BetAlice Casino - El jugador cree que el reintegro se ha retrasado.

I am filing this complaint regarding my pending €1,000 withdrawal from BetAlice Casino.

I requested the withdrawal on June 29th, 2025.

According to BetAlice’s support team, withdrawals should be processed within 3 business days.

Today is July 9th, and I have still not received my payout.

Since July 5th, I have contacted live support daily, and each time I was told that my request has "top priority" and is being delayed due to "high transaction volume."

I have also received multiple email replies from the support team, all of which repeat the same vague message: that my withdrawal is being processed, and that they cannot provide an exact timeframe due to unspecified "external factors."

I have not been asked for additional verification. My account is fully verified. The issue is not with me – it appears to be purely on the casino’s side.

This lack of transparency and failure to process a withdrawal within a reasonable time frame is unacceptable and deeply concerning.

I kindly ask CasinoGuru to assist in mediating this situation and help ensure that my funds are paid out without further delays.

Thank you in advance for your support.

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

Dear Dominika,

The amount in dispute is now only €500, as I canceled the most recent payout. The €500 payout has been pending since June 29, 2025. I have tried several times to obtain precise information about the payout via email or live chat. However, I continue to receive the same template messages stating that this is an increased payout volume.

Sehr geehrte Dominika,

der Streitwert beläuft sich auf nur noch 500€, da ich die jüngste Auszahlung storniert habe. Die Auszahlung von 500€ ist weiterhin in Bearbeitung seit dem 29.06.2025. Ich habe mehrfach weiterhin versucht per E-Mail oder per Live Chat eine genaue Information zur Auszahlung erhalten. Jedoch wird weiterhin mit den Template Texten geantwortet, dass es sich hier um ein erhöhtes Auszahlungsvolumen handelt.

I would like to provide a further update on my case, as the payment has still not been received as of July 14, 2025 – 16 days after the original payment request on June 29, 2025.

I contacted the live chat again today. They clearly confirmed to me that support has no real contact with the finance department. Even when I asked, no internal forwarding was documented or explained. Instead, they simply stated each time that "the specialist department has been informed" – but without any confirmation that anything has been processed at all.

I tried several times to contact the responsible department or casino management directly. Instead, I was simply redirected to the email address I already knew. - behind which, however, the same support team answers via Zendesk and only sends copy-paste texts.

I politely and repeatedly asked for specific information:

When will the payment be made?

Who is responsible?

Why was I promised a processing time of a few days, which has now been far exceeded?

All these questions were either ignored or answered with evasive standard phrases such as:

> "Please don’t worry,"

"The payment will be made shortly,"

"We thank you for your patience."

The situation now appears systematic rather than an unfortunate isolated incident. Customer service seems to be solely dedicated to fending off inquiries, not solving problems.

I therefore urgently request CasinoGuru to actively approach the casino on my behalf and push for an immediate payout.

Thank you.

Ich möchte ein weiteres Update zu meinem Fall geben, da die Auszahlung auch am 14.07.2025 weiterhin nicht erfolgt ist – also 16 Tage nach dem ursprünglichen Auszahlungsantrag am 29.06.2025.

Ich habe heute erneut den Livechat kontaktiert. Dabei wurde mir klar bestätigt, dass der Support keinen echten Kontakt zur Finanzabteilung hat. Es wurde mir auch auf Nachfrage keine interne Weiterleitung dokumentiert oder nachvollziehbar gemacht. Stattdessen wird jedes Mal lediglich gesagt, dass „die Fachabteilung informiert sei" – aber ohne jegliche Bestätigung, dass überhaupt etwas bearbeitet wurde.

Ich habe mehrfach versucht, eine direkte Kontaktmöglichkeit zur zuständigen Abteilung oder zur Casinoleitung zu erhalten. Stattdessen wurde ich lediglich wieder an die bekannte E-Mail-Adresse support@betalice.com verwiesen – hinter der jedoch dasselbe Support-Team über Zendesk antwortet und nur Copy-Paste-Texte schickt.

Ich habe höflich und wiederholt um konkrete Informationen gebeten:

Wann wird ausgezahlt?

Wer ist zuständig?

Wieso wurde mir eine Bearbeitungszeit von wenigen Tagen versprochen, die nun weit überschritten ist?

All diese Fragen wurden entweder ignoriert oder mit ausweichenden Standardfloskeln beantwortet wie:

> „Bitte machen Sie sich keine Sorgen",

„Die Auszahlung erfolgt in Kürze",

„Wir danken für Ihre Geduld".

Die Situation wirkt mittlerweile systematisch und nicht wie ein bedauerlicher Einzelfall. Der Kundendienst scheint ausschließlich dazu da zu sein, Anfragen abzuwimmeln, nicht um Probleme zu lösen.

Ich bitte daher CasinoGuru dringend darum, in meinem Namen aktiv auf das Casino zuzugehen und auf eine sofortige Auszahlung zu drängen.

Vielen Dank.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please clarify why the disputed amount is now only €500? Did you receive the other €500, or was it canceled and lost?

Have you made any successful withdrawals before?

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

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? 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.

Dear Dominika,

Thank you for your feedback and your willingness to help me with my case. I will be happy to answer

Your questions in detail:

1. Why is the disputed amount only €500?

I had originally submitted two withdrawal requests, each for €500. I canceled one of them (the second, later request) because I didn't see any progress.

The €500 in question now relates to the original application dated June 29, 2025 – this was not paid out and is still open.

2. Have you ever received successful payouts?

No, I have not yet received a payout from BetAlice.

3. KYC verification

I wasn't asked to complete KYC verification. Customer service said it wasn't required for my withdrawal.

4. Were the winnings achieved with or without a bonus?

The winnings come from an active deposit bonus.

I fully complied with the bonus terms and conditions (wagering requirements, stake limits, etc.). No violations were reported or alleged.

5. Communication with the casino

I have had extensive communication with customer support – both via live chat and email to .

The replies were mostly standard text, without clear information or deadlines. I was repeatedly warned about "delays" and "high volume," but the withdrawal hasn't been processed to date.

I will be happy to send you the relevant screenshots and chat histories via email, as requested.

Thank you very much for your support.

I very much hope that with your help, things will finally move forward – because the casino's behavior is, in my opinion, unacceptable.

Liebe Dominika,

vielen Dank für Ihre Rückmeldung und Ihre Bereitschaft, mir bei meinem Fall zu helfen. Gern beantworte ich

Ihre Fragen im Detail:

1. Warum beträgt der strittige Betrag nur noch 500 €?

Ich hatte ursprünglich zwei Auszahlungsanträge gestellt, jeweils über 500 €. Einer davon (der zweite, später eingereichte Antrag) wurde von mir storniert, da ich keine Fortschritte gesehen habe.

Die 500 €, um die es nun geht, betreffen den ursprünglichen Antrag vom 29.06.2025 – dieser wurde nicht ausgezahlt und ist nach wie vor offen.

2. Haben Sie schon einmal erfolgreiche Auszahlungen erhalten?

Nein, bisher habe ich noch keine Auszahlung bei BetAlice erhalten.

3. KYC-Verifizierung

Ich wurde nicht zur KYC-Verifizierung aufgefordert. Laut dem Kundendienst sei diese für meine Auszahlung nicht erforderlich.

4. Wurden die Gewinne mit oder ohne Bonus erzielt?

Die Gewinne stammen aus einem aktiven Bonus mit Einzahlung.

Ich habe mich vollständig an die Bonusbedingungen gehalten (Umsatzbedingungen, Einsatzlimits etc.). Es wurden keine Verstöße gemeldet oder behauptet.

5. Kommunikation mit dem Casino

Ich habe umfangreiche Kommunikation mit dem Kundensupport geführt – sowohl per Livechat als auch per E-Mail an support@betalice.com.

Die Antworten waren größtenteils Standardtexte, ohne klare Informationen oder Fristen. Ich wurde mehrfach auf „Verzögerungen" und „hohes Volumen" hingewiesen, aber die Auszahlung wurde bis heute nicht bearbeitet.

Ich sende Ihnen im Anschluss gerne die relevanten Screenshots und Chatverläufe per E-Mail, wie gewünscht.

Ich danke Ihnen vielmals für Ihre Unterstützung.

Ich hoffe sehr, dass mit Ihrer Hilfe endlich Bewegung in die Sache kommt – denn das Verhalten des Casinos ist aus meiner Sicht nicht akzeptabel.

Update (20.07.2025): Payment cancelled without explanation – unclear process

I requested my withdrawal on June 29, 2025. Over several weeks, I was repeatedly put off in live chat: they mentioned "high transaction volume," "security checks," "finance queue," etc.

After a three-week wait, my withdrawal was simply canceled today, July 20, 2025, without comment. In the chat with support (Betalice), three different representatives were unable to provide a reason for the cancellation. Statements like "technical error," "maybe clearing the cache," or "we don't see any reason" seem arbitrary. Despite repeated inquiries, no clear answer was given.

An employee finally offered me a manual withdrawal, for which I had to re-enter my account details. However, this manual withdrawal is not visible in the casino because it is supposedly handled internally.

What particularly irritates me:

• The support staff sometimes clearly contradict each other.
• The company under which the casino operated (Nova Forge Ltd) was already dissolved in April 2025, according to the British Companies Register.
• Communication appears increasingly opaque.

I hope CasinoGuru can help or at least warn other players.

Update (20.07.2025): Auszahlung ohne Begründung storniert – undurchsichtiger Ablauf

Ich habe meine Auszahlung am 29.06.2025 beantragt. Über mehrere Wochen hinweg wurde ich im Live-Chat wiederholt vertröstet: man sprach von „hohem Transaktionsaufkommen", „Sicherheitsüberprüfung", „Warteschlange der Finanzabteilung" etc.

Nach drei Wochen Wartezeit wurde meine Auszahlung heute am 20.07.2025 einfach kommentarlos storniert. Im Chat mit dem Support (Betalice) konnten drei verschiedene Mitarbeiter keinen Grund für die Stornierung nennen. Aussagen wie „technischer Fehler", „vielleicht Cache leeren" oder „wir sehen keinen Grund" wirken beliebig. Trotz mehrfacher Nachfrage wurde keine klare Aussage getroffen.

Ein Mitarbeiter bot mir schließlich eine manuelle Auszahlung an, für die ich meine Kontodaten erneut angeben musste. Diese manuelle Auszahlung ist im Casino jedoch nicht sichtbar, da sie angeblich intern erfolgt.

Was mich besonders irritiert:

• Die Support-Mitarbeiter widersprechen sich teils deutlich.
• Die Firma, unter der das Casino lief (Nova Forge Ltd), wurde laut britischem Handelsregister im April 2025 bereits aufgelöst.
• Die Kommunikation wirkt zunehmend intransparent.

Ich hoffe, CasinoGuru kann helfen oder andere Spieler zumindest warnen.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Dear duckk01,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BetAlice Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player's withdrawal has not yet been processed more over why has it been canceled?

Thank you in advance for providing the information.

Dear all,

Please be informed that previous withdrawals were cancelled by the player before the after mentioned timeframe of 3 days passed. Furthermore, we would like to point out that your withdrawal requested today has been sent to the financial team and will be processed at the earliest time.

We hope this has clarified the matter for you.

Kind regards,

Bet Alice Team.

The payout from June 29, 2025 was not canceled by me but rejected by you.

They couldn't provide me with any information via chat as to why this was the case. I also only received their template email.

I was then asked to request a new payout from their support.

Die Auszahlung von 29.06.2025 wurde nicht von mir storniert sondern von Ihnen abgelehnt.

Hierzu konnte man mir keine Auskunft über den Chat geben warum dies der Fall war. Ebenfalls habe ich hierzu nur ihre Template Email erhalten.

Daraufhin sollte ich von ihrem Support aus eine neue Auszahlung beantragen.

Dear duckk01,

I completely understand how frustrating this situation must be. However, since the casino is now communicating with us, let’s focus on any new withdrawal requests moving forward. Hopefully, these will be processed without delay.

Please keep me informed as soon as you receive any updates—I’ll be here to assist you.

Hello Martina,

I'll keep you updated. I hope it doesn't take another three weeks...

Hallo Martina,

ich halte Sie auf dem laufenden. Ich hoffe das es nicht weitere 3 Wochen dauert...

Dear BetAlice Team,

Please ensure that this matter is treated as a high priority so that it does not experience further delays.

Your prompt attention to this issue would be greatly appreciated.

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

Dear duckk01,

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,

Martina