The player from Italy had requested a withdrawal less than two weeks before submitting this complaint. Her money hadn’t been received yet. She reported a €300 winnings withdrawal that was pending beyond the casino’s stated 3–5 business day timeframe, with no additional KYC request and only generic support replies about review and delays. We advised her to wait up to 14 days while the casino processed the request. The complaint was then marked as resolved after she confirmed the issue was solved.
BetAlice Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €300
BetAlice Casino
Safety Index 7.9 Above averageCase summary
Discussion
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3 weeks ago
Translation
Good morning,
I would like to file a complaint against BetAlice regarding a €300 withdrawal that is still being processed.
I requested a withdrawal on Sunday, August 23, 2026. BetAlice specifies that the withdrawal processing period begins the day after the request and that weekends are not counted. Therefore, according to their own criteria, the processing days are:
Monday, August 24 – Day 1
Tuesday, August 25 – 2nd day
Wednesday, August 26 – 3rd day
Thursday, August 27 – Day 4
Friday, August 28 – Day 5
Today is therefore the fifth scheduled working day.
Over the past few days, I've contacted customer service several times to inquire and request payment. I've been repeatedly informed that the request has been forwarded to the Finance Department and that there are no holds on my account.
However, the withdrawal continues to show as being processed and I have not received either the payment or a concrete explanation as to the reason for the delay.
Support continues to give me generic answers, without telling me when the withdrawal will actually be approved and sent.
I have the support conversations and the withdrawal screenshots and can provide all the necessary documentation.
I therefore ask Casino Guru to examine the case and, if possible, intervene as an intermediary with BetAlice to help me obtain the payment of €300.
Thanks for your assistance.
Automatic translation:
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear Micol1802,
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
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3 weeks ago
TranslationGood morning,
I would like to ask for your help with a problem relating to a €300 withdrawal made on BetAlice.
The withdrawal was requested on Sunday, August 23, 2026. BetAlice informed me that the processing period begins the day after the request and that weekends are not counted. I was also informed that withdrawals are processed within 3–5 business days.
Today, Friday, August 28th, is the fifth working day according to their own criteria. However, the withdrawal has not yet been approved or released.
What concerns me is that I've never been asked for any additional verification or documentation. I've contacted support several times and have been told that the withdrawal is being reviewed and that the Finance Department is already aware of it. However, I continue to receive generic responses with no specific timeframe.
BetAlice recently informed me that withdrawals are being processed in order and that mine is already being reviewed, adding that there may be delays due to payment providers and banking systems. However, my withdrawal hasn't even been approved yet, so it doesn't appear to be simply a bank delay after the payment was sent.
I would therefore like to ask Casino Guru to help me verify the situation and, if possible, act as an intermediary with BetAlice to obtain the release of my €300 withdrawal.
I'm available to provide screenshots of your withdrawal and conversations with support, including confirmation of processing times and responses received.
Thanks for your help.
Automatic translation:
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Micol1802,
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,
Jean
