Alf Casino - O pedido de reembolso do jogador está atrasado.

Alf casino has simple live casino cashback. You get 25% in cash with 1x wagering requiment of your deposits lost in live casino.

In last week (22-28 December 2025) I have made 3 deposits, totally 766€. Lost it all on live casino as you can see on screenshot showing live casino history for that period. 23.12 is -66€ , 26.12 is +2800€, 27.12 is -3000$, 28.12 is -500€. Totally it's -766€. I should receive 25% of that amount so it's 191.50€ cashback. They claim that my activity in last week does not meet requiment. The requiment is minimum 5EUR cashback amount. As said before mine cashback amount is 191.50EUR. I have played only because I knew that I will get 25% back even if I loose. Please help.

I attach screenshots of my correspondence with Alf Casino, deposits history, live casino playing history and cashback promotion terms and conditions.

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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.

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

• Have you accepted any bonuses during the promotional period, to your knowledge?
• Have you benefited from this or any other cashback in the past?

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I haven't used any bonuses during this period.

I benefited from this live casino cashback few times before and everything was fine then. This is the first time I have problem with them.

Dear Cinek6,

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, Martina (martina.b@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,

Tomas

Dear Cinek6,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Alf Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not received his cashback?

Thank you in advance for providing the information.

Dear Cinek6,

Thank you for reaching out to us.

We are sorry to hear about your frustration and disappointment.

However, we would kindly like to inform you that the mentioned cashback was not available for your account.

The minimum cashback amount which can be credited amounts to 5 EUR, unfortunately your cashback amount for the mentioned week was below the 5 EUR.

Please note that the cashback is calculated in reference to used bonuses and placed withdrawals.

We hope this helps to clarify the case for you.

Kind regards,

AlfCasino

That's obviously not true.

As You can see on provided screenshots in that week I deposited totally 766€ and lost it all on live casino.

I should get 191.5€ cashback

Dear Cinek6,

Thank you for your reply.

We understand your frustration, however we would kindly like to draw your attention to the following terms and conditions which you agreed upon creating your account:

7.3 We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotions, 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.

We hope this helps to clarify the case.

Kind regards,

AlfCasino

That's very unfair because in email which you sent me then you even encouraged me to play in next week and get cashback in next Monday.

Which I actually did...

So that's your normal practics?

You promise Cashback for looses and when client loose you deny to pay it.

Totally unfair and scammy

Dear Alf Casino Team,

You stated the following:

"However, we would kindly like to inform you that the mentioned cashback was not available for your account.

The minimum cashback amount which can be credited amounts to 5 EUR, unfortunately your cashback amount for the mentioned week was below the 5 EUR.

Please note that the cashback is calculated in reference to used bonuses and placed withdrawals."

I would kindly ask you to further clarify the reason why the cashback was not available for the player’s account, and, if possible, provide a brief explanation of how the cashback amount was calculated in this specific case.

If you wish to send it to me via email, feel free to use: martina.b@casino.guru

Thank you very much in advance for your cooperation. I look forward to your response.

Dear Cinek6, Dear Martina,

Thank you for your reply.

We are currently gathering all information regarding this case with all relevant departments and will contact you as soon as possible with further summary and clarification.

We thank you for your patience and understanding in this case.

Kind regards,

AlfCasino

Dear Alf Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Cinek6, Dear Martina,

We would kindly like to apologize for the delay in your request.

Please be assured that we are prioritizing this case and are currently waiting for the relevant information from the department.

We will contact you with further updates as soon as possible.

Thank you for your understanding.

Kind regards,

AlfCasino

Dear Cinek6, Dear Martina,

Thank you for your patience.

We are happy to inform you that the LiveCasino Cashback from 29.12.2025 has been added to your account.

However, we would kindly like to inform you that this was an exception as per miscommunication from our part.

Please note that at the moment there are no further bonus offers available for your account.

Thank you for your understanding.

Kind regards,

AlfCasino

Dear Alf Casino,

thank you very much for such a kind gesture from your side! It´s highly appreciated!

Dear Cinek6,

have you received already the cashback to your account.?

I have received cashback for week mentioned in first post.

However I was encouraged to play in next week and get cashback next week which I did and didn't received because when I lost they suddenly decided to exclude me from promotions.

I still consider such actions as unfair

Dear Martina,

We would kindly like to ask you to check your emails where we send you additional proof and information regarding the players request.

Please don't hesitate to contact us in case of further questions.

Kind regards,

AlfCasino Team

Thank you Alf Casino Team.

I have sent an email to you, if you will be so kind to check it out, I will be grateful!

Dear Martina, Dear Cinek6,

Thank you for your reply.

We are currently investigating the claim and gather all information needed.

We will contact you with further updates as soon as possible.

Thank you for your patience and understanding.

Kind regards,

AlfCasino Team

Dear Cinek6,

We are happy to inform you that your missing LiveCasino Cashback from the 05.01.26 has just been added to your account. 

We would kindly like to inform you that currently you are not eligible for any future bonus or cashback offers in reference to our terms and conditions 7.3. 

Please note that there my be exceptions depending on the decision of the management and your VIP Manager, however please be informed that no offer will be guaranteed for your account until further notice. 

Thank you for your patience and understanding.

Kind regards,

AlfCasino Team

I have received all my missing cashback.

Thank you for help

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

Dear Cinek6,

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,

Martina