The player from Germany had her account confirmed as closed due to self-exclusion for gambling addiction, but it remained open, posing a temptation to deposit. The issue was resolved when the player confirmed that her account had been deactivated. The Complaints Team marked the complaint as 'resolved' in their system and expressed appreciation for her cooperation.
BetAlice Casino - Player's account is still active despite self-exclusion.
Amount: ??
BetAlice Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 days ago
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1 week ago
Translation
Hi everyone, even though I've been confirmed as having my account closed due to gambling addiction, it's still open. Fortunately, I haven't made any deposits since the self-exclusion request, but it's certainly tempting to do so.
Automatic translation:
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1 week ago
Dear Kikidoof,
Thank you for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
- Could you please forward me the email you sent to the casino when you requested the closure of your account? You can send it to me at veronika.f@casino.guru.
- Additionally, could you confirm whether you have completed the full KYC verification process?
- When was the last time the casino communicated with you?
I hope we can help resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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1 week ago
Translation
You have an email, unfortunately they no longer respond
Automatic translation:
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3 days ago
Translation
Hello dear team, the complaint can be closed, my account has been deactivated, thank you
Automatic translation:
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2 days ago
Dear Kikidoof,
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,
Veronika Fritz
Casino.Guru
