The player from Germany has difficulty withdrawing his winnings of €1,800 from BetAlice Casino after successfully completing the first €500 withdrawal. The second withdrawal requires verification of his payment method, Jeton, but the casino repeatedly rejects the proof of account activity he submits, without clear explanations. He expresses frustration over communication issues with the casino.
BetAlice Casino - Player's withdrawal is delayed due to verification issues.
Amount: €1,300
BetAlice Casino
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4.9
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Case summary
5 days ago
Public
Public
2 weeks ago
Translation
Hello
You helped me with a problem some time ago, I hope you can do it again.
I won about €1,800 at BetAlice Casino. The first withdrawal of €500 worked without any problems.
Verification was required for the second withdrawal. This worked without any problems except for the verification of the payment method.
I pay with Jeton and have made a deposit and received a withdrawal at the casino.
The casino requested proof of my account activity from February.
I uploaded it in various versions, but none were accepted. I never received a message explaining why it was rejected.
In the chat I was told the same thing over and over again: submit proof in February.
I've reached my limits and unfortunately can't go any further.
I am attaching the document that I uploaded to BetAlice.
1. The itemized proof of my deposit at BetAlice on 28.02.2025 (BetAlice deposit)
2. My original Jeton account statement (balance statement). Unfortunately, there's no payment ID listed anywhere. But I can't get it from Jeton any other way.
3. A PDF of my bank statement that I created from screenshots of the individual pages. (Bank statement). Everything can be seen there.
Maybe it's simply a communication problem between BetAlice and me. They just don't tell me exactly what they expect from me, and I don't speak English very well.
It's a shame, because I like the casino and would like to continue playing there. However, only after my account has been fully verified.
Thank you in advance for your effort and I hope you can help me.
Kind regards, Jörg Ma*****
Edited by a Casino Guru admin
Automatic translation:
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2 weeks ago
Hello Chemiker,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetAlice Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Did the casino specify the exact reason of rejecting your document?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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2 weeks ago
Translation
Hello
First of all, thank you for your help.
1. Verification has been running since March 10. Since then, I have sent a version of my bank statements every three days.
Whether PDF or screenshots, everything was rejected.
2.There was no specific rejection, the documents were deleted without explanation.
When asked, the same thing was said every time.
I have to provide a bank statement from February.
3.The last contact in the chat was 2 days ago.
I could send you the minutes by email
Kind regards
Automatic translation:
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1 week ago
Hello Chemiker,
Please forward the communication between you and the casino related to the verification to nikolas.b@casino.guru for further review.
Awaiting your response.
Regards,
Nick
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1 week ago
Translation
Hello
Unfortunately, I don't have an email with the last chat history.
I was actually sure that I had requested it.
Sorry.
Should I contact BetAlice again via chat?
Or does that not make sense since the complaint is about you?
Kind regards
Automatic translation:
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5 days ago
Hello Chemiker,
It is not necessary to forward the live chat as I though the communication is via e-mail support - mostly the verification runs through that as it is more reliable than live chat.
However, as advised previously, verification may take up to 14 days so I would recommend to wait only for now and provide all the requested documents even if they ask them multiple times.
Let us know in case of any update.
Regards,
Nick
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