The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The issue was resolved when the casino successfully paid out the entire winnings to the player. The complaint was subsequently marked as 'resolved' in the system.
BetAlice Casino - Player’s winnings haven’t been received yet.
Amount: €500
BetAlice Casino
Safety Index:Below averageSafety 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.
6.4
BetAlice Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
I requested a withdrawal of €500, and according to the casino's terms and conditions and inquiries to casino support, the withdrawal should take a maximum of four business days. So far, the payment hasn't changed and hasn't been processed. When I inquire with betalice's customer support every day, I'm always fobbed off. I emailed all my documents for KYC verification to the casino and received a response from the casino stating that verification isn't currently required. I can provide all chat scripts from the support process and other documents as proof. I'm asking for your support so I can receive my withdrawal from the casino. Thank you in advance.
Automatic translation:
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1 month ago
Dear skessel7152,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 month ago
Translation
Please close the complaint because the betalice3.com casino successfully paid out the entire winnings today.
Automatic translation:
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1 month ago
Dear skessel7152,
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,
Dominika
Casino.Guru
