Alf Casino

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

Hi. I must write u again.its not about the money,just want justice.
I deposit ethereum on alfcasino(0.3)-was 38 usd then
my deposit is still pending there.
i ask what happen with the fund the told me cause transaction is not completed.
in attach i send u screenshots with
complete documentation confirming the successful transaction and mail from the company who transfer the money.
p.s with crypto deposits first i need withdrawal funds from my adress to casino adress.
second i must verify transaction thru my e mail.

Hey Alf Casino Support,

I subscribed to Alf Casino around 12 days ago, made a 95 euros deposit with a non-sticky bonus 100%, that I cancelled after my first couple of wins, since I did not want to play with it in the end. I never entered the “bonus money area” and wagered quite a lot before cancelling it (definitely much more than the total initial deposit, I can prove that with the gaming history). I managed to get up to approximately 1200 euros with a lucky 4 euros bet per spin bonus that paid around 300x on Lovely Lady, and made my two first withdrawal of 500 over 48 hours. I then continued playing with raw cash.

After verification of identity and my ecoPayz account, I received my first payment of 500 a couple of hours after the verification was done, and then troubles started to appear. Current situation is that I have only two withdrawals that has been paid (I subscribed to Alf Casino and made my first withdraw on 19/09/2019, we are now 30/09/2019). Three other withdrawals are now pending for days but are being overdelayed and another 3300 euros balance that I cannot withdraw due to the T&C’s, let me explain below:

In the T&C's, it is said that we as players, are allowed max 500 euros ( amount varies a bit according to VIP level) per withdrawal, per 24 hours and total amount capped at 3 withdrawals simultaneously . It is already some quite tight restrictions for players that play higher stakes on casinos since it will take a long time to cash out decent money won.

The customer promise is to process the withdrawal request within 24 hours, and make the payment within 1–3 business days  (confirmed several times when I asked the live chat support, and on Ask Gamblers, I can even notice that for E-Wallets it's 24 hours  for approval + 24 hours for payment) , after the account has been verified  (mine has been successfully verified on monday 23/09/2019 ) . Up to here it is understandable, even if I find that strict. But whatever, it is your rules not mine, and I agreed with them when joining the platform.

The trick here is that I’ve won a total of 5800 euros, and only the first two withdrawals have been paid until now. I made the three next requests according to your rules, 24 hours between withdraws total of 3 max  on   22/09/2019 (which has been paid now on 27.09.2019 , much longer than 48 hours total) , 23/09/2019, 24/09/2019 and the latest that I could request since I finally got the second payment on 27/09/2019. On the side, I still have 3300 pure cash balance, and six days ago, they’ve sent me the mail below when I requested the schedule of payment  (on the advice of the Live Support ) .

Mail that came in from the Finance Department of Alf Casino on 24/09/2019 in response to my request:

" Congratulations on your winning!
We would like to inform you that your payouts will be made in full accordance with the following schedule:
To be executed on 27.09.2019 - 500 EUR
To be executed on 02.10.2019 - 500 EUR
To be executed on 07.10.2019 - 500 EUR "

My view on this:

To be executed on 27.09.2019 - 500 EUR --> I guess that this one concerns the request made on 22/09/2019, note that this one has now been paid on 27/09/2019 as explained earlier, but still 5 days for payout
To be executed on 02.10.2019 - 500 EUR --> I guess that this one concerns the request made on 23/09/2019, so 9 days total for payout
To be executed on 07.10.2019 - 500 EUR --> I guess that this one concerns the request made on 24/09/2019, so 13 days total for payout

Apparently, according to their T&C’s, they have the right to do that to any player. If they want to choose their withdrawals limit, amounts, timing and anything they want to modify, they can. And without even giving an explanation.

The summary here is that I had to wait 3 days for one payment, then 8 days for another one, and then 13 days for the last one. Remember that I am not allowed to make more than 3 withdrawal request at a time, and still have 3300 euros balance that I would like to cash out. It means that at this pace, it will take me around two months to cash out 5800 euros total, since they do not operate withdrawals during the weekends.

On top of that, some assistants from the Live Chat pretended that it takes 3–5 business days for a payment to be visible on an ecoPayz account. Lies could work with some people, but not with a digital native player. I know it works the same for Skrill, Neteller, ecoPayz, PayPal. When you make a payment to another account, it is instantaneous, no need to justify the overdelayed payments with fake information. And it is also mentionned here on Ask Gamblers, 24 hours max for E-Wallet payments...

My account is verified, my identity is verified, my ecoPayz account is verified, and I am playing with raw cash. I see no reason for all that happening to me !

One solution is to allow me to request a full cash out of 3300 in one single withdrawal to my ecoPayz account to clear my balance and let me move on (I assume they can according to the same T&C 6.18 that is currently delaying my payments).

Another solution is that they respect the 1–3 business days per payment maximum, which theoretically allows me to make one cashout per 24 hours after three days, since the first withdrawal request gets validated after 72 hours and clear one spot in a chain every 24 hours.

Maybe I am right, maybe I am wrong but if this gets approved through AskGamblers, I guess that we have a case, and maybe here, we will be able to solve it together. It's also a pity for me since the Alf Casino platform is very nice to use, games selection is superb and live support is very friendly and available even during more complex conversation.

I can obviously provide evidence of everything I explained since I stored screenshots of all almost all my activity, balance update, since the beginning. If you have any other question or want some other clarification or screenshots, please let me know.

Thanks in advance,
Daeleve

---
Foot-note: I already exchanged mails and tried to find a solution with the KYC Department, Financial Department, the Customer Support, and the Live Support of Alf Casino, over the past days, but they do not really answer something different than this kind of mail I received today, relying only on the statement made in their T&C's:

"Dear *****,
Thank you for your reply.

We do understand your inquiry/request however the payments will be processed as we advised earlier. For your reference, please find below the relevant section in regards to your inquiry on the pay-out schedule:

6.18 The casino administration reserves the right to make payments according to individual schedule, set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the method of withdrawal, your account level or other relevant factors.

6.19 Requests to withdraw funds are worked through by the Financial Department within 3 business days of the request being made after the account is verified through the provision of documents that confirm its holder’s identity. The Financial Department performs the processing of requests for withdrawing monetary funds from 06:00 in the morning to 17:00 in the evening GMT. You agree that you are familiar with and agree to the timetable of withdrawing funds. After the Financial Department has worked through the request to transfer funds, any further delays in processing payments are not the Website’s responsibility

Basically 3 business days implies that the request is reviewed by the relevant team, however the pay out date is defined individually.
We hope the above clarifies and we wish you a pleasant day ahead!

Regards,
AlfCasino.com"
---

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

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.

Unfortunately, after the problems with the deposit, the next problem with Alf Casino seems to be already there! Too bad ! That makes me mad! I have been waiting for my original payment for 3 days now! The support only confirms me that everything is ok and I get a message from the finance department! But the finance department did not write to me once! But twice were details of the original payout changed without notifying me..The first thing you wanted from me was the account number instead of the account email ... I happened to hear in live chat when I checked my Alf Casino account and noticed that my payout was aborted ... According to support with the payout everything was ok and I had no message that something with the payment details does not fit ... I then changed and the new payment requested ... I was confirmed by the support and live chat that now everything is correct ... And again I should get a message through the finance department ... And today I see then when checking the account that the payout was canceled again ... again without news ... now you have the amount changed from 270 to 260 euros and € 10 back to the player account booked!? And the payment is now running on ... The payment system has been changed from ECOPAYZ to INTERNAL ... without notifying me what that should ... What is payment system INTERNAL ?? The live chat can not tell me .. It just comes back the message that a mail from the finance department comes?! Where did my profits go? What does the payment system INTERNAL mean?