Alf Casino - A desistência do jogador foi adiada.

Problem description:

On June 4, 2026, I requested a withdrawal of €800.00 via bank transfer. As of today (June 22, 2026, more than 18 days later), the money has neither arrived in my bank account nor has the casino completed the processing.

The casino's system still shows the status as "Processing" (reviewing your transaction request). When I access the verification page in the menu, it generally indicates that documents need to be uploaded, but I receive no specific information from support via live chat or email about exactly which documents are missing or why the process is so extremely delayed. Instead, I'm only given standard phrases. My remaining real money balance in the casino account is currently over €10,354, which is why transparent processing is very important to me.

I have attached screenshots of the requested transaction, including the ID and the current status. I kindly request that you mediate in this matter so that the casino finally releases the payout or informs me of its specific requirements.

Thank you so much for your help.

Sincerely,

[redacted]

Problembeschreibung:

Ich habe am 04.06.2026 eine Auszahlung von 800,00 Euro per Banküberweisung beantragt. Bis heute (am 22.06.2026, also über 18 Tage später) ist das Geld weder auf meinem Bankkonto eingegangen, noch wurde die Bearbeitung vom Casino abgeschlossen.

​Im System des Casinos steht der Status unverändert auf „In Bearbeitung" (Überprüfung der Transaktion Ihrer Anfrage). Wenn ich die Verifizierungsseite im Menü aufrufe, wird mir zwar allgemein angezeigt, dass Dokumente hochgeladen werden sollen, jedoch erhalte ich vom Support im Live-Chat und per E-Mail keine konkreten Angaben darüber, welche Nachweise genau fehlen oder warum der Prozess so extrem verzögert wird. Ich werde stattdessen immer nur mit Standardphrasen vertröstet. Mein restliches echtes Guthaben auf dem Casino-Konto beträgt derzeit noch über 10.354 Euro, weshalb mir eine transparente Abwicklung sehr wichtig ist.

​Ich habe entsprechende Screenshots von der beantragten Transaktion mit der ID sowie vom aktuellen Status beigefügt. Ich bitte Sie höflich darum, in diesem Fall zu vermitteln, damit das Casino die Auszahlung endlich freigibt oder mir mitteilt, was konkret gefordert wird.

​Vielen Dank für Ihre Hilfe.

​Mit freundlichen Grüßen,

[redacted]

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.

Dear stiller,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Could you please post a screenshot of your account's verification page?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hello Jean,

Thank you for your support. Here are the details regarding your request:

Last withdrawal: After the misunderstanding with my partner's account was resolved, my casino account was reactivated. I then wagered a bonus and the subsequent withdrawal was successfully processed on June 1, 2026.

Bonus status regarding winnings: Yes, I played with a bonus. The casino has already properly deducted the corresponding bonus amount after the wagering requirements were met, so these are legitimate winnings.

The current problem: At that point, my account was already fully and successfully verified. Now that I've made a large win, the casino is suddenly demanding complete verification from me again. There's no apparent reason for this, as nothing has changed in my information and I had already completed the process. It seems that the payout is being delayed for no reason due to the size of the win.

Attached you will find a screenshot of my current verification status in my casino profile. (Note: Remember to attach the screenshot of your verification page in the Casino Guru portal, as Jean requested in 1782218730457.jpeg).

Best regards,

[redacted]

Hallo Jean,

​vielen Dank für die Unterstützung. Hier sind die Details zu Ihrer Nachfrage:

​Letzte Auszahlung: Nach der Klärung des Missverständnisses mit dem Konto meines Lebensgefährten wurde mein Casino-Konto wieder freigegeben. Ich habe danach einen Bonus umgesetzt und die darauffolgende Auszahlung wurde am 01.06.2026 erfolgreich abgewickelt.

​Bonus-Status bei den Gewinnen: Ja, ich habe mit einem Bonus gespielt. Das Casino hat den entsprechenden Bonusbetrag nach dem Umsetzen bereits ordnungsgemäß abgezogen, sodass es sich hierbei um die rechtmäßigen Gewinne handelt.

​Das aktuelle Problem: Zu diesem Zeitpunkt war mein Konto bereits vollständig und erfolgreich verifiziert. Nachdem ich nun den hohen Gewinn erzielt habe, verlangt das Casino plötzlich schon wieder eine komplette Verifizierung von mir. Es gibt dafür keinen ersichtlichen Grund, da sich an meinen Daten nichts geändert hat und ich den Prozess bereits vollständig durchlaufen hatte. Es erweckt den Anschein, dass die Auszahlung aufgrund der Gewinnhöhe grundlos verzögert werden soll.

​Im Anhang finden Sie einen Screenshot meines aktuellen Verifizierungsstatus im Casino-Profil. (Hinweis: Denke daran, den Screenshot deiner Verifizierungsseite im Casino-Guru-Portal anzuhängen, wie Jean es in 1782218730457.jpeg gewünscht hat).

​Viele Grüße,

[redacted]

Update regarding my complaint:

I contacted Alf Casino's live support again today to inquire about the status of my withdrawal. As you can see in the attached screenshots (1000288010.jpg, 1000288012.jpg, 1000288014.jpg), the support representative "Soren" explicitly confirmed that "everything is fine on our end".

Despite this confirmation, the payout is still being delayed, and the blame is being shifted to an external provider. I've been getting the runaround with these exact same standard phrases for weeks now. Since there are clearly no technical problems or missing verifications on my end, I politely request that Casino Guru mediate in this matter. Thank you very much.

Update zu meiner Beschwerde:

​Ich habe heute erneut den Live-Support von Alf Casino kontaktiert, um nach dem Verbleib meiner Auszahlung zu fragen. Wie man in den beigefügten Screenshots (1000288010.jpg, 1000288012.jpg, 1000288014.jpg) sehen kann, hat der Support-Mitarbeiter "Soren" explizit bestätigt, dass "auf unserer Seite alles in Ordnung ist".

​Trotz dieser Bestätigung wird die Auszahlung weiter verzögert und die Schuld auf einen externen Anbieter geschoben. Ich werde nun schon seit Wochen mit genau diesen Standard-Phrasen hingehalten. Da es offensichtlich keine technischen Probleme oder fehlende Verifizierungen von meiner Seite gibt, bitte ich Casino Guru höflich darum, hier zu vermitteln. Vielen Dan

Dear stiller,

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, Samko, (samuel.s@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,

Jean

Dear stiller,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Alf Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Alf Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear all,

Thank you for your patience.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

AlfCasino

Alf Casino has been writing this for weeks

Das schreibt Alf Casino seit Wochen

I was just on the Alf Casino website and checked the status; it now says I don't need to verify my account and the €800 is still being processed.

Wahr gerade bei alf casino drin und habe geschaut wie weit es ist jetzt steht drin muss mein Konto nicht verifizieren und die 800 Euro sind immer noch in bearbeitung

The withdrawal of €800 was requested on June 4, 2026, and has remained stuck on 'Processing' for almost a month. Support is demanding in the chat that I deposit more money to unlock a withdrawal method, even though I want to withdraw my legitimate balance. Please help me get the casino to manually release the amount.

Die Auszahlung von 800 € wurde am 04.06.2026 beantragt und steht seit fast einem Monat unverändert auf 'In Bearbeitung'. Der Support verlangt im Chat von mir, dass ich weiteres Geld einzahlen soll, um eine Auszahlungsmethode freizuschalten, obwohl ich mein rechtmäßiges Guthaben auszahlen möchte. Bitte helfen Sie mir, dass das Casino den Betrag manuell freigibt."

Hello Samuel,

Thank you so much for your support. There is indeed an important update: My casino account has now been successfully verified. I am now waiting for the withdrawal to finally be processed and released.

Best regards!

Hallo Samuel,

​vielen Dank für die Unterstützung. Es gibt in der Tat ein wichtiges Update: Mein Casino-Konto wurde mittlerweile erfolgreich verifiziert. Ich warte nun darauf, dass die Auszahlung endlich bearbeitet und freigegeben wird.

​Viele Grüße!

Hello stiller,

thank you for the update. I'm glad to hear that your account has now been successfully verified.

Based on what you mentioned earlier regarding your conversation with the live chat, it might also be worth considering cancelling the current €800 withdrawal request and submitting a new withdrawal for €500 instead, if that is indeed what they suggested. Of course, only do so if you are comfortable with it and if it does not affect your position.

Please keep me informed about any developments, especially whether the current withdrawal is processed or if you decide to try the alternative approach. I'll wait for your next update before taking any further steps.

Dear all,

Thank you for the patience.

We would like to inform you that your account is verified, and your withdrawal it will be proceeded soon.

Kind regards,

AlfCasino

Hello everyone,

Dear Alf Casino,

thank you for confirming that the player's account has been successfully verified and that the withdrawal will be processed soon. I appreciate your cooperation.

Dear stiller,

please keep me informed once the funds arrive in your account. As soon as you receive the withdrawal, let me know and we can proceed with the next steps accordingly.

I will await your update.

Thank you very much, I will keep him updated.

Vielen Dank ich werde ihn auf dem laufenden halten.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear stiller,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel