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

RESOLVED
JoonaH Finland
Posted on November 19, 2018.

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I feel like I am justified to get my whole 720€ withdrawn ( 500€ still pending and 220€ separate withdraw that I lost) as they failed at the responsible gaming system.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

JoonaH Finland
Posted on November 19, 2018.

Update:

Reversed my 500€ withdrawal and got it up to 750€. 500€ has already been processed and 250€ is still pending, so I am not sure if it is okay for me to ask for the 220€ that I lost and won back by reversing the 500€ withdraw.

I still feel like Alf Casino has treated me unfairly. There is no good reason to not offer a 7 day exclusion when player is asking for it even if there are pending withdraws. You can just process them while the account is closed for me.

My question stands, is it legal in terms of responsible gaming to not exclusion while having pending withdrawals when the player is obviously worried about his own gambling?

Also I chatted with their support 2nd time and their conclusion was still the same, no self exclusion while having pending withdrawals. They asked me to read Terms & Conditions and I have so they linked me this https:­//p­rnt.sc­/ljwbcq .


Regards,

Joona

Posted on November 20, 2018.

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 suppor­[email protected]­lfc­asi­no.com or via Live Chat.

Best Wishes,
Administration of AlfCasino.com

JoonaH Finland
Posted on November 20, 2018.

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.

Posted on November 21, 2018.

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

AskGamblers
Posted on November 21, 2018.

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.


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