Alf Casino - A retirada do jogador está atrasada.

Alf Casino is delaying my payout again. This time it's 500 euros. It's been 17 days.

They don't respond to emails. They keep asking me to wait in the online chat.

I am attaching a screenshot of the correspondence.

Alf casino снова задерживают мне выплату. На этот раз 500 евро. Прошло уже 17 дней.

На письма не отвечают. В онлайн чате все время просят подождать.

Скриншот с перепиской прилагаю

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Hello,

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 understand the whole situation completely.

• Do I understand correctly that you have made successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

• Yes, I've withdrawn money from this casino before. They delayed the withdrawal last time, too, and you helped me out.
• I didn't go through verification because they didn't require verification.
• I don't remember exactly. But if I did play with the bonus, I cleared it successfully. Otherwise, withdrawals are impossible.

• Да, я уже выводил деньги из этого казино. В прошлый раз они тоже задержали вывод средств и вы мне помогли.
• Я не проходил верификацию, потому что они не требовали пройти верификацию
• Я точно не помню. Но если я и играл с бонусом, то успешно его отыграл. Иначе вывод средств невозможен

Thank you very much for your reply. When was the last time you contacted the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I message them online about every other day. But they always say the same thing and ask me to wait.

They don't respond to emails. It's been 11 days since I emailed them, and they haven't responded.

I will upload screenshots of the correspondence here.

в онлайн чат я пишу примерно через день. Но они пишут одно и тоже и просят подождать.

На письма написанные на емайл они ничего не отвечают. Прошло уже 11 дней, после того как я написал им на емайл, но они ничего не ответили

Скриншоты переписок я загружу сюда

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Alf Casino representative to join this conversation.

Dear Alf Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear MARKKKK,

In order to proceed with your withdrawals, verification of your account is needed.

As our support team requested to you via email.

We would like to kindly inform you that we have informed the verification department regarding that. They informed us that they have received your documents and they will try to finish verification of your account as soon as possible.

We would like to express our gratitude for your prompt action in uploading all the necessary documents for your account verification.

We will keep you updated.

Kind Regards,

Alf Casino Team

I would like to inform you that today Alf Casino sent my money to my wallet.

I would like to thank kasino-azov for your help.

The problem is solved

Хочу сообщить, что сегодня Alf Casino отправила на мой кошелек мои деньги.

Хочу поблагодарить kasino-azov за вашу помощь.

Проблема решена

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

Dear MARKKKK,

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,

Mirka