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Alf Casino - Security & Privacy issues

RESOLVED
Posted on October 19, 2018

Hi,

I opened an account on Alf Casino, in order to take advantage of the 160% bonus offer and play mainly Endorphina games.

I discovered that after I open any game from Endorphina, Betsoft & Pariplay it doesn't show my real balance but 0.16 EUR initially. It took me few hours to discover that it's my balance I had left on Cadoola casino. Yes, that's correct. On Cadoola I had left 0.16 EUR, bonus balance only. Both casinos share owner.

I have contacted the customer support and I don't receive a definitive answer, just "we are looking into it". The lack of communication is of concern. Also I understand that the first level of customer support lack the technical expertise (that myself because the line of my work can detect such issues and understand what is going on), but they can direct it to someone with the required knowledge.

I investigated furthermore to make sure what the issue is, so if I open any Endorphina game on Cadoola it shows the balance I left there and the configuration on symbols on the reels. Now if I open the same game on Alf, again it shows the same balance & symbols and the one on Alf shows "Game Over". Note, you can't have to instance of Endorphina games on the same account running simultaneously. Wait what !? Aren't two different casinos/projects (as the support explained) ?

I even took a screencast that I play on Alf Geisha by Endorphina, it shows the Cadoola balance there and also it removes funds from Cadoola ! The video is 9MB .webm and is available upon request. I sent it to Alf support already.

Also screenshots that I took after that video (that I will email to AG, because there is an issue with attachments from here). The first one shoes my Cadoola balance with the remaining balance there. Note the symbols on the reels, please. The second is my Alf account. Note my real balance on the left, the symbols on the reels and the balance that the game reports. The third one shows again my Cadoola account after I opened the game on Alf and it shows "Game Over".

Is this happened to others ? Is it because I use the same username and email on both as is my privilege (different passwords, of course) ? Also Endorphina, Betsoft & Pariplay probably are not the most popular providers. Other providers like Microgaming & Push work on Alf and they show the correct balance.

I think that both casino send the same credentials/identity for my two accounts to all providers and then it's a matter of how a provider handles the user account & balance. Because Cadoola was first Endorphina directs me there.

Essentially is like you can connect to bank account on a different bank and remove funds from there ! Consider the security and privacy ramifications.

I believe that this breaks:

1) The Curtacao jurisdiction laws.

Because I am EU citizen.

2) Several security, privacy and antitrust EU laws.

3) The recent GDPR EU regulation on data protection and privacy.

I even verified on Alf, including selfies (something I think is outrageous), now I regret it after the security/privacy issue.

At this point and also because the wager time on Alf is limited (10 days and 6 passed already), I demand the return of my Alf deposit and a request to fix the issue for the rest of their customers.

I allowed and wasted enough time for the casino to fix the issue, that I believe is most severe. I reported to the casino that my next actions will be to go public, contact the jurisdiction & inform the EU authorities.

Thank you for reading this.

Posted on October 19, 2018

Dear valued customer,


Thank you for your appeal and we are really sorry you had such an impression about our casino.


We would like to notify you that the brands operate under the same license and platform, therefore this bug does not indicate that your information has been transferred to third parties or is not secure. We assure you that everything remains confidential and has not been transferred or is available to unwanted sources in accordance with the Privacy Policy and current Terms and Conditions in force.


The technical issue was checked precisely by the relevant department and our team found out that the malfunction cause came from the game provider side. The request has already been sent to the appropriate services and your problem is being solved. Of course, you will be updated accordingly.


We apologize once again for these inconveniences and can assure you that the balance will remain and the bug will be fixed.

AlfCasino Administration would like to inform AskGamblers team that the problem was found only with the current account and was not spread on any other player accounts registered at Alf or Cadoola brands. Thus, we consider this as an isolated case.


Best regards,
AlfCasino Administration

Posted on October 19, 2018

The issue is not isolated to a single provider. I have found that at least Endorphina, Betsoft & Pariplay connect to Cadoola from my Alf account.

Probably the casinos send to the providers a casino ID/key that is apparently common for both plus the username or another form of ID that identifies the player, so the providers can build a simple profile for the player in order to restore incomplete games etc. My guess is that the casinos sending the same information to the game providers for my both accounts and their key is common. Because my Cadoola account created first, the providers don't create a new player profile for my Alf account and instead use the first.

The result is, as already mentioned, I can access the funds of one account from another. Plus I can't play those game on the first one.

My balance also is with a bonus and there is a time limit to wager. Half the time passed already.

Thanks.

Posted on October 21, 2018

Thank you a lot for your quick response.

Once again, we would like to assure you that your personal information isn’t disclosed to the third parties and keeps safe and controlled by our strict privacy policy.

Regarding the issue that you have reported the IT team has already started to investigate your case. We are trying our best and we will update you as soon as possible.

Also, we want to assure you, that the validity of your bonus will be extended/prolonged for the exact period of time the investigation will take. So rest assured that you will have enough time to complete the wagering requirements.

Thank you a lot for understanding, and we will update the case as soon as the relevant department completes the investigation.

Best regards,
AlfCasino Administration

Posted on October 23, 2018

Dear Evaggelos Dimou Fotis,

Thank you for being patient and staying with us.

We would like to inform you that the IT team has precisely investigated this case and the issue has been solved.

Please note that no personal data was transferred to the third parties as all the brands operate under the same license and have a strict Privacy Policy. According to the facts mentioned earlier, all your personal information has remained confidential and secured.

Also, we would like to notice, that as an exception we have extended the validity of your bonus for additional 10 days. The bonus amount which currently is on your balance was credited to your account with the same wager, so you will have time to complete the wagering requirements until the 2nd of November.

As a sign of loyalty and appreciation of your patience, we would like to offer you an additional bonus in the amount of 30 free spins. Just contact the chat when you complete the wagering of the current bonus, and free spins would be credited right away!

If you have any additional questions please do not hesitate to contact us via e-mail suppor­[email protected]­lfc­asi­no.com or via Live Chat.


Best Wishes,
AlfCasino.com Team

Posted on October 23, 2018

Hello,

Except the renewal of the bonus, nothing else changed. I still redirecting to my Cadoola account if I open any game from the providers Endorphina, Betsoft & Pariplay. Including screenshots with a game from each of these providers.

If you contact the providers they will inform you exactly what I did. You are sending to them the same identity for both my accounts.

Without login to my Cadoola account, I can login to my Alf account, open one of these games, place a min bet and it will remove the balance from Cadoola. It's been for more that a week now.

Thanks.

Posted on October 24, 2018

Hi,
it appears like the issue fixed. I can use my balance with the games from the providers already mentioned.

I still have my doubts how and why it happened, but from my perspective we can set this as resolved, already took too long time.

Regards.

AskGamblers
Posted on October 24, 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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