Alf Casino - La solicitud de retiro del jugador está retrasada.

Hello,

I have been waiting for almost 4 weeks for my money now.

I won €4000 at Alf-Casino, and I wanted to withdraw €2000. The first €500 went through without verification, but the remaining €1500 could only be processed once my account was verified.

I play at many casinos, but I have never been asked for so many documents before. I quickly uploaded everything. A few days later, my request was rejected without any explanation. In the chat, they told me to wait a few more days.

For the complete verification, all that was missing was a transaction proof, meaning bank statements. It kept getting rejected, and upon inquiry, I was eventually informed that they must not be edited. (I had redacted bookings that were none of their business.)

They wanted statements for the period 7.11.2024-7.12.2024, which I uploaded unedited as requested, to finally get my money. Today, it was rejected again, and they chose a different period... Now they want statements for 15.11.2024-15.12.2024.

I have a few screenshots. (Chat histories and the fact that they later requested statements for a different period.)

This is really outrageous. Maybe someone can help me.

Update: The original deposit was made with my Revolut account. I have already sent all the statements for that, but now they also want the statements from the account I used to fund my Revolut account.

Guten Tag,

ich warte jetzt seit fast 4 Wochen auf mein Geld.

Ich habe bei denen (Alf-Casino) 4000€ gewonnen. 2000€ wollte ich dann auszahlen lassen. Die ersten 500€ gingen ohne Verifizierung, die weiteren 1500€ würden erst gehen, sobald mein Konto verifiziert ist.

Ich spiele bei etlichen Casino aber was die alles fordern, an Dokumente hatte ich noch nie. Habe dann zügig alles hochgeladen. Paar Tage später abgelehnt, ohne Begründung. Per Chat wurde ich vertröstet, dass ich noch paar Tage warten soll.

für die komplette Verifizierung, fehlt nur noch Transaktion Nachweis also Kontoauszüge, es wurde immer wieder abgelehnt, auf Nachfrage wurde mir dann irgendwann mitgeteilt, die dürften nicht bearbeitet sein. (habe Buchungen) denen nichts angehen geschwärzt.

Sie wollten für den Zeitraum 7.11.2024-7.12.2024 was ich dann wie gewünscht UNBEARBEITET hochgeladen habe, um endlich mein Geld zu bekommen. Heute wurde es wieder abgelehnt und ein anderen Zeitraum gewählt …Sie wollen nun für den 15.11-2024-15.12.2024 Auszüge haben.

Paar Screenshots habe ich. (Chat Verläufe und das die hinterher Kontoauszüge mit anderen Zeitraum wollen)

das ist echt eine Frechheit. Vielleicht kann mir jemand helfen.

Update: die Einzahlung damals war mit mein Revolut Konto, da habe ich alle Kontoauszüge schon geschickt, jetzt wollen die auch die Kontoauszüge vom dem Konto, womit ich mein Revolut Konto aufgeladen habe.

Dear crismess84,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please confirm you funded your Revolut account from a bank account in your name?
• Could you please explain how much you deposited in the casino and since when have you been a player in this casino?
• Could you please share with me your communication with the casino? 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 to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Could you please confirm that you funded your Revolut account from a bank account in your name? Yes, I can confirm.

Can you please explain how much you have deposited at the casino and how long you have been playing at this casino?

70€ and since December 2024

Could you please share your communication with the casino with me? Send emails or chat transcripts to my email address , or post screenshots here.

I will send it to you by email.

Könnten Sie bitte bestätigen, dass Sie Ihr Revolut-Konto von einem Bankkonto in Ihrem Namen finanziert haben? Ja, kann ich bestätigen.

Können Sie bitte erklären, wie viel Sie im Casino eingezahlt haben und seit wann Sie in diesem Casino spielen?

70€ und seit Dezember 2024

Könnten Sie mir bitte Ihre Kommunikation mit dem Casino mitteilen? Senden Sie E-Mails oder Chat-Transkripte an meine E-Mail-Adresse tomas@casino.guru , oder poste Screenshots hier.

Werde ich Ihnen per Email schicken.

Thanks for your reply.

Unfortunately, I haven't received any further information from you via email.

If you may, please forward the relevant information to my email at tomas@casino.guru

Good evening,

I have sent the documents to the specified email address.

Best regards

Guten Abend,

habe die Unterlagen an die vorgegebene E-Mail Adresse geschickt.

Liebe Grüße

Thank you very much, crismess84, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you crismess84 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Alf Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Dear crismess84,

We sincerely apologies for the inconvenience.

We would like to inform you that it is not in our interest to keep you waiting, or leave you unsatisfied with our website. Once, we receive all the documents and finish the verification procedure of your account. We are more than happy to help you further with your request.

Therefore, we once again, kindly request you to please upload the requested documents which we have requested from 11th of January 2025. We have requested the documents once again via email, keeping Peter in CC.

We kindly suggest you to please upload the documents in a PDF format, via verification tab from your profile and please make sure you have not edited or modified the document. Please upload the PDF as it is. Thank you!

We are waiting for your documents.

Best regards,

AlfCasino team.

Dear crismess84,

We kindly remind you once again to please re-upload the documents in a PDF format as it is, via verification tab from your profile and please make sure you have not edited or modified the document. Please upload the PDF as it is. Thank you!

The document you had uploaded was modified. 

Waiting for your documents.

Best whishes,

AlfCasino team.

Hello,

Nothing has changed and I have been kept waiting for three months now. I am happy to send the requested documents to Mr Peter again.

I am registered and verified with at least 20 different casinos/sports betting sites (I can provide evidence of everything if I want) and it is very strange that it just doesn't work with you.

Hallo,

da wurde definitiv nichts dran geändert und so werde ich jetzt mittlerweile seit 3 Monaten hingehalten. Ich kann gerne die angeforderten Unterlagen nochmal Herrn Peter zukommen lassen.

ich bin bestimmt bei mindestens 20 verschiedenen Casino/Sportwetten angemeldet und verifiziert,(kann gerne alles belegen) es ist schon sehr merkwürdig, dass ich nur bei euch es nicht klappt.

Dear crismess84,

As we had informed the document you had uploaded seems to be modified.

Therefore, once again we kindly request you to please re-upload the documents in a PDF format as it is, via verification tab from your profile and please make sure you have not edited or modified the document.

Repeating it once again! Please upload the requested document in a PDF format as it is.

You should be able to find the details of what we are requesting you to upload from your verification tab. Please make sure you share documents for the entire months which has been requested. Thank you!

Waiting for your documents.

Best whishes,

AlfCasino team.

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 crismess84,

We hope you understand, we have no intention to keep you waiting or unsatisfied with our website.

We are happy to inform you that your account has been verified and you can proceed with your Alf Casino account.

Your patience, understanding and co-operation in this situation are truly appreciated!

Our team wishes you all the best for your future activities!

Best regards,

Alf Casino team.

Thank you for the update Alf Casino representative.

Dear crismess84, let us know if this resolves your issue or if you require any further assistance. Thank you in advance!

Thank you dear Casino Guru Team,

I was verified and was able to withdraw the amount.

Thanks again to the representative of AlfCasino.

Vielen Dank liebes Casino Guru Team,

bin verifiziert und konnte den Betrag auszahlen lassen.

Danke auch nochmals an den Vertreter von AlfCasino.

Dear crismess84,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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,

Peter