BetAlice Casino - El retiro del jugador se retrasa.

Dear CasinoGuru,

I recently registered on your website and have observed that you are a reputable organization committed to helping individuals who experience difficulties with online casinos.

I am writing to request your assistance, as I have won a significant amount of €37,500 on the BetAlice casino platform. I submitted my first withdrawal requests on 19 September 2005, but I have noticed that the processing times are becoming increasingly lengthy. I have contacted the casino several times, but they continue to respond that there are issues either due to a high volume of withdrawals or with their finance department.

From the forums and complaints published on your website, I see that this situation is quite frequent. I have also read that similar complaints, including high-value winnings like mine, have been successfully resolved with your support for the same casino. For this reason, I am turning to you for help.

I kindly request your guidance on the appropriate steps to ensure that I receive the payment of my winnings from the casino.

Thank you in advance for your attention and assistance.

Sincerely,

F. M.

------------------------------

Gentile CasinoGuru,

Mi sono registrato di recente sul vostro sito web e ho notato che siete un'organizzazione affidabile e impegnata ad aiutare le persone che incontrano difficoltà con i casinò online.

Vi scrivo per chiedere il vostro aiuto, poiché ho vinto una somma significativa di 37.500 € sulla piattaforma del casinò BetAlice. Ho inviato le mie prime richieste di prelievo il 19 settembre 2005, ma ho notato che i tempi di elaborazione si stanno allungando sempre di più. Ho contattato il casinò diverse volte, ma continuano a rispondere che ci sono problemi dovuti all'elevato volume di prelievi o con il loro ufficio finanziario.

Dai forum e dai reclami pubblicati sul vostro sito web, vedo che questa situazione è piuttosto frequente. Ho anche letto che reclami simili, comprese vincite di valore elevato come la mia, sono stati risolti con successo grazie al vostro supporto per lo stesso casinò. Per questo motivo, mi rivolgo a voi per chiedere aiuto.

Vi chiedo gentilmente di indicarmi i passaggi appropriati per assicurarmi di ricevere il pagamento delle mie vincite dal casinò.

Grazie in anticipo per l'attenzione e il supporto.

Cordiali saluti,

F. M.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Good morning, Veronika, thank you for your help and for accepting my complaint. I will wait the 14 days, as per your advice, to see if the first withdrawals are processed, and I will contact you regarding this open complaint.

Thank you

Fabiano

Buongiorno Veronika, grazie per l'aiuto e per aver accettato il mio reclamo. Aspetterò i 14 giorni come da vostro consiglio per vedere se verranno elaborati i primi prelievi e vi scriverò su questo reclamo aperto.

Grazie

Fabiano

Good morning,

As of today, 14 days have passed since my first withdrawal request, submitted on 09/19/2025, the status of which is still stuck at "verification".

During this period I have contacted BetAlice several times, both through the support service and through the address dedicated to complaints (

The responses received were limited to generic justifications relating to alleged problems at the financial office in managing withdrawals.

I also requested a specific date for the withdrawals to be processed, but at that point, communication with both support and the complaints department stopped without further response.

I also asked that, if the first three withdrawals were actually processed, an increase in the daily (currently €500) and monthly (currently €7,000) withdrawal limits be considered, as these delays and issues are solely attributable to the casino.

To date I have not received any concrete solution and I clearly feel cheated.

I hereby request your assistance and guidance on how to proceed to protect my rights.

Thank you for any help you can give.

Buongiorno,

ad oggi sono trascorsi 14 giorni dalla mia prima richiesta di prelievo, presentata in data 19-09-2025, il cui stato risulta ancora fermo in "verifica".

Nel corso di questo periodo ho più volte contattato BetAlice, sia tramite il servizio di supporto sia mediante l’indirizzo dedicato ai reclami (

Le risposte ricevute si sono limitate a generiche giustificazioni relative a presunti problemi dell’ufficio finanziario nella gestione dei prelievi.

Ho inoltre richiesto di conoscere una data certa per l’elaborazione dei prelievi, ma in quel momento la comunicazione, sia con il supporto sia con l’ufficio reclami, si è interrotta senza ulteriori riscontri.

Ho anche domandato che, qualora i primi tre prelievi venissero effettivamente elaborati, venisse preso in considerazione un aumento dei limiti di prelievo giornalieri (attualmente €500) e mensili (attualmente €7.000), trattandosi di ritardi e problematiche imputabili esclusivamente al casinò.

Ad oggi non ho ricevuto alcuna soluzione concreta e mi sento palesemente preso in giro.

Con la presente, chiedo il Vostro aiuto e le Vostre indicazioni su come poter procedere per tutelare i miei diritti.

Vi Ringrazio per l'aiuto che potete dare.

I wanted to update you that the first two withdrawals have been paid. If possible, I'd like to leave the complaint open to see how they handle the subsequent ones. Thank you.

Volevo aggiornarvi che sono stati pagati i primi 2 prelievi, vorrei se è possibile ,lasciare aperto il reclamo per vedere come si comportano con i successivi. Grazie

Thank you for the update. Could you please specify how many pending withdrawal requests are currently in your account? When exactly did you submit these requests, and what are their respective amounts? If possible, please send me a screenshot of your transaction history showing the current pending withdrawal requests.

Hello, the first three withdrawals have been processed to date, while the subsequent ones (as shown in the attached screenshot) have been on hold since October 2, 2025. I have already written several times asking for explanations regarding the delays, and I was assured that they would be processed as soon as possible, but to date I have not received any concrete feedback.

Also, I received a communication from the address kyc@betalice.it

, with the request to upload documents, but without specifying which ones, through my account verification page. However, as you can see from the attached screenshot, my status in the "Verification" section does not allow me to upload any documents as it says "YOUR STATUS DOES NOT REQUIRE VERIFICATION."

Given that the first withdrawals have already been processed without any verification requests, I would like to understand what type of checks are now necessary.

The situation appears unclear and seems aimed solely at causing further delays in payments due.

To date they still have to pay 35,500 euros, they have only paid the first 3,1500 euros

Salve, ad oggi risultano elaborati i primi tre prelievi, mentre i successivi (come da screenshot allegato) risultano fermi dal 2 ottobre 2025. Ho già scritto più volte chiedendo spiegazioni in merito ai ritardi, e mi è stato assicurato che sarebbero stati elaborati al più presto, ma ad oggi non ho ancora ricevuto alcun riscontro concreto.

Inoltre, ho ricevuto una comunicazione dall’indirizzo kyc@betalice.it

, con la richiesta di caricare dei documenti, senza però specificare quali, tramite la pagina di verifica del mio account. Tuttavia, come si evince dallo screenshot allegato, il mio stato nella sezione "Verifica" non consente il caricamento di alcun documento in quanto risulta "IL TUO STATO NON RICHIEDE VERIFICA".

Considerato che i primi prelievi sono già stati elaborati senza alcuna richiesta di verifica, desidero comprendere quale tipo di controllo sia ora necessario.

La situazione appare poco chiara e sembra volta esclusivamente a causare ulteriori ritardi nei pagamenti dovuti.

Ad oggi devono pagare ancora 35500 euro hanno pagato solo i primi 3 1500 euro

I've just received the option to upload documents. They're asking me for private and personal documents, and it scares me. They ask:

-document

-bill

-bank statement

-proof of bank account

-they want the credit card (front and back) with all the data visible

-personal data (name, surname, telephone number and email)

-selfie

I'm asking you if this is a normal procedure, given the sensitive personal data.

Thank you

Mi è arrivata adesso la possibilità di caricare i documenti. Mi chiedono dei documenti privati e personali e la cosa mi fa spaventa. Mi chiedono:

-documento

-bolletta

-estratto conto bancario

-prova del conto bancario

-vogliono la carta di credito (fronte e retro) con tutti i dati visibili

-dati anagrafici (nome,cognome, telefonoe mail)

-selfie

Vi chiedo se è una normale procedura, visto i dati personali e delicati.

Grazie

Please note that according to the Terms and Conditions of BetAlice Casino:

Verification of your age, identity, and other checks

5.1 You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.

5.2 We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify your identity, age, residence and other circumstances (KYC), both before and after effecting deposits into your account and/or making a withdrawal.

5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

5.4 We may use a recognized third-parties provider to undertake the Checks on our behalf, including authorised credit reference agencies, identity verification services and/or fraud prevention software. Personal details may be provided to such third parties in accordance with our Privacy Notice.

5.5 By accepting these Terms and Conditions, you agree that we are entitled to carry out additional security checks to verify account information and activity in line with applicable regulation and our security and anti-fraud procedures, by carrying out verification via calls / phone, face verification or other such verification as is required to ensure that you are who you say you are.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

• Have you already provided any of the documents the casino requested?

I recommend sending the required photographs and files as soon as possible. At the same time, please make sure to cover the middle digits of your payment card number as well as the CVC code with a small piece of paper before submitting the photos.

Hi Veronika, yes, I read that, thank you. I have provided all the requested documents. Some of them, as already explained in the attached emails with BetAlice, are not in the required format because disposable Revolut cards were used for two payments. Consequently, these cards are no longer physically available. However, I have attached the documentation that clearly certifies ownership of the aforementioned cards and their connection to my bank account.

Ciao Veronika, si avevo letto, grazie. HO fornito tutti i documenti richiesti. Alcuni di essi, come già spiegato nelle email con BetAlice che allego, non sono nel formato indicato poiché per due pagamenti sono state utilizzate carte "usa e getta" di Revolut. Di conseguenza, tali carte non risultano più disponibili fisicamente. Tuttavia, ho allegato la documentazione che attesta in modo inequivocabile la titolarità delle suddette carte e la loro riconducibilità al mio conto corrente.

I would add that all the other documents were provided (a duly certified identity document, proof of residence) and in fact they do not request them in the email.

Aggiungo che gli altri documenti sono stati forniti tutti (un documento d'identità debitamente certificato, una prova di residenza) e infatti nella mail non li richiedono.

Good morning, this morning they asked me for the same documents again, they haven't responded to my emails, and I don't understand which documents aren't valid. I don't want the constant requests for denied documents without explanation to lead to a failure to verify my claim and the consequences of not paying. Please help me, I don't know what to do.

Thank you

Buongiorno, questa mattina mi hanno richiesto ancora gli stessi documenti, non hanno risposto alle mail e non capisco quali documenti non vanno bene. Non vorrei che la continua richiesta di documenti negati senza dare una spiegazione porti alla mancata verifica e alle conseguenze di non pagare. Vi prego aiutatemi, non so cosa fare.

Grazie

Hello, I'm contacting you regarding my situation with BetAlice. Despite numerous attempts to contact you, I have yet to receive clarification regarding the documentation required to verify my account.

I have sent several emails to both the address kyc@betalice.com that at the complaints office complaints@betalice.com However, the KYC address has not responded to any of my communications, despite having opened several requests, while the complaints department continues to reply that they will let me know, but without providing any concrete feedback.

I have already detailed all the requests received point by point, attaching the necessary documentation (you will also find copies of the latest emails sent).

I've noticed that in other similar cases, your intervention has led to mediation with a BetAlice representative. Therefore, I ask you, if possible, to intervene in my case as well to facilitate a resolution and clarify the issue.

Thank you in advance for your attention and for any assistance you can offer me in resolving this situation.

Salve, vi contatto in merito alla mia situazione con la società BetAlice, poiché, nonostante i numerosi tentativi di comunicazione, non sono ancora riuscito a ottenere chiarimenti in merito alla documentazione richiesta per la verifica del mio account.

Ho inviato diverse e-mail sia all’indirizzo kyc@betalice.com che all’ufficio reclami complaints@betalice.com Tuttavia, l’indirizzo KYC non risponde a nessuna delle mie comunicazioni, pur avendo aperto varie richieste, mentre l’ufficio reclami continua a rispondermi che mi farà sapere, senza però fornire alcun riscontro concreto.

Ho già dettagliato punto per punto tutte le richieste ricevute, allegando la documentazione necessaria (in copia troverete anche le ultime e-mail inviate).

Ho notato che in altri casi simili il vostro intervento ha permesso di ottenere una mediazione con un responsabile di BetAlice. Vi chiedo pertanto, se possibile, di intervenire anche nel mio caso per favorire una soluzione e chiarire la questione.

Vi ringrazio sin da ora per la vostra attenzione e per qualsiasi aiuto possiate offrirmi nella risoluzione di questa situazione.

Thank you very much, fabyanomeli, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you and we hope we can get the payment.

grazie e speriamo di riuscire a ottenere il pagamento.

Hello fabyanomeli,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite BetAlice Casino to join the conversation.

Dear BetAlice Casino,

I would appreciate it if you could clarify why the player’s additional verification process, required before their withdrawal can be processed, is taking so long. It appears that the player has already provided all the requested documents available to them, including clarification regarding the use of the temporary/disposable cards. At this point, I have not identified any valid reason for the continued delay in processing their withdrawal.

If there are any factors influencing this situation that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

Good morning Michael, thank you very much for your intervention.

Buongiorno Michael, ti ringrazio molto per l'intervento.

Dear fabyanomeli,

Thank you very much for your detailed message and for taking the time to describe your experience so thoroughly. We truly understand how frustrating the processing delay has been, and we sincerely appreciate your patience while this matter was being reviewed.

We are pleased to inform you that your account has now been successfully verified. Our payments team has already begun processing your withdrawal requests, and you will be notified as soon as the transactions are completed.

Once again, we appreciate your understanding and cooperation throughout this process.

Kind Regards,

Betalice Casino Team

Good morning, thank you for your reply, and I sincerely hope there are no further delays in future withdrawals and that you respect the 3-day deadlines established by your statute. I'm asking Michael at CasinoGuru if it's possible to keep the complaint open until withdrawals are closed.

Thank you

Buongiorno, grazie per la risposta e spero vivamente che non ci siamo ulteriori ritardi nei prossimi prelievi e che rispettiate i tempi stabiliti dal vostro statuto di 3 giorni. Chiedo a Michael di CasinoGuru se è possibile mantenere il reclamo aperto fino alla chiusura dei prelievi.

Grazie

Thank you all for your responses. I'm glad the situation has been clarified and the player will (hopefully) receive all their withdrawals the standard way.

Dear Fabyanomeli,

Since it will likely take several months for you to receive all your winnings, I won’t be able to keep this case open for the entire duration. However, I will keep it open for a while to ensure your next few withdrawals are processed successfully.

Once you have received these, I trust that the remaining winnings will be paid to you without any issues, in line with the casinos withdrawal policy.

If, for any reason, you do not receive the next withdrawals as scheduled, please feel free to reach out to me (michal.k@casino.guru). I will look into the matter and, if necessary, reopen your case.

Please let me know the amounts and dates of the withdrawals you receive.

Good morning Michael, I've received my first three withdrawals and hope there will be no problems with the subsequent ones. As of today, October 21, 2025, the amount owed by BetAlice is 35,506.58.

Thank you for keeping the complaint open as long as possible, and I hope I don't have to ask for it to be reopened.

Buongiorno Michael, ho ricevuto i primi tre prelievi e spero che non ci siano problemi per i successivi. Ad oggi 21-10-2025 il dovuto da BetAlice è di 35506,58.

Grazie per tenere aperto il reclamo il più possibile e spero di non dover chiedere la riapertura del reclamo.

Good news, Fabyanomeli. I'm glad that you received the withdrawals. I will leave this case open for an additional week or so to monitor some further withdrawals. Just to check, are you submitting withdrawals on a daily or weekly basis? What is the amount of each withdrawal you are submitting?

Hi Michael, I make daily deposits and the amount is €500 per day. I now have three more pending, and we'll see if they pay out any more this week. Thanks again for your support and congratulations on the work done by the entire Casinoguru team.

Ciao Michael, effettuo sulla base giornaliera e l'importo è di 500 euro al giorno. Adesso ne ho altri tre in sospeso e vediamo se entro questa settimana ne pagano altri. Grazie ancora per il supporto e complimenti per il lavoro svolto da tutto il team di casinoguru.

Thank you for the response, Fabyanomeli. We'll see if the casino team will process your latest withdrawals this week. I just double-checked the casino's withdrawal policy, and there is a basic monthly maximum withdrawal limit of "only" €7000, which also plays a role if you don't have a higher VIP level.

Anyway, I trust you will receive all your winnings without any unnecessary delays, in line with the casino's withdrawal policy.

Hi, I wanted to update you on the status of my latest withdrawal requests. They've been stuck in "Verification" for days, even though my account has been fully verified. I've emailed both support and their complaints email address, but to no avail. The only response I've received is to the previous email, which claimed withdrawals take 3-5 days, but they're well past that point.

Ciao, volevo aggiornarmi sullo stato delle ultime richieste di prelievo. Sono ancora ferme in "Verifica" da giorni, quando il conto è stato ampiamente verificato. Ho scritto, mail sia al supporto che al loro indirizzo reclami, senza nessun esito. L'unica risposta è alla mail precedente, nel quale sostenevano che i prelievi richiedono 3/5 giorni ,ma sono ampiamente superati.

Dear Fabyanomeli,

I'm sorry to hear that.

Dear BetAlice Casino team,

Can you please comment on the above?

Update: After reporting the three withdrawals, two were processed. One on October 21, 2025, with the same parameters as the other two—that is, the same IBAN—was canceled without reason.

Aggiornamento dopo la segnalazione dei tre prelievi ne sono estati elaborati due. Uno del 21-10-2025 con gli stessi parametri degli altri due e cioè stesso IBAN, è stato annullato senza motivo.

Dear Fabyanomeli,

We would like to confirm that all your previous withdrawal requests have been processed today, and only one request remains pending, which was submitted earlier today.

Thank you for your patience and understanding.

Kind regards,

Betalice Casino Team

Dear Fabyanomeli,

Thank you for your message.

We would like to confirm that out of the three withdrawal requests, two have been successfully completed, while one transaction was unfortunately declined by the payment provider. The corresponding amount has already been returned to your casino account.

As this process involves a third-party financial provider, we have no direct control over such external rejections. However, please note that your new withdrawal requests are now being prioritized by our payments team.

Kind regards,

Betalice Casino Team

Hi Betalice, thank you for the explanation, even though I don't understand the reason for the canceled transaction. And thank you for prioritizing new withdrawal requests, and I hope they're processed within the three days established by your contract.

Thanks again

Salve Betalice, vi ringrazio per la spiegazione anche se non capisco la motivazione della transazione annullata. E vi ringrazio per aver messo le nuove richieste di prelievo come prioritarie e spero che almeno vengano processate nei 3 giorni stabiliti dal vostro contratto.

Grazie ancora

Dear Fabyanomeli,

We are glad to confirm that three additional withdrawal requests were successfully completed today. We will continue to closely monitor all future payouts to ensure they are processed within the expected timeframe.

Occasionally, a payment service provider may decline a transaction due to temporary technical or network issues, which are unfortunately beyond our control. We hope this was an isolated case and won’t occur again.

Thank you for your understanding and cooperation.

Kind regards,

Betalice Casino Team

Hi Betalice, thank you. The withdrawals arrived, and I appreciate the explanation. I hope these "network" or "technical" issues don't arise in the future.

Thanks again.

Salve Betalice, vi ringrazio i prelievi sono arrivati e vi ringrazio per la spiegazione. Spero, che per i futuri non ci siano questi problemi "di rete" o "tecnici".

Grazie ancora.

Thank you everyone for your replies.

I am pleased to hear that the withdrawals have been successfully received by you, Fabyanomeli. I remain hopeful that you will encounter minimal unexpected issues in the future. I will keep this case open for an additional week to observe the situation, but I have confidence that if any problems arise, the casino team will address them as soon as possible.

Thanks "> " target="_blank" rel="nofollow ugc noopener noreferrer"> michal.k@casino.guru to keep the case open.

Grazie michal.k@casino.guru per tenere aperto ancora il caso.

Hello, I'll update you. As of today, all October requests have been paid. Withdrawal requests for November are stuck on the 4th. I'm confident they'll be processed between tomorrow and Monday. Thank you.

Salve, vi aggiorno ad oggi hanno pagato tutte le richieste di ottobre, le richieste di prelievo di novembre sono ferme al 4, confido che tra domani o lunedì vengano elaborate. Grazie

Dear Fabyanomeli,

Thank you for the update. I'm glad you have received all the withdrawals for October and are receiving the withdrawals for November. Although I would also appreciate it if they could be processed at a bit faster pace, it is important to bear in mind that the casino has thousands of customers and sometimes various factors can influence the situation that are not always directly in the casino's hands. Anyway, I'm confident that you will receive all your winnings in a reasonable time.

If there happens to be any unexpected departure from the usual withdrawal process and you would feel the casino team is not handling it as anticipated, feel free to get in touch with me, and I will reach out to the casino for further clarification, and if needed, I will reopen the case.

With all this being said, can I proceed with closing this case as resolved?

Hi Michael, thanks for everything, and I hope I won't have to reopen the complaint and contact you. In any case, I'll keep you in direct contact. Thank you so much for your support.

Ciao Michael, grazie per tutto e spero non sarà necessario riaprire il reclamo e contattarti, in ogni caso tengo il suo contatto diretto. Grazie veramente tanto per il supporto dato.

Dear Fabyanomeli,

Thank you for your response. I will now, with your permission, close this case as resolved.

As I previously stated, should there be any unforeseen deviation from the standard withdrawal process and you believe the casino team is not managing it as expected, please do not hesitate to contact me (michal.k@casino.guru). I will then reach out to the casino for clarification and, if needed, reopen the case. Hopefully, that won’t be necessary, though!

I would like to thank both parties for their cooperation.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru