Alf Casino - Spillernes konti er blevet lukket.

I play at "ALF" casino and at 13 other casinos belonging to the same company. I have a single account in my name at each casino. On January 16th, I requested a withdrawal of approximately €45 from each casino (13 in total, more than €500 approximately), and they held the withdrawal. Then they blocked my access to the casinos and canceled the withdrawals.

I have not violated any of their Terms and Conditions with the strategy I used. I play on "Bonus Crab" and in live casino games (bj, roulette, baccarat).

I have made several previous withdrawals at these casinos, but they refuse to give me an explanation as to why they closed my accounts.

I want the money that's inside.

Juego en casino "ALF" y como en 13 casinos mas de la misma empresa. Tengo una sola cuenta en cada casino a mi nombre en todas. El 16 de enero solicite un retiro de alrededor de 45 euros en cada casino (13 en total,mas de 500 euros aprox) y me retuvieron el retiro, luego me bloquearon el acceso a los casinos, cancelaron los retiros.

No he infligido ninguno de sus TyC con la estrategia que usaba. juego, Juego en "Bonus Crab" y en casino live (bj, ruleta, bacarat).

He echo varios retiros anteriores en estos casinos, pero se niegan a darme una explicacion del porque cerraron mis cuentas.

Quiero el dinero que esta dentro.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify whether you used any software, scripts, or automated tools during your gameplay across the 13 casinos operated by the same company?
• Did you play the same games simultaneously across these casinos?
• Have you completed the full KYC verification process in all of these casinos?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Could you specify if you used any software, scripts, or automated tools during your gaming at the 13 casinos operated by the same company?

Nothing, just my hands.

Did you play the same games simultaneously at all these casinos?

Yes, one account per casino, all legal.

Have you completed the full KYC verification process at all of these casinos?

No

¿Podría especificar si utilizó algún software, script o herramienta automatizada durante su partida en los 13 casinos operados por la misma empresa?

Nada, solo mis manos.

¿Jugaste a los mismos juegos simultáneamente en todos estos casinos?

Si, una cuenta por cada casino, todo legal

¿Has completado el proceso completo de verificación KYC en todos estos casinos?

No

Dear crixuss123

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello crixuss123,

I am sorry to hear about your ongoing troubles with this issue. I will now take over this complaint from now on. As the first order of business, I would like to invite the Alf Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? I understand the player has had the same issue in 13 casinos of your group. Is there any chance you could provide us with your statement and explain your position to us?

Thank you in advance for providing us with your view of the issue.

Dear Casino Guru,

Players account was closed and funds deducted based on our terms and conditions:

9.3 We reserve the right from time to time to conduct a game play review/review the customer's betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

permanently close your account with the Website and all other partn er websites on our platform and deny any future use of the Website and the partner websites;

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

We hope that this clears up the matter for you.

Kind Regards,

Alf casino Team

Dear Casino representative,

thank you for your response. We are of course aware of the terms in question, but we are more interested in the exact way they were applied. I believe the best way to proceed, is to explain the player's strategy in detail, so we can assess the situation. Please send the evidence to martin.l@casino.guru. Any information shared will remain confidential

You're giving them too many days to respond. They always respond right up until the last day. If you give them 2 or 3 days, they'll respond faster.

Le das muchos días para que pueda responder. Siempre responden hasta el ultimo día. SI les das 2 o 3 días ellos responderán mas rápido.

Dear All,

Thank you for your patience.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Alf Casino Team

Dear casino representative,

thank you for your response, we will be awaiting the result of your review. I am also attaching a link of another complaint filed by the player against Legiano Casino.

Link: https://casino.guru/complaints/legiano-casino-player-s-account-has-been-suspended

Dear Casino Guru,

We are still checking this matter with our relevant department.

In regards to other casino we are unable to provide commentary or assume responsibility for any accounts player possess with other operators.

We function independently; therefore, we adhere to our distinct account management procedures.

We respectfully recommend that you reach out to the respective casino directly for any inquiries or concerns pertaining to that platform.

Kind regards,

Alf Casino Team