The player from Germany was unable to withdraw his winnings of €300 after a deposit of €22.50 due to ongoing wagering requirements. He was confused by contradictory information from support regarding his balance and the remaining amount to wager. He insisted on retrieving his funds. The issue was resolved after the player confirmed that he could close the complaint and withdraw again. The Complaints Team marked the complaint as 'resolved' in their system.
BetAlice Casino - Player's withdrawal is delayed due to wagering issues.
Amount: €251
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
Public
Public
1 week ago
Translation
I deposited €22.50 today, won about €400, then won. I kept playing until I reached €300, wanted to withdraw, but it didn't work. The reason given was that I still had to wager my deposit. I was starting to feel a bit strange, as I'd already played from €400 to €300 and then, according to support, to €251.50. In any case, I can't withdraw, and it keeps telling me to keep playing my balance (which is shown as my real money in my account) to wager it. Which can't be right, especially since the woman in the chat then said I only had to wager €7. Which I then did in the Big Bass Bonanza.
Cashing out is absolutely NOT an option!!! I WANT MY MONEY
Automatic translation:
Public
Public
1 week ago
Dear kroemer1312,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:
6.8 Minimum funds rollover before a withdrawal is x1 (one). If the wager of the funds (the amount of placed bets) is less than the deposit amount, we reserve the right to cancel all winnings and keep the commission of 10% (ten percent) (but not less than 0.50 EUR (fifty cents) of the amount of the last deposit as payment expenses, and the 15% (fifteen percent) commission if your account balance has been charged with a bank card or bank transfer.
Am I correct in understanding that you did not activate any bonus when you made your deposit?
Do you see any progress bar showing how much of your deposit you have already wagered?
Have you made any deposits into this casino before and successfully wagered them?
When was the last time you communicated with customer support about the wagering requirements you still need to meet?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
1 week ago
Dear kroemer1312,
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
