Alf Casino

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.

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.

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

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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"
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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