Complaint #11 Alf Casino

Failed to respect with my request for cool off period, stalling payments

By Joona H.

7 years ago

Hi.
I had 720€ withdrawals on my account when I asked for cool off period.
I clearly stated that I might have a problem with my gambling and I might reverse my withdrawals and lose them.
I asked for 7 day cool off period, but I got denied as the chat support said: " We cant close your account for 7 days as you have pending withdrawals. Please wait for our financial department to process them first. "
That made me worried and I complied saying that I will try my best not to reverse and play with my withdrawals.
Well, today I lost control and lost a total of 280€ because I reversed my withdraw and played it.
I still have 500€ pending and I am afraid.
Is it legal for casino to not offer cool off period while having pending withdrawals when the player is clearly afraid of his own gambling?
Also their 0-24h withdrawal process time is in their working hours, not normal hours. They work 9:00-18:00 GMT a day ( excluding weekends ) so it might take long for me to get my withdraw. Feels like a scam.
I feel like I am justified to get my whole 720€ withdrawn ( 500€ still pending and 220€ separate withdraw that I lost) as they failed at the responsible gaming system.

Regards,
Joona

Disputed Casino Alf Casino

Reason Delayed payment

Amount €500

Discussion

AskGamblers

• Support Team

7 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Alf Casino

• Representative

7 years ago

Dear valued customer,

Thank you for your reply!

As we kindly mentioned in the message above, we do not have a cool-off period. However, we are working every day to improve our service and once this option is available you will be able to use it.

In case you have any additional questions, do not hesitate to contact our Support Team, please.

Best regards,
Administration of AlfCasino.com

JoonaH

• Finland • 6 reviews

7 years ago

Hi AlfCasino.
Thank you for your reply and withdrawal process.
I hope that in the future, you will have an option to have a cool-off option while having pending withdrawals, or an option to make it impossible to reverse withdrawals.
I still kinda feel bitter as this could have gone terribly wrong on my side, but I got lucky.
Also I am still wondering if it is okay in term of responsible gaming to not offer cool-off period while having pending withdrawals..
I feel like this complaint can be marked as resolved.

Alf Casino

• Representative

7 years ago

Dear valued customer,

First of all, let us congratulate you on your winning at our website! We hope you enjoyed playing with us.
We would like to inform you that your payout will be made on 21.11.2018.
Our Financial Department will notify you about executed withdrawal request by email.

We want to pay your attention to the fact that currently, AlfCasino does not have a cool-off option which would restrict your access to the website, allowing to process the payouts. However, we are always ready to provide you with the links to applications which can restrict your access to the gambling projects.

If you have any additional questions please do not hesitate to contact us via email support@alfcasino.com or via Live Chat.

Best Wishes,
Administration of AlfCasino.com

Alf Casino Complaint Stats

Resolved 18 / 18

Avg. Amount $1,706

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Alf Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 14 out of 14 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

Alf Casino Complaints

See all complaints for this casino

Withdrawal problems and no response

I made my first withdrawal request on July 19. On July 23, my withdrawal was cancelled without any explanation. I contacted customer support, but they couldn't tell me why the withdrawal had been cancelled.

I submitted a new withdrawal request, and it has been stuck in "Pending" status ever since. Every time I contacted customer support, they gave me the same response: they apologized and assured me that I would receive my money soon.

Now they have stopped responding to me altogether.

Resolved

€500

Today is July 19th, and the funds have still not arrived in my account

I am writing to inquire about my payments of 1900 PLN, which was scheduled for July 8th. Today is July 19th, and the funds have still not arrived in my account.According to your standard procedures, the processing time should take up to 3 days. However, it has now been nearly a week of delay.Could you please urgently check the status of this transfer and inform me when I can expect the money?

+ They give me kyc to do 10 days ago I did it instantly and they ignore me on support with (kyc pending)... kyc pending for 10 days even tho its completed.

Resolved

zł1,900

Withholding payment since the 19th May

Good morning.

I hope you are well.

I have three withdrawals pending with Alf Casino; one from the 19th May, another from the 20th May and another from the 21st May, totalling €1500.
I have a further €1009.09 awaiting withdrawal on the account (you are only allowed 3 pending withdrawals of a maximum of €500 each).

Meaning in total there is €2509.9 outstanding.

I have had previous withdrawals.

I have followed this up by email, only to be fobbed off with 'We're working on your withdrawal' etc.

I have made a formal complaint, yet I have still not received anything.

I have attached screenshots showing all of the above.

I would very much appreciate your assistance with this matter.

Should you require anything more from me, please don't hesitate to ask.

Thank you.

Resolved

€2,509

Delayed payment 1500

Hi, I would like to file a complaint because it's been a week and a half and I still haven't received my withdrawals. I've contacted support multiple times and they keep telling me there are delays, so I'm starting to fear that I will never get my two $750 withdrawals because there's someone here who has been waiting for a month...

I just want to get paid and move on, but I have no other option but to file a complaint with you to possibly resolve the situation.

my account is not under verification

Resolved

$1,500

Withdrawal delayed since March 27th

I won 2358 dollars on March 27th.

I'm only allowed to withdraw 750 at a time.

Since March 27th, almost a month ago, I have yet to receive even one payment from Alf Casino.

It shouldn't take this long to get a payment. I have to request withdrawals 4 times to be fully paid.

This is an unacceptable time frame to process withdrawals.

I would like to resolve this issue, please.

Resolved

$2,358

Withholding funds delayed withdrawal

I am submitting a complaint regarding a delayed withdrawal that has not been processed within the casino’s stated timeframe.

Withdrawal requested on March 24. The casino states withdrawals are processed within 3–5 business days. This timeframe has now been exceeded.

Despite multiple contacts with support, I have only received repeated assurances that the withdrawal is in progress, in the “final stage,” and being treated as a priority. However, no payment has been made and no confirmed payment date has been provided.

I was also encouraged by support to deposit additional funds (USD 1,000) to reach VIP level to allow faster withdrawals, which I declined.

The casino has now moved my case into a complaint process stating it may take up to 10 more days, without resolving the overdue withdrawal.

This is a clear delay beyond stated terms with no valid justification.

Desired outcome:
Immediate processing and payment of all pending withdrawals without further delay or conditions.

Resolved

$5,271

Withdrawal issue

Good evening, I sent three withdrawals to alf casino over the past week each of 500 euro each as this is the maximum you can withdraw at any time. The first two withdrawals went through no problem at all. The last one which was requested on the 19-03-2026 still hasn't been processed. They advise 3 business days and its 5 business days now and still no sign of it. I have been on to the chat a few times and they cant give me an update and provide the same generic answer. I sent an email also and the same generic answer also.

Resolved

€500

Refuses to complete account verification and blocks withdrawal of 1676e balance

My name is < full name removed due to the privacy>, and on August 8, 2025, I won a total of €2,176 at AlfCasino while playing with their welcome bonus. After completing the wagering requirements, I successfully withdrew €500 (the daily withdrawal limit).

When I requested another €500 withdrawal, the casino required account verification. I submitted all requested documents, but there has been a long and unreasonable delay.

The casino asked for a bank statement from 15.7.2025–15.8.2025, even though the bank account I deposited from was only opened on 5.8.2025. I explained this multiple times, provided official proof of when the account was created, and submitted a bank statement covering 5.8.2025–15.8.2025 — the only possible range.

Despite that, they kept rejecting my documents, giving mixed instructions (first to upload via site, then by email). After several weeks, they finally accepted the documents for review. That was over two weeks ago, and nothing has happened since. They no longer reply to my emails, and my account remains “under verification.”

This has now taken over 2.5 months in total. I have €1,676 remaining in my account balance, which I cannot withdraw because the verification is not completed.

I will provide:

Proof of my remaining balance (€1,676)

Proof that my account is still under verification

Screenshots of my chats with the casino (in Finnish and translated to English)

AskGamblers, please help me resolve this. I have cooperated fully, provided every possible document, and yet the casino refuses to finalize verification and release my winnings.

Kind regards,

Resolved

€1,676

Withdrawal delayed

It's been close to a month since I've won money and withdrew my winnings and I didnt get any withdrawal yet. The website shows I dont need to be verified. I've contacted support multiple times and they are extremely not useful whatsoever. I've attached the necessary screenshots to show case my proof. I'ts been since july 8 that Ive been waiting. I respected the withdrawal limit. Every time I contact their support they just tell me to wait and offer no solution. I won a total of 6345 dollars.

Resolved

$6,345

Unfairly removed balance and slow withdrawals, awaiting payout

I've made my first deposit on the site, which was 800€ and I have paid with my Crypto.com card.

Unfortunately I was not automatically credited for that amount, therefore I had to get in touch with the support - who told me to wait 24 hours. I did, and the next day the amount was still not credited - and then it got added to my account manually.

In the meantime I won - and tried to cashout 1x 800€ and 1x 500€ amounts.

During this time I was asked for KYC which I have provided. I was waiting and waiting, and one day I saw that my withdrawal was marked as "Internal completed". I have asked for an elaboration on the topic, and I got the information that they marked it as a "technical error".

What happened was when someone added the 800€ to my account, the initial deposit was also marked as completed - and they decided to deduct my own money from my account.

After some back and forth, this is currently the 20th+ day for a complaint to be in progress with them, and they do not seem to investigate my case properly or to do anything at all.

In the meantime I have now 2 withdrawal requests with them, I wonder what they are going to answer as an excuse to not to pay me out in time (which is disclosed in their TOS), or to just straight on reject it.

I am waiting for my total 2400€ to receive to my provided LTC account as soon as possible.

Resolved

€2,400