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Alf Casino - Account locked and €4,500 balance taken without any proof

RESOLVED
Complaint Info
Disputed casino Alf Casino
Reason Bonus terms violation
Posted on May 19, 2020

Hello AskGamblers,

On the 11th May I signed up and deposited 200€, taking their 100% welcome bonus. I played on some slots and managed to get some big wins. I completed the wagering on the bonus and withdrew 4500€.
2 days later I had an email asking for Proof of ID and proof of card holder- things I thought were verified on sign up. I've sent everything they asked. (even a selfie of me holding my ID with backround of their site as they asked)
Hours later I get the same email asking for a selfie again because of the resolution. So I sent them off again. They approved the 2nd selfie and everything seemed to be ok. After that i tried to withdraw my money but my account was locked! I immediately contacted live chat and they told me that they cant give me more information about that! A bit later i received a new mail that accused me that i violated terms and conditions!? After 2 replies asking information about what happened exactly, they told me that:

"Your account was reviewed thoroughly by the relevant department and as evidences for a violation of our Promotional Terms and Conditions were found, your account has been closed. Also please note that this decision is final.

We will not be able to offer you details of the checks which were made, however the section of the Welcome Bonus Terms relevant to your case is 11.1 : https:­//p­rnt.sc­/sg7xqz

We hope this helps and we wish you a lovely evening. If you have any other questions, feel free to contact us again.

Best Wishes,
Alf Casino Team "

So i dare them to give me details about what i did!! because these things they accused me never happened. Basically they banned me and deleted my money. How can this casino be legal. Authorities should do something about that. I hope all this is a misunderstanding or human error cause i will go further to get justice.
With your help I'd like to try and get this complaint sorted amicably and get my 4500€ in my bank where it belongs.

Thank you very much.
Harry

Posted on May 19, 2020

Dear player!

We kindly want to point out that your account was closed due to suspicions of fraudulent activity in accordance with point 7.10 in our General Terms&Conditions which states the following:

In case we, in our sole discretion, believe that a customer is involved in any fraudulent activities, we reserve the right to close the customer’s account at AlfCasino and all other partner casinos on our platform. Furthermore, we reserve the right to void any winnings obtained, cancel any pending withdrawals, and refund the last deposit made into the account.

The reason behind this decision was the fact that you violated General Terms and Conditions of our website, specifically you delayed the bonus round in slots which is against our Terms and leads to the cancelation of the winnings and to the account closure. This information can be found in paragraph 11.1 of the Terms of the Welcome Bonus package:

Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement is prohibited. If fraud, manipulation or violation of Terms and Conditions is detected, Administration has a right to cancel all winnings and bonuses on game account.

Based on this your winnings were deducted and your account has been closed.

If you have any further questions do not hesitate to contact us via Live Chat or via email suupor­[email protected]­lfc­asi­no.com

Best regards,
AlfCasino Team

Posted on May 19, 2020

"Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement is prohibited. If fraud, manipulation or violation of Terms and Conditions is detected, Administration has a right to cancel all winnings and bonuses on game account."

This NEVER happened. I completed my last 20% wagering at a single game, without having any game rounds, free spins, or bonus features. So there is no point on Deleting my account and balance! UNLOCK my account so i can check logs and prove it to everyone here that im right and u just dont want to pay my winnings.

AskGamblers
Posted on May 19, 2020

Dear Alf Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­[email protected]­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

AskGamblers
Posted on May 22, 2020

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Alf Casino management acted in accordance with their Terms and Conditions. Moreover Alf Casino sent to the player all evidence /gaming history/.

Based on the above mentioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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