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Good morning, after making my first deposit at the casino, I did not receive the promised bonuses for the second and third deposits. The promotion is at the following link: https://alfcasino.com/it/promotions and it's called the welcome promotion.

Buongiorno, dopo aver effettuato il primo deposito sul casino, non mi sono stati dati i bonus promessi per il secondo e terzo deposito. La promozione è al seguente link https://alfcasino.com/it/promotions si chiama promozione di benvenuto

Dear Maylis1957,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please advise how many deposits you made into the casino?

Have you activated each of the welcome bonuses in your casino profile?

Have you contacted customer support after you did not receive the second and third deposit bonus?

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

I made 3 deposits, the first bonus was credited to me regularly, the second and third bonus were not! When I wrote in chat the account was subsequently closed!

Ho effettuato 3 depositi, il primo bonus mi è stato accreditato regolarmente, il secondo e terzo bonus no! Quando ho scritto in chat il conto è stato successivamente chiuso!

Did you write to customer support right after you were unable to activate your second deposit bonus?

Did you already play with the money you deposited?

What was the balance in your account when the casino blocked you? Have you received any explanation as to why your account was closed?

I have not received any information about the block! Yes I wrote immediately and they only told me in chat that I was not entitled to the bonuses

Non ho ricevuto nessuna informazione sul blocco! Si ho scritto immediatamente e Mi hanno solo detto in chat di non aver diritto ai bonus

Did you play with the money even though you did not receive the bonus you wanted?

Did you ask customer support to provide you with the 3rd deposit bonus when you made your third deposit as well?

Could you please specify what the balance in your account was when the casino blocked you?

Yes I played once and the bonus was not recognized. The amount of the deposits is 100 euros and 50 euros. Yes I asked in chat and they told me that by decision of the administration I was not entitled to the bonus

Si ho giocato una volta che il bonus non mi è stato riconosciuto. L importo dei depositi sono di 100 euro e di 50 euro. Si ho chiesto in chat e mi hanno comunicato che per decisione dell amministrazione non mi spettava il bonus

I understand, however, I need to clarify what the balance in your account was when the casino closed it. This information is vital for us to decide if we should continue with the investigation. Please note that if your account was closed after you lost your entire balance, we will not be able to assist you. Online casinos are within their rights to close a customer's account if there is no money left or if all winnings have been paid out.

Please let me know your account balance at the time of closure so we can proceed accordingly.

I had 0 balance when they closed my account. But why do they publish on their site the promotion of bonuses on the first 3 deposits and then they don't give them?? It doesn't seem very fair to me!

Avevo saldo 0 quando mi hanno chiuso il conto. Ma perché pubblicano sul loro sito la promozione dei bonus sui primi 3 depositi e poi non li danno??Non mi sembra molto corretto!

According to the Terms and Conditions of Alf Casino:

7.3 We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or a group of customers from the promotion program of the Website at our sole and absolute discretion. In the event of any dispute regarding our promotions (including, without limitation, eligibility, use, abuse, fair play, calculation of winnings and wagering requirements) Company’s decision shall be final and non-negotiable.

I understand how disappointing it can be when a bonus is not granted. However, it is important to note that most online casinos, including Alf Casino, have specific terms regarding their promotions. The casino can decide, without further explanation, whether a player is eligible for a bonus or not. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply.

Since your deposits were used for playing and your account was closed only after your balance reached zero, we regret to inform you that we are unable to offer further assistance. Due to the aforementioned reasons, this complaint will now be rejected. 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.