Reclamação #5 Alf Casino

Refuses to complete account verification and blocks withdrawal of 1676e balance

Por Lennart P.

há 7 meses

My name is < full name removed due to the privacy>, and on August 8, 2025, I won a total of €2,176 at AlfCasino while playing with their welcome bonus. After completing the wagering requirements, I successfully withdrew €500 (the daily withdrawal limit).

When I requested another €500 withdrawal, the casino required account verification. I submitted all requested documents, but there has been a long and unreasonable delay.

The casino asked for a bank statement from 15.7.2025–15.8.2025, even though the bank account I deposited from was only opened on 5.8.2025. I explained this multiple times, provided official proof of when the account was created, and submitted a bank statement covering 5.8.2025–15.8.2025 — the only possible range.

Despite that, they kept rejecting my documents, giving mixed instructions (first to upload via site, then by email). After several weeks, they finally accepted the documents for review. That was over two weeks ago, and nothing has happened since. They no longer reply to my emails, and my account remains “under verification.”

This has now taken over 2.5 months in total. I have €1,676 remaining in my account balance, which I cannot withdraw because the verification is not completed.

I will provide:

Proof of my remaining balance (€1,676)

Proof that my account is still under verification

Screenshots of my chats with the casino (in Finnish and translated to English)

AskGamblers, please help me resolve this. I have cooperated fully, provided every possible document, and yet the casino refuses to finalize verification and release my winnings.

Kind regards,

Cassino em disputa Alf Casino

Motivo Pagamento atrasado

Valor €1676

Discussão

AskGamblers

• Support Team

há 7 meses

Dear @peltonenlennart,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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.

Alf Casino

• Representative

há 7 meses

Dear Peltonenlennart,

We are pleased to inform you that your withdrawal request has been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,
Alf Casino Team

peltonenlennart

• Finlândia

há 7 meses

Hi!
Yes already received 2 of them great! 2 more to go so once I've received them I will close this case.

Alf Casino

• Representative

há 7 meses

Dear peltonenlennart,

No problem, we’re currently processing your withdrawal request.

We’ll notify you as soon as it has been completed.

Kind Regards,
Alf Casino Team

Raio-X do Alf Casino

Resolvido 6 / 7

Valor médio $2,986

Duração média da reclamação N/A

Resposta média N/A

Alf Casino Reclamações

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Withholding payment since the 19th May

Good morning.

I hope you are well.

I have three withdrawals pending with Alf Casino; one from the 19th May, another from the 20th May and another from the 21st May, totalling €1500.
I have a further €1009.09 awaiting withdrawal on the account (you are only allowed 3 pending withdrawals of a maximum of €500 each).

Meaning in total there is €2509.9 outstanding.

I have had previous withdrawals.

I have followed this up by email, only to be fobbed off with 'We're working on your withdrawal' etc.

I have made a formal complaint, yet I have still not received anything.

I have attached screenshots showing all of the above.

I would very much appreciate your assistance with this matter.

Should you require anything more from me, please don't hesitate to ask.

Thank you.

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I just want to get paid and move on, but I have no other option but to file a complaint with you to possibly resolve the situation.

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This is an unacceptable time frame to process withdrawals.

I would like to resolve this issue, please.

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I was also encouraged by support to deposit additional funds (USD 1,000) to reach VIP level to allow faster withdrawals, which I declined.

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