Alf Casino - Las cuentas de los jugadores han sido cerradas.

I play at "ALF" casino and at 13 other casinos belonging to the same company. I have a single account in my name at each casino. On January 16th, I requested a withdrawal of approximately €45 from each casino (13 in total, more than €500 approximately), and they held the withdrawal. Then they blocked my access to the casinos and canceled the withdrawals.

I have not violated any of their Terms and Conditions with the strategy I used. I play on "Bonus Crab" and in live casino games (bj, roulette, baccarat).

I have made several previous withdrawals at these casinos, but they refuse to give me an explanation as to why they closed my accounts.

I want the money that's inside.

Juego en casino "ALF" y como en 13 casinos mas de la misma empresa. Tengo una sola cuenta en cada casino a mi nombre en todas. El 16 de enero solicite un retiro de alrededor de 45 euros en cada casino (13 en total,mas de 500 euros aprox) y me retuvieron el retiro, luego me bloquearon el acceso a los casinos, cancelaron los retiros.

No he infligido ninguno de sus TyC con la estrategia que usaba. juego, Juego en "Bonus Crab" y en casino live (bj, ruleta, bacarat).

He echo varios retiros anteriores en estos casinos, pero se niegan a darme una explicacion del porque cerraron mis cuentas.

Quiero el dinero que esta dentro.

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 specify whether you used any software, scripts, or automated tools during your gameplay across the 13 casinos operated by the same company?
• Did you play the same games simultaneously across these casinos?
• Have you completed the full KYC verification process in all of these casinos?

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

Could you specify if you used any software, scripts, or automated tools during your gaming at the 13 casinos operated by the same company?

Nothing, just my hands.

Did you play the same games simultaneously at all these casinos?

Yes, one account per casino, all legal.

Have you completed the full KYC verification process at all of these casinos?

No

¿Podría especificar si utilizó algún software, script o herramienta automatizada durante su partida en los 13 casinos operados por la misma empresa?

Nada, solo mis manos.

¿Jugaste a los mismos juegos simultáneamente en todos estos casinos?

Si, una cuenta por cada casino, todo legal

¿Has completado el proceso completo de verificación KYC en todos estos casinos?

No

Dear crixuss123

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, Martin (martin.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,

Veronika

Hello crixuss123,

I am sorry to hear about your ongoing troubles with this issue. I will now take over this complaint from now on. As the first order of business, I would like to invite the Alf Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? I understand the player has had the same issue in 13 casinos of your group. Is there any chance you could provide us with your statement and explain your position to us?

Thank you in advance for providing us with your view of the issue.

Dear Casino Guru,

Players account was closed and funds deducted based on our terms and conditions:

9.3 We reserve the right from time to time to conduct a game play review/review the customer's betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

permanently close your account with the Website and all other partn er websites on our platform and deny any future use of the Website and the partner websites;

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

We hope that this clears up the matter for you.

Kind Regards,

Alf casino Team

Dear Casino representative,

thank you for your response. We are of course aware of the terms in question, but we are more interested in the exact way they were applied. I believe the best way to proceed, is to explain the player's strategy in detail, so we can assess the situation. Please send the evidence to martin.l@casino.guru. Any information shared will remain confidential

You're giving them too many days to respond. They always respond right up until the last day. If you give them 2 or 3 days, they'll respond faster.

Le das muchos días para que pueda responder. Siempre responden hasta el ultimo día. SI les das 2 o 3 días ellos responderán mas rápido.

Dear All,

Thank you for your patience.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Alf Casino Team

Dear casino representative,

thank you for your response, we will be awaiting the result of your review. I am also attaching a link of another complaint filed by the player against Legiano Casino.

Link: https://casino.guru/complaints/legiano-casino-player-s-account-has-been-suspended

Dear Casino Guru,

We are still checking this matter with our relevant department.

In regards to other casino we are unable to provide commentary or assume responsibility for any accounts player possess with other operators.

We function independently; therefore, we adhere to our distinct account management procedures.

We respectfully recommend that you reach out to the respective casino directly for any inquiries or concerns pertaining to that platform.

Kind regards,

Alf Casino Team

Dear Casino Guru,

We are still conducting a thorough review of your case and gathering all the relevant details.

Thank you for your continued patience in the meantime.

Kind Regards,

Alf Casino

Dear casino representative,

thank you for keeping us updated. Nevertheless, I would like to ask you, is there a particular timeframe in which you'll be able to offer your decision?

Dear Casino Guru,

We have emailed the player with instructions on how to proceed further.

Kind regards,

AlfCasino Team

They asked me for my bank details to transfer me

me pidieron los datos bancarios para transferirme

Dear parties,

thank you both for updating us on the matter. Please let us know when any the funds are transferred or any new developments arise.

Dear crixuss123,

as more time has passed, I would like to ask you for an update on the current proceedings. Have you received your funds?

No, I haven't received anything yet.

No, aún no recibo nada

Dear crixuss123,

thank you for letting me know.

Dear Casino representative,

can you please give us some news on the current proceedings?

Dear Casino Guru,

We are processing a refund for the player, will reply once completed.

Kind Regards,

Alf Casino

Dear casino representative,

thank you for your message, we will be awaiting for the confirmation from your side.

Dear Casino Guru,

We are processing players refund, and will keep you updated.

Kind regards,

Alf Casino Team

Dear casino representative,

thank you for your response, we will be awaiting your confirmation.

It's been several weeks since they asked for my account details to deposit the money. They've delayed the payment as much as possible. I've sent them my crypto address through every means possible. Let's put an end to this soon...

Casino Guru, could you reduce the waiting time? Bankonbet is waiting until the last day to respond.

Ya han pasado varias semanas desde que me pidieron mi cuenta para depositarme, han retrasado el pago hasta más no poder, les he enviado mi dirección de crypto por todos los medios posibles, pongamos le fin a esto luego...

Casino gurú, podrías ponerle menos tiempo de espera? Ya que bankonbet espera hasta el último día para responder

Dear crixuss123,

You provided us with Tron address. We only accept:

BTC (Bitcoin)

LTC (Litecoin)

ETH (Ethereum)

USDC (ERC20 network)

USDT (TRC20 network)

USDT (ERC20 network)

Kind Regards,

Alf Casino Team

Dear Casino representative,

Could you please confirm whether the player’s refund will now be processed?

If the casino still intends to pay the player, please let us know the expected timeframe, as the complaint has now been opened for quite some time.

If the decision has changed and the funds will not be paid, please state this clearly in the thread, so we can proceed by requesting the necessary clarifications and evidence related to the case.

Dear Casino Guru,

We have sent players details to relevant department and they are processing this withdrawal.

Kind Regards,

Alf Casino Team

Dear casino representative,

thank you for your response, we hope the payment will be received by the player soon. Please let us know once the transaction is definitively finalized on your side.

Dear Casino Guru,

Withdrawal has been completed, player can check his BTC wallet.

Kind Regards,

Alf Casino Team

I received far less than what I was owed...

It was 40042 clp and I received 24796 clp.

I mentioned that Binance doesn't charge a fee for receiving cryptocurrencies... And Bitcoin hasn't fluctuated enough to warrant such a significant drop.

I have attached receipts

Recibí mucho menos de lo que me debían...

Eran 40042 clp y recibí 24796 clp.

Menciono que Binance no cobra comisión por recibir cryptomonedas... Y el bitcoin no ha variado tanto como para que baje tanto.

Adjunto comprobantes

Dear crixuss123,

thank you for keeping us updated. Additionally, why was the amount 40 042 CLP, not 50 000 CLP - is this the exact disputed amount in this particular complaint?

Dear casino representative,

thank you for your continued cooperation. Could you please address the discrepancy in the amounts?

1. Why was the amount sent from your side 40042 CLP - is this the exact disputed amount in this particular complaint? If so, please let me know, so we can change the official figure in the complaint.
2. Would you be willing to refund the player the remaining 15,246 CLP? In case the agreed upon amount is 40042 CLP, I believe it should be received in full.

Dear Casino Guru,

This is the amount that player had on their account, and player's exact account balance has been successfully refunded to him.

Kind Regards,

Alf Casino Team

Dear casino representative,

Thank you for the clarification.

We suppose the player’s exact account balance was 40,042 CLP. If the casino agreed to refund this balance, the player should receive the full equivalent amount.

According to the player, the Bitcoin payment received was worth only approximately 24,796 CLP, leaving a difference of 15,246 CLP. This cannot reasonably be treated as a completed refund without further explanation. What was the reason for this? Was this caused by currency exchange, payment provider fees or something else?

Unless the above is disproven, please arrange payment of the remaining 15,246 CLP.

I put 50,000 CLP because it's an approximation; my accounts were closed, so I can't see the exact amount in each account.

Bankonbet also sent me less than what I was entitled to.

Puse 50.000 clp debido a que es un aproximado, mis cuentas fueron cerradas por eso no puedo ver cuál es la cantidad exacta que hay dentro de cada cuenta.

En bankonbet también me enviaron menos de lo que correspondía..