BetAlice Casino - Player’s account has been closed and withdrawal is delayed.

Salve, è dal 26 Novembre che il mio account su betalice è stato disattivato, avevo un saldo attivo di circa 271€ (non mi ricordo con esattezza perché è passato un po' di tempo e non ho fatto screenshot).

Il giorno successivo a quando mi è stato disattivato il conto mi è stato chiesto di inviare i documenti (ID + selfie) e i dati bancari per restituirmi il saldo.

Io gli ho risposto prontamente inviando i documenti richiesti e i dati bancari per ricevere il prelievo, loro mi hanno risposto con un messaggio automatico in cui mi avvisano di aver girato i dettagli al dipartimento competente, peccato che da quel giorno (28 Novembre) non ho più avuto alcun aggiornamento.

Dato che siamo a più di 3 settimane di ritardo spero che possiate darmi una mano a risolvere la controversia con questo casino.

Grazie.

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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.

• What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports only?
• Have you sent any identity documents to the casino for verification before your account was blocked?
• Have you made any successful withdrawals from this casino before?
• When was the last time the casino communicated with you regarding the refund of your balance?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Ciao Veronika,

• Ho giocato sia sulle slot che sullo sport con il mio saldo depositato
• No, prima che venisse bloccato non mi era stato chiesto nessun documento (c'era scritto proprio che non erano necessari documenti nella sezione verifica), li ho inviati solo successivamente quando me li hanno chiesti via email
• No, è la prima volta che provo a prelevare i miei soldi da BetAlice
• Non ci sono stati aggiornamenti da parte del casino dal 28 Novembre

Hello Spaffle,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience while I was out of the office.

Please forward me the email you received from the casino after your account was blocked, along with all the subsequent communication, to veronika.f@casino.guru.

Could you also specify what payment methods you used for depositing money into this casino?

Ciao Veronika, la prima email ricevuta dopo il blocco del conto è stata questa:

Email a cui ho risposto inviando i dati richiesti (documento + selfie e dettagli di pagamento per il prelievo del mio saldo), non ci sono state ulteriori email oltre a quelle di cui parlo nel primo post.

Ho depositato solo in cryptovalute su questo casino.

Dear Spaffle

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 Resolver, Michal (michal.k@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,

Veronika

Hello Spaffle,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite BetAlice Casino to join the conversation.

Dear BetAlice Casino,

We would be grateful for your help in clarifying the current status of the player's verification process. The player submitted the various documents for the verification process, and I am eager to know the reasons behind the already quite significant delay. If there are any additional documents required, could you kindly specify exactly what is needed?

If there are any factors affecting the situation that cannot be disclosed publicly, please do not hesitate to communicate them directly with me at michal.k@casino.guru

Dear Casino Guru,

We have forwarded this request to the relevant department.

We will contact you as soon as we receive an update.

Kind Regards,

BetAlice Team

Dear BetAlice Team,

Thank you for your response. I'm looking forward to the timely update from the appropriate team.

Dear Casino Guru,

After checking the account history, we have confirmed that the player played through their balance during the period of 22.11 to 26.11.

Kind regards,

BetAlice Team

BetAlice Casino, a prescindere da quanti giorni ho giocato, nel momento in cui mi avete chiuso il conto avevo 271€ nel saldo. E infatti mi avete mandato voi stessi la richiesta di documenti e info addizionali per il pagamento del prelievo.

Quindi vi esorto a pagare i 271€ di saldo che mi dovete.

Dear Casinu Guru,

We have sent you an email containing the additional documents requested.

Please review them at your earliest convenience.

Kind Regards,

BetAlice Team

Dear BetAlice Team,

Thank you for your email with the additional information and evidence. I have responded back with some further enquiries and am awaiting your reply.

Dear Spaffle,

We have received evidence confirming that the funds you are disputing were lost during normal gameplay. On November 23 and November 25, you placed two relatively large bets, both of which unfortunately resulted in losses. At the time your account was closed, your remaining balance was €11.20. If this amount has not yet been credited to you, it is the only sum to which you are entitled.

Looking forward to your feedback

Ciao Michal, è possibile dato che ho piazzato delle scommesse in quei giorni ma poi il mio conto è stato sospeso il 26 Novembre e quindi non ho potuto verificare l'esito delle mie giocate. E' possibile avere i dettagli delle scommesse e/o degli screenshot come conferma che sono risultate perdenti?

Detto ciò non ho ancora ricevuto nessun prelievo da parte di BetAlice, quindi richiedo comunque il pagamento del mio saldo residuo anche se è una somma inferiore rispetto a quanto mi ricordavo.

Dear Spaffle,

You have the right to request your complete gamelog from the casino, and they are obligated to provide it to you. Therefore, please reach out to the support team via email to make this request.

Dear BetAlice Casino,

Could you please clarify why the remaining balance has not yet been disbursed to the player? If it has already been processed, we would appreciate it if you could inform us of the date it was disbursed from your end.

Thank you Casino Guru, I have forwarded the request to their support as per your advice:

Now I'm waiting for their response.

Dear Casino Guru,

The remaining balance was issued to the player on 04.02.

Depending on the payment method and bank processing times, the funds should appear in their account within 3 to 5 working days.

Kind Regards,

BetAlice Team

I fondi sono stati accreditati, però non ho ancora ricevuto una risposta al mio quesito inviato via email.

Dear BetAlice Team,

Can you please let us know when you will provide the player with the requested evidence?

Dear Casino Guru,

We have requested the player's full gaming history and will send it via email as soon as it is ready.

Kind Regards,

BetAlice Team

Dear BetAlice Team,

Thank you for your response. Please let me know when you have provided the player with the requested evidence for my reference.

Dear Casino Guru,

While this request has been prioritized, please be advised that the compilation of a Data Report requires longer time to receive.

We will provide you with regular status updates until the report is finalized.

Kind Regards,

BetAlice Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Spaffle,

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,

Michal

Casino Guru