Alf Casino - プレイヤーがキャンセルした出金は返金されませんでした。

I had requested 2 withdrawals each of 800.00 €. After I had gambled away the remaining money, I cancelled both withdrawals. This can be seen in the withdrawal history. However, the total of 1,600 € was not credited to my account. When inquired, I was told that I had cancelled the withdrawals several times and gambled away the money, which is untrue. When I pointed out the withdrawal history, which only shows 2 cancellations, I was simply told that they could not help me anymore. A lady said she was now off work. I've never experienced such audaciousness! In the attachment, you can find a screenshot of the withdrawal history.

Ich hatte 2 Auszahlungen à 800,00 € beantragt. Nachdem ich das verbliebene Geld verspielt hatte, habe ich die beiden Auszahlungen storniert. Das ist auch in der Auszahlungshistorie zu sehen. Die insgesamt 1.600 € wurden meinem Konto allerdings nicht gutgeschrieben. Auf Nachfrage wurde mir gesagt, ich hätte die Auszahlungen mehrmals storniert und das Geld verspielt, was nicht stimmt. Auf meinen Verweis auf die Auszahlungshistorie, auf der nur 2 Stonierungen vermerkt sind, wurde mir nur gesagt, man könne mir nicht weiterhelfen. Eine Dame sagte SIe hätte jetzt Feierabend. Sowas dreistes habe ich noch nie erlebt! Im Anhang finden Sie einen Screenshot der Auszahlungshistorie.

Dear Butch030,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there a possibility that these funds were credited back without you noticing? Are you sure you didn't accidentally lose these winnings?

Could you please forward me your game history together with the communication between you and the casino? My email address is kristina.s@casino.guru.

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.

Best regards,

Kristina

Dear Butch030,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.