BetAlice Casino - Player's account has been closed after winning.

I've been depositing large amounts of money and losing money all this time. I've been lucky enough to start winning over the past two days, but then you suddenly closed my account. I don't know why, so please let me know. Also, please let me withdraw at least my remaining balance. That's what I want. I'd like a clear explanation.

It's terrible that my account was closed the moment I won. I want to resolve this somehow.

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Dear NNMM,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active 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,  

Katarina

・I was mainly doing sports petting.

・The authentication screen said that I didn't need to complete KYC yet, and my account was suddenly suspended.

・I had been losing until two days ago, but then I got lucky and accumulated about $10,000 in winnings.

I am not happy that I am only invited to VIP when I am losing and then my account is closed as soon as I win big. I would like to at least have my balance secured and be able to withdraw.

thank you.

Dear NNMM,

Thank you for the additional information and for your patience throughout the complaint process.

Please understand that if your account has been blocked and you mostly placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards,

Katarina