The player from Germany had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The issue was escalated to the Complaints Team, which communicated with the casino on the player's behalf. After several exchanges, the casino acknowledged the player's concerns and processed the withdrawal request. The player confirmed that the issue had been resolved, leading to the complaint being marked as 'Resolved' in the system.
BetAlice Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
BetAlice Casino
Safety Index 7.9 Above averageCase summary
Discussion
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1 year ago
I am filing this complaint regarding my pending €1,000 withdrawal from BetAlice Casino.
I requested the withdrawal on June 29th, 2025.
According to BetAlice’s support team, withdrawals should be processed within 3 business days.
Today is July 9th, and I have still not received my payout.
Since July 5th, I have contacted live support daily, and each time I was told that my request has "top priority" and is being delayed due to "high transaction volume."
I have also received multiple email replies from the support team, all of which repeat the same vague message: that my withdrawal is being processed, and that they cannot provide an exact timeframe due to unspecified "external factors."
I have not been asked for additional verification. My account is fully verified. The issue is not with me – it appears to be purely on the casino’s side.
This lack of transparency and failure to process a withdrawal within a reasonable time frame is unacceptable and deeply concerning.
I kindly ask CasinoGuru to assist in mediating this situation and help ensure that my funds are paid out without further delays.
Thank you in advance for your support.
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1 year ago
Dear player,
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 the 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.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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1 year ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 year ago
Translation
Dear Dominika,
The amount in dispute is now only €500, as I canceled the most recent payout. The €500 payout has been pending since June 29, 2025. I have tried several times to obtain precise information about the payout via email or live chat. However, I continue to receive the same template messages stating that this is an increased payout volume.
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1 year ago
TranslationI would like to provide a further update on my case, as the payment has still not been received as of July 14, 2025 – 16 days after the original payment request on June 29, 2025.
I contacted the live chat again today. They clearly confirmed to me that support has no real contact with the finance department. Even when I asked, no internal forwarding was documented or explained. Instead, they simply stated each time that "the specialist department has been informed" – but without any confirmation that anything has been processed at all.
I tried several times to contact the responsible department or casino management directly. Instead, I was simply redirected to the email address I already knew. - behind which, however, the same support team answers via Zendesk and only sends copy-paste texts.
I politely and repeatedly asked for specific information:
When will the payment be made?
Who is responsible?
Why was I promised a processing time of a few days, which has now been far exceeded?
All these questions were either ignored or answered with evasive standard phrases such as:
> "Please don’t worry,"
"The payment will be made shortly,"
"We thank you for your patience."
The situation now appears systematic rather than an unfortunate isolated incident. Customer service seems to be solely dedicated to fending off inquiries, not solving problems.
I therefore urgently request CasinoGuru to actively approach the casino on my behalf and push for an immediate payout.
Thank you.
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1 year ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Could you please clarify why the disputed amount is now only €500? Did you receive the other €500, or was it canceled and lost?
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
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1 year ago
TranslationDear Dominika,
Thank you for your feedback and your willingness to help me with my case. I will be happy to answer
Your questions in detail:
1. Why is the disputed amount only €500?
I had originally submitted two withdrawal requests, each for €500. I canceled one of them (the second, later request) because I didn't see any progress.
The €500 in question now relates to the original application dated June 29, 2025 – this was not paid out and is still open.
2. Have you ever received successful payouts?
No, I have not yet received a payout from BetAlice.
3. KYC verification
I wasn't asked to complete KYC verification. Customer service said it wasn't required for my withdrawal.
4. Were the winnings achieved with or without a bonus?
The winnings come from an active deposit bonus.
I fully complied with the bonus terms and conditions (wagering requirements, stake limits, etc.). No violations were reported or alleged.
5. Communication with the casino
I have had extensive communication with customer support – both via live chat and email to .
The replies were mostly standard text, without clear information or deadlines. I was repeatedly warned about "delays" and "high volume," but the withdrawal hasn't been processed to date.
I will be happy to send you the relevant screenshots and chat histories via email, as requested.
Thank you very much for your support.
I very much hope that with your help, things will finally move forward – because the casino's behavior is, in my opinion, unacceptable.
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1 year ago
TranslationUpdate (20.07.2025): Payment cancelled without explanation – unclear process
I requested my withdrawal on June 29, 2025. Over several weeks, I was repeatedly put off in live chat: they mentioned "high transaction volume," "security checks," "finance queue," etc.
After a three-week wait, my withdrawal was simply canceled today, July 20, 2025, without comment. In the chat with support (Betalice), three different representatives were unable to provide a reason for the cancellation. Statements like "technical error," "maybe clearing the cache," or "we don't see any reason" seem arbitrary. Despite repeated inquiries, no clear answer was given.
An employee finally offered me a manual withdrawal, for which I had to re-enter my account details. However, this manual withdrawal is not visible in the casino because it is supposedly handled internally.
What particularly irritates me:
- The support staff sometimes clearly contradict each other.
- The company under which the casino operated (Nova Forge Ltd) was already dissolved in April 2025, according to the British Companies Register.
- Communication appears increasingly opaque.
I hope CasinoGuru can help or at least warn other players.
Edited by a Casino Guru admin
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1 year ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Dear duckk01,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite BetAlice Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case and state the reason why the player's withdrawal has not yet been processed more over why has it been canceled?
Thank you in advance for providing the information.
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1 year ago
Dear all,
Please be informed that previous withdrawals were cancelled by the player before the after mentioned timeframe of 3 days passed. Furthermore, we would like to point out that your withdrawal requested today has been sent to the financial team and will be processed at the earliest time.
We hope this has clarified the matter for you.
Kind regards,
Bet Alice Team.
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1 year ago
TranslationThe payout from June 29, 2025 was not canceled by me but rejected by you. 
They couldn't provide me with any information via chat as to why this was the case. I also only received their template email.
I was then asked to request a new payout from their support.
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1 year ago
Dear duckk01,
I completely understand how frustrating this situation must be. However, since the casino is now communicating with us, let’s focus on any new withdrawal requests moving forward. Hopefully, these will be processed without delay.
Please keep me informed as soon as you receive any updates—I’ll be here to assist you.
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1 year ago
TranslationHello Martina,
I'll keep you updated. I hope it doesn't take another three weeks...
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1 year ago
Dear BetAlice Team,
Please ensure that this matter is treated as a high priority so that it does not experience further delays.
Your prompt attention to this issue would be greatly appreciated.
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1 year ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear duckk01,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Martina
