Alf Casino - Das Spielerkonto wurde gegen den Willen des Spielers wiedereröffnet.

Hello,

I have already requested account closure at this casino twice. I explicitly stated that I suffer from gambling addiction. Despite this, my account was reopened twice without my request or consent.

As a result, I continued to deposit money and suffered further losses. I repeatedly and clearly stated that I did not want my account ever reopened, precisely to avoid such situations. Nevertheless, this was ignored.

For this reason, I demand a full refund of all deposited amounts since the initial account closure. The total amount of deposits, less withdrawals, between the initial account closure and today is €3,550.

I am attaching all screenshots and evidence to this message.

Best regards

Hallo,

ich habe in diesem Casino bereits zweimal um Kontoschließung gebeten. Dabei habe ich ausdrücklich angegeben, dass ich unter Spielsucht leide. Trotzdem wurde mein Konto zweimal ohne meine Anfrage und ohne meine Zustimmung wieder eröffnet.

Dadurch habe ich natürlich weiter Geld eingezahlt und weitere Verluste erlitten. Ich habe mehrfach klar darauf hingewiesen, dass ich nicht möchte, dass mein Konto jemals wieder geöffnet wird, genau um solche Situationen zu vermeiden. Dennoch wurde dies ignoriert.

Aus diesem Grund fordere ich die vollständige Rückerstattung aller eingezahlten Beträge seit der ersten Kontoschließung. Der Betrag der Einzahlungen abzüglich der Auszahlungen zwischen der ersten Kontoschließung und heute beträgt insgesamt 3.550 €.

Alle Screenshots und Nachweise füge ich dieser Nachricht bei.

Mit freundlichen Grüßen

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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.

• Have you ever specified the reason why you want to close your account? If so, kindly forward me the emails where you mentioned the exact reason, along with the casino's responses, to veronika.f@casino.guru. Please make sure to send me the original email threads, not just screenshots.
• Have you passed the full KYC verification at this casino?
• Is your account currently closed? When exactly did the casino closed your account most recently?

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