BetAlice Casino - La retirada del jugador se ha retrasado.

Hello, I submitted a withdrawal request to this casino on March 24, 2026, and unfortunately, I haven't received my money yet. For about 10 days now, they've been telling me my withdrawal is in its final stages, that there's only a minor change. But a minor change looks different to me. I receive the same message every day. I don't think the casino will pay out. Perhaps you can help me?

Hallo ich habe in diesem Casino eina Auszahlung am 24.03.2026 Bauantrag und leider bis heute mein Geld nicht erhalten sie sagen mir seit ca 10 Tagen meine Auszahlung ist in der Endphase es sei lediglich eine kleine Veränderung doch eine kleine Veränderung sieht bei mir anders aus ich bekomme jeden Tag den gleichen Text geschrieben ich glaube das das Casino nicht auszahlen wird vielleicht können sie mir helfen

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Dear Keinplan1993,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello, the winnings were obtained with real money. I haven't had a withdrawal from this casino yet. I'm not verified, but I know that verification is only required at this casino after you've withdrawn approximately €1500.

Hallo der Gewinn wurde mit Echtgeld gewonnen ich hatte noch keine Auszahlung bei diesem Casino ich bin nicht verifiziert aber weiß das eine Vertifizirung bei diesem Casino erst verlangt wird wenn man ca 1500 Euro ausgezahlt hat

Update: The casino still hasn't paid out. I don't know what to do anymore. Support is useless and tells me every day that there's a slight delay and that my money is safe, I shouldn't worry. I've been waiting for almost four weeks now.

Update: Das Casino hat immer noch nicht ausgezahlt ich weiß nicht mehr was ich machen soll der Support ist nutzlos und schreibt mir jeden Tag das es zu einer kleinen Verzögerung kommt und mein Geld ist sicher ich soll mir keine Gedanken Machen jetzt warte ich schon knapp 4 Wochen

Thank you for your reply, Keinplan1993. Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

The payout is being processed, and it's been saying for over two weeks that my payout is in its final stages, but nothing is happening. I think it's all a scam. If the payout has been in its final stages for over two weeks but no money is coming through, something's definitely wrong.

die Auszahlung ist in Bearbeitung und es heißt seit mehr als 2 Wochen ist meine Auszahlung in der Endphase aber es passiert nichts ich denke es ist alles Betrug wenn die Auszahlung in der Endphase seit mehr als 2 Wochen ist aber kein Geld kommt kann was nicht stimmen

Dear Keinplan1993,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite BetAlice Casino representative to join this conversation.

Dear BetAlice Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

BetAlice

Dear BetAlice Casino,

Thank you for your response.

We acknowledge your update and will await further information from your side once the review is completed.

Dear all,

Thank you for the patience.

We kindly inform you that after carefully review with the relevant department they inform us that the withdrawal is cancelled by the player and played down the Funds.

Kind regards,

BetAlice Casino

Dear Keinplan1993,

The casino has informed us that your withdrawal request was cancelled from your side and that the funds were subsequently used for further gameplay.

Could you please confirm whether this information is correct?

Please note that if the withdrawal was cancelled and the funds were played down afterwards, there would unfortunately be no remaining balance to withdraw, and we would not be able to proceed further with the complaint.

Thank you in advance for your clarification.

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

Dear Keinplan1993,

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,

Barbora