlfCasino

Problem: Withdrawal delay

I won 26,000 in AlfCasino. My account is fully verified (KYC completed).

I requested three withdrawals of 2000 each via Ethereum.

All withdrawals have been pending for over 14 days.

Customer support only tells me to wait and gives no explanation.

I would like the casino to process my withdrawals immediately.

Username: (twoj login) Payment method: Ethereum (ETH) Amount: 26,000

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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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share a screenshot of the pending requests? Could you please share your recent communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Good morning. I have already made several withdrawals before, each for 2000 PLN. The money comes from sports betting winnings

Dear TomaszSobolewski,

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,

Tomas

Dear TomaszSobolewski,

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 not been yet processed?

Thank you in advance for providing the information.

I have currently withdrawn 6,000 PLN and I am waiting for the rest. That is approximately 50,000 PLN

Dear TomaszSobolewski,

That’s really great news! I’m so glad to hear that!

As I assume, now you have requested another three withdrawals of 2000 PLN each, is that correct? If so, please keep me updated and let me know once you receive your funds.

Thank you very much in advance.

So they paid me out 8,000 PLN and there's still about 50,000 left.

Dear TomaszSobolewski,

Thank you for the update!

It seems that the withdrawals are going smoothly now. I am very glad to hear that!

I'll go ahead and mark the complaint as 'resolved' in our system. But do not worry, if the withdrawals stop being processed, you can request to reopen this complaint any time and I will do my best to again sort it out! And of course, should you 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.

We’ve reopened this complaint at the request of TomaszSobolewski.

The player sent us a message:

I am submitting a new complaint regarding Alf Casino, as my previous complaint was closed after the casino made a partial payment of 12,000 PLN. However, I still have 60,000 PLN remaining to be withdrawn, and the casino continues to delay without providing any specific date or explanation.

Timeline of events:

My previous complaint was resolved when the casino paid out 12,000 PLN over the course of approximately two months. The mediator closed the case on this basis. Since then, I have been contacting the casino repeatedly regarding the remaining 60,000 PLN, but I only receive generic responses with apologies and no commitment to a specific payment date.

The casino's latest response referenced points 6.14 and 6.16 of their Terms and Conditions, stating they reserve the right to process payments according to their own schedule. This response provides no clear timeline and appears to be used as a tactic to indefinitely delay payment.

Key facts:

All deposits were made via BLIK (Polish instant payment method), multiple transactions of 500 PLN each

Total winnings withdrawn so far: 12,000 PLN (over approximately 2 months)

Remaining balance due: 60,000 PLN

The casino has confirmed my account and winnings are valid, as they have already made partial payments

I have submitted multiple follow-up messages, all met with generic delay responses

My request:

I am requesting Casino Guru's mediation to pressure Alf Casino into processing the remaining 60,000 PLN without further delay. The casino has demonstrated it is capable of making payments — the continued delay on the remaining balance is unjustified.

I am available to provide screenshots of all correspondence and transaction history upon request.

Dear Alf Casino,

In that case, I would like to kindly ask you to clarify why the player’s withdrawals have not yet been processed.

Thank you very much for your cooperation.

Dear TomaszSobolewski,

Thank you for reaching out to us.

In order to further investigate your claim we would kindly like to ask you to provide us with the email address which is connected to your account.

Please note that no account is connected with the given email address here in the forum.

Thank you for your understanding.

Kind regards,

Alfcasino Team

Dear TomaszSobolewski,

Please feel free to share your message in this thread. I assure you that any sensitive information will be kept confidential. Thank you for your understanding.

Dear TomaszSobolewski,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru