Alf Casino - Povlačenje igrača je odloženo.

Hello, I won €5000 at AlfCasino. When I tried to withdraw my winnings, I was asked to verify my identity. I uploaded everything: bank confirmation, ID, proof of address, and a selfie with my ID.

The verification process took quite a long time.

Then they asked me to upload all my bank transactions from the last 2 months as a PDF. However, when I tried to upload the file, I got an error message saying "wrong file." I tried uploading it as a JPG or CSV, but that didn’t work either. So, I emailed the documents in PDF, JPG, and CSV formats, but never received a response despite sending them multiple times.

Next, they required another selfie with my ID, this time with the AlfCasino website visible in the background, and another proof of address. I managed to upload these, but they have been marked as "in processing" for over a week, while the transaction list remains "pending."

I have been emailing daily and always receive the same reply, asking me to send the documents and that it could take up to 72 hours to process, or that they will handle it as soon as possible.

I also contacted the live chat daily, but always got the same response—they’ve informed the responsible department to expedite the process. Every day, the same thing.

If I mentioned that I’ve been hearing the same thing every day, the chat was either closed or I was asked if I had any other questions.

Hallo ich habe 5000€ bei alfcasino gewonnen, als ich auszahlen wollte sollte ich mich verifizieren, habe alles hochgeladen, bank bestätigung identität, adressnachweis, selfie mit ausweis,

überprüfung hat ziemlich lange gedauert.

Dann kam danach ich sollte noch meine kompletten transaktionen der letzten 2 Monate von meinen bankkonto als .PDF hochladen jedoch steht beim hochladen (wrong file) als jpg oder .csv ging auch nicht, also habe ich es per email gesendet als pdf jpg und csv, nie eine antwort bekommen habe es mehrmals gesendet.

Dann sollte ich noch ein selfie mit ausweis und im hintergrund sollte die seite von alfcasino zu sehen sein, und nochmals adressnachweis, diese konnte ich hochladen jedoch stehen diese seit über einer woche auf in bearbeitung, und die transaktionsliste auf ausstehend.

Ich habe tägluch eine email gesendet, bekomme immer nur als antwort das ich die daten senden soll und es dann bis zu 72 std. Dauert, oder das sie es schnellstmöglich bearbeiten.

Auch den livechat habe ich täglich angeschrieben, bekomme immer das selber zu hören, das sie es der abteilung mitgeteilt haben es schneller zu bearbeiten, jeden tag das gleiche,

Wenn ich geschrieben habe das höre ich jeden tag zu hören, wurde entweder der chat geschlossen oder es kam haben sie noch andere fragen.

Dear Baumton,

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 take KYC lightly

• Do I understand correctly, that verifying your identity seems to be the main obstacle in completing account verification in the casino?
• Have you accumulated your winnings with the help of a bonus?
• What games did you play to accumulate your winnings? (slots, live games, betting on sports) 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello, Thanks for the quick reply

Yes, the verification is the problem,

I played without a bonus,

I only played slots,

Unfortunately, I didn't keep all the emails and only took a screenshot of the live chats once.

I took another screenshot which shows that the transaction history is still pending even though I sent it 2 weeks ago.

The proof of address and selfie with ID and website in the background are pending approval, I uploaded this a week ago

Hallo vielen dank für die schnelle antwort

Ja die überprüfung ist das problem,

Ich habe ohne Bonus gespielt,

Ich habe nur Slots gespielt,

Ich habe leider nicht alle email behalten, und bei den livechats nur einmal einen screenshot gemacht.

Ich hab noch einen screenshot gemacht auf den ist zu sehen das die transaktions history immernoch auf ausstehen steht obwohl ich diese bereits vor 2 wochen gesendet habe.

Der adressnachweis Und selfie mit ausweis und internetseite im hintergrund stehe auf ausstehende Genehmigung, diese habe ich vor einer woche hochgeladen

Thank you very much, Baumton, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Baumton,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Alf Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Dear Dominika,

Thank you for contacting us.

We would like to inform that the pending withdrawals were paid successfully. The customer has requested new withdrawals which will be paid soon.

Thank you for understanding!

Best regards,

Customer Service

Thank you for the information.

Dear Baumton, could you please confirm once you have received the payments?

Dear Baumton,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.