Alf Casino - Igrački nalog je zatvoren.

I made some winnings at the casino and my account with the balance inside was blocked and I can no longer access it.

Ho affettuato delle vincite al casino e mi e stato bloccato il conto con il saldo all interno e non vi posso piu accedere

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

The winnings were accumulated through slots, I was never asked for verification, I played both with bonuses and with real balance

le vincite sono state accumulate tramite slot , la verifica non mi e stata mai chiesta, ho giocato sia con bonus che con saldo reale

Thank you very much for your reply, Mando001. Have you tried contacting the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

they only said this

hanno detto solo questo

Dear Mando001,

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, Mirka (miroslava.d@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,

Kristina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Alf Casino representative to join this conversation.

Dear Alf Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Mirka,

We kindly request to check the information provided via email.

If you have any additional questions don't hesitate to contact us.

Thank you in advance.

Kind Regards,

Alf Casino Team

Dear Alf Casino,

I sent you an email with request for additional information.

Please check your inbox at your earliest convenience.

Thank you.

Dear Mirka,

We would like to inform you that our team is reviewing your request and we'll return to you shortly with a clear update.

Thank you for your cooperation.

Kind Regards,

Alf Casino Team

Dear Alf Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear Mirka,

We kindly request to check the information provided via email.

If you have any additional questions don't hesitate to contact us.

Thank you for your cooperation.

Kind Regards,

Alf Casino Team

Dear Alf Casino,

Thank you for your response to my previous email. However, I would like to kindly remind you that I have yet to receive the evidence I requested. Please check my last email and provide the requested information at your earliest convenience.

Thank you for your cooperation.

Dear Mirka,

We would like to inform you that we provided you the required evidence.

Thank you for your cooperation.

Kind Regards,

Alf Casino Team

Dear Mando001,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

Dear Mirka,

We kindly request to check the information provided via email.

If you have any additional questions, don't hesitage to contact us.

Thank you for your cooperation.

Kind Regards,

Alf Casino Team

Dear Alf Casino,

I sent you an email. Please check your inbox.

Thank you.

Dear All,

We would kindly like to apologize for the delay in this case.

Please be informed that we are currently further reviewing the claim and will contact you with further information as soon as possible.

We thank you for your understanding.

Kind regards,

AlfCasino team

Dear Mirka,

We kindly request to check the information provided via email.

If you have any additional questions, don't hesitate to contact us.

Thank you for your cooperation.

Kind Regards,

Alf Casino Team

Dear player,

I am extending the timer since I need to discuss the issue internally. I will notify you, if there are any updates.

Dear Alf Casino,

Please send me a full game log (game and transaction history in excel format) covering the full day of the incident.

Thank you.

Dear Mirka,

We would like to inform you that our team is looking into your request and we'll return to you shortly with it.

Thank you for your cooperation.

Kind Regards,

Alf Casino Team

Dear Mirka,

We would like to kindly confirm that we provided you the required information via email.

Thank you for your cooperation.

Kind Regards,

Alf Casino Team

Dear Alf Casino,

Although I've received file with some of the bets, the period does not match the bets in question on screenshots previously provided, and it doesn't show all available data.. Please send me original excel file, that would cover also the period of alleged breaches visible on screenshots.

Thank you.

Dear Mirka,

We kindly request to check the email provided.

We look forward to your reply.

Kind Regards,

Alf Casino Team

Dear Alf Casino,

Although 've received your email, it only contained the same file, that you sent me previously, which was deemed insufficient for confirming your claims.

Please send me player's full game log as downloaded from the system- in excel format (xls), that would contain ALL of the data, events ,transactions,... that are visible on the screenshots previously provided by you for explanation of the issue. Please note, that covering ALL of these, along with visible timestamps is crucial for confirming your claims and closure of the complaint.

We will be waiting for your update. We would greatly appreciate it if you could provide the requested evidence at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide evidence specifically as requested the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Alf casino

Dear Mirka,

We would like to inform you that we have just sent an email containing the additional, comprehensive documentation as requested.

Kindly review the provided document at your earliest convenience. We trust this information will clarify the matter and help us close the case.

Best regards,

Alfcasino Team

Dear Mando001,

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that you have used a strategy that directly breaches casino's terms and conditions, along with principles of fair gambling. For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you.

Best regards,

Mirka