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Alf Casino - Unfairly removed balance and slow withdrawals, awaiting payout

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苦情情報

係争中のカジノ

アルフカジノ

€ 2400

投稿日 2022年5月25日

I've made my first deposit on the site, which was 800€ and I have paid with my Crypto.com card.

Unfortunately I was not automatically credited for that amount, therefore I had to get in touch with the support - who told me to wait 24 hours. I did, and the next day the amount was still not credited - and then it got added to my account manually.

In the meantime I won - and tried to cashout 1x 800€ and 1x 500€ amounts.

During this time I was asked for KYC which I have provided. I was waiting and waiting, and one day I saw that my withdrawal was marked as "Internal completed". I have asked for an elaboration on the topic, and I got the information that they marked it as a "technical error".

What happened was when someone added the 800€ to my account, the initial deposit was also marked as completed - and they decided to deduct my own money from my account.

After some back and forth, this is currently the 20th+ day for a complaint to be in progress with them, and they do not seem to investigate my case properly or to do anything at all.

In the meantime I have now 2 withdrawal requests with them, I wonder what they are going to answer as an excuse to not to pay me out in time (which is disclosed in their TOS), or to just straight on reject it.

I am waiting for my total 2400€ to receive to my provided LTC account as soon as possible.

投稿日 2022年5月27日

Dear Client,

Thank you for reaching out. We highly appreciate your feedback.

We would like to inform you that your withdrawal requests are prioritised. As you were informed via email, the first one was already processed. The next one is planned to be processed in the nearest time.

We are currently waiting for the feedback from the provider regarding your 800 EUR unsuccessful deposit. As soon as they get back to us, we will update you.

Please feel free to contact us at any time, should you have any questions.

Sincerely,
Alf Casino

投稿日 2022年5月27日

I can confirm that I have got my first withdrawal request today (800€).

About the complaint and missing deposit being investigated: this is going on since a month, how long do you think it will take?
Thanks.

投稿日 2022年5月28日

I can confirm I have received my second payment on Friday as well.

Only waiting for the 800€ which is currently being disputed (and you are still "searching" for it).

投稿日 2022年6月1日

Dear Player,
Thank you for getting back to us. We are glad to hear that the situation with withdrawals is cleared up.
Unfortunately, we are still waiting for the provider to get back to us with the results of their investigation as according to our records the deposit was unsuccessful. We will let you know as soon as there is an update.
Thank you for your patience.
Sincerely,
Alf Casino

投稿日 2022年6月1日

Thank you for your message.
I have been messaging to the KYC email address of yours to ask for further information.
Any clues how long is this going to take?
Would it be faster with a chargeback?
Let me know.

Thanks.

投稿日 2022年6月3日

Dear Player,
Thank you for your patience.
Unfortunately, the payment provider is yet to come back to us with the results of their investigation. We will notify you via email once they do.
Please feel free to contact us if you have other questions in the meantime.
Sincerely,
Alf Casino

投稿日 2022年6月4日

Thank you,
I am waiting for the investigation to end.

投稿日 2022年6月8日

Dear Client,

Thank you for your patience.

We have received the update from the provider. Your 800 EUR deposit is now on you balance.

Please feel free to contact us if you have any questions.

We hope you have a great day.

Sincerely,
Alf Casino

AskGamblers
投稿日 2022年6月8日

Dear @janosgtoth,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

投稿日 2022年6月8日

Thank you.

I can confirm that it has appeared on my balance - however I can not ask for a withdrawal.

Attached it as a screenshot.

As I can see it from the network, its asking me to wager the amount 1x at least - which I have already done earlier.

Please fix this for me so I can ask for a withdrawal @Alfcasino.

If this is fixed, and my withdrawal is processed as expected I will close the claim, as I am actively monitoring it.

- If you can't, I am just fine manually doing my withdrawal request to the same LTC address as before (<removed>)


Thanks.

アルフカジノ 苦情

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  • 1日 平均レスポンス
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