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Stay safe.

Dear kaimann,

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

Update: As of today, June 1st, 2026, 1,000 euros have been paid out, however the payment from the 23rd is still being processed.

Update: Am heutigen Tag 01.06.2026 wurden 1.000 Euro ausgezahlt, jedoch ist die Auszahlung vom 23. weiterhin in Bearbeitung.

Update 03.06.2026

I contacted live support again today and asked about the payout from May 23, 2026.

Support has confirmed that:

My payout will continue to be processed by the responsible finance department.

Currently, no verification of my account is required.

No documents are currently required from me.

and I will be notified if any documents are required in the future.

However, support was still unable to give me a specific timeframe for processing.

The payment from May 23, 2026, is therefore still in the "In Process" status on June 3, 2026.

Update 03.06.2026

Ich habe heute erneut den Live-Support kontaktiert und nach der Auszahlung vom 23.05.2026 gefragt.

Der Support hat bestätigt, dass:

meine Auszahlung weiterhin durch die zuständige Finanzabteilung bearbeitet wird,

aktuell keine Verifizierung meines Kontos erforderlich ist,

derzeit keine Dokumente von mir benötigt werden,

und ich benachrichtigt werde, falls zukünftig Unterlagen erforderlich sein sollten.

Einen konkreten Zeitrahmen für die Bearbeitung konnte mir der Support jedoch weiterhin nicht nennen.

Die Auszahlung vom 23.05.2026 befindet sich somit auch am 03.06.2026 weiterhin im Status „In Bearbeitung".

Dear kaimann,

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.

Update 05.06.2026

Unfortunately, there is still no change regarding the payment due on May 23, 2026.

Live support informed me on June 5, 2026, that my case had been forwarded to the finance department and was being processed with high priority. Despite this information, the payout status remains "In Process".

The support team has also repeatedly confirmed that no verification of my account is required and no further documents are needed from my side.

The payment due on May 23, 2026 is therefore still pending.

I don't know why this is taking so long. Besides the payment from May 23rd, there are still two more payments of €500 each pending on my account. And then there's the remaining €12,500 still missing. I have all the transaction records, including screenshots, if needed.

Update 05.06.2026

Leider gibt es weiterhin keine Änderung bezüglich der Auszahlung vom 23.05.2026.

Der Live-Support teilte mir am 05.06.2026 mit, dass mein Fall an die Finanzabteilung weitergeleitet wurde und mit hoher Priorität bearbeitet wird. Trotz dieser Information befindet sich die Auszahlung weiterhin im Status „In Bearbeitung".

Der Support hat außerdem mehrfach bestätigt, dass keine Verifizierung meines Kontos erforderlich ist und keine weiteren Dokumente von meiner Seite benötigt werden.

Die Auszahlung vom 23.05.2026 ist somit weiterhin offen.

ich weiß nicht wieso das so lange hinausgezögert wird. Auf meinem Konto befinden sich zu der Auszahlung vom 23.05 schließlich noch zwei weitere in Höhe von 500€ in Bearbeitung. Und dann fehlen noch die anderen 12.500€ . Ich habe alle Verläufe inklusive Screenshots falls das benötigt wird.

Update 06.06.2026

The payment from May 23, 2026 has now been successfully transferred to my bank account.

Thank you so much for your support.

Currently, the more recent payments from June 1st, 2026 and June 2nd, 2026, as well as another payment requested today, are still being processed.

Since the payout from May 23, 2026, has now been successfully processed, there appears to be no verification or account issue. I will continue to monitor the processing of the remaining payouts and provide another update if necessary.

Update 06.06.2026

Die Auszahlung vom 23.05.2026 wurde inzwischen heute erfolgreich auf mein Bankkonto überwiesen.

Vielen Dank für die Unterstützung.

Aktuell befinden sich noch die neueren Auszahlungen vom 01.06.2026 und 02.06.2026 sowie eine weitere heute beantragte Auszahlung in Bearbeitung.

Da die Auszahlung vom 23.05.2026 nun erfolgreich bearbeitet wurde, scheint kein Verifizierungs- oder Kontoproblem vorzuliegen. Ich werde die Bearbeitung der verbleibenden Auszahlungen weiterhin beobachten und bei Bedarf ein weiteres Update geben.

ear Kai,

Thank you for the update.

I am glad to hear that the withdrawal from May 23, 2026, has been successfully paid.

To better understand the current situation, could you please confirm how much money in total has already been paid out from the balance you originally intended to withdraw? Is the disputed amount of €1,500 still up to date, or have you successfully withdrawn additional funds since submitting the complaint?

Additionally, could you please let us know the current amount still pending for withdrawal and provide a screenshot of your outstanding withdrawal requests, if possible?

Thank you very much for your cooperation.

Karla

Hello Karla,

Thank you for your message.

A total of €1,500 has now been successfully paid out to my bank account.

The payment of May 23, 2026, which was originally the subject of my complaint, has now been successfully processed and paid out.

However, several payment requests are currently still being processed. The outstanding payment amount is €12,000.

I currently have three active withdrawal requests pending for €500 each, so a total of €1,500 is being processed.

I will attach a screenshot of the currently pending payouts to this update.

Thank you for your support.

Best regards

Kai Mann

Hallo Karla,

vielen Dank für Ihre Nachricht.

Inzwischen wurden insgesamt 1.500 € erfolgreich auf mein Bankkonto ausgezahlt.

Die Auszahlung vom 23.05.2026, die ursprünglich Gegenstand meiner Beschwerde war, wurde mittlerweile erfolgreich bearbeitet und ausgezahlt.

Aktuell befinden sich jedoch weiterhin mehrere Auszahlungsanträge in Bearbeitung. Der derzeit noch offene Auszahlungsbetrag beträgt 12.000 €.

Derzeit habe ich drei aktive Auszahlungsanträge über jeweils 500 € offen, also insgesamt 1.500 € in Bearbeitung.

Einen Screenshot der aktuell offenen Auszahlungen werde ich diesem Update beifügen.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Kai Mann

Dear Kai,

Thank you for your cooperation throughout this complaint.

I am pleased to see that the withdrawal which was originally the subject of this complaint has now been successfully processed and paid out. Since the casino has now paid the withdrawals that were initially disputed, I will close this complaint.

Please note that this closure applies only to the withdrawals that formed the basis of the complaint. Should the casino significantly delay your future withdrawal requests again, or if any new issues arise regarding the remaining balance, you are welcome to contact us and reopen the case at any time.

If you are satisfied with how your complaint was handled, we would also greatly appreciate it if you could consider sharing your experience with our Complaint Resolution Center on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your feedback helps us improve our services and assists other players who may need our help in the future.

Thank you for your cooperation, and I wish you all the best.

Karla

We’ve reopened this complaint at the request of kaimann. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Karla,

Thank you so much for reopening my case.

Unfortunately, the situation has not yet been resolved.

The three payments scheduled for June 13th, 14th and 15th, 2026 are still in "Processing" status.

Live support has repeatedly confirmed to me that:

no verification is required

There are no problems with my account.

the payouts were not stopped,

and the processing is already in its final phase.

Despite this, the status has not changed to this day and I have not received any further payment.

I would be grateful if you could ask the casino again for a concrete statement.

Thank you for your support.

Hallo Karla,

vielen Dank, dass Sie meinen Fall wieder aufgenommen haben.

Leider hat sich die Situation bisher nicht gelöst.

Die drei Auszahlungen vom 13.06., 14.06. und 15.06.2026 befinden sich weiterhin im Status „In Bearbeitung".

Der Live-Support hat mir mehrfach bestätigt, dass:

keine Verifizierung erforderlich ist,

keine Probleme mit meinem Konto bestehen,

die Auszahlungen nicht gestoppt wurden,

und sich die Bearbeitung bereits in der Endphase befindet.

Trotzdem hat sich der Status bis heute nicht geändert und ich habe keine weitere Auszahlung erhalten.

Ich wäre Ihnen dankbar, wenn Sie das Casino erneut um eine konkrete Stellungnahme bitten könnten.

Vielen Dank für Ihre Unterstützung.

Hello Karla,

Unfortunately, there is still no news.

Today is July 1st, 2026 and the three payouts from June 13th, 14th and 15th, 2026 are still in "Processing" status.

Despite the assurance from live support that payouts have not been stopped, no verification is required, and processing is already in its final stages, I have not yet received any further payouts.

I simply wanted to inform you about the current status and thank you for your support.

Hallo Karla,

leider gibt es weiterhin keine Neuigkeiten.

Heute ist der 01.07.2026 und die drei Auszahlungen vom 13.06., 14.06. und 15.06.2026 befinden sich weiterhin im Status „In Bearbeitung".

Trotz der Zusicherung des Live-Supports, dass die Auszahlungen nicht gestoppt wurden, keine Verifizierung erforderlich ist und sich die Bearbeitung bereits in der Endphase befindet, habe ich bislang keine weitere Auszahlung erhalten.

Ich wollte Sie lediglich über den aktuellen Stand informieren und bedanke mich für Ihre Unterstützung.

Dear Kai,

Thank you very much for the update.

To make sure that the complaint accurately reflects your current situation, could you please let me know:

• How much has the casino paid out to you in total so far?
• How much money is currently requested in pending withdrawal requests?

This information will help me update the disputed amount correctly before we proceed with the complaint.

Thank you very much in advance for your reply.

Karla

Dear kaimann,

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, Samuel, ([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 kaimann,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Alf Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Alf Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello Samuel,

Thank you for your support.

The three previous payments have now been successfully processed and transferred to my bank account.

Immediately afterwards, I was able to submit three more withdrawal requests for €500 each. These are now back in "Processing" status.

Unfortunately, I'm now worried that this pattern will repeat itself. So far, almost all payouts have had to wait significantly longer than the announced processing times. They were only processed after considerable delays.

My current casino balance is €7,500.35. Since a maximum of three withdrawal requests are possible simultaneously, I fear that the full withdrawal of my balance will take a very long time.

I would be grateful if you could ask the casino for an explanation as to why payouts are regularly delayed for so long and whether there is any way to speed up the remaining payout process.

Thank you for your continued support.

Hallo Samuel,

vielen Dank für Ihre Unterstützung.

Inzwischen wurden die drei vorherigen Auszahlungen erfolgreich bearbeitet und auf mein Bankkonto überwiesen.

Direkt danach konnte ich erneut drei Auszahlungsanträge über jeweils 500 € stellen. Diese befinden sich nun wieder im Status „In Bearbeitung".

Leider mache ich mir inzwischen Sorgen, dass sich dieser Ablauf immer wiederholt. Bisher mussten nahezu alle Auszahlungen deutlich länger als die angekündigten Bearbeitungszeiten warten. Erst nach längeren Verzögerungen wurden sie schließlich bearbeitet.

Mein aktuelles Guthaben im Casino beträgt 7.500,35 €. Da maximal drei Auszahlungsanträge gleichzeitig möglich sind, befürchte ich, dass sich die vollständige Auszahlung meines Guthabens noch über einen sehr langen Zeitraum hinziehen wird.

Ich wäre Ihnen dankbar, wenn Sie das Casino um eine Erklärung bitten könnten, warum sich die Auszahlungen regelmäßig so lange verzögern und ob es eine Möglichkeit gibt, den verbleibenden Auszahlungsprozess zu beschleunigen.

Vielen Dank für Ihre weitere Unterstützung.

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

AlfCasino

Hello everyone,

thank you for the update.

Dear Alf Casino,

thank you for looking into the case. We will await further updates from your side.

Thank you for your cooperation.

Dear all,

Thank you for the patience.

We would like to inform you that withdrawals of the player is successfully completed.

Regarding the pending withdrawal it will be proceeded soon.

Kind regards,

Alfcasino

Hello dear Alf Casino, dear Guru Team,

Update: It seems the winnings are finally being paid out faster. There's still €5000 waiting to be paid out in my account.

I'll post another update soon. But it looks like the casino is keeping its word. Thanks for that.

Hallo liebes Alf Casino , liebes Guru Team,

update: es scheint so als würden die Gewinne nun endlich schneller ausgezahlt werden. Es sind noch 5000€ als Auszahlung auf meinem Konto.

Ich werde mich mit einem neuen Update melden. Aber es sieht so aus als würde das Casino sein Wort halten. Danke dafür

Hello everyone,

thank you both for the update.

Dear Alf Casino,

thank you for the information. I appreciate your cooperation and I'm pleased to hear that the withdrawals are now being processed.

Dear kaimann,

thank you for confirming the progress. This is certainly a positive development. Since there is still a remaining balance of €5,000 to be withdrawn, I will keep the complaint open until you confirm that you have successfully received all of your funds.

Please let me know once the remaining withdrawal has been processed or if you encounter any further issues.

Thank you both for your cooperation.

I'll do that. Thank you very much. New payouts are already being processed.

Das mache ich. Vielen Dank. Es sind bereits neue Auszahlungen in Bearbeitung

Good morning,

Unfortunately, there's a new problem. I can't make any further withdrawals at the moment, as my monthly withdrawal limit seems to be €7,000. Therefore, I'll have to wait until August for the remaining €3,500.

What I don't understand, however, is that in July I was able to withdraw over €8,000 in total, even though the limit is supposedly €7,000. That seems contradictory.

I have attached a screenshot of the conversation for clarification. I request that you review the matter and explain why the limit was applied differently in my case.

Guten Morgen,

leider gibt es ein neues Problem. Ich kann derzeit keine weiteren Auszahlungen vornehmen, da mein monatliches Auszahlungslimit offenbar bei 7.000 € liegt. Deshalb muss ich auf die restlichen 3.500 € bis August warten.

Was ich jedoch nicht verstehe: Im Juli konnte ich insgesamt über 8.000 € auszahlen, obwohl das Limit angeblich bei 7.000 € liegt. Das erscheint widersprüchlich.

Ich habe zur Verdeutlichung einen Screenshot der Unterhaltung beigefügt. Ich bitte Sie, den Sachverhalt zu prüfen und mir zu erklären, warum das Limit in meinem Fall unterschiedlich angewendet wurde.

Hello everyone,

thank you for the update.

Dear Alf Casino,

could you please clarify the situation regarding the player's withdrawal limit?

The player states that the current monthly withdrawal limit appears to be €7,000, but also mentions that more than €8,000 was successfully withdrawn during July. Could you please confirm what withdrawal limit applies specifically to this player's account and explain why the previous withdrawals exceeded the mentioned limit?

Thank you for your clarification.

Dear kaimann,

thank you for providing the additional information. I will wait for the casino's explanation regarding the applied withdrawal limits before proceeding further.

Thank you both for your cooperation.

Hello Casino Guru Team,

The casino claims that my account has a monthly withdrawal limit of €7,000 and is therefore refusing further withdrawals until next month.

However, this statement clearly contradicts my payout history.

The attached screenshots show that I received 17 completed payouts of €500 each in the same month. This totals €8,500. Two further payout requests were cancelled and are not even included in this sum.

Additionally, I am attaching a screenshot of the live chat in which the support explicitly confirms that my monthly payout limit is €7,000 and that I have to wait until next month.

There is an obvious contradiction here:

Support claims my monthly withdrawal limit is €7,000.

However, the payout history shows that the casino itself has already paid me €8,500 in the same month.

I therefore request that the casino be confronted with this contradiction and that the following questions be clarified:

Why does the casino claim my monthly withdrawal limit is €7,000, even though €8,500 has already been withdrawn?

On what basis are further payments being refused?

Are the payout limits applied uniformly or are they changed arbitrarily?

The attached screenshots clearly document both the completed payouts and the statement from support.

Thank you for your support.

Hallo Casino Guru Team,

das Casino behauptet, dass für mein Konto ein monatliches Auszahlungslimit von 7.000 € gilt und verweigert deshalb weitere Auszahlungen bis zum nächsten Monat.

Diese Aussage widerspricht jedoch eindeutig meiner Auszahlungshistorie.

Den beigefügten Screenshots ist zu entnehmen, dass ich im selben Monat 17 abgeschlossene Auszahlungen à 500 € erhalten habe. Das entspricht insgesamt 8.500 €. Zwei weitere Auszahlungsanträge wurden storniert und sind in dieser Summe nicht einmal enthalten.

Zusätzlich füge ich einen Screenshot des Live-Chats bei, in dem der Support ausdrücklich bestätigt, dass mein monatliches Auszahlungslimit 7.000 € beträgt und ich bis zum nächsten Monat warten müsse.

Hier liegt ein offensichtlicher Widerspruch vor:

Der Support behauptet, mein monatliches Auszahlungslimit betrage 7.000 €.

Die Auszahlungshistorie zeigt jedoch, dass das Casino selbst bereits 8.500 € im selben Monat an mich ausgezahlt hat.

Ich bitte daher darum, das Casino mit diesem Widerspruch zu konfrontieren und folgende Fragen zu klären:

Warum behauptet das Casino, mein monatliches Auszahlungslimit liege bei 7.000 €, obwohl bereits 8.500 € ausgezahlt wurden?

Auf welcher Grundlage werden weitere Auszahlungen verweigert?

Werden die Auszahlungslimits überhaupt einheitlich angewendet oder werden sie willkürlich geändert?

Die beigefügten Screenshots belegen sowohl die abgeschlossenen Auszahlungen als auch die Aussage des Supports eindeutig.

Vielen Dank für Ihre Unterstützung.

Dear All,

We are writing to confirm that total withdrawals for the month of July have reached 7,000 EUR, fully utilizing the monthly limit without exceeding it.

A total of 14 withdrawals of 500 EUR each were successfully processed as follows:

July 6: 3 withdrawals (1,500 EUR)

July 10: 3 withdrawals (1,500 EUR)

July 13: 1 withdrawal (500 EUR)

July 14: 4 withdrawals (2,000 EUR)

July 17: 1 withdrawal (500 EUR)

July 18: 1 withdrawal (500 EUR)

July 19: 1 withdrawal (500 EUR)

We hope this clarifies the matter for you.

Best regards,

Alfcasino

Hello everyone,

thank you both for the updates.

Dear Alf Casino,

thank you for the clarification regarding the player's monthly withdrawal limit. I appreciate your response.

Dear kaimann,

based on the information currently available to me, it appears that the casino has processed withdrawals totaling €7,000 during the current monthly period, which is consistent with the withdrawal limit set out in its Terms & Conditions. Therefore, at this stage, I do not see a discrepancy regarding the applied limit.

Please continue to keep me updated on the progress of your withdrawals. Once the next withdrawal period begins, let me know whether the casino continues processing your withdrawal requests in accordance with the applicable limits.

Thank you both for your cooperation.

Thank you, I'll do that.

Danke das mache ich

Dear kaimann,

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.

Thanks for the info. But I have to wait until the beginning of August to make the final payments.

Danke für die Info. Aber ich muss ja bis Anfang august warten um die letzten Auszahlungen zu machen.

Hello kaimann,

there is no need to worry. I will keep this complaint open until all of your remaining withdrawals have been successfully processed.

The message about the timer is simply an automatic reminder sent after the timer expires. Even after receiving it, you still have an additional 7 days to reply before the complaint would be closed automatically.

For now, I will continue monitoring the situation. Please let me know once the next withdrawal period begins and whether the casino processes your withdrawals accordingly.

Thank you for your cooperation.

Thank you very much. I just made a new withdrawal yesterday.

Vielen Dank. Ich hab gestern eben neue Auszahlung vorgenommen

Hello kaimann,

thank you for the update.

I'm glad to hear that you have been able to submit another withdrawal request.

Could you also please let me know approximately how much balance still remains on your account? This will help me keep track of the remaining amount until all funds have been successfully withdrawn.

Thank you for your cooperation, and please keep me updated on the progress of your withdrawals.

Gladly.

Two payments of €500 each are being processed. The remaining balance is €2000.

Gerne.

2x 500€ sind in der Bearbeitung. Rest sind noch 2000€ dann.

Hello kaimann,

thank you for the update.

I appreciate the clarification. I'll keep the complaint open and look forward to hearing more good news as your withdrawals continue to be processed.

Thank you for your cooperation.

Dear kaimann,

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.

Dear Samuel,

Thank you for the patience.

We would like to inform you that the withdrawals of the player has been successfully completed.

Kind regards,

Alfcasino

Hello everyone,

Dear Alf Casino,

thank you for confirming that the player's withdrawals have now been successfully completed. I appreciate your cooperation in resolving this matter.

Dear kaimann,

could you please confirm whether you have received the remaining funds in full?

If everything has now been received and there are no further issues, please let me know so that I can proceed with closing the complaint as resolved.

Thank you both for your cooperation.

Hello everyone,

Dear Alf Casino,

thank you for your cooperation throughout the investigation and for confirming that the player's withdrawals were successfully completed. I appreciate your assistance and continued cooperation during the entire process.

Dear kaimann,

As I have not received any further response from you or confirmation that the funds were received, I will now proceed with closing the complaint as Rejected.

This does not mean that I am disregarding the casino's confirmation. Rather, as you have stopped communicating and have not confirmed whether the funds were received, I have no basis to keep the complaint open or determine that any further assistance is required.

Thank you both for your cooperation.

Best regards,

Samuel

Casino Guru