BetAlice Casino - Player's account access has been restricted.

My withdraw for $222 was cancelled and I was unable to login in to my account. Without showing any reason they send an email stating that withdraw was cancelled. I contacted customer support through live chat, they were not telling any reason and contacted through email and there is no response. The moment they restrict my login , all related websites ( Rabida NV , Nova forge etc. ) also restricting my login to their websites, without showing any reason.

Dear unbranik,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetAlice Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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.

Best regards,

Tomas

Iam newly registered user in betalice. The day when I received email regarding withdraw cancellation, I opened website to check in my login and for placing withdraw request again , then I came to know they are not allowing me to login. And all related websites which I was registered previously relating to RabidaN.v, Novaforge and other N.V related websites were blocked at the same time.

As I remember I played with welcome bonus in slots

Dear unbranik,

Did the casino justify your account closure in any way to you since your last reply?

If there is any further communication you exchanged with the casino, please share it with me here or send the information to my email at tomas@casino.guru

If your balance was confiscated in any other online casino, I would recommend you file a complaint for each one.

Thanks in advance for your reply and cooperation.

Sent relavent attachments to you through email

Thank you very much, unbranik, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear unbranik,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BetAlice Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BetAlice Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the suspension of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Till now no information received from casino

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello unbranik,

We would want to inform you that we are checking your case with the relevant team, we would try our best to help you in this situation and give you an update at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

BetAlice team.

Hello unbranik,

To proceed further with your request we kindly request you to please complete the verification of your account and for that we would need you to please share the following :-

Your official government ID + Selfie holding your ID, against our site (our website to be seen in your selfie) + Your Proof of address document.

We kindly suggest you to please share the documents in a PDF format and please make sure you have not edited or modified the document. Please upload the PDF as it is. Thank you!

If you cannot upload via website, please send it to the email we had sent you requesting the documents.

Waiting for your update.

Best regards,

BetAlice team.

Dear BetAlice Casino,

Thank you for the update and for providing the instructions to help resolve the issue.

Dear unbranik,

Please follow the casino’s instructions and let me know once you’ve submitted all the requested documents.

Dear unbranik,

Thank you for your email.

Dear BetAlice Casino,

he player has contacted me with a request to close his complaint, as he is currently unable to meet your verification requirements in the format you specified.

Your current procedure seems to require the player to have access to both a computer - with your website open in the background - and a mobile phone to take a selfie, which may not be feasible for him at the moment.

Would you be willing to offer an alternative verification method? For example, allowing the player to take a selfie while holding a piece of paper with the casino’s name and the current date written on it could be a more accessible option.

Looking forward to your response.

Hello Kubo,

We would like to clear the misunderstanding over here. We never mentioned about any computer. The selfie can be taken with another phone or other device. We only want a clear selfie as per below requirement and to complete the verification of the account, we kindly suggest unbranik to submit all the requested documents as below:-

Your official government ID + Selfie holding your ID, against our site (our website to be seen in your selfie) + Your Proof of address document.

We kindly suggest you to please share the documents in a PDF format and please make sure you have not edited or modified the document. Please upload the PDF as it is. Thank you!

Once again, we are waiting for unbranik's update.

Best regards,

BetAlice team.

Dear BetAlice Casino,

Thank you for your response.

While I understand that you did not explicitly mention a computer, the requirement to have the casino's website visible in the background of the selfie inherently suggests the need for an additional device.

Additionally, I was under the impression that the selfie was the only remaining document pending submission. Could you please clarify whether any of the requested documents have been received so far, or if none have been submitted yet?

Thank you for your assistance.

Hello Kubo,

We have not received any documents yet, we are still waiting for all the requested documents.

Waiting for the unbranik's update.

Best regards,

BetAlice team.

Dear BetAlice Casino,

Thank you for the clarification.

Dear unbranik,

The casino has informed us that no documents have been submitted from your side. Initially, I was under the impression that only the selfie was missing. Could you please clarify why none of the requested documents have been provided?

I strongly recommend that you submit the required documents as soon as possible. Without completing the KYC process, the casino will not be able to proceed with your withdrawal.

As for the selfie requirement - would it be possible for you to use another device, such as a second phone or a tablet, to display the casino's website in the background? It doesn’t necessarily have to be a computer.

Please let me know.

Thank you.

Dear unbranik,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Please close the complaint.

Hello Everyone,

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.

Best Regards,

Kubo