BetAlice Casino - Player's account is closed and winnings forfeited.

Casino Name: BetAliceDisputed Amount: 60,000 HUFSubject / Title: Illegal account closure and forfeited real money winnings due to alleged IP matchComplaint Text (Complaint description):textDear Casino Guru Complaint Team,

I am opening a formal dispute against BetAlice Casino for the unlawful closure of my player account and the confiscation of HUF 60,000 in real money winnings. My registered email address szavadani3@gmail.com and the deleted transaction ID is 3f482602-f729-4aa1-99cc-5d5ea33361dbd.

The timeline of events is as follows:

1. I made a deposit and originally had an active bonus, which I legally and successfully cancelled within the system terms and conditions.

2. After I cancelled the bonus, I played exclusively with my own real money (real balance).

3. I accumulated 60,000 HUF through completely clean, standard gameplay.

4. I requested a withdrawal to the exact same Revolut Visa card that I had previously deposited to.

5. After that, the casino closed my account and canceled my withdrawal.

I suspect the casino may flag my account for a duplicate IP address. I expressly state that this is the only account I have on BetAlice. I live in a large apartment complex that uses a shared, open Wi-Fi network infrastructure. Any IP coincidence is purely a technical result of my living situation, for which I cannot be held responsible.

The casino has seized legitimate real money funds that are unrelated to bonus abuse. I kindly ask for your help in investigating this matter and recovering my 60,000 HUF.

Thank you for your time and for the broadcast.

Best regards,

S***

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Hello,

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 you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Do you know anyone in your vicinity who plays in the same casino? Were you referred to the casino by anyone who might have shared an IP associated with your apartment?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you canceled the bonus without any bonus wagering progress?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I sent an email to thomas@casino.guru to email address

Update: Today, they acknowledged on live chat that I am unable to initiate a withdrawal due to a technical error in their system. According to customer service, the request has been forwarded to the finance department for manual processing and they promised to notify me via email. Please keep the complaint open until the manual transfer arrives in my account, as I have been waiting for my money since August 20th."

URGENT UPDATE:

Today I received confirmation from BetAlice that my Revolut details requested for a manual withdrawal have been received by them under case number 55739259. According to customer service, the details have been forwarded to the finance department for review.

I would like to point out to the forum moderators and the casino that I have been waiting for the balance on my illegally closed account since August 20th (more than 10 days). I provided the requested information completely and immediately. Given the extremely long-standing case and the illegal blocking, I request that my case be treated as an immediate priority (SOS) and that the payment be initiated today. There is no need for a verification that lasts for days for a simple Revolut account.

I ask the moderators to help expedite the matter!

UPDATE:I would like to update my complaint. Today (September 1st), the casino support agent confirmed that my 60,000 HUF manual withdrawal is now officially under "Processing" status (ID: 108200241). The agent verified that all my Revolut bank details are correct and everything is fine with the transaction.A internal reminder has been sent to the Financial Department to speed up the process. I am still waiting for the money to arrive in my Revolut account. I kindly request to keep this complaint OPEN until the funds are successfully received.Thank you for your ongoing support since August 20th!

"I need to update this complaint with a highly concerning development. While BetAlice publicly stated here that my manual withdrawal will be processed as soon as possible, their email support (Agent Liliána) sent me a message just now stating that they are still waiting for another department's internal review and cannot provide any timeframe.This is a clear contradiction to what was promised here. My banking details are verified, the transaction ID is 108200241, and the casino has already held my 60,000 HUF since August 20. I ask AskGamblers to keep this case strictly unresolved, as the casino seems to be using stalling tactics behind the scenes while pretending to cooperate publicly."

Thanks for the continuous updates.

We will keep this complaint open until you confirm that your withdrawal has been successful.

Please keep me informed about any further developments.

Dear szavadani1994,

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,
Tomas
Casino.Guru