Alf Casino - Die Gewinne des Spielers wurden beschlagnahmt.

OFFICIAL COMPLAINT – Alf Casino

To: Support Department

By: Angeliki M. (Username: 18c131mavf3gam)

Email: [hidden by Casino Guru]

Date: Wednesday, June 4, 2025

Subject: Withdrawal of winnings after complying with bonus terms

Dear casino guru support team

My name is A**** M****, I am a player from Greece and my casino account is 18c131mavf3gam. I had opened an account through Funid!

On June 4, 2025, I made a deposit of €45 and received a welcome bonus of €54. I fully complied with the terms of the offer:

I never exceeded the limit of €5 per bet.

I have fully completed the required wagering.

After completing the terms, my balance amounted to €6,211. However, without any notification, this amount was deleted and only €540 appeared as withdrawable.

Their explanation was based on a term that limits the maximum bonus withdrawal to 10 times the bonus value. However, their own message when I contacted them via live chat explicitly states that this restriction only applies to residents of the following countries: Thailand, Japan, Chile, Brazil and Peru. As a resident of Greece, this term does not apply to me.

Therefore, the act of deleting €6,211 from my account:

It violates the official terms and conditions that I accepted.

It lacks a legal and contractual basis.

I asked them to send me a complete history of transactions and games for this period. They didn't do it for my sake, I have all the screenshots!

Provide me with an official justification and specific details for their action.

To be immediately paid my fair profits.

If there is no full and satisfactory response, I reserve all my legal rights and will contact the competent regulatory authorities and player protection organizations.

Best regards,

Angeliki M.

Email: [hidden by Casino Guru]

Username: 18c131mavf3gam

Date: June 4, 2025

Please help me because since yesterday I have been very upset about what is happening.

ΕΠΙΣΗΜΗ ΚΑΤΑΓΓΕΛΙΑ – Alf Casino

Προς: Τμήμα Υποστήριξης

Από: Angeliki M. (Username: 18c131mavf3gam)

Email: [hidden by Casino Guru]

Ημερομηνία: Τετάρτη 4 Ιουνίου 2025

Θέμα: Αφαίρεση κερδών μετά από συμμόρφωση με τους όρους μπόνους

Αγαπητή ομάδα υποστήριξης του casino guru

Ονομάζομαι A**** M****, είμαι παίκτρια από την Ελλάδα και ο λογαριασμός μου στο καζίνο είναι 18c131mavf3gam. Μέσω Funid είχα ανοίξει λογαριασμό!

Στις 4 Ιουνίου 2025, προχώρησα σε κατάθεση ύψους 45€ και έλαβα μπόνους καλωσορίσματος ύψους 54€. Συμμορφώθηκα απολύτως με τους όρους της προσφοράς:

Δεν ξεπέρασα ποτέ το όριο των 5€ ανά στοίχημα.

Ολοκλήρωσα πλήρως το απαιτούμενο τζιράρισμα (wagering).

Μετά την ολοκλήρωση των όρων, το υπόλοιπό μου ανήλθε σε 6.211€. Ωστόσο, χωρίς καμία ειδοποίηση, το ποσό αυτό διαγράφηκε και εμφανίστηκαν ως αναλήψιμα μόνο 540€.

Η εξήγησή τους βασίστηκε σε έναν όρο που περιορίζει τη μέγιστη ανάληψη από μπόνους στις 10 φορές την αξία του μπόνους. Όμως, στο ίδιο τους το μήνυμα καθώς επικοινωνούσα με το live chat τους αναφέρεται ρητά ότι αυτός ο περιορισμός ισχύει μόνο για κατοίκους των χωρών: Ταϊλάνδη, Ιαπωνία, Χιλή, Βραζιλία και Περού. Ως κάτοικος Ελλάδας, αυτός ο όρος δεν με αφορά.

Συνεπώς, η πράξη διαγραφής των 6.211€ από τον λογαριασμό μου:

Παραβιάζει τους επίσημους όρους και προϋποθέσεις που εγώ αποδέχτηκα.

Στερείται νομικής και συμβατικής βάσης.

Τους κάλεσα να μου αποστείλουν πλήρες ιστορικό συναλλαγών και παιχνιδιών για τη συγκεκριμένη περίοδο. Δεν το έκαναν για καλή μου τι είχε έχω όλα τα στιγμιότυπα οθόνης!

Να μου παρασχεθεί επίσημη αιτιολόγηση και συγκεκριμένα στοιχεία για την ενέργειά τους

Να αποδοθούν άμεσα τα δίκαια κέρδη μου.

Εάν δεν υπάρξει πλήρης και ικανοποιητική ανταπόκριση, επιφυλάσσομαι παντός νομίμου δικαιώματός μου και θα απευθυνθώ στις αρμόδιες ρυθμιστικές αρχές και σε οργανισμούς προστασίας παικτών.

Με εκτίμηση,

Angeliki M.

Email: [hidden by Casino Guru]

Username: 18c131mavf3gam

Ημερομηνία: 4 Ιουνίου 2025

Παρακαλώ πολύ βοηθήστε Με γιατί από χθές είμαι πολύ αναστατωμένη με αυτό που συμβαίνει

Dear Angeliki2001,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

To assist you effectively, could you please provide more information by answering the following questions:

• Did you enter the correct personal information when setting up your casino profile, including your country of residence?
• Have you contacted customer support via email, or did you communicate only through live chat?
• Have you successfully completed the full KYC verification process?
• How did the support agent respond when you informed them that you are not a resident of a country where bonus winnings are limited?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Good evening, my email is I have opened an account with Funid at the casino alf casino! I have contacted the live chat via live chat. When I told him that I live in Greece he did not answer me anything he said his own they did not ask me for identification! From what it seems the name is 18c131mavf3gam

Καλησπέρα σας το email μου είναι aggelikimi44@gmail.com έχω ανοίξει λογαριασμό με Funid στο casino alf casino! Έχω επικοινωνήσει με το live chat μέσω ζωντανής συνομιλίας. Όταν τον είπα ότι μένω στην Ελλάδα δεν με απάντησε κάτι έλεγε τα δικά του δεν μου ζήτησαν ταυτοποίηση! Από ό,τι φαίνεται το όνομα είναι 18c131mavf3gam

My country of residence is Greece, yes I have entered it correctly.

Η χώρα διαμονής μου είναι η ελλάδα ναι έχω καταχωρήσει σωστά

And I have also completed the identification process through Funid

Και επίσης έχω ολοκληρώσει τη διαδικασία ταυτοποίησης μέσω Funid

So I find no reason to really take my money like that by force.

Οπότε βρίσκω κανένα λόγω πραγματικά να μου πάρουνε τα χρήματα έτσι με τη βία

Good evening, how long do I have to wait, these scammers haven't put anything in yet and I'm very upset!!! You can also see the dear guru casino team and the terms that don't mention it anywhere, I have a screenshot from there too

Καλησπέρα σάς πόσο πρέπει να περιμένω δεν έχουν βάλει τίποτα αυτοί οι απατεώνες ακόμα και είμαι πολύ αναστατωμένη!!! Μπορείτε να δείτε και εσείς αγαπητοί ομάδα του καζίνο guru και τους όρους που δεν το αναφέρει πουθενά έχω και από κει screenshot

Thank you very much, Angeliki2001, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much! Now I will wait for your colleague's help!

Σας ευχαριστώ πολύ! Τώρα θα περιμένω τη βοήθεια του συναδέλφου σας!

Hello, Angeliki2001!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

YES I send instant photos and videos

ΝΑΙ στέλνω αμέσως στιγμιότυπα φωτογραφίες και βίντεο

Good evening, it's been 6 days, when will I know what's going on? Why haven't they returned the money they took from me yet? I'm starting to get really worried, what's going on?

Καλησπέρα σας έχουν περάσει 6 μέρες πότε θά ξέρω τι συμβαίνει? Γιατί αυτοί δεν έχουν βάλει ακόμα τα χρήματα πίσω που μου πήρανε? Αρχίζω και ανησυχώ πραγματικά τι γίνεται?

Hi, the casino has 11 more days to reply. I thank you for your patience!

Why is the casino not responding? If it doesn't respond what happens to my money??

Γιατί δεν απαντάει το καζίνο? Αν δεν απαντήσει τι γίνεται με τα χρήματα μου??

They are not responding because either they have not yet seen the notification about the complaint or they are trying to gather information which they want to provide us. If they will not respond, I will recommend you to lodge a complaint with the regulator.

So far, they have 31 complaint on our website and there is none where they did not respond when invited.

What do I do if a problem arises and they don't respond to the regulatory authority? Is there a link, my dear?

Που κάνω αν προκύψει πρόβλημα τι δεν απαντήσουν στη ρυθμιστική αρχή? Υπάρχει κάποιο link αγαπητέ μου

Dear all,

We would kindly like to apologize for the delay of our reply.

To further investigate your claim we would like to ask you to provide us with the email Address you registered your account and your username.

Thank you in advance.

Kind regards,

Alf Casino Team

Are you really working me what exactly are you doing??? Even here it clearly says the term if possible because you stole my money and you will not put it back in my account mercy if you can't pay the world don't fool us into playing! I am a player from Greece I have no relation to Thailand Peru Chile Brazil Japan I demand my money back in my account if possible!!!

Με δουλεύετε πραγματικά τι ακριβώς κάνετε??? Ακόμα καί εδώ λέει ξεκάθαρα τον όρο αν είναι δυνατόν γιατί μου κλέψατε τα χρήματα και δεν θά βάζετε πίσω στον λογαριασμό μου έλεος αν δεν μπορείτε να πληρώσετε τον κόσμο μην μας κοροϊδεύετε να παίξουμε! Είμαι παίκτρια από Ελλάδα δεν έχω καμία σχέση με Ταϊλάνδης Περού Χιλή Βραζιλία Ιαπωνία απαιτώ τα χρήματα μου πίσω στον λογαριασμό μου αν είναι δυνατόν!!!

??

Angeliki2001, we are still waiting for the casino's response, they have 10 more days to reply.

Thank you for your patience!

Thanks, me too.

Ευχαριστώ καί εγώ

Dear all,

We apologize for the delay in our response, we are currently working on the resolution of this case, we have now forwarded it to the relevant department for further investigation and will follow up once we have a resolution.

We appreciate your patience while we work on this for you.

Alf Casino Team.

???

Good evening, what will happen? If possible, it's been almost 20 days, is there anyone who can help the situation, when will you give me the money, what a scam this is, mercy!

When we deposit money at casinos, it's fine and we play, and now that we've won an amount, it disappears?

Can I really help the casino guru team???

Καλησπέρα σας καλά τι θα γίνει? Αν είναι δυνατόν έχουνε περάσει 20 μέρες σχεδόν υπάρχει κάποιος άνθρωπος ο οποίος μπορεί να βοηθήσει την κατάσταση πότε δηλαδή θα μου βάλετε τα χρήματα τι απάτη είναι αυτή έλεος!

Όταν καταθέτουμε λεφτά στα καζίνο καλά είναι και παίζουμε και τώρα που κερδίσαμε ένα ποσό το εξαφανίζεται?

Μπορεί όντως βοηθήσω ομάδα της καζίνο guru???

Angeliki2001, the casino has stated that they are conducting an investigation. If they will not reply till tomorrow, I will ask them if there has been any progress.

Very nice, finally, it's been too many days, I'm sure you can help because I really didn't violate any terms, I played fairly and I won fairly, thank you, guru team

Πολύ ωραία επιτέλους έχουν περάσει πάρα πολλές μέρες είμαι σίγουρος ότι μπορείτε να βοηθήσετε γιατί πραγματικά δεν παραβίασα κανένα όρο έπαιξα δίκαια και κέρδισα δίκαια ευχαριστώ ομάδα της γκουρού

Alf Casino Team, has there been any new findings?

They still haven't given my money back, I believe that no matter how much they troll me, they will never send it back 100%!!!! I played for free, I will never play with these scammers again and it is good that no one plays again, you and the casino guru team defame me because the scammers stole my money and kept it for themselves! I am really tired of all this! Nothing is happening, days have passed and no one is answering this issue!

Ακόμη Δεν έχουν βάλει τα χρήματα μου πίσω πιστεύω οτι όπως δήποτε με τρολάρουν 100% δεν θα τα στείλουν πότε!!!! Τζάμπα έπαιξα δεν ξανά παίζω σε αυτούς τους απατεώνες καί καλό είναι νά μήν ξανά παίξει κανένας άνθρωπος να κάνετε δυσφήμιση και εσείς ομάδα του καζίνο γκουρού διότι με έκλεψαν τα χρήματα οι απατεώνες καί τα κράτησαν για αυτούς! Με έχει κούραση πραγματικά όλο αυτό! Δεν γίνεται τίποτα παίρναμε οι μέρες και δεν απαντάει κάνεις με αυτό το θέμα!

Casino guru really thank you very much you are the best I just logged into my account and saw this!

Καζίνο της guru πραγματικά ευχαριστώ πολύ είστε η καλύτερη μόλις μπήκα στο λογαριασμό μου και είδα αυτό!

I told you they were wrong, but I never lie, I was in tears!!!

Σας είχα πει ότι είχανε κάνει λάθος όμως ποτέ δεν λέω ψέματα είχα βάλει τα κλάματα!!!

Dear Angeliki2001,

We would like to inform you that, following a thorough review of your case, a total of €5,671.10 has been added to your account. This amount includes €5,671.00 from the successfully completed bonus wagering, along with an additional €0.10 to allow you to place a final wager and meet the necessary withdrawal conditions.

We sincerely apologize for any inconvenience caused in relation to your bonus and hope you will continue to enjoy the promotional offers available on our site without further issues.

Should you have any additional questions or require further assistance, please do not hesitate to contact us.

Best regards,

Alf Casino Team.

Thank you very much alf casino I had explained to you that I played fairly and that I am a player from Greece, all this should not have happened because a lot of people play and they must trust you, I will definitely play at your casino again, we were able to solve the problem together with the dear casino guru team and you! Thank you very much, I hope you are well and have a good summer, all of you!

Σας ευχαριστώ πολύ alf casino σας είχα εξηγήσει ότι έπαιξα δίκαια και ότι είμαι παίκτρια από ελλάδα δεν έπρεπε να έχει γίνει όλο αυτό διότι παίζει αρκετός κόσμος και πρέπει να σας εμπιστεύεται σίγουρα θα ξαναπαίξω στο καζίνο σας μπορέσαμε και λύσαμε το πρόβλημα μαζί με την αγαπητή ομάδα καζίνο guru και σας! Ευχαριστώ πολύ ελπίζω να είστε καλά και να έχετε ένα καλό καλοκαίρι όλοι σας!

Alf Casino, thank you for good news!

Angeliki2001, please, let me know if you are going to withdraw your winnings or you want to continue playing with them! If your plan is to withdraw, then we will wait with the closure until you receive all your funds.

Good evening, I will request a withdrawal of €5,000.

Καλησπέρα σάς Νάι θά αιτηθώ ανάληψη το ποσό 5000€

Also, I just went to request a withdrawal of €500 via Funid and this is what I get access denied! What's going on again?

Επίσης τώρα πήγα να αιτηθώ ανάληψη 500€ μέσω Funid καί Με βγάζει αυτο acces denied! Τι γίνεται πάλι?

I am not sure, is your account still accessible and the problem is only on the FunID page?

Yes the account is accessible from I think now it's not at the moment but an hour ago it was

Ναι ο λογαριασμός είναι προσβάσιμος από την νομίζω τώρα αυτή τη στιγμή δεν είναι αλλά πριν μία ώρα ήταν

The problem is that the alf-casino casino account is only accessible when I log in from Funid, also when I go to change the password by clicking forgot password it keeps giving me a problem that basically you see

Το πρόβλημα είναι ότι ο λογαριασμός του καζίνου alf-casino είναι προσβάσιμος μόνο όταν συνδέομαι από το Funid επίσης όταν πάω να αλλάξω τον κωδικό πατώντας ξέχασα τον κωδικό συνέχεια μου βγάζει πρόβλημα ότι βασικά δείτε

Maybe there is a problem with FunID. Would you, please, try tomorrow and see if you are able to withdraw? Also, is there an option to log into your FunID account separately in some way? I am not very familiar with how FunID works, so I am not sure that it is possible.

Look, maybe there really is a problem because they keep updating. I'll try to log in tomorrow to see another way to log in. I don't know, but I can log in normally at the ALF casino, so I'll let you know if I need anything.

Κοιτάξτε ίσως όντως υπάρχει κάποιο πρόβλημα γιατί συνέχεια κάνουν update θα προσπαθήσω να συνδεθώ και αύριο για να δω άλλο τρόπο να συνδεθώ δεν ξέρω πάντως στο καζίνο της alf μπορώ να συνδεθώ κανονικά οπότε θα σας ενημερώσω αν χρειαστεί κάτι

Angeliki2001, hello, have you been able to withdraw yet?

Alf Casino, could you please, explained what withdrawal limits are applied to player's account and if you know anything about mentioned problems with withdrawals to FunID?

The timer is already on the casino, so we will just wait for their response.

Dear Angeliki2001,

Please note that your account has been closed by administrative decision, as per stated on our general Terms and Conditions:

Clause 3.9: We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Furthermore, we would like to clarify that your remaining balance would be refunded to the account you had initiated your withdrawals to.

Best regards,

Alf Casino.

I have active withdrawals in my account and money in it. What sudden decision was this? You should send it to my card and then do whatever you want.

Έχω ενεργές αναλήψεις στο account καί λεφτά μέσα τι απόφαση ξαφνική ήταν αυτή πρέπει να θα στείλετε στην κάρτα μου καί μετά κάντε ότι θέλετε

Also, Funid has blocked me, as have many other people, from what I was informed about from Greece, so please send the money using the method I used to withdraw it from your account to my visa debit card, thank you!

Επίσης και η Funid με έχει κλείσει όπως και πολλούς άλλους ανθρώπους από ότι πληροφορίθηκα από ελλάδα οπότε τα χρήματα να τα στείλετε με την μέθοδο που έκανα ανάληψη μέσα από τόν λογαριασμό σας στην κάρτα μου την visa debit ευχαριστώ!

Alf Casino, thanks for letting us know!

What is the withdrawal method you mentioned to which the player's funds will be sent? It seems that the FunID also began blocking players from Greece, so it does not seem like a viable option.

Yes, it is not sustainable at all.

Ναι δεν είναι καθόλου και βιώσιμη

Dear Angeliki2001,

To proceed with the refund accordingly, we kindly suggest you please provide us with your bank details:

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

• E-mail

• Bank Account’s Owner name

• IBAN

• BIC

• Bank Name

• Bank location (Country)

Looking forward to your answer.

Kind regards,

Alf Casino Team.

Dear Angeliki2001,

We would like to inform you that we have forwarded your bank details to our financial department in order to proceed with your refund. We appreciate your patience, and we sincerely hope the payment will be completed shortly. 

Once the refund has been processed, we will follow up with you right away to confirm.

Best regards,

Alf Casino Team.

First of all, thank you very much for your understanding and support. I hope you have a good day!

But I would like to ask one more question?

But the money that went into Funid, which is a thousand euros, suddenly blocked me because I made a withdrawal from your casino to them, how can I get it? Something has to be done with that too!

Καταρχάς σάς ευχαριστώ πολύ για την κατανόησή σας και την υποστήριξη ελπίζω να έχετε μία καλη μέρα!

Θα ήθελα να κάνω όμως ακόμα μία ερώτηση?

Τα χρήματα όμως που μπήκανε στη Funid το οποίο το ποσό είναι χιλία ευρώ ξαφνικά με αποκλείσανε επειδή τα έχω κάνει από το καζίνο σας προς αυτούς ανάληψη πώς μπορώ να τα πάρω πρέπει να γίνει κάτι και με αυτά!

Alf Casino Team, are you aware of any such FunID restrictions and if funds are sent back to the casino since the user is blocked there?

Dear all,

Please be informed that your withdrawals are in process to being processed and will be paid out in the nearest time. Unfortunately, we can't speak upon your FunID's account status, though we strongly suggest contacting their support so they can provide you more information about the account.

Kind Regards,

Alf Casino Team.

Thank you!

Angeliki2001, unfortunately, FunID is out of our scope of view as well, so I can only repeat the casino's advice about contacting their support.

Okay, so I'll try to talk to them directly.

Εντάξει λοιπόν θα προσπαθήσω νά μιλήσω απευθείας με τους ίδιους

Dear Angeliki2001, have you received the rest of your funds that had been left in the casino account?

Good evening dear team yes I have received the money from I think from the casino but unfortunately I cannot receive the money from FunID

Καλησπέρα αγαπητή ομάδα ναι έχω λάβει τα χρήματα από την νομίζω από το καζίνο δυστυχώς όμως δεν μπορώ να λάβω τα χρήματα από τη FunID

These are good news!

Regarding the FunID, unfortunately, this is not a casino and we cannot deal with any funds stuck there. I only hope that you will be able to sort out the issue with their support and receive all your funds.

So, for now, I'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru