BetAlice Casino - Povlačenje igrača je odloženo.

Hello, on August 14, I opened an account with BetAlice and deposited 500 euros. After successfully completing the wagering requirements, I requested a withdrawal of 500 euros from my winnings. Unfortunately, this withdrawal has not been processed, and I have no way to initiate the verification process. I'm being put off in live chat, and emails to support@betalice are not answered. Please help me withdraw my money. Thank you.

Hallo, am 14. August habe ich bei BetAlice ein Konto eröffnet und 500 EUR eingezahlt. Nach erfolgreichem Durchspielen der Wettanforderungen habe ich 500 EUR von meinem Gewinn zur Auszahlung beantragt. Leider wird diese Auszahlung nicht bearbeitet und ich habe auch keine Möglichkeit die Verifizierung zu starten. Im LiveChat werde ich vertröstet und emails an support@betalice werden nicht beantwortet. Bitte helfen Sie mir bei der Auszahlung meines Geldes. Danke

Dear player,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Dominika, thank you for your support. Regarding your questions:

No, I haven't made a successful withdrawal yet. The withdrawals discussed here are the first at BetAlice.

No, I haven't been able to complete the KYC verification yet. The casino says it's not currently necessary. Therefore, there's no way to upload verification documents.

I received the first deposit bonus, but didn't use it and canceled. (See screenshot).

greeting

Hallo Dominika, Danke für Deine Unterstützung. Zu Deinen Fragen:

Nein, ich habe noch keine erfolgreiche Abhebung vorgenommen. Die hier thematisierten Abhebungen sind die ersten bei BetAlice.

Nein, die KYC-Verifizierung habe ich noch nicht durchführen können, das Casino schreibt, diese ist aktuell nicht nötig. Es gibt somit keine Möglichkeit, Verifizierungs-Dokumente hochzuladen.

Ich habe den First Deposit Bonus bekommen, diesen aber nicht benutzt und abgebrochen. (Siehe Screenshot).

Gruß

Hello, the first withdrawal of EUR 500 has now been successfully completed. Further withdrawal requests remain pending.

Hallo, mittlerweile ist eine erste Auszahlung von 500 EUR erfolgreich abgeschlossen. Weitere Auszahlungsanfragen bleiben unbearbeitet.

Hello, another change. I've now been given the opportunity to verify myself on the website and have just uploaded all the required documents.

Hallo, eine weitere Änderung. Ich habe nun auf der Website die Möglichkeit bekommen, mich zu verifizieren und habe soeben alle erforderlichen Dokumente hochgeladen.

Dear player, how much have you received so far?

How many withdrawals are still pending? Could you specify the dates and exact amounts of each pending withdrawal?

Apart from the pending withdrawals, is there still any remaining balance in your casino account that you intend to withdraw?

Have you now successfully completed the verification process, or is it still ongoing?

Hello, to answer your questions. I won EUR 2,500. Of this EUR 2,500, I successfully received EUR 500 without having to verify my identity. I was then asked to verify my identity. I have uploaded all the requested documents. They keep asking for more documents. I am currently supposed to upload a PDF with a bank statement which shows the transfer of EUR 500 from August 14th. I have already uploaded my complete monthly statement, which also shows the transfer, but the transfer is not for EUR 500, but for EUR 528.31, because the payment service provider charged a fee of EUR 28.31. I explained this to the KYC team. However, I am still being asked to upload the deposit of EUR 500 from August 14th as a PDF. Now I don't know what to do. Please help.

Hallo, zu Ihren Fragen. Ich habe 2500 EUR gewonnen. Von diesen 2500 EUR habe ich 500 EUR erfolgreich ausbezahlt bekommen ohne das ich mich verifizieren musste. Anschließend wurde ich aufgefordert mich zu verifizieren. Ich habe alle angeforderten Dokumente hochgeladen. Es werden immer weitere Dokumente gefordert. Aktuell soll ich ein PDF mit einem Kontoauszug hochladen, welcher die Überweisung vom 14.08. in Höhe von 500 EUR zeigt. Ich habe bereits meinen kompletten Monatsauszug hochgeladen, der auch die Überweisung zeigt, nur ist die Überweisung nicht 500 EUR , sondern 528,31 EUR, weil der Zahlunsgdienstleister noch eine Gebühr von 28,31 verlangt hatte. Dies habe ich den KYC Team erklärt. Es wird aber trotzdem von mir verlangt, die Einzahlung vom 14.08. in Höhe von 500 EUR als PDF hochzuladen. Jetzt weiss ich nicht weiter. Bitte um Unterstützung.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Torkon2000,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BetAlice Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Dear all,

I hope this message finds you well.

We would like to inform you that the player needs to upload an original PDF file with bank statement of his card with all credit and debit transactions including deposit to our casino in the amount of 500 EUR on 14.08.25 will be visible.

The player has already been notified with the above request.

Kind regards,

Betalice Casino Team

Hello BetAlice Team, thanks for your information. I already uploaded an original PDF created from my banking app. It shows all transaction in August and it shows also the deposit to BetAlice. The deposit was 500 EUR AND a transaction fee of your financial provider Mbooktrx of 28,31 EUR. That means a transaction of 528,31 EUR is showing on my bank account.

Best Regards

Dear BetAlice Casino,

Could you kindly confirm whether the documents uploaded by the player are sufficient to complete the KYC process?

Thank you in advance for your cooperation.

Best regards,

Attila G.

Dear Torkon2000,

Thank you for the documents you have submitted thus far. 

We wish to inform you that your verification has been successfully completed.

We can confirm you that 1 withdrawal of 500 EUR was successfully processed.

Please keep in mind that withdrawals take around 3 business days to be completed.

Your other 2 Withdrawals requests have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Kind regards,

BetAlice Casino Team

Hello, and thank you for the encouraging information. I can confirm the successful receipt of another withdrawal request and will inform you again as soon as all funds have been successfully paid out.

Hallo und vielen Dank für die erfreulichen Informationen. Ich kann den erfolgreichen Eingang einer weiteren Auszahlungsanfrage bestätigen und informiere wieder, sobald alle Gelder erfolgreich ausgezahlt wurden

Dear Torkon2000,

Thank you for the information.

I will keep this complaint open until I receive confirmation of the receipt of your withdrawals.

Best regards,

Attila G.

Dear all,

I hope this message finds you well.

We are pleased to inform you that all pending withdrawal requests have been successfully completed.

We wish you all the best on your future endeavors.

Kind Regards,

Betalice Casino Team

Hello everyone, that's unfortunately not true. Fortunately, two more payouts have been successfully deposited into my bank account. However, a final payout of EUR 500 is still pending. I'll let you know when this one has also been successfully paid out. Regards

Hallo zusammen, das stimmt leider nicht. Erfreulicherweise sind 2 weitere Auszahlungen erfolgreich auf meinem Bankkonto eingegangen. Es ist aber noch ein letzte Auszahlung in Höhe von 500 EUR in Bearbeitung. Ich melde mich, wenn auch diese erfolgreich ausgezahlt wurde. Gruß

Dear Torkon2000,

Thank you for the update.

I will keep this complaint open until I receive confirmation of the receipt of your withdrawals.

Best regards,

Attila G.

Dear Torkon2000,

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.

Hello, all payouts have been successfully received in my bank account. Thank you for your support.

Hallo, alle Auszahlungen sind erfolgreich auf meinem Bankkonto eingegangen. Vielen Dank für die Unterstützung

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Torkon2000,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila