BetAlice Casino - La retirada del jugador se ha retrasado.

Ladies and Gentlemen

• I won with real money at the "BetAlice" casino on June 16, 2026.
• On June 16, 2026, I requested a payment of 500 euros.
• Further payments requested: June 17th and June 22nd, each for 500 euros.

• I have contacted the live chat and support multiple times.

It says: don't worry, your payment is being processed.

Contacts at:

Support: June 24th and 27th / Live chat: June 22nd - 23rd - July 1st

Could you please help me with this?

Thank you very much.

Kavaloa

Sehr geehrte Damen und Herren,

• ich habe am 16.06.2026 mit Echtgeld im Casino "BetAlice" gewonnen.
• Am 16.06.2026 habe ich eine Auszahlung in Höhe von 500 Euro beantragt.
• Weitere Auszahlungen beantragt: 17.06. und 22.06. jeweils 500 Euro.

• Ich habe mehrfach den Livechat kontaktiert und auch den Support.

es heißt: machen Sie sich keine Sorgen, ihre Auszahlung ist in Bearbeitung.

Kontakte am:

Support: 24.06 und 27.6  / Livechat  22.06. - 23.6.-  01.07.

Können Sie mir hier bitte Helfen.

Ich bedanke mich herzlichst.

Kavaloa

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear kavaloa,

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 understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?

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.

Best regards,

Attila

Dear Attila,

I will gladly answer your questions:

1) Have you ever successfully made a withdrawal?

Answer: No

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

Answer: No, KYC is not currently required.

I already asked about that. But it wasn't required.

Warm regards

Kavaloa

Lieber Attila,

gerne antworte ich auf Ihre Fragen:

1) Haben Sie schon einmal erfolgreich Auszahlungen vorgenommen?

Antwort: Nein

Könnten Sie bitte bestätigen, dass Sie die KYC-Verifizierung bestanden haben?

Antwort: Nein, es ist kein KYC bisher gefordert.

Danach habe ich auch schon gefragt. wurde aber nicht gefordert.

Herzliche Grüße

Kavaloa

Dear Attila,

I would like to inform you that the casino paid out the withdrawal requests from June 16th, 17th and 22nd (a total of 1,500 euros) on July 4th, 2026.

There is still €5,500 outstanding. I requested a further payment of €500 today, July 5th.

I will keep you informed about further developments.

Warm regards

Kavaloa

Lieber Attila,

ich möchte Dir mitteilen, dass das Casino die Auszahlungsanforderungen vom 16.-17.- und 22.06. (insgesamt 1.500 Euro) am 04.07.2026 ausgezahlt haben.

Nun sind noch 5.500 Euro offen. ich habe heute am 05.07. eine weitere Auszahlung in Höhe von 500 Euro beantragt.

Ich halte dich über die weiteren Verläufe in Kenntnis.

Herzliche Grüße

Kavaloa

Thank you very much for your response. Do you have any updates for us in relation to the withdrawals? Are you still experiencing delays with the payments?

Additionally, could you please attach a screenshot of your pending withdrawal(s)?

I look forward to your reply.

Hello Attila,

Yes, it will be paid out.

Unfortunately, it's irregular.

See screen 2.

Here you can see that the application was submitted on July 5th and has not been processed.

I requested my payouts on:

500Euro/ June 16th 500Euro/ June 17th 500Euro / 22.06. 500 euros/05.07. 500Euro/07.07 .0:23h

500Euro/08.07. 500 euros / 12.07. 500Euro/13.7. 3:33 p.m

The screenshots for application/payment are attached.

Warm regards

Kavaloa

Hallo Attila,

ja, es wird ausgezahlt.

Leider unregelmäßig.

siehe Screen 2.

Hier sehen Sie, dass die Beantragung vom 05.07. ist und nicht bearbeitet wurde.

Meine Auszahlungen habe ich beantragt am:

500Euro/ 16.06.     500Euro/ 17.06.     500Euro / 22.06.     500 Euro/ 05.07.   500Euro/07.07 .0:23h  

500Euro/ 08.07.    500 Euro/ 12.07.    500Euro/13.7. 15:33h

Die Screens Beantragung / Auszahlung anbei.

Herzliche Grüße

Kavaloa

Hello Attila, July 19, 2026

for info,

The payouts are in progress.

I will let you know as soon as everything has been paid out.

Withdrawals are only possible in €500 increments (3 x €500 per week).

There is still 3,000 euros outstanding.

Thanks for your help

Warm regards

Kavaloa

Hallo Attila, 19.07.2026

zur Info,

die Auszahlungen laufen.

sobald alles ausgezahlt ist, werde ich Bescheid geben.

Man kann nur in 500 Euro Schritten auszahlen (3x500 Euro pro Woche)

Es sind noch 3.000 Euro offen

Danke für deine Hilfe

Herzliche Grüße

Kavaloa

Hello kavaloa,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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, Maria (maria.b@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,

Attila

Dear kavaloa,

It’s a pleasure to e-meet you. My name is Maria, and I will be handling your complaint from this point forward.

If there have been any updates or new developments regarding the withdrawal of your winnings since your last message, please don’t hesitate to let me know.

In accordance with our standard procedure, I’d like to invite a representative from BetAlice Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear BetAlice Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reason for the delay in processing the player's withdrawal, given that the maximum monthly withdrawal limit is €7,000.

Thank you in advance for your cooperation and prompt response.

Best regards,

Maria

Dear kavaloa,

Thank you for reaching out to us.

Please be informed that the withdrawal limits can be found within our terms and conditions 6.11.

After reviewing your account, we can see that all previous withdrawal requests have been successfully complete.

At the moment there are 3 pending withdrawal requests with the oldest one placed on the 24.07.26.

Please note that your transactions have been forwarded as priority and we expect the finalization in the nearest time.

We thank you for your understanding.

Kind regards,

BetAlice Team

Dear kavaloa,

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 remaining payment.

Dear kavaloa,

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.

Hello Maria,

The last three payments were made on August 3rd, 4th, and 5th, 2026.

All payments have now been made.

That settles it.

You can close the case.

Thank you so much for your help.

Warm regards

Kavaloa

Hallo Maria,

die letzten drei Zahlungen wurden am 03; 04; und 05.08.2026 ausgezahlt.

Somit sind alle Auszahlungen getätigt.

Damit hat sich das erledigt.

Sie können den Fall schließen.

Vielen Dank für Ihre Hilfe.

Herzliche Grüße

Kavaloa

Dear kavaloa,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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,

Mária

Casino.Guru