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Casino: Alf Casino

Issue: Confirmed withdrawal not received

I requested a withdrawal of €500 via bank transfer. The payment (reference 1044826282) was approved and confirmed by the casino. However, more than one week after that confirmation, the amount has still not arrived in my bank account.

A standard bank transfer clears within a few business days, so this delay is not normal. I have contacted customer support in writing and asked them to either complete the transfer or provide a transaction receipt (date and transaction reference), but the payment remains outstanding.

What I am asking for: the full €500 to be paid out to my account, or a verifiable proof that the transfer was actually executed.

Details:

- Withdrawal amount: €500

- Method: bank transfer

- Payment reference: 1044826282

- Status: approved/confirmed by the casino

- Time since confirmation: over 1 week

- Account username: [redacted]

I can provide screenshots of the withdrawal confirmation and my correspondence with support on request.

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Stay safe.

Dear Timnau,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Timnau,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good day,

Unfortunately, I still haven't received any money, even though there was another informal confirmation from the casino that the payment had already been initiated.

Guten Tag,

leider habe ich weiterhin kein Geld erhalten auch wenn es eine erneute formlose Bestätigung des casinos gab das die Zahlung schon veranlasst wurde.

Thank you for the update. Please allow me to ask you a few questions so I can understand the situation.

• Have you made any successful withdrawals before?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?

Thank you very much in advance for your reply.

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

Dear Timnau,

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,

Jean