BetAlice Casino - Player claims that payment has been delayed.

Hallo Team Casinoguru, ich habe am 30.01.2026 ..10€ eingezahlt, und mit meinen 10€ Echtgeld bei Legacy of Dead 4452€ gewonnen.

Seit dem hat das Casino einmal 500€ ausgezahlt. Der Chat sagt immer das gleiche, die Auszahlung ist in letzter Phase und sowas. Können Sie mir dabei helfen ? Oder ist das normal in diesem Casino. Villeicht wollen die nicht auszahlen ?

Mit freundlichen Grüßen Boris

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.

Dear Ferdo68,

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

Dear Ferdo68,

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.

Hallo, ich habe leider mein Gewinn noch nicht bekommen.Der Chat von Betalice Casino schreibt mir täglich die selben Antworten. Lg

Am 04.02 wurden mir 500 € überwiesen..sonst nichts es sind noch 4500€ offen

Dear Ferdo68, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

• Haben Sie schon einmal erfolgreich

Auszahlungen vorgenommen? 

Ja, am 04.02.2026 wurden mir 500€ gezahlt 

• Könnten Sie bitte bestätigen, dass Sie die

KYC-Verifizierung bestanden haben?

 Dieses Casino zahlt auch ohne KYC. Es wurde nicht verlangt.

• Haben Sie Ihre Gewinne mit oder ohne

aktiven Bonus erzielt?

 Ich hab mit Non-Sticky Bonus eingezahlt, aber den Gewinn ohne Bonus erzielt (storniert)

Hast du Casinospiele gespielt oder auf

Sport gewettet? 

Casino 

Ich habe die Screenshots zu  karla.m@casino.guru gesendet

Dear Ferdo68, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Erstmals Auszahlung beantragt war am 30.01.2026.

Dies Auszahlung war am 04.02.2026.

Die Auszahlung Methode war die selbe wie die Einzahlung Methode.

Das wurde mir gestern geschrieben.

Warum verweigern Sie meine Auszahlung? Seit dem 30.01.26 warte ich auf mein Geld. Und Sie schreiben immer die gleichen antworten.

"Rona (BetAlice)

22. Feb. 2026, 17:28 OEZ

Hello Boris,

Thank you for contacting our BetAlice customer service. Hope this email finds you well.

We fully understand your frustration, especially given that you have been waiting since January 30. We sincerely apologise for the extended delay and for the repetitive responses you have received. Please allow us to clarify that your payment is not being refused. Your withdrawal remains under review, and the delay is related to additional internal and payment provider checks.

Given the length of the delay, your case has been escalated again with high priority to the Finance Department for immediate clarification. We have requested a concrete update regarding the exact status of your payment. We understand that waiting this long is unacceptable from your perspective, and we truly regret the inconvenience this has caused. As soon as we receive confirmation from the responsible department, you will be informed without further delay.

Thank you for your continued patience. If you have any further questions, please contact us by email at support@BetAlice.com or via live chat.

Sincerely,

BetAlice Customer Support"

Dear Ferdo68,

Thank you for your detailed update and for providing the communication from the casino.

Since some time has now passed, could you please confirm whether you have received any additional payments after the €500 paid on February 4, 2026?

Specifically:

• Have you received any further partial withdrawals?

• What is the exact remaining amount currently pending in your casino account?

• Is there currently an active withdrawal request visible in your account? If yes, please confirm the amount and its current status (pending/under review/approved).

If possible, please also upload an updated screenshot of your withdrawal history so we can see the most recent status.

Thank you in advance for your clarification.

Karla

Ich habe keine weiteren Zahlungen erhalten.

Restbetrag 4500€

Auszahlung Anfrage ist sichtbar.

Am 25.02. kam die Nachricht das ich mich Verifizieren soll., ich habe es getan. Bis jetzt ist nur mein selfie genehmigt.

Dear Ferdo68,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Barborka, barbora.p@casino.guru . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite BetAlice Casino representative to join this conversation.

Dear BetAlice Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hallo, heute wurden mir 2 mal 500€ überwiesen

Jetzt sind meine Abhebungen gesperrt

Dear Ferdo68,

Thank you for your update.

We appreciate you informing us that you have received two additional payments of €500 each. At the same time, we understand your concern regarding the message that withdrawals are currently blocked.

Please note that some casinos apply a daily withdrawal limit, and based on the information available, it appears that BetAlice Casino may allow withdrawals of up to €500 per day. If this is the case, the withdrawal option may temporarily appear unavailable once the daily limit has been reached, and it should become available again after the limit resets.

However, to avoid any misunderstandings, we will wait for the casino representative to join the conversation and clarify the exact reason for the restriction and confirm the withdrawal limits applied to your account.

Thank you for your patience. We will update you as soon as the casino provides further information.

Hello everyone.

We would like to kindly inform you that we are checking the matter with the relevant team and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

BetAlice Team

Dear BetAlice Team,

Thank you for your message.

We will await your update once you have received clarification from the relevant team.

Dear Ferdo68,

Thank you for your patience.

We would like to kindly inform you that the relevant team has been asked from you to verify your account. After the verification is done, you will receive the rest of your funds as soon as possible.

If you face any issues uploading the requested documents, please kindly inform us and we will gladly help you so the verification to be completed as quickly as possible.

Thank you for your cooperation.

Best regards,

BetAlice Team

Hallo, ich habe schon alles zur Verifizierung vor ca. 2 Wochen dem Casino gesendet. Und wenn noch etwas fehlen sollte, kann ich nichts hochladen da die Verifizierung Seite sagt " Es sieht so aus, als ob dein Konto nicht verifiziert

werden muss. Viel Spaß mit unseren Spielen!"

Ich kann nichts hochladen.

Der eine im Chat sagt. Es muß alles geprüft werden.

Der zweite im Chat sagt: Meine Bank hat die Zahlungen nicht angenommen, ich soll eine andere Methode zur Auszahlung nehmen. Auf der Abhebung Seite sind meine Abhebungen gesperrt.

Und das seit dem 30.01.2026 ..fast 2 Monate.

Gruß

Das wurde eben nach meiner Frage zur Verifizierung gesendet

Dear Ferdo68,

Thank you for your detailed update and for providing the screenshots.

Dear BetAlice Casino,

Could you please clarify the current verification status of the player’s account?

If verification is still required, please provide a complete and specific list of documents needed.

Additionally, please explain how the player is expected to submit documents if the verification section does not allow any uploads.

We would also like to ask for clarification regarding the withdrawal restriction, as the player reports that withdrawals are currently blocked.

Finally, please confirm whether any withdrawals were rejected by the payment provider and, if so, what alternative withdrawal methods the player should use.

We kindly ask the casino to provide a clear and consistent explanation so the player can proceed without further delays.

Dear Ferdo68,

Thank you for your patience.

We kindly inform you that our KYC Team is waiting for you one last document regarding the verification of your account. The aforementioned document is a Selfie of you holding the front side of your identification document and behind you in the background to be visible our casino site's first page.

Thank you for your cooperation.

Sincerely,

BetAlice Team

Dear player,

According to the casino's latest message, the remaining document needed to complete your verification is a selfie of you holding the front side of your identification document, with the casino website's first page visible in the background of the photo.

Please make sure that your face is clearly visible, the ID document details are readable, and the casino homepage is visible behind you, for example on a computer or tablet screen.

Once you have submitted this document, please inform us here so we can follow up with the casino regarding the completion of your verification and the processing of your remaining withdrawals.

Dear BetAlice Team,

Thank you for clarifying that one final document is required.

Once the requested document is submitted, please confirm whether this is the final required document, what the expected timeframe for completing the verification will be, and when the remaining withdrawals will be processed after verification is finalized.

Thank you both for your cooperation.

Ich habe es schon vor ca. 2 Wochen hochgeladen. Gerstern habe ich es hochgeladen..es wurde abgelehnt. Heute habe ich es nochmals hochgeladen. Mal schauen ob die es annehmen. Gruß

Dear Ferdo68,

Thank you for your update.

We understand that you have already uploaded the requested selfie document multiple times and that it was previously rejected. We appreciate your continued effort to provide the requested verification materials.

Dear BetAlice Team,

Could you please clarify the exact reason why the previously submitted selfie document was rejected?

If there are any specific requirements that were not met (for example image quality, visibility of the casino homepage, or readability of the ID), we kindly ask you to provide clear instructions so the player can submit the document correctly.

Additionally, please confirm whether the document submitted today meets your requirements, or if any further steps will be necessary to complete the verification.

Thank you both for your cooperation.

Hallo, ich habe gestern schon wieder ein Selfie mit meinem Ausweis in der Hand gesendet zu support@betalice.com gesendet. In der Casino Seite steht "Dokumente hochladen

Verifizierung notwendig. Bitte lade die unten

angeforderten Dokumente hoch, um dein Konto zu

verifizieren."

Man kann nichts anklicken und es steht auch nicht was man hochladen soll.

Ich habe schon mehrere E-Mails gesendet zu support@betalice.com.. aber bekomme keine Antworten mehr.

Und Anhebungen sind immer noch gesperrt

Mit freundlichen Grüßen

Dear Ferdo68,

We kindly inform you that your account has been verified successfully.

Thank you for your patience and you cooperation on the matter.

Best regards,

BetAlice Team

Dear Ferdo68,

Thank you for the update.

As the casino has confirmed that your account is now fully verified, you should be able to proceed with your withdrawal requests. Please try to submit your withdrawals and let us know once you receive any payments or if you encounter any further issues.

Hallo, ich habe komplett mein Geld bekommen. vielen Dank Team Casino Guru

Dear Ferdo68,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system.

Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated.

Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Barbora

Casino.Guru