Alf Casino - Die Rücknahme des Spielers hat sich verzögert.

Hello, I'm filing this complaint because I'm starting to feel really cheated by this casino's customer support. I requested a withdrawal of €51 some time ago. A few days later, on June 2nd, they asked me for documents to verify my identity, which I promptly sent the same day. The casino received these documents but never verified them. I've contacted customer support several times, but they refuse to give me a specific timeframe, not even regarding the verification of my documents. I don't know what to do; this week has also gone by in vain. I also want to point out that I registered through PlayID, where I already had to submit documentation to verify my identity, which was approved within a few hours. Their website states that withdrawals are processed in 3-5 days; three weeks have passed, and they refuse to verify my documents or expedite the process.

Salve, invio questo reclamo perché ormai comincio a sentirmi davvero presa in giro dall’assistenza di questo casinò. Ho richiesto un prelievo di 51€ ormai diverso tempo fa. Dopo qualche giorno, precisamente il 2 giugno mi sono stati richiesti dei documenti per verificare la mia identità, che ho inviato tempestivamente il giorno stesso. Documenti che sono stati ricevuti dal casinò ma mai verificati. Ho contattato più volte l’assistenza che si rifiuta di fornirmi delle tempistiche precise, nemmeno per quanto riguarda la verifica dei documenti. Non so più che fare, anche questa settimana è trascorsa invano. Ci tengo inoltre a dire che la registrazione è avvenuta tramite Playid, dove ho dovuto già presentare della documentazione per verificare l’identità, approvata nel giro di qualche ora. Sul loro sito c’è scritto che i prelievi vengono elaborati in 3-5 giorni, sono trascorse 3 settimane e si rifiutano di verificare i miei documenti e accelerare le pratiche

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Attila

Hello, I sent the requested documents on June 2nd: front and back of my ID card, a photo of myself from the front, bank statement, proof of ownership of the bank account and since the withdrawal was requested via bank transfer, I also indicated all the bank details precisely.

Salve, ho inviato i documenti richiesti il 2 giugno: fronte/retro carta d’identità, una mia foto frontale, estratto conto, prova di titolarità del conto bancario ed essendo un prelievo richiesto tramite bonifico, ho indicato anche precisamente tutti i recapiti bancari

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Email sent with everything needed

E-mail inviata con tutto il necessario

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

Dear Owskybet,

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,

Attila