BetAlice Casino - Player's account was closed unexpectedly.

The casino is so inept at verifying my identity that its difficult to gauge the level of ignorance. They received all my documents, none of them were rejected, but Ive been waiting for two months for confirmation that the funds in my account will be withdrawn. There's been no response to my emails lately, and Im not sure what to do next. The casino closed my account, so all I can do now is wait, but the casino's constant delay in the verification process is definitely too long.

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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?
• Since when have you been attempting to complete the verification in the casino? Were any of your documents approved?
• Could you please list which documents you provided to the casino and which format of the documents you used?
• 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?
• Could you please share with me your communication with the casino regarding the verification and account closure issues? 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 was at the casino for a very short time, because shortly after making the deposit, the casino blocked my account. I sent all the documents they expected for verification. The documents weren't rejected, but for over a month now, they've been constantly informing me that verification is in progress. Access to my account was blocked a long time ago. I don't even remember what actions I took on my account, as the blocking itself probably occurred almost two months ago. I thought the matter could be resolved, but the company is refusing to cooperate. The emails don't contain any information, and I believe this is deliberately prolonging the process.

If you want me to send the documents, I can't send them to the email address you provided. I'm getting a message from my email that the message couldn't be delivered.

The casino, however, hasn't rejected the documents – my only question is why this process is taking over a month, and I'm waiting without any concrete information. I think it's worth inviting the casino to comment.

Thanks for the explanation.

You previously emailed me successfully regarding another case.

Kindly try again, sharing the email chains or chat transcripts with casino support regarding the rejection of your documents.

tomas@casino.guru

Thanks in advance for your cooperation.

I have a different email address registered on my company account. I sent you messages directly from that address, forwarding all correspondence with the company. I'm now sending you an email regarding that matter.

Dear levy09,

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, Jana (jana.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,

Tomas

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.

Dear levy09,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a BetAlice Casino representative to join this conversation and participate in resolving this complaint.

Dear BetAlice Casino,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information.

Dear Casino Guru Team,

We have attempted to investigate the matter; however, we cannot find a registered player account associated with the email address provided here. To proceed with our investigation and assist the player further, we kindly ask you to provide us with the correct registered email address used for the account in question.

Once we have this information, we will be able to review the details and provide a comprehensive update.

Thank you for your cooperation.

Best regards,

Betalice Casino Team

Thats right, i been using 3 email addresses for years because two of them were created as a result of theft, either from a Skrill account or a Jeton hack.

My e-mail barx15@wp.pl

Dear levy09,

Thank you for clarifying your email address.

We would like to inform you that we have just sent you an email with detailed information regarding the specific documents required for your account verification. Please check your inbox and reply at your earliest convenience so we can proceed with your case.

Thank you for your cooperation and understanding.

Best regards,

Betalice Casino Team

I don't see any problem with publicly posting here what the company expects from me.

1. Details about my cryptocurrency wallet - I informed the casino that my cryptocurrency wallet doesn't have the information.

2. Deposit confirmation - I can't provide the document at this time because I don't know when I made the deposit. I don't need to remember it, and access to my account is blocked, so I have no way to check.

Once the company provides me with information about when I made the deposit, I will provide confirmation of the transaction.

I don't understand why our correspondence is hidden.

This is email from casino

Thank you for your response. 

 

To move forward with the verification, we kindly ask you to provide your transaction history for October from your Guarda wallet.

 

This report should show the outgoing transactions sent to our platform. You can usually find this in the "History" or "Transactions" section of the Guarda app/web interface. Please ensure that the transaction hashes (TXID), amounts, and dates are clearly visible.

 

Once you provide this statement, we will be able to cross-reference it with our records and finalize the process.

 

Thank you for your cooperation.

 

Best Regards,

Betalice.com 

ITS CRAZY INCREDIBLE CONTACT WITH CASINO

Of course, as is typical of Novaforge LTD, the company that runs this scam, this response doesn't provide any information about when I made the deposit, and I can't check it because my account is blocked. So, again, the company is deliberately prolonging and making verification difficult. I don't memorize deposit dates, so I insist on the date, time, and deposit amount so I can submit the documents.

Dear levy09,

We would like to clarify that our request is in line with standard security procedures and is not intended to delay the process.

Please be advised that the transaction history for October is readily available and can be exported directly from your Guarda wallet, regardless of your access to the casino account. As a non-custodial wallet user, you have full access to your own transaction logs.

To assist you, please look for the following outgoing transfers in your wallet:

October 22nd: 430.04 PLN

October 23rd: 490.63 PLN

You can find these in the 'History' or 'Sent' section of the specific currency you used. To move forward, we require either a full PDF export of your October transaction history or clear screenshots of these specific transactions, ensuring the transaction hash (TXID), date, amount, and recipient address are clearly visible.

Once you provide these documents, our team will be able to identify the deposits and proceed with the review of your verification.

Kind Regards,

Betalice Casino Team

You received a statement of my transactions, and Casino Guru received one as well.

Don't lie and say you're not deliberately extending the verification process, because I can prove that 90% of your replies to messages are off-topic.

Check how many times I asked about deposit dates?

How many times did I send an email informing me what to send because my crypto wallet doesn't contain personal data?

Do you want me to paste your nonsensical responses to my specific inquiries here?

Okay, at the end of this, I'll paste them and count how many days you deliberately extended the verification process, since you're so professional and follow the rules.

I wonder if the rules cover intentionally withholding basic information and replying off-topic.

Liar

The company that manages this casino lies to me regularly, which I'm also proving in my second dispute.

You lie and deliberately obstruct the verification process. Finally, for all the days you didn't respond to the thread and where I had to ask for a response, I demand compensation. Verification is one thing, and I cooperate, but the intentional withholding of my funds is another.

I insist that this casino's credibility be reduced due to its numerous lies. I'll soon write a post clearly outlining how many days the casino deliberately obstructed this process. You are so hopeless that you even sent me emails and provided evidence of your lies. This is idiotic.

seriously CRAZY

Dear All,

We acknowledge the player’s frustration; however, we must clarify that the verification process is governed by strict regulatory requirements, not personal intent.

To move this case forward and resolve it immediately, we need the player to provide the following:

*Proof of Deposits (Screenshots): We have received the Excel files provided by the player; however, for security and compliance reasons, Excel files cannot be accepted as proof of deposit. Excel spreadsheets are manually editable and do not constitute official, unalterable evidence of a transaction.

Required Format: We require original screenshots directly from the player’s crypto wallet interface. These screenshots must clearly show the transaction hashes, amounts, and dates. This is a standard industry requirement to verify the source of funds and ensure they match our internal records.

As soon as the player provides these specific screenshots instead of editable files, our team will be able to finalize the review.

We remain committed to a fair and transparent process and will prioritize the account as soon as the correct documentation is received.

Best regards,

Betalice Casino Team

What you're writing is funny and amusing. Why I think so - a brief explanation of the situation.

I receive an email from you but...

Before reading the message, let me be brief: I contacted Guarda via their chat, and there's no way to download the history in PDF format. So you're asking me for something that's impossible. I have no way to capture a transaction snapshot to show all the full details. Guarda doesn't provide PDF statements—that's their official position, obtained through online support.

So you're expecting something from me that doesn't exist.

I'd have to send a photo of every single transaction from my Guarda wallet that I made in a given month—that wouldn't meet your expectations, because you want the entire monthly statement. So, once again, proof that you're unfortunately unreliable.

Expected by BetAlice, managed by the fraudulent company Novaforge.LTD—DOESN'T EXIST

EMAIL FROM BETALICE

Dear Mr.......

 

We understand that you do not have access to your account; however, you do not need to log in to our platform to find this information. You can identify the relevant transactions directly within your Guarda wallet history by looking for outgoing transfers ("Sent") made in October to our platform's address.

 

You can easily find these in the "History" or "Transactions" section of the specific currency you used in your Guarda app. Alternatively, you can export your full transaction history for October into a PDF file via the Guarda web interface.

 

Please provide a screenshot or export where the date, amount, and recipient address (TXID) are clearly visible. Once you provide this proof, we will be able to cross-reference it with our records and proceed with your verification.

Dear CasinoGuru/Jana,

Thank you for your continued mediation in this matter.

To help the player finalize the process, we would like to clarify the requirements once more. As we previously shared the exact list of transaction dates and amounts, we are simply waiting for the original screenshots of these specific deposits directly from the cryptocurrency wallet interface.

This is a standard security procedure to ensure we receive unalterable proof of deposit, which unfortunately cannot be fulfilled by the Excel files provided earlier.

The player already has all the necessary transaction details to complete this step. As soon as these screenshots are provided, we will prioritize the final review and resolve the case immediately.

We appreciate your cooperation.

Best regards,

Betalice Casino Team

I should be the one thanking you for your help and not leaving. This is the only way to deceive and deliberately prolong the verification process. To summarize this matter, see below the dates of your fraud, lies, and evidence of intentional behavior.

November 26th, please provide your documents -

After a few hours, the documents were activated (I have them).

December 4th, I received a question about the verification status.

On December 5th, I received a reply with the same request for documents!!!

On December 11th, I received a reply regarding verification, saying that it had been sent to the appropriate department and that I should wait.

On December 12th, I received another message from you, saying that you had received the documents - I have it in my email.

On December 19th, I received a message that you were requesting the same documents!!!!

On December 22nd, I received a reply that you had already received the documents twice, another request for the same documents?

On December 23rd, I received the same request for documents in response to the email informing me that you had already received them twice.

On December 23rd, I sent the exact same documents for the third time as the first time!!!!

On December 25th, I received a message that I should attach these documents to my account - interestingly, before verification, you confirmed in a conversation with you that my account was blocked by you - a request to perform an action I cannot perform.

On December 12th, only after the matter escalated to Casino Guru did you contact me again - because I'm starting to worry about a bad reputation. Simple.

So, to summarize, I sent the exact same documents three times, and for a month and a half, you did nothing with my case. Only when it reached Casino Guru did you get in touch? So why are you thanking me?

Which section of the regulations states that I have to request the verification process myself?

Which section of the regulations allows you to hold my money for a month and a half without any reason, without taking any steps to conduct verification?

I expect compensation for the lies, deception, and manipulation you used during this case.

No company has the right or should treat customers this way.

There are emails for everything, both in my inbox and yours. Everything is clear and straightforward here. You deliberately held my money because there's no way you could have missed it.

Since you confirm receipt and then ask me to send the same thing again, claiming you don't have it, you are confirming with your messages that you are deceiving me, so I am waiting for compensation for the time I lost and your fraud.

I'm sending confirmations of deposits to the casino account.

I think everyone reading our conversation knows that you cheated and manipulated the verification process, but I'm waiting for an explanation of how it was possible that I had to spend a month and a half asking you to acknowledge that you had actually received my documents. I've sent reminders three times, all exactly the same ones.

Lies

Fraud

Manipulation

Dear All,

Thank you for your patience while we investigated this case.

We would like to inform everyone that, following an administrative decision, the account will remain permanently closed. This action is taken in accordance with our Terms and Conditions, specifically Section 3.9:

"We reserve the right to deny opening of an account or close an existing account without prior notice or justification."

Regarding the remaining balance on the account, we are prepared to proceed with the payout.

To facilitate this, we kindly ask the player to provide their payment details.

We have already requested this information via email, and the player can respond there as well.

Once we receive this information, we will process the remaining funds as a priority.

Thank you for your cooperation.

Best regards,

Betalice Casino Team

You've received repeated notifications from me about my expected payment address. Of course, you don't read my emails, and we already know that. I sent the message again and am waiting to hear back about why you didn't read my messages and held onto my money for a month without any reason. It's your fault you didn't read the messages and are deceiving me. I'm waiting for compensation because settling a dispute with only the funds paid is outrageous. You had no right to hold onto my funds. Verification is one thing, but failing to conduct verification despite the documents sent is against the regulations.

Dear levy09,

We understand your frustration, but we would like to assure you that we are actively working on resolving your withdrawal.

The reason for the current delay is that the crypto address you provided to us via email did not yield any results or could not be validated in the Blockchair system. For a successful transaction, we must ensure the address is correct and compatible with our supported networks.

To proceed immediately, we kindly ask you to:

Double-check the address you sent and ensure it is correct.

Alternatively, please provide a new address from one of our supported cryptocurrencies: BTC, LTC, DOGE, ETH, or USDC (ERC20).

Once we receive a valid and verifiable address, we will process your payment as a priority.

Thank you for your cooperation.

Best regards,

Betalice Casino Team

I don't know why you're lying. The address I provided is correct and I've been using it for a long time and many times. Your company, NOVAFORGE LTD, has paid me funds to this address, so how can you now say the address is incorrect? Stop lying, it's pathetic. You're as ridiculous as this whole nasty company made up of scammers.

I'm sending the same email again, including the exact same ETH address. It's the exact same one you've been receiving in your emails for a long time, but of course, who would read the messages? We won't end this dispute until you answer all the lies.

Casino guru, why is this company lying and you're not taking any action?

Why does this company still have such a good reputation? I used the same wallet address in another dispute and no one had a problem with it, and this company is lying – I swear, they're LIARING that the address is incorrect, only doing this to continue holding my funds for no reason.

I understand that you can't do anything to speed things up, but isn't that a reason to lower the company's credibility? When someone lies, doesn't that lower their credibility?

Just review my correspondence with the other company. I can send everything to an email with the same address, and everything is fine.

I insist that this company's credibility be lowered. Due to Betalice's practices, player funds are not safe with this company.

I repeat, your funds in Betalice are not safe, the company is lying, it has been proven.

Dear levy09,

Following a manual review of your case, we have successfully validated your crypto address.

We would like to inform you that a manual withdrawal of the remaining balance has been processed to your original address. The previous delay was a necessary security measure to ensure the transaction's safety due to initial validation issues.

Your funds are now on their way.

Best regards,

Betalice Casino Team

Dear levy09,

please keep us updated once you receive your funds.

Please don't lie because you wrote that the address was incorrect, and a moment later the same address is correct :) No one asked for confirmation, you clearly deemed it incorrect, another lie.

Let's get to the point.

On November 26th, you received the documents.

On December 5th, you received the documents again after I kept asking for them.

On December 24th, you received the same documents, still claiming you don't have them...

30 days of holding my funds and lying about the lack of documents. Of course, you confirm receipt in emails, only to say a moment later that you don't have them? Should I provide the dates of your lies in the messages you lied about?

Please explain why my funds were held for 30 days due to your errors?

Why are you holding property that isn't yours?

Second question - why, despite specifically withdrawing my marketing consent, have you been harassing me and stalking me for months via text message and email, even though my account has been closed. What don't you understand? Will you stop harassing me?

This case is not closed because this company must stop harassing me and explain why they are using fraudulent practices against me.

This company lies so much that I can't understand why it still has such high reviews.

The company claims that since the account is verified, everything is fine.

So, according to the company, they may be deliberately deceiving you by claiming they haven't received the documents even though they have them. This company just wrote that in their opinion, everything is fine in this situation and they can and will continue to deliberately engage in such practices.

Casino guru, don't you think other players should know that this company isn't entirely reliable and should be downgraded? This company is simply lying and doesn't take responsibility. Player funds aren't safe there.

If I hadn't asked if verification was involved, this company's stance would have been clear: we didn't receive the documents – even though they did three times!

The company claims nothing happened. What a bunch of crooks.

Dear Casino Guru Team,

Regarding this case, we would like to confirm that the disputed funds have been successfully paid out to the player.

As we have already provided the player with all necessary information and clarifications regarding the account closure and the verification process in our previous correspondence, we believe that all points of the complaint have been addressed.

Could you please let us know if there is anything else you need from our side, or if we can consider this matter settled? We are happy to provide any further information if required, but from our perspective, the primary issue has been fully resolved.

Thank you for your assistance in mediating this case!

Best regards,

Betalice Casino Team

Dear levy09,

As mentioned in the previous message, the casino has processed the payment of the disputed funds to you. We would greatly appreciate it if you could inform us once you have received them.

It's sad that you allow these companies to treat customers this way. Betalice Casino applies the lowest possible communication standards, ignores customers, has a very poor level of customer service, and uses lies to delay the verification process. This isn't my subjective opinion; these are facts confirmed by evidence.

The people working at this company do this deliberately, and likely a large number of people never withdraw their money. These practices are condemnable, disgraceful, and abnormal.

It's a shame to respond in this way.

I received the funds, but the stench of NOVAFORGE LTD remains.

If you're considering opening an account with this company, you should know one thing: you won't be treated well.

Never open an account at a casino operated by NOVAFORGE LTD.

Dear levy09,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru