Reclamação #11 Alf Casino

Withholding funds delayed withdrawal

Por jamessimmons

há 2 meses

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.

Cassino em disputa Alf Casino

Motivo Pagamento atrasado

Valor $5271

Discussão

AskGamblers

• Support Team

há 1 mês

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

jamessimmons

há 1 mês

Thank you. This has been resolved now. James

Alf Casino

• Representative

há 1 mês

Dear Player,

Thank you for your patience. We would like to provide you with some clarity regarding our withdrawal limits, as well as an update on your account status.

Please note that maximum withdrawal amounts vary depending on a player's VIP tier. Your tier is determined automatically by your gaming activity over a 90-day period (based on the ratio of deposits, withdrawals, and bonuses). We do not manually influence or alter player account statuses.

As stated in our Terms and Conditions:

Section 6.11: All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

At the time of your requests, the following limits applied to your account: (LEVEL 1) 500 EUR per transaction, every 24 hours / 7,000 EUR per month.

Update on Your Withdrawals:
We are pleased to inform you that all of your pending withdrawal requests have now been successfully processed and completed from our end. Your casino account balance is now zero.

Depending on the payment method used and your bank's specific processing times, please allow 3 to 5 business days for the funds to appear in your bank account.

Thank you for your patience while we processed your payments. As the funds have been successfully paid out, we now consider this matter resolved.

Kind regards,
Alf Casino Team

jamessimmons

há 1 mês

Dear AskGamblers,

Thank you for the update.

I would like to clarify that the issue is NOT resolved.

While it is correct that previous withdrawal requests have now been processed, I am still unable to access my full balance due to ongoing withdrawal restrictions imposed by the casino.

Specifically:
• I am limited to withdrawing USD 500 per transaction
• I am restricted in how many withdrawal requests I can submit at any given time
• As a result, I cannot withdraw my remaining balance in a normal or reasonable manner

I have just submitted an additional withdrawal; however, a significant balance still remains, and I am required to continue withdrawing in small increments over an extended period.

This constitutes a continued restriction on access to my funds.

For this reason, I do not consider the issue resolved, and I kindly request that the complaint remains open until my full remaining balance has been paid out without restriction.

Kind regards,
James Simmons

Raio-X do Alf Casino

Resolvido 6 / 7

Valor médio $2,986

Duração média da reclamação N/A

Resposta média N/A

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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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Since March 27th, almost a month ago, I have yet to receive even one payment from Alf Casino.

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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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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)

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Kind regards,

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