Alf Casino - プレイヤーのアカウントは予告なく閉鎖されました。

Greetings casino guru team,

The casino recently closed my account, and I am seeking your help to resolve this issue. Below is the text from their last email:

"We would like to inform you that your account did not pass the verification procedure on our Project and has now been closed without the right to reopen as per Terms and Conditions 9.3."

I find this behavior by the casino quite inappropriate. They previously paid me €400, and now, without any warning, they have closed my account while I still had a balance of €234.

My account is fully verified. Requested documents were provided.

I would greatly appreciate your assistance in addressing this matter.

Thank you in advance for your help.

Lyudmyla

Dear Pasta45MeaL,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Terms and Conditions of Alf Casino and this is what I found under rule 9.3:

9.3 We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me the link or a screenshot of it.

What types of games did you play?

If you have any other communication with the casino customer support that could be relevant to the investigation of your case, please forward it to me at veronika.l@casino.guru.

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,

My bonus was a welcome package - https://alfcasino1.com/en/promotions

I played only slots.

Thank you for your reply.

Do you have any correspondence with the casino's customer support that may be relevant to the investigation? If so, please forward these emails to the address I mentioned earlier: veronika.l@casino.guru. Collecting as much information as possible will help us determine the best next steps.

Thank you very much for your cooperation, and I look forward to assisting you further.

Really there is nothing to add , in 2 months I have 2 emails from them, one is requesting documents and second about account closure.

Thank you very much, Pasta45MeaL, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Pasta45MeaL for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Alf Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

Hello Pasta45MeaL,  

Thank you for contacting our customer support team.

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:-

5.3 :- You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

9.3 :- We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

If you have any additional questions, please, do not hesitate to contact us via email support@AlfCasino.com or via Live Chat.

Best Wishes,

AlfCasino Team.

Thank you for the update Alf Casino representative, has the player not provided the requested documents in time? While we strive to better the industry in many ways we don't want to go against industry-wide rules such as this one as we find the 30 days to be enough time. If the player did not provide the documents in this timeframe I'm afraid we'll have to reject the complaint. Thank you in advance for your response!

Yes Peter, that is correct. We did not receive the documents within the 30 days from the requested date. Thank you!

Thank you for the clarification Alf Casino representative.

Dear Pasta45MeaL, unfortunately, we are unable to assist further. We recommend having verification documents on hand when you want to play at a casino to prevent situations like these in the future. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter