Complaint #8
Alf Casino
Security & Privacy issues
7 years ago
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.
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.
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.
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.
Alf Casino Complaint Stats
Resolved
15 / 16
Avg. Amount
$1,854
Avg. Complaint Duration
8 days
Avg. Response Time
2 days
Screenshot
