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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

Good evening Mr. Tommaso, the account was closed again after the loss of 100 euros. They replied that no refund is foreseen because I have already played the money (according to them I paid them to leave them there to die). I sent you an email with several attachments relating to the exchanged emails. For further information, please contact me.

Buonasera signor tommaso l account è stato chiuso nuovamnete successivamnte alla perdita dei 100 euro mi hanno risposto che non è previsto alcun rimborso poichè i soldi me li sono già giocati (secondo loro li versavo per lasciarli li a morire ) le ho inviato una mail con diversi allegait relativi alle mail intercorse per ultoriori mi contatti pure

Thanks for your patience.

I went over the communication provided, using different translation engines; however, I couldn't reach the conclusion that you informed the casino of your gambling issues in your message to the casino.

Sadly, we may only ask the casino to refund money spent on gambling in cases where the casino was obligated to protect the player. Based on the evidence you provided, we couldn't reach this conclusion.

Since you confirmed the casino has already closed your account, there is little we can accomplish.

Please let me know if there is any previous communication or any other information I might have overlooked.

My account, as requested, was supposed to be closed indefinitely. They reopened it without me even asking... the desire to close it is independent of the reason... but what can I say? Lately, someone has been talking about karma. I hope it really exists... regards.

il mio account come da me richiesto doveva essere chiuso a tempo indeterminato loro lo hanno riaperto senza che io lo chiedessi... la voltontà di chiuderlo prescinde dal motivo ... però che dirle ultimamente qualcuno parla di karma spero esista per davvero... saluti

Thanks for sharing your point of view. I completely understand where you're coming from.

Without the necessary disclosure of gambling issues, we unfortunately can't conclude the casino had any obligation to protect you from playing. No basis for the return of money used for gambling can therefore be established, despite the unwanted reopening of your account.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.