The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The player marked the complaint as resolved, indicating that the issue with the casino had been settled. We acknowledged the resolution and closed the case in our system. The player was thanked for their cooperation and encouraged to reach out again if future issues arose.
BetAlice Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €700
BetAlice Casino
Safety Index 7.9 Above averageCase summary
Discussion
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3 weeks ago
Translation
On June 22, 2026, I requested a withdrawal of €700.00 from BetAlice. Since that day, the withdrawal has remained in "Processing" status.
My player account is fully verified. I have submitted all required documents (ID card, proof of address, and proof of the source of my funds). My account has been successfully verified, and I can continue to log in, place bets, and use my balance without any problems. My account has not been restricted or blocked.
Since requesting the withdrawal, I have contacted live chat and VIP customer support via email multiple times. However, in live chat, I only ever received standard replies telling me to be patient. I was never given a concrete explanation for the delay or a firm timeframe.
VIP customer support repeatedly confirmed in writing that there was no problem with my account or withdrawal, that the withdrawal had not been stopped, and was merely being processed. Furthermore, I was repeatedly assured that my case had been prioritized and forwarded to the responsible department to expedite the withdrawal. Despite these assurances, no withdrawal has been processed to date, and the status has remained unchanged since June 22, 2026.
In the past, my withdrawals were processed within a few days after contacting VIP support. This time, however, I've been waiting for quite some time without receiving a plausible explanation for the delay.
During this waiting period, I continued playing on the platform. As a result, my current account balance is now €841, which I would also like to withdraw. However, as long as the first withdrawal hasn't been processed, I'm very hesitant to request further withdrawals.
I therefore request that Casino Guru review my case and contact BetAlice so that the payout, which has been pending since June 22, 2026, is finally processed. Furthermore, I request a comprehensible explanation for the exceptionally long processing time and confirmation that my current balance can also be paid out correctly.
Thank you for your support.
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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 Tobi362,
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
TranslationMy account is fully verified and I've already made several withdrawals, but the amounts were always smaller and the process was faster. This time, with a larger withdrawal, it's already been 12 days.
Current status: I have made another withdrawal of 600 euros, leaving two outstanding payments: 700 euros since June 22, 2026, and 600 euros from July 4, 2026.
Edited
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3 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 Tobi362,
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,
Karla
