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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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Stay safe.

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

Hello,

I explicitly stated gambling addiction as the reason. I have forwarded all relevant emails to you. KYC verification has not yet been required, and the account is still open.

Best regards

Hallo,

ich habe als Grund ausdrücklich Spielsucht genannt. Ich habe Ihnen alle entsprechenden E-Mails weitergeleitet. Eine KYC-Verifizierung war bisher noch nicht erforderlich, und das Konto ist immer noch geöffnet.

Mit freundlichen Grüßen

Hello Veronika,

I have forwarded to you the two email exchanges regarding the two attempted account closures. These clearly show that I explicitly requested the account closure in each instance, citing gambling addiction as the reason.

The account was last closed on April 10, 2026, and reopened less than a month later.

Best regards

Hallo Veronika,

ich habe Ihnen die beiden E-Mail-Verläufe zu den zwei „versuchten „Kontoschließungen weitergeleitet. Daraus geht hervor, dass ich jeweils ausdrücklich die Schließung des Kontos beantragt habe, auch als Grund Spielsucht genannt.

Am 10.4.2026 wurde das Konto zuletzt geschlossen und nicht mal 1 Monat danach wieder eröffnet.

Mit freundlichen Grüßen

As can be seen in the screenshots, the initial account closure was explicitly stated as being due to gambling addiction and was permanently requested on March 6, 2026. The account was closed within 2-3 days, but was automatically reopened about a month later without my request or consent.

On April 6, 2026, I had the account closed again, also requesting permanent closure and stating once more that it should not happen like last time, where it opens by itself.

Wie auf den Screenshots zu sehen ist, wurde die erste Kontoschließung ausdrücklich gesagt aufgrund von Spielsucht und dauerhaft am 06.03.2026 beantragt. Das Konto wurde innerhalb von 2–3 Tagen geschlossen, jedoch etwa einen Monat später ohne meine Anfrage und ohne mein Einverständnis automatisch wieder eröffnet.

Am 06.04.2026 habe ich das Konto erneut schließen lassen auch mit der bitte um dauerhafte Schließung und nochmal gesagt , dass es nicht so passieren soll wie letztes mal das es von alleine geöffnet wird.

Dear Alfproblem

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Casino Guru Team,

The casino is refusing to issue a refund, but claims to have permanently closed my account. I have attached a screenshot of their response.

From the response, I cannot tell whether my case was fully understood. My account should not have been open at all at the time I made the further deposits.

I have already explicitly requested the permanent closure of my account twice due to my gambling addiction. Both requests were submitted and processed.

That is precisely why I believe that the subsequent deposits could not have taken place if the casino had properly complied with my closure requests.

Thank you for your support.

Best regards

Liebes Casino Guru Team,

das Casino weigert sich, die Rückerstattung vorzunehmen, hat jedoch nach eigenen Angaben mein Konto nun dauerhaft geschlossen. Den Screenshot der Antwort habe ich beigefügt.

Aus der Antwort kann ich nicht erkennen, ob mein Fall vollständig verstanden wurde. Mein Konto hätte zu dem Zeitpunkt, an dem ich die weiteren Einzahlungen vorgenommen habe, gar nicht mehr geöffnet sein dürfen.

Ich habe bereits zweimal ausdrücklich aufgrund meiner Spielsucht die dauerhafte Schließung meines Kontos beantragt. Beide Anträge erfolgten und wurden durchgeführt

Genau deshalb bin ich der Ansicht, dass die späteren Einzahlungen nicht hätten stattfinden können, wenn das Casino meinen Schließungsanträgen ordnungsgemäß nachgekommen wäre.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Dear Alfproblem,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Alf Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Alf Casino representative to join this conversation and participate in resolving this complaint.

Dear Alf Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Player,

We would like to inform you that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

Alfcasino Team

Dear Alf Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

I don't mean to sound impatient, but my case was already forwarded to the relevant department for review on June 1, 2026, i.e., 9 days ago.

On June 3, 2026, 7 days ago, I received information that my account had been closed, but the matter regarding the refund was still being investigated.

On June 6, 2026, i.e. 4 days ago, I was informed that the refund was rejected or that the matter is still being investigated.

I understand that such cases require careful and thorough examination. However, 10 days have now passed without me receiving a concrete answer, explanation, or solution. Instead, this thread continues to simply state that the case is still under review.

I would therefore be very pleased if the casino could prioritize my case, as 10 days have already passed without a final decision or comprehensible explanation.

Best regards

ich möchte nicht ungeduldig wirken, aber mein Fall wurde bereits am 01.06.2026, also vor 9 Tagen, an die zuständige Abteilung zur Prüfung weitergeleitet.

Am 03.06.2026, also vor 7 Tagen, erhielt ich die Information, dass mein Konto geschlossen wurde, die Angelegenheit bezüglich der Rückerstattung jedoch weiterhin geprüft wird.

Am 06.06.2026, also vor 4 Tagen, wurde mir mitgeteilt, dass die Rückerstattung abgelehnt wurde bzw. die Angelegenheit weiterhin geprüft wird.

Mir ist bewusst, dass solche Fälle eine sorgfältige und intensive Prüfung erfordern. Allerdings sind inzwischen bereits 10 Tage vergangen, ohne dass ich eine konkrete Antwort, Begründung oder Lösung erhalten habe. Stattdessen wird hier im Thread weiterhin lediglich mitgeteilt, dass der Fall noch geprüft wird.

Ich würde mich daher sehr freuen, wenn das Casino meinen Fall priorisieren könnte, da inzwischen bereits 10 Tage ohne eine endgültige Entscheidung oder nachvollziehbare Begründung vergangen sind.

Mit freundlichen Grüßen

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Player,

I hope this message finds you well.

Additionally, following a thorough review of your claim, our management team has decided to offer you a full refund of €3,550 as resolution.

Please reply directly to let us know if you accept this offer. Once we receive your confirmation, we will immediately proceed with processing your refund.

Kind regards,

AlfCasino Team

Dear Alf Casino Team,

I gladly accept the offer and thank you for your reply and help.

Liebes Alf Casino Team,

ich nehme das Angebot gerne an, und bedanke mich für Ihre Antwort und Hilfe.

Dear Alf Casino,

The player agrees with the refund offer.

Please let us know whether there is anything further required from the player at this stage.

Additionally, please let us know once there is any update regarding this case or once the refund has been processed on your side.

Dear Player,

We are pleased to inform you that your refund was successfully processed and completed on 18 June.

Please note that depending on your bank's processing times, it may take between three and five business days from the processing date for the funds to appear in your account. This timeframe is counted from the processing date of 18 June.

As payment have now been completed, we consider this matter resolved.

Thank you again for your patience.

Kind regards,

AlfCasino Team

Dear Alfproblem,

According to the casino, the refund has been fully processed on their side. Please note that it may take up to five days for the funds to arrive in your account.

Please let us know whether you received the refund within this time frame.

Additionally, you can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

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

Dear Alfproblem,

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,

Igor