BetAlice Casino - Player's account closure led to incomplete refund.

Hello Casino Guru team,

I would like to file a complaint against the online casino betalice.com.

I previously requested the closure of my casino account because I am struggling with a gambling addiction. Unfortunately, the casino did not close my account immediately, which allowed me to continue playing and losing money during that period.

After some time, the casino finally closed my account and refunded the deposits that I had lost during the time when my account should have already been closed. However, the refund amount was incorrect — it was lower than the total amount I lost due to their failure to close my account on time.

Several months later, I was finally able to calculate the exact amounts, and it is clear that the refund was incomplete. I contacted the casino, but they refused to return the remaining balance.

I would like to request your assistance in resolving this issue. I believe the casino should refund the full amount I lost after asking for my account to be closed.

Thank you for your help.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you submit your account closure request for the first time? Could you please forward the email you sent to the casino, along with the casino’s replies, to veronika.f@casino.guru?
• When exactly was your account closed?
• Could you also send me a list of all deposits made between your initial self-exclusion request and the moment the casino blocked your account?
• How much money did you receive from the casino as your refund, and how much would you have liked to have received?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I’m very sorry, but at the moment I’m unable to provide the bank statements because they are only available for the past three months. I have already requested them from the bank, but I will receive them within 30 days. Please contact the casino, as my account is blocked. The amount they should refund has been calculated precisely by me and is stated in the dispute title. The casino is not responding to my messages.I am only asking for an honest recalculation and the return of my own money.

Thank you for the email. The screenshot you sent me shows that according to the casino, the difference between the agreed refund and the amount that you received was 235.47 PLN. Can you please confirm this to be true?

Also, I have not yet received your account closure requests, and the casino's responses to your requests. Please note that it is vital to receive this information so that the investigation of your case can continue.

Reply to email

Thank you for your email. Unfortunately, the screenshot you provided does not demonstrate that you should have received an amount of 2,900 PLN.

Could you please explain how you calculated this amount? To proceed with the investigation, we need verifiable evidence, such as official documents, account statements, or written confirmations from the casino, clearly showing:

• the amount you actually received, and
• the amount you believe you should have received.

At the same time, I still have not received your initial self-exclusion request, together with the casino’s response to that request. This information is essential for us to assess whether the casino failed to act appropriately.

Please note that without sufficient evidence from your side, we will not be able to confront the casino or request the allegedly missing funds. In such a case, the complaint would have to be rejected due to a lack of supporting documentation.

Thank you for your cooperation. I look forward to your reply.

Dear Aguuuuul,

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.

Okay. Thank you.

Thank you for your patience while I was out of the office. I have not received any additional information from you in the meantime.

Could you please explain how you calculated the amount you wish to have refunded? To proceed with the investigation, we need verifiable evidence, such as official documents, account statements, or written confirmations from the casino, clearly showing:

• the amount you actually received, and
• the amount you believe you should have received.

At the same time, I still have not received your initial self-exclusion request, together with the casino’s response to that request. This information is essential for us to assess whether the casino failed to act appropriately.

Please note that without sufficient evidence from your side, we will not be able to confront the casino or request the allegedly missing funds. In such a case, the complaint would have to be rejected due to a lack of supporting documentation.

Dear Aguuuuul,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru