BetAlice Casino - Povlačenje igrača je odloženo zbog verifikacije.

I have been trying to make a withdrawal from BetAlice for almost 3 weeks now and after waiting more than 10 days they told me I need to verify my account by uploading National ID; selfie holding the ID with the website opened on a device in the same photo; Mifinity wallet screenshots showing my name, address etc and Mifinity transactions for the period 25th September to 25th October. I have provided everything this Tuesday (11th of November) and I still have no reply. The website says it can take up to 24 hours for verification, while Live chat operators say it can be 3 days and today they told me it may even require 10 days. I think I have been waiting for too long now to be able to make a single withdrawal so I decided to open a complaint with CasinoGuru. Also, I have deposited a total of 500 euro at BetAlice and I have never requested a withdrawal until now. My winnings come from both real money and bonus money, but everything I have in the account is now real funds and I should be allowed to make withdrawals. (I currently have 3746 EUR, of it 2224 EUR are currently placed on a sports event that is scheduled to take place on November 22nd) I hope you can help be solve the issue. Thank you!

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

What types of games did you play to accumulate the winnings you've been trying to withdraw? Were they slots, live casino games, or did you place bets on sports?

Did you accumulate your winnings with or without a bonus?

Could you please forward me the documents you sent to the casino for verification? My email address is veronika.f@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

Veronika, I have sent you an email with the same documents I have uploaded to BetAlice's website. My winnings were accumulated through sports betting, I rarely play slots or casino games so I am almost 100% sure I have never placed bets on anything else other than sports with this casino. I won 300 EURO Free bet which I managed to turn into 1320 EURO real funds, then I kept placing bets with them until I turned it into 3724 EURO. Everything is in accordance with the Terms and conditions.

After uploading the requested documents today I found out the Verification page once again says that My account does not need to be verified currently, but at least now I am able to request withdrawals (something that was blocked previously). I have not received an email confirming that I have been verified but I hope I will receive my payments this time.

Thank you for the updates. Please note that usually we recommend players wait up to 14 days for their withdrawal requests to be processed and paid out by the casino. If you do not receive your winnings by December 2, or if your withdrawal request gets cancelled, please let me know, and we will continue with the investigation. Thank you for your understanding.

Today 24th November 2025 I received the first payment of €500 via Mifinity wallet. €3262 left in my BetAlice account. I will close this complaint as Resolved once I get all my money out.

I'm glad to hear that you now received the first portion of your winnings. Kindly keep me updated on the status of your next payments. Thank you for your cooperation.

I just received €500 from BetAlice. For some reason the withdrawal requested on October 19th is still pending but the one from October 24th was paid out today.

€1000 more received today. €1762 remaining.

Thank you for letting me know. When exactly did you submit your most recent withdrawal request, and how much did you request to be withdrawn?

I have received almost all of my money, I am waiting for the last 262 EURO to be paid out before I close this complaint as Resolved. I expect to receive it this week, when I do I will let you know immediately. Thank you.

OK I have received all my money today. Thank you very much to CasinoGuru, Veronika and BetAlice.

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

Dear 7ilen0,

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,

Veronika