Alf Casino - Igrački račun je zatvoren, a sredstva su konfiskovana.

I am filing this complaint against AlfCasino because my account was closed after a verification process that lasted several months, and my entire balance of €9,232 was withheld.

The casino in question is specifically:

https://alfcasino318637.com/de/

Before the verification process began, AlfCasino had already successfully processed three withdrawals to my Solana wallet, totaling approximately €1,500. Further withdrawals were then stopped and my account was verified.

Throughout the entire process, I fully cooperated and submitted all requested documentation. This included my proof of identity, proof of ownership of my SOL and TRX wallets, photos of my Ledger Nano S Plus showing wallet addresses and personal information, and all available information and transaction records related to my LTC deposit.

The LTC deposit came directly from my verified Razed Casino account. Since Razed processes withdrawals through its own wallets, I couldn't prove that the actual blockchain sender address was my own wallet. This was confirmed to me in writing by Razed and explained to AlfCasino.

During the months-long review process, AlfCasino repeatedly informed me that my documents had been received, no further documents were required, my case had high priority, and the verification was in the "final phase" or "final checks".

Since no decision was reached, I filed a formal complaint using the procedure provided for in the terms and conditions.

Shortly afterwards, AlfCasino also requested a selfie in which I was holding my valid ID and the AlfCasino website was visible in the background. I submitted this proof immediately as well.

AlfCasino then informed me that my account had failed verification and would be permanently closed in accordance with section 9.1 of their terms and conditions. My entire balance of €9,232 was retained in accordance with section 9.4.

I then demanded a concrete explanation as to which provision of section 9.1 I was alleged to have violated and on what factual basis my entire balance was being withheld.

Section 9.1 covers serious violations such as fraud, using other people's funds or payment methods, collusion, abusive betting activities, and money laundering. However, AlfCasino did not specify any particular violation. I was simply informed again that I had failed the verification process.

I object to this decision and the withholding of my funds. I have submitted all the requested evidence. If AlfCasino claims a breach of its terms and conditions, I should be specifically informed of the accusation and the basis for withholding €9,232.

Additionally, section 13.8 of the AlfCasino terms and conditions refers directly to AskGamblers for external dispute resolution. However, AskGamblers confirmed to me in writing that this specific AlfCasino operator or domain is not listed there and therefore my complaint cannot be processed.

I therefore request Casino Guru's assistance in investigating the case and to obtain a concrete explanation from AlfCasino for the account closure and withholding of my balance.

My desired solution is the payout of my €9,232, unless AlfCasino can demonstrate a concrete and verifiable basis for withholding it in full.

I have extensive documentation of all verification steps, wallets and transactions, as well as emails, chat logs, terms and conditions, and correspondence with AskGamblers. I will provide further documentation upon request.

Very important evidence: The final KYC rejection, account closure and confiscation of my funds at AlfCasino was not sent from an AlfCasino email address, but from kyc@stonevegas.com Sent. I ask Casino Guru to also investigate this matter and request an explanation from AlfCasino regarding the connection between AlfCasino and StoneVegas concerning the KYC verification and the decision regarding my balance.

Ich reiche diese Beschwerde gegen AlfCasino ein, da mein Konto nach einem mehrere Monate dauernden Verifizierungsprozess geschlossen und mein gesamtes Guthaben von 9.232 € einbehalten wurde.

Bei dem betreffenden Casino handelt es sich ausdrücklich um:

https://alfcasino318637.com/de/

Vor Beginn der Verifizierung hatte AlfCasino bereits drei Auszahlungen auf meine Solana-Wallet im Gesamtwert von ca. 1.500 € erfolgreich ausgezahlt. Danach wurden weitere Auszahlungen gestoppt und mein Konto wurde verifiziert.

Während des gesamten Prozesses habe ich vollständig kooperiert und alle angeforderten Nachweise eingereicht. Dazu gehörten mein Identitätsnachweis, Eigentumsnachweise meiner SOL- und TRX-Wallets, Fotos meines Ledger Nano S Plus mit Wallet-Adressen und persönlichen Daten sowie sämtliche verfügbaren Informationen und Transaktionsnachweise zu meiner LTC-Einzahlung.

Die LTC-Einzahlung stammte direkt von meinem verifizierten Konto beim Casino Razed. Da Razed Auszahlungen über eigene Wallets abwickelt, konnte ich die tatsächliche Blockchain-Absenderadresse nicht als meine eigene Wallet nachweisen. Dies wurde mir von Razed auch schriftlich bestätigt und gegenüber AlfCasino erklärt.

Während der monatelangen Prüfung teilte AlfCasino mir mehrfach mit, dass meine Dokumente eingegangen seien, keine weiteren Unterlagen benötigt würden, mein Fall hohe Priorität habe und sich die Verifizierung in der „finalen Phase" bzw. bei den „finalen Prüfungen" befinde.

Nachdem trotzdem keine Entscheidung erfolgte, reichte ich eine formelle Beschwerde über das in den AGB vorgesehene Verfahren ein.

Kurz danach verlangte AlfCasino zusätzlich ein Selfie, auf dem ich meinen gültigen Ausweis halte und die AlfCasino-Webseite im Hintergrund sichtbar ist. Auch diesen Nachweis habe ich sofort eingereicht.

Anschließend teilte AlfCasino mir mit, dass mein Konto die Verifizierung nicht bestanden habe und gemäß Abschnitt 9.1 der AGB dauerhaft geschlossen werde. Mein gesamtes Guthaben von 9.232 € wurde gemäß Abschnitt 9.4 einbehalten.

Ich verlangte daraufhin eine konkrete Erklärung, gegen welche Bestimmung aus Abschnitt 9.1 ich verstoßen haben soll und auf welcher tatsächlichen Grundlage die vollständige Einbehaltung meines Guthabens erfolgt.

Abschnitt 9.1 umfasst schwerwiegende Verstöße wie Betrug, Verwendung fremder Gelder oder Zahlungsmethoden, Absprachen, missbräuchliche Wettaktivitäten und Geldwäsche. AlfCasino hat jedoch keinen konkreten Verstoß genannt. Mir wurde lediglich erneut mitgeteilt, dass ich die Verifizierung nicht bestanden hätte.

Ich widerspreche dieser Entscheidung und der Einbehaltung meines Guthabens. Ich habe sämtliche verlangten Nachweise eingereicht. Wenn AlfCasino einen AGB-Verstoß behauptet, sollte mir konkret mitgeteilt werden, was mir vorgeworfen wird und worauf die Einbehaltung von 9.232 € basiert.

Zusätzlich verweist Abschnitt 13.8 der AlfCasino-AGB für die externe Streitbeilegung direkt auf AskGamblers. AskGamblers bestätigte mir jedoch schriftlich, dass genau dieser AlfCasino-Betreiber bzw. diese Domain dort nicht gelistet ist und meine Beschwerde deshalb nicht bearbeitet werden kann.

Ich bitte Casino Guru daher um Unterstützung bei der Prüfung des Falls und darum, von AlfCasino eine konkrete Begründung für die Kontoschließung und Einbehaltung meines Guthabens zu erhalten.

Meine gewünschte Lösung ist die Auszahlung meiner 9.232 €, sofern AlfCasino keine konkrete und nachvollziehbare Grundlage für deren vollständige Einbehaltung nachweisen kann.

Ich verfüge über umfangreiche Nachweise zu sämtlichen Verifizierungsschritten, Wallets und Transaktionen sowie E-Mails, Chatverläufe, AGB und die Korrespondenz mit AskGamblers. Weitere Unterlagen stelle ich jederzeit auf Anfrage zur Verfügung.

Sehr wichtiger Beleg: Die endgültige KYC-Ablehnung, Kontoschließung und Einziehung meines Guthabens bei AlfCasino wurde nicht von einer AlfCasino-E-Mail-Adresse, sondern von kyc@stonevegas.com versendet. Ich bitte Casino Guru, auch diesen Umstand zu prüfen und AlfCasino um Erklärung zu bitten, welche Verbindung zwischen AlfCasino und StoneVegas hinsichtlich der KYC-Prüfung und der Entscheidung über mein Guthaben besteht.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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.

• How many deposits did you make into this casino, and which payment methods did you use?
• Could you please forward me all the communication between you and the casino customer support regarding the verification of your account, especially regarding the ownership of the wallets used for depositing money into this casino? My email address is veronika.f@casino.guru.
• What types of games did you play to accumulate the winnings the casino confiscated from you?

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 Veronika, thank you so much for the quick reply!

I sent you an email with all the important information and answers to your questions!

Thank you and have a nice day.

Regards

Johannes

Hallo Veronika, vielen Dank für die schnelle Antwort!

ich habe dir eine Mail geschickt, mit allen wichtigen Infos und Antworten auf deine Fragen!

Danke und ein schönen Tag.

MfG

Johannes

Dear Johnvik

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, Samuel (samuel.s@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 Johnvik,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Alf Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Alf Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear all,

Thank you for bringing this to our attention. Please be kindly informed that the player's account has been closed as per the following aspects of the General Terms and Conditions, which he acknowledged upon the creation of his account on our website:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• using the Website for commercial purposes or in someone else’s name or interest;
• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
• using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets;
• colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;
• using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;
• engaging in money laundering, terrorism financing or any other criminal activity;
• threatening, harassing or abusing other customers or members of our staff;
• attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems;
• attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment;
• attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;
• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;
• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;
• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

We hope that this clears up our position and thank you for your understanding.

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

Kind Regards,

Alf Casino Team.

Hello everyone,

Thank you for the response, Alf Casino.

I understand that the account was closed based on the terms and conditions you have referenced. However, the response lists several different types of prohibited activities, and it is still unclear to me which specific rule violation the player is alleged to have committed.

Could you please clarify exactly which of the listed activities the player engaged in and what specific conduct led you to this conclusion?

I would also appreciate it if you could provide the relevant evidence supporting this allegation, so that I can independently assess the situation and determine whether the account closure and confiscation of winnings were justified.

Thank you for your cooperation.