BetAlice Casino - La retirada del jugador se ha retrasado.

I registered with this casino on July 11th and won straight away. The deposit worked without any problems. However, the withdrawal has not worked at all. I have now been waiting 14 days for my money. Every time I write to customer support I am told to be patient. No verification has been requested so far and I can still cancel my withdrawals (legally this shouldn't be possible anymore, so they are hoping that I cancel and play again). I have now read up on the internet and have seen that many players have this problem with the casino. Unfortunately no one at the casino can help me, so I am looking for help here. Because I saw that there was a similar case here with this casino.

Thank you

Ich habe am 11.07 mich bei diesem Casino registriert und direkt gewonnen, die Einzahlung funktionierte Problemlos. Die Auszahlung allerdings funktioniert überhaupt nicht. Ich warte mittlerweile 14 Tage auf mein Geld. Beim Anschreiben des Kundensupports wird mir jedes Mal gesagt das ich mich noch gedulden soll. Es wurde keine Verifizierung bis jetzt angefordert und ich kann nach wie vor meine Auszahlungen stornieren (rein Rechtlich sollte dies nicht mehr möglich sein, es wird also gehofft das ich storniere und erneut spiele). Ich habe mich nun im Internet belesen und gesehen das, viele Spieler dieses Problem mit dem Casino haben. Leider kann mir von dem Casino niemand helfen, nun suche ich hier Hilfe. Da ich gesehen habe das es einen ähnlichen Fall hier gab. Mit diesem Casino.

Vielen Dank

Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• When was the last time you were in contact with the casino support and what did you discuss?
• Could you please share a screenshot of your pending withdrawal request as evidence?
• Send the information to my email at tomas@casino.guru or share screenshots here.

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,

Tomas

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.

Hello, thank you for the quick reply.

No, I have not previously requested a withdrawal from this casino.

I won the money without a bonus payment. I deposited €50 and won directly with that money, without any bonus.

The last time I contacted support was on Friday, which was the fourth time I've contacted support. Each time I was told I'd have to be patient. Twice I was told it was a top priority. Still, nothing has been done yet.

Thank you!

Hallo vielen Dank für die Schnelle Antwort.

Nein ich habe vorher keine Auszahlung bei diesem Casino beantragt.

Das Geld habe ich auch ohne eine Bonuszahlung gewonnen, habe 50€ eingezahlt und direkt mit diesem Geld gewonnen, ganz ohne Bonus.

Das letzte mal Kontakt hatte ich am Freitag mit dem Support, das war insgesamt das 4 mal das ich den Support kontaktiert habe. Jedes mal wurde mir gesagt das ich mich noch gedulden muss. 2 mal wurde mir gesagt das es jetzt oberste Priorität hat. Getan hat sich trotzdem bis jetzt garnichts.

Vielen Dank!

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 TristanWin,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. 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 state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear TristanWin,

Thank you for reaching out to us.

We would kindly like to apologize for the delay of your withdrawal request.

Please be informed that we forwarded your payment with high priority to the relevant department which will finalize your payment in the nearest time.

We thank you for your patience and understanding.

Kind regards,

Betalice Casino Team

Dear BetAlice Casino Team,

I've been hearing this statement for the fifth week in a row now. Unfortunately, it's completely unsatisfactory and doesn't help in any way. It merely confirms the problem I'm describing here in my case. Promises and always the highest priority, as was the case the last four times with customer support.

By the way, I also contacted you via email in which you only requested my data, and since Friday there has been radio silence again.

I'm asking for a clear solution and no empty promises. The answer you're giving here is exactly the same one I hear from every single one of your live support agents.

Liebes BetAlice Casino Team,

diese Aussage höre ich nun die 5 Woche in Folge, leider absolut nicht zufriedenstellend und hilft auch in keiner Hinsicht weiter. Es bestätigt lediglich das Problem welches ich in meinem Fall hier beschreibe. Versprechungen und immer die höchste Priorität wie es auch in den letzten 4 Mal mit dem Kundensupport lief.

übrigens habe ich mich auch mit einer E-Mail bei ihnen gemeldet in denen bis jetzt lediglich meine Daten abgefragt haben und seit Freitag wieder Funkstille herrscht.

Ich bitte um eine klare Lösung und keine leeren Versprechungen. Die Antwort welche sie hier geben ist genau die selbe welche ich von jedem einzelnen Ihrer Mitarbeiter im Live Support höre

Dear TristanWin,

I completely understand your frustration, and I truly appreciate your patience.

Dear BetAlice Casino Team,

I kindly urge you to prioritize this case and provide us with an update at your earliest convenience. Your prompt cooperation in resolving this matter would be greatly appreciated.

Thank you very much in advance.

Dear TristanWin,

Thank you for your reply.

Please be assured that we take your complaint seriously and work with high priority on solving your case.

Your withdrawal has already been submitted and is currently in the approving process.

We thank you for your patience and understanding.

Kind regards,

Betalice Casino Team

Thank you BetAlice Team, please, keep us updated.

Dear Martina

Thank you for your reply.

We will inform you once we have additional information or when the payment has been successfully complete.

We thank you for your cooperation.

Kind regards,

Betalice Casino Team

Dear Martina

We are happy to inform you, that your payment has been successfully complete.

Please don't hesitate to contact us if you have further questions or issues we can help you with.

Kind regards,

Betalice Casino Team

Thank you BetAlice Casino for the update!

Dear TristanWin

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear BetAlice Casino Team

Dear Casino Guru Team,

The money has been successfully transferred to my account, thank you for your efforts.

However, it still took more than a month, which is unsatisfactory and not what the casino advertises.

I've made another withdrawal. Since I still have some funds left in my account, I'll see how long it takes this time.

Best regards

Liebes BetAlice Casino Team

Liebes Casino Guru Team,

das Geld ist erfolgreich auf meinem Konto angekommen, vielen Dank für die Bemühungen.

allerdings hat es trotzdem mehr als einen Monat gedauert was nicht zufriedenstellend ist und nicht das ist womit das Casino wirbt.

Ich Habe eine weitere Auszahlung getätigt. Da ich noch Restguthaben auf meinem Konto habe, mal sehen wie lange es diesmal dauert.

Mit freundlichen Grüßen

Dear Martina

Thank you for your reply and feedback which is very important to us.

Please be informed that your new withdrawal request has already been forwarded and will be processed in the nearest time.

We thank you for your understanding.

Kind regards,

Betalice Casino Team

Dear TristanWin,

I completely understand how frustrating this situation must feel for you, and I’m truly glad to hear that the first funds have already reached you.

We can certainly close the complaint now that the original disputed amount has been delivered. That said, if you’d feel more comfortable, I’m happy to keep it open until the new disputed amount is also resolved. If you’d like me to do that, could you kindly share the details of the new amount so I can add it to the existing case?

Dear TristanWin,

We would kindly like to inform you that all pending withdrawal requests have been successfully complete.

We thank you for your cooperation.

Please feel free to contact us in case of further questions.

Kind regards,

Betalice Casino Team

Thank you very much BetAlice Casino for update!

Dear TristanWin,

can you please confirm, that you have received the withdrawals?

Dear TristanWin,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru