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I requested an indefinite account closure due to gambling addiction... the casino closed the account regularly after a few weeks and sent me an email with 50 free spins. I opened the casino page and found my account reactivated. I played the 50 free spins and subsequently, being a gambling addict, I deposited 100 euros. I am requesting a refund of this amount since I did not request reactivation and since it is not provided for by the responsible gaming standards, they committed an arbitrary act that goes against the fundamental regulations for the fight against gambling and gambling addiction that the casino says it supports. The emails exchanged are attached.

Ho chiesto chiusura account a tempo indeterminato per ludopatia... il casino ha chiuso regolarmente l'account dopo poche settimane lo stesso mi manda una mail con 50 freespin gratis apro la pagina del casino e trovo il mio account di nuovo abilitato gioco i 50 freespin e successivamente da ludopatico che sono ho depositato 100 euro chiedo refund di tale somma pooichè io non ho chiesto riattivazione e poichè non è previsto dai tc dl gioco responsabile hanno commesso un atto arbitrario che va contro i regoilamenti fondamentali per la lotta al gioco d azzardo e ludopatia che il casino dice di sostenere in allegaot le email intercorse

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Alf Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion due to gambling addiction via email at support@alfcasino.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Alf Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas