Alf Casino - Povlačenje igrača je odloženo.

The withdrawal times are completely absurd. I have three withdrawals waiting for several days. Far from the advertised 3-5 days.

Tempi di prelievo totalmente insensati, ho tre prelievi da molti giorni in attesa. Lontano dai 3-5 giorni pubblicizzati.

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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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Could you please specify how many days ago was your withdrawal requested?
• Was your account, including the payment method, successfully verified?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you.

Thank you in advance.

Best regards,

Attila

I requested the first withdrawal on March 26th, some others in the days immediately following, but it's still more than 14 days.

KYC procedure not necessary and they didn't notify me anything about it even if it was, they would have done it at least, right?

E' dal 26 di Marzo che ho richiesto il primo prelievo, alcuni altri i giorni immediatamente successivi invece, ma sono comunque più di 14gg.

Procedura kyc non necessaria e non mi hanno notificato nulla in tal senso anche se fosse, lo avrebbero fatto quantomeno, no?

Dear Giulii, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Could you please attach a screenshot of your pending withdrawal?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Have you already made successful withdrawals?

NO

Did you accumulate your winnings with or without an active bonus?

WITHOUT

Could you attach a screenshot of your pending withdrawal?

SEE ATTACHMENTS

Could you share your communication with the casino regarding the delayed withdrawal? Please send emails or chat transcripts to my email address: attila.g@casino.guru or post screenshots here.

I HAD A CONVERSATION WITH CHAT SUPPORT AND THEY ASSURED ME I JUST HAD TO WAIT, THEY DON'T PROVIDE CHAT HISTORY.

Hai già effettuato prelievi andati a buon fine?

NO

Hai accumulato le tue vincite con o senza un bonus attivo?

SENZA

Potresti allegare uno screenshot del tuo prelievo in sospeso?

VEDI ALLEGATI

Potresti condividere la tua comunicazione con il casinò in merito al prelievo ritardato? Invia email o trascrizioni di chat al mio indirizzo email: attila.g@casino.guru oppure pubblica qui degli screenshot.

HO AVUTO UNA CONVERSAZIONE CON L'ASSISTENZA IN CHAT E MI HA ASSICURATO DI DOVER SOLAMENTE ASPETTARE, NON FORNISCONO STORICO CHAT.

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,

Attila

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 Giulii,

Thank you for reaching out to us.

We would kindly like to apologize for the delay of your payment and any inconvenience this may have caused.

Please be informed that we forwarded your requests with priority and we will investigate the reason of delay.

We will contact you with further information as soon as possible.

We thank you for your patience and understanding.

Kind regards,

AlfCasino Team

Dear Alf Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear Giulii,

Thank you for your patience.

Please be informed that the department is currently investigating your case and we expect further updates as soon as possible.

We thank you for your patience and understanding.

Kind regards,

AlfCasino Team

Dear Alf Casino,

Please provide us with an update as soon as possible.

Dear Giulii,

Thank you for your patience.

We are happy to inform you that your withdrawal requests have been successfully complete.

We thank you for your understanding and patience in this case.

Kind regards,

AlfCasino Team

Dear Giulii,

Please notify me, when you receive the full disputed amount. Feel free to use the 'resolved' button.

Thank you.

Dear Giulii,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru