Alf Casino - Las ganancias del jugador fueron confiscadas.

He gave me 10 free spins of €0.20, gave me a bonus and I won the amount of €1235.81, he let me play various games and after a while the amount disappeared and they only left me €80 with the excuse that they can only leave me €80 because the terms say so (there is no such thing, I read the terms and they wrote that I can receive the entire amount as long as I wager X40, after the chat they said that they can't find my win anywhere, I sent them the ID of my big win, I also had everything in a screenshot as well as the terms (and after that they told me that I was right but they can't find my win)

Μου έδωσε 10 free spin των 0.20€ με έβαλε μπόνους και κέρδισα το ποσό των 1235.81€ , με άφησε έμπαινα σε διάφορα παιχνίδια και μετά από λίγο το ποσό εξαφανίστηκε και μου άφησαν μόνο 80€ με την δικαιολογία ότι μπορούν να μου αφήσουν μόνο 80€ επειδή το λένε η όροι ( δεν υσχει κάτι τέτοιο διάβασα τους όρους και έγραφαν ότι μπορώ να λάβω όλο το ποσό αρκεί να τζιράρουν Χ40 , μετά την συνομιλία στο chat λέγανε ότι δεν μπορούν να βρουν την νίκη μου πουθενά τους έστειλα Id της μεγάλης μου νίκης επίσης τα είχα όλα σε screenshot όπως επίσης και τους όρους ( και μετά από αυτό μου λέγανε ότι έχω δίκιο αλλά δεν βρίσκουν την νίκη μου )

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Alf Casino. I checked the terms and conditions of the casino and found this: https://alfcasino10.com/gr/rules

7.15 If you received free spins without a deposit, you agree that your winnings from this offer will be capped at EUR 80, in addition to the x40 (forty) wagering requirement on the resulting winnings.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you believe the maximum win amount was applied incorrectly? What were the circumstances?
• Were you able to request a payout?
• Have you passed account verification?
• Could you please share with me your communication with the casino support regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

In the terms there was no maximum withdrawal limit from bonuses, also as soon as I won it said in my profile a bet of X40, (but for some reason immediately after 5 minutes they disappeared and became €80 without me wagering them) they also ask me in the history for the game ID which I explain to them that it does not exist

Στους όρους δεν υπήρχε ανώτατο όριο ανάληψης από μπόνους , επίσης μόλις τα κέρδισα έλεγε στο προφίλ μου ποντάρισμα Χ40 , ( αλλά για κάποιο λόγο αμέσως μετά από 5 λεπτά εξαφανίστηκαν και έγιναν 80€ χωρίς να τα τζιράρω) επίσης μου ζητάνε στο ιστορικό το id game το οποίο τους εξηγώ ότι δεν υπάρχει

Thanks for your reply.

We accept the situation where the win limit from the general terms and conditions or general bonus terms and conditions is enforced when playing with bonus funds.

Is there any evidence to suggest the bonus win limit was enforced incorrectly?

Could you please share any related communication between you and support with me? Send it to my email at tomas@casino.guru so we may review it.

Looking forward to your reply.

Dear kriss1993,

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.

The casino replied that the bonus winning limit was €80, something like that doesn't exist. I saw it but I didn't think that something like that would happen on their part, so I didn't take a screenshot. When I won the large amount, they let me play normally for 5 minutes and then they automatically removed it. In other cases, as they report and it has happened again, it is removed immediately after the end of the game and not after 5 minutes. The casino simply never wanted to give that money.

Το καζίνο μου απάντησε ότι το όριο κέρδους του μπόνους ήταν 80€ κάτι τέτοιο δεν Υσχει το είδα αλλά δεν σκευτηκα ότι θα προκύψει κάτι τέτοιο από μεριά τους οπότε δεν έκανα screenshot, όταν κέρδισα το μεγάλο ποσό με άφησε κανονικά να παίξω 5 λεπτά και μετέπειτα το αφαίρεσαν αυτόματα , σε άλλες περιπτώσεις όπως το αναφέρουν και έχει ξανά συμβεί αφαιρείται αμέσως μετά το τέλος παιχνιδιού και όχι μετά από 5 λεπτά , απλά το καζίνο δεν ήθελε ποτέ να δώσει αυτά τα χρήματα

Thanks for your reply

I understand your frustration from not being able to withdraw your winnings in full; however, without further information or evidence, there is little we can accomplish.

Reducing winnings from a no-deposit bonus is an almost universal practice in online casinos. We accept the situation where the amount of the maximum win is specified in the general bonus terms and conditions or general terms and conditions.

Please let me know if there is any other information regarding your win and payout that we may assist you with.

Looking forward to your reply.

Dear kriss1993,

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.

I don't have anything more to say, I explained to you that I received the winnings and it stated that the €1,235 had to be wagered X45, approximately, when I won it, it let me play normally with the money and after 10 minutes all the money simply disappeared with the excuse that the terms were a maximum of €80 winnings, which it did not state (I read the terms).

Δεν έχω να πω κάτι παραπάνω , σας εξήγησα ότι έλαβα τα κέρδη και ανέγραφε ότι έπρεπε τα 1.235€ έπρεπε να τα τζιράρει Χ45 ´περίπου, όταν τα κέρδισα με άφησε τα παίξω κανονικά με τα χρήματα και μετά από 10 λεπτά απλά εξαφανίστηκαν όλα τα χρήματα με την δικαιολογία ότι οι όροι ήταν μάξιμουμ 80€ κέρδη, το οποίο δεν το ανέγραφε ( διάβασα τους όρους )

Thanks for the explanation.

As explained previously, the rule about the cap can be found in the general terms and conditions. Without further information, we can only conclude that the win took place during the wagering of the bonus, and after you completed the wagering of the bonus, these winnings were removed. Please let me know if there is any information that would contradict this sequence of events.

If you have any evidence, please share it with me as well.

I didn't take a screenshot, it didn't say anywhere that the maximum winnings are €80 (it actually said that there is no winnings limit as long as the wager is X40) you can Contact the casino

Δεν έκανα screenshot , δεν ανέφερε πουθενά ότι τα μέγιστα κέρδη είναι 80€ ( ανέφερε πραγματικά ότι δεν υπάρχει όριο κερδών αρκεί να γίνει το ποντάρισμα X40 ) μπορείτε να Επικοινωνήσετε με το καζίνο

Thanks for your reply.

Without further information, we are forced to close the complaint, since we can't conclude that there were any unfair practices involved. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.