Alf Casino - Das Spielerkonto wurde entgegen der Anfrage nicht geschlossen.

Good day

Specifically, on May 7, 2026, I sent an email requesting self-exclusion due to gambling addiction.

My account has not been blocked to this day, and I have deposited a further 1400 euros since then.

I want my account blocked and the money I deposited since my email to support refunded.

Guten Tag

Und zwar habe ich am 07.05.2026 eine email mit der Bitte der selbstsperre wegen spielsucht Gesendet.

Darauf wurde bis heute mein konto nicht gesperrt worauf ich bis heute weitere 1400 euro eingezahlt habe.

Ich möchte das mein konto gesperrt wird und das eingezahlte geld seit meiner Email an den Support wieder zurück haben

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Alf Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• When was the last time the casino allowed you to deposit?
• After you noticed your self-exclusion wasn't processed, have you contacted the casino via different communication channels?
• Have you received any responses ( automated or from support) to any of your requests for self-exclusion?
• Has the casino responded to your refund request already? What did the casino reply?
• Could you please share with me the responses from the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Good evening

As of today, I no longer have access to my account.

I have attached the corresponding email from alfcasino support.

I was able to make the last deposits yesterday.

I am attaching a screenshot of the transfer.

I only contacted the casino via email.

Because this is also standard practice according to the terms and conditions.

Send all emails as screenshots at

Guten Abend

Seit heute habe ich kein Zugang mehr zu meinem Account.

Die entsprechende email vom Support von alfcasino füge ich bei.

Die letzte Einzahlungen konnte ich gestern tätigen.

Hierfür sende ich einen Screenshot der Überweisung bei.

Ich habe das Casino nur per.email kontaktiert.

Da dies auch so laut AGB üblich ist.

Alle Emails sende per Screenshot bei

Thanks for your reply.

Did you receive any automated responses with the ticket number to your request made on May 7th, 2026? Would you be able to provided to me for review?

Has the casino responded to your request for a refund? What was the casino's response?

Please let me know.

Good day

It's possible I received an automated reply.

Unfortunately, I no longer have that email.

Because it gets deleted from my spam folder after 30 days.

I also received a reply to my email today.

I will not respond there until I receive a reply from you.

Guten Tag

Es könnte sein das ich eine automatische antwort bekommen habe.

Diese email habe ich aber leider nicht mehr

Da sie im.spam Ordner nach 30 Tagen bei mir gelöscht wird.

Ich habe auch heute eine Antwort auf meine email bekommen.

Dort reagieren ich aber bis ich eine Antwort von Ihnen habe nicht

Thanks for your reply,

Based on the description of events in your email addressed to the casino on June 18th, the amount you asked for was already 340€.

Could you please tell me what the disputed amount of 1400€ represents in the situation? When was this amount lost?

Looking forward to your reply.

So, since I sent the email requesting self-exclusion due to gambling addiction, I have been able to deposit another 1400 euros.

The casino is offering me 340 euros.

But I want my full money back, not just this small part.

E

Also ich habe seit dem ich die email mit der Bitte um selbstsperre wegen spielsucht noch 1400 euro einzahlen können.

Das Casino bietet mir 340 euro an.

Aber ich möchte mein komplettes geld zurück haben und nicht nur diesen kleinen Teil.

E

Dear Tottimar,

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, Igor (igor.p@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,

Tomas

Thank you very much

Vielen Dank Ihnen

Dear Tottimar,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Alf Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Alf Casino representative to join this conversation and participate in resolving this complaint.

Dear Alf Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Alfcasino

Dear Alf Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear all,

Thank you for reaching out to us.

We are happy to return the amount of 1400 EUR. To proceed with the refund, kindly provide us with the details of your bank account in the following format:

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of wheWre bank is

Best regards

AlfCasino

Dear Tottimar,

The casino is offering you a refund of €1,400, which corresponds to the disputed amount you entered.

If you would like to proceed, the casino is requesting your bank details in the message above.

You can either send them an email or post it in this conversation. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Dear Alf Casino,

The player has shared their bank details in this thread.

Please let us know once there is any update regarding this refund.

Dear Tottimar,

Thank you for the reply.

We would like to ask you to fill every requested informations:

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

Best regards

AlfCasino

Dear Tottimar,

It seems that your full name was missing from your previous message.

Please share this information in order to proceed with your refund.

Dear Alf Casino,

The player has shared all their bank details in this thread.

Please let us know once there is any news regarding this case.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tottimar,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor