Alf Casino - Il giocatore ritiene che il prelievo richiesto sia in ritardo.

Hello.

I won €114,500 at alfcasino and now there are increasing instances of withdrawals being cancelled with the most outlandish reasons.

First I was told that I was a VIP and that payouts would be faster than normal.

Now, the problem is that there are cancellations due to system errors, or my bank doesn't accept the payments, etc.

All of this is apparently being done to avoid paying out the money.

I desperately need your help!!!

Hallo.

ich habe bei alfcasino 114.500€ gewonnen und es kommt nun vermehrt zu Abbrüchen der Auszahlungen mit den ausgefallensten Begründungen.

Zuerst wurde mir gesagt, dass ich VIP bin und die Auszahlungen schneller gehen als normal.

Nun ist es so, dass es Abbrüche wegen Systemfehlern gibt, oder meine Bank die Zahlungen nicht akzeptiert usw.

Das alles wird anscheinend gemacht, um das Geld nicht auszahlen zu müssen.

Ich brauche unbedingt Hilfe von Euch!!!

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.

Dear crazythings1,

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

Hello,

Today I was informed that I need to verify an old, no longer valid credit card.

It's pure harassment what they're doing to delay payouts and thus lower my VIP level.

Hallo,

Heute wurde mir mitgeteilt, dass ich eine alte, nicht mehr vorhandene, Kreditkarte verifizieren soll.

Es ist wirklich reine Schikane, was die da machen, um die Auszahlungen zu verzögern und damit mein VIP Level sinkt.

Dear crazythings1,

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 morning,

Unfortunately, nothing has changed!

Alfcasino has now informed me that I can process old credit card transactions.

should submit.

I did that too.

But nothing happens again.

Can you please help?

Best regards

Marius

Guten MOrgen,

leider hat sich noch nichts geändert!

Alfcasino hat mir jetzt mitgeteilt, dass ich alte Transaktionen von der Kreditkarte

einreichen soll.

Das habe ich auch getan.

Aber es passiert wieder nichts.

könnt ihr bitte helfen?

Besten Gruß

Marius

Dear crazythings1, 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?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Good morning Karla,

Yes, before this big win I had several smaller wins and paid them out.

Could you please confirm that you have passed the KYC verification?

I've already submitted everything, but the credit card hasn't been accepted yet. It's taking forever.

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

No bonus!!

Did you play casino games or bet on sports?

Casino games

Could you please share your communication with the casino regarding the delayed payout?

Guten Morgen Karla,

ja, vor diesem großen Gewinn habe ich schon mehrmals kleinere Gewinne gehabt und auch ausgezahlt.

Könnten Sie bitte bestätigen, dass Sie die KYC-Überprüfung bestanden haben?

Ich habe bereits alles eingereicht, aber die Kreditkarte wurde noch nicht akzeptiert. Es dauert einfach ewig.

Haben Sie Ihre Gewinne mit oder ohne aktiven Bonus gesammelt?

Ohne Bonus!!

Hast du Casinospiele gespielt oder auf Sport gewettet?

Casinospiele

Könnten Sie bitte Ihre Kommunikation mit dem Casino bezüglich der verzögerten Auszahlung teilen?

Dear crazythings1,

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, Martina, ([email protected])). 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,

Karla Mayfly

Dear crazythings1,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Alf Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear all,

Thank you for contacting us.

We  kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Alf Casino

Dear all,

Thank you for contacting us.

We would like to inform you that the relevant department inform us that you need to provide the following Documents :

card 420361******2635 both sides photo copy

Kind regards,

Alf Casino

Thank you, Alf Casino, for the update!

Dear crazythings1,

I would kindly ask you to submit the required documents to the casino and please let me know once this has been done.

Thank you very much in advance.

This card, number 420361******2635, no longer exists, and I have already written this at least 5 times.

Alf Casino also responded to that!!!

See here...

And I have already made several deposits and withdrawals with my new card.

Best regards

Crazythings1

Diese Karte Karte 420361******2635 gibt es nicht mehr und das habe ich auch schon bestimmt 5 Mal geschrieben.

Alf Casino hat auch darauf geantwortet!!!

Siehe hier...

Und ich habe auch schon mehrmals mit meiner neuen Karte eingezahlt und auch abgehoben.

Beste Grüße

Crazythings1

Dear crazythings1,

Thank you.

The screenshot in your first message is not readable. Could you please resend it in better quality?

Also, do I understand correctly that you have already submitted the bank statements for the old card, and only the physical card itself is no longer in your possession?

Thank you very much in advance.

Yes, exactly, the physical card is no longer available. There's been a new one for a long time now, which I've used to make deposits and withdrawals.

ja genau, die physische Karte gibt es nicht mehr. Dafür gibt es schon lange eine Neue, mit der ich auch schön ein und ausgezahlt habe.

Chat history from June 12, 2026

Endriya

Thank you for your patience. I'm reviewing your question and will be back soon. View original

We sincerely apologize for any inconvenience caused by your request. To investigate the matter further, we kindly ask you to send an email to [email protected] to send. As soon as we receive your message, our team will do their best to help you with all your concerns and questions – because you are a valued customer!

Thank you for your understanding and patience! Show original

I have already sent several emails.

Nothing happens

Endriya

Could you please tell me when you last wrote an email? View original

I have written an email every day since May 27th.

Endriya

Thank you for the confirmation. Please bear with me while I document everything – your concerns and feedback – in writing. Show original

Please remain in the chat; it will take a moment while I carefully note your details and file a complaint against VIP. Show original

Thank you for your patience. I have taken all necessary steps on my end; after consulting with the relevant department, I have given special emphasis to your request. Show original

On behalf of our company, I apologize for the delay. Please be assured that our department is already working on processing your request.

I would like to apologize on behalf of the entire team, as I fully understand your situation; therefore, I will address your request with the highest priority.

I am grateful for your understanding and kindness. Show original

I have done everything on my part. Show original

Is there anything else I can help you with? Show original

Enter your message here...

Chatverlauf vom 12.06.26

Endriya

Vielen Dank für Ihre Geduld. Ich überprüfe Ihre Frage und werde bald zurück sein.Original anzeigen

Wir bitten vielmals um Entschuldigung für die Unannehmlichkeiten im Zusammenhang mit Ihrem Anliegen. Um den Sachverhalt genauer prüfen zu können, möchten wir Sie bitten, eine E-Mail an [email protected] zu senden. Sobald Ihre Nachricht bei uns eingeht, wird unser Team sein Bestes tun, um Ihnen bei all Ihren Anliegen und Fragen weiterzuhelfen – denn Sie sind ein geschätzter Kunde!

Vielen Dank für Ihr Verständnis und Ihre Geduld!Original anzeigen

ich habe schon etliche emails geschickt

es passeirt nichts

Endriya

Könnten Sie mir bitte sagen, wann Sie die letzte E-Mail geschrieben haben?Original anzeigen

ich habe jeden Tag, seit dem 27.05. eine E-Mail geschrieben

Endriya

Danke für die Bestätigung. Bitte haben Sie noch etwas Geduld, während ich alles – Ihre Anliegen und Ihr Feedback – schriftlich festhalte.Original anzeigen

Bitte bleiben Sie im Chat; Es wird noch einen Moment dauern, da ich Ihre Angaben genau notiere und eine Beschwerde gegen VIP verfasse.Original anzeigen

Vielen Dank für Ihre Geduld. Ich habe meinerseits alles Nötige veranlasst; Nach Rücksprache mit der zuständigen Abteilung habe ich Ihr Anliegen besonders hervorgehoben.Original anzeigen

Im Namen unseres Unternehmens bitte ich die Verzögerung zu entschuldigen. Seien Sie versichert, dass unsere Abteilung bereits an der Bearbeitung Ihres Anliegens arbeitet.Original anzeigen

Ich möchte mich im Namen des gesamten Teams entschuldigen, da ich Ihre Situation sehr gut nachvollziehen kann; Daher werde ich Ihr Anliegen mit höchster Priorität bearbeiten.Original anzeigen

Ich bin dankbar für Ihr Verständnis und Ihre Freundlichkeit.Original anzeigen

Ich habe meinerseits alles getan.Original anzeigen

Kann ich Ihnen noch irgendwie behelfend sein?Original anzeigen

Nachricht hier eingeben...

Dear crazythings1,

Thank you for helping me understand the situation better.

Dear Alf Casino,

Is there any alternative solution available for the player, since providing the requested item is not possible in this case?

Please let us know.

Thank you very much in advance.

Dear all,

Thank you for the patience

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Alf Casino

Dear all,

Thank you for the patience,

We would like to ask you to provide proof of cancellation letter from the bank that CC*2635 that is no longer active.

Kind regards,

Alf Casino

Good morning,

I requested confirmation from the bank.

However, I would like to know why they need the old card when there is already a new one with which several transactions have already been carried out?!

Guten Morgen,

ich habe die Bestätigung bei der Bank angefragt.

Jedoch möchte ich gerne wissen, warum sie die alte Karte benötigen, wenn es schon eine Neue gibt, mit der schon diverse Transaktionen ausgeführt wurden?!

Dear crazythings1,

This is usually common KYC/ AML verification.