The player from Germany attempts to close his account since March 11th, but the casino has not complied with his request. As a result, he lost over €700 and is now seeking a refund of his deposits.
BetAlice Casino - Player's account closure request is delayed.
Amount: €700
BetAlice Casino
Safety Index:LowSafety Index
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4.9
BetAlice Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Opened
Current status
Waiting for Casino Guru to reply
4d 10h 27m 56s
Case summary
3 days ago
Public
Public
1 week ago
Translation
I've been trying to close my account since March 11th, but during this time the casino hasn't complied with my request despite repeated requests. I subsequently lost over €700.
I request a refund of the deposits.
Automatic translation:
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1 week ago
Hello Joshi777,
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. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Thank you very much in advance for your reply.
Best regards,
Nick
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1 week ago
Translation
Hello Nick,
I'm happy to send you the self-exclusion messages. I even contacted the casino again on March 17, but unfortunately, there was still no response.
Can you send me your email address?
Automatic translation:
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4 days ago
Translation
Hello, is the case still being processed?
I would be happy to send you further information.
Automatic translation:
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3 days ago
Hello Joshi777,
Please forward any further evidence to nikolas.b@casino.guru for further review.
Awaiting your response.
Regards,
Nick
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3 days ago
Translation
Hello Nick,
I've already forwarded all the supporting documents to you via email. Thank you.
Automatic translation:
Casino Guru is examining the case
