BetAlice Casino - La cuenta del jugador permanece abierta a pesar del cierre solicitado.

I have emailed support several times asking them to close my account due to gambling addiction.

1. Email 23.03
2. Email 23.03
3. Email 29.03

I was asked to confirm the closure, which I promptly did, but my request was nevertheless ignored.

I subsequently lost €900 even though I suffer from gambling addiction, and my account is still active.

I demand a full refund.

Ich habe mehrfach den Support per Mail aufgefordert mein Konto zu schliessen aufgrund Spielsucht.

1. Mail 23.03
2. Mail 23.03
3. Mail 29.03

Ich wurde gebeten die Schliessung zu bestätigen was ich auch nacheislich getan habe, nichts desto trotz wurde meine Anfrage ignoriert.

Ich habe im Nachgang 900€ verloren obwohl ich Spielsucht erkrankt bin, mein Konto ist nach wie vor aktiv.

Ich fordere die volle Rückerstattung.

Dear felixkammerer,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetAlice Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please advise when was the last time the casino allowed you to deposit?
• What is the state of your current player's balance, please?

I would recommend that you send another request, but this time, include me in the copy of your email, my email is katarina.d@casino.guru.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Have you tried to contact support after learning that your self-exclusion request was rejected?

Can you please tell us when was the last time you were able to make a deposit at the casino?

What is the balance of your current player?

Yes, as I already wrote, I contacted support three times and attached the emails.

I can gladly forward the emails again.

Last deposit 19.05.2025

Current account balance: 0.06 €

In the support request, I emphasized that the account should be closed immediately and any remaining balances, if any, deleted.

Haben Sie versucht, den Support zu kontaktieren, nachdem Sie erfahren haben, dass Ihrem Antrag auf Selbstausschluss nicht stattgegeben wurde?

Können Sie uns bitte mitteilen, wann Sie das letzte Mal eine Einzahlung im Casino tätigen konnten?

Wie ist bitte der Stand des Guthabens Ihres aktuellen Spielers?

Ja, wie bereits geschrieben habe ich 3x den Support kontaktiert, die Mails hatte ich per Anlage angefügt.

Ich kann die Mails gerne nochmal weiterleiten.

Letzte Einzahlung 19.05.2025

Aktueller Kontostand: 0,06 €

Ich habe in der Supportanfrage betont dass das Konto unverzüglich geschlossen werden soll und Restbeträge sofern vorhanden gelöscht.

Dear felixkammerer,

Thank you very much for your message and your email.

• Has your account been closed in the meantime?
• Have you talked to a live chat about your wish to self exclude immediately?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion due to a gambling problem

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings BetAlice Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to casino email support@betalice.com (you can include me in the copy at katarina.d@casino.guru) and keep me informed about any further developments.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

A renewed closure was requested by email according to the template, was CC'd.

When will I receive a refund for my losses?

Eine erneute Schliessung wurde per Mail beantragt entsprechend der Vorlage, katarina.d@casino.guru wurde in CC gesetzt.

Wann erhlate ich die Rückerstattung meiner Verluste?

Is anything else happening here?

Blocking has now been requested 4 times and the account is still active!

Neither a refund nor a blocking has taken place.

Passiert hier noch was?

Sperrung wurde nun insgesamt 4x beantragt und das Konto ist nach wie vor aktiv!

Weder Rückerstatung noch Sperrung hat stattgefunden.

Dear felixkammerer,

Thank you for your messages and your email.

I have received an email from you, however it is blank. Could you please resend it once again, please?

Can you still access your player's account, please?

Looking forward to your reply,

Katarina

Thank you very much, felixkammerer, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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 felixkammerer, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of BetAlice Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear felixkammerer,

Thank you for bringing this to our attention.

We take this report very seriously, and we are truly sorry that this happened.

Our relevant department is currently investigating the details of the case thoroughly. In the meantime, we kindly ask for your patience while this process is ongoing.

Please note that the account in question has now been permanently closed.

Best Regards,

Betalice Team

Dear Betalice Team, please let us know as soon as the investigation has been completed. Also, can you please confirm the account has been flagged as "gambling addict - never reopen" or something similar, and that all the marketing communication will cease?

Dear All,

We can confirm that the account has been permanently closed without the possibility of reopening, and all marketing communications have been fully disabled.

The case is still under investigation, and we will provide a detailed update as soon as possible.

We appreciate your continued patience and understanding in the meantime.

Kind regards,

Betalice Team

Thank you for the confirmation. Once the investigation is complete, please let us know. In case of need to share internal information not suitable for public viewing, it can be e-mailed to me directly at matej.l@casino.guru.

Dear felixkammerer,

Thank you once again for your patience.

We kindly ask you to check the email we have just sent you regarding your case.

We truly hope that the proposed resolution demonstrates our commitment to addressing the matter with the utmost care.

We are sincerely sorry for the inconvenience caused and we look forward to hearing from you at your earliest convenience.

Kind regards,

Betalice Team

Refund has arrived. Thank you for that.

Rückerstattung ist angekommen. Danke dafür.

Dear felixkammerer, have you received in full what you have inserted as the disputed amount when opening this complaint? You can either post the final refund sume here (I will make the post private) or e-mail it to me at matej.l@casino.guru, so I can update our internal files. Also, can you please confirm if this means that the complaint has been resolved to your satisfaction?

Dear felixkammerer,

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.

yes full amount was received

ja vollständiger Betragt wurde erhalten

Dear felixkammerer,

I'm happy to hear that your issue has been resolved! We'll go ahead and mark the complaint as 'resolved' in our system. I would also like to thank the BetAlice Casino for dealing with the issue at hand, and appreciate everyone's cooperation and confirmation overall. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. :)

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Matej

Casino.Guru