BetAlice Casino - Player's winnings are confiscated due to delayed bonus information.

I received two promotional emails from Betalice Casino:

1. "Weekly Bonus 50% up to PLN 2,250" 

2. Personalized "150% Bonus is Yours!" (up to PLN 450 for a deposit of PLN 140+)

None of the emails mentioned the maximum winnings from the bonus.

I deposited approximately PLN 175, activated the bonus and received PLN 262.50 (bonus code: CRM_150upto100... max10x).

I played and reached a balance of over PLN 15,402. I've already met 73% of the 35x wagering requirement (deposit + bonus).

I've only just discovered the hidden "max10x" rule – the maximum winnings from a bonus are capped at 10 times the bonus amount (only PLN 2,625). The rest will be confiscated.

This key term did not appear at all in both promotional emails sent by Betalice.

However, an identical bonus promotion sent by their sister casino Slotuna (same owner NovaForge Ltd) clearly states in the email: "The maximum bonus amount is x10 of the bonus amount awarded."

This proves that the omission of information in Betalice's emails was deliberate and misleading.

I would not have accepted and used this bonus if I had known about the hidden maximum winnings limit.

Please:

- Lifting the 10x maximum winnings limit and

- Permission to withdraw the entire balance once the turnover requirement has been met.

Attached screenshots:

- Both Betalice promotional emails (no mention of max 10x)

- Slotun's email (clear max 10 mentions)

- Active bonus screen showing "max10x", balance PLN 15,402 and 73% turnover

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Dear marcinkw,

Thank you very much for submitting your complaint. I’m sorry to hear about the confusion and frustration you’ve experienced regarding the bonus terms and the maximum winnings limit.

To help us properly review your case and understand how the bonus conditions were applied, I would like to clarify a few important points:

Could you please confirm how exactly the bonus was activated? For example, was it activated via:

• a bonus code entered manually,
• a one-click activation link in the promotional email, or
• an automatic bonus added after the deposit?

• When you activated the bonus, were you able to view the full bonus terms before confirming its activation (for example, via a pop-up window, link, or checkbox)?
• Can you confirm that your country of residence is Poland, and that this was correctly set in your casino profile at the time you received and used the bonus?

For transparency, I reviewed the available bonus rules (Weekly Reload Bonus – 50% up to €500) on the casino’s website and found a promotion where a 10x maximum win limit applies only to residents of specific countries (Thailand, Japan, Brazil, Chile, and Peru). Since you indicated that you are a resident of Poland, it is important for us to clarify which specific bonus rules the casino claims are applicable to your case and where they were presented to you.

If you have any additional emails, screenshots, or communication with the casino regarding the bonus activation or their justification for applying the cap, you are welcome to forward them to petronela.k@casino.guru for further review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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 marcinkw,

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.

Hello Petronela

I sent all the information by e-mail

Dear marcinkw,

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, Peter (peter.c@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.

Hello there,

Thank you marcinkw for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetAlice Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Dear marcinkw,

Thank you for reaching out to us regarding your recent bonus.

We have conducted a thorough review of your account activity and the specific offer used (CRM_150upto100 Dep30 24h max10x). Please find the details of our findings below:

Bonus Received: 262.50 PLN.

Wagering: The wagering requirements were successfully met.

Maximum Release Rule: As per the terms of this specific offer, the bonus has a 10% maximum release (max 10x the bonus value).

Outcome: The bonus was converted to cash and released to your main balance correctly according to these limits.

As the bonus was settled and cashed out exactly as stated in the terms and conditions of the offer, there are no additional funds to be restored or credited to your account.

We hope this clarifies how the bonus was processed. If you have any further questions, please feel free to ask.

Kind regards,

BetAlice Casino Team

Thank you for the clarification BetAlice Casino representative. Would it be possible to clarify where the max win cap is shown in the bonus terms and conditions, as from the player's statements, the rule wasn't shown in the promotional emails they have received from your website. Thank you in advance for your cooperation!

Dear marcinkw,

Thank you for your patience.

We kindly inform you that we reviewing your case with the relevant department.

In the meantime, could you please provide a screenshot of the specific promotional emails you received from Betalice. To assist our review, ensure the screenshot clearly displays the sender's address, the date and time received, the full message content, and the Terms and Conditions.

Kind regards,

BetAlice Casino

Dear Peter and BetALice Casino Team,

Thank you for reviewing my case.

As requested, I am providing screenshots of the specific promotional emails I received from BetALice:

1. "Cotygodniowy Bonus 50% do 2 250 zł" – received on [data, 30 Dec 2025], sender: email@campaign.BetALice.com. No mention of max10x limit.

2. Personalized "150% Bonus jest Twój!" – received on 30 Dec 2025, sender: email@campaign.BetALice.com. No mention of max10x limit.

In both emails, there is no information about the maximum winnings cap of 10x the bonus amount.

For comparison, the identical promotion from sister casino Slotuna clearly states the limit.

All screenshots attached.

Thank you for your assistance.

Best regards,

Marcin

Dear marcinkw,

Thank you for your cooperation.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Kind regards,

BetAlice Casino

Dear marcinkw,

Thank you for your continued patience while we conducted a thorough investigation into your case.

We are pleased to inform you that, following a review by our management team, we have decided to restore the bonus in question to your account.

Please allow a short amount of time for the arrangment. We will notify you as soon as this is finalized.

Once again, thank you for your patience and cooperation throughout this process.

Kind regards,

BetAlice Casino Team

Thank you for the update BetAlice Casino representative.

Dear marcinkw, let us know if your issue is resolved or if you require any further assistance. Thank you in advance!

Dear Peter,

Thank you for your message.

BetALice informed that they would restore the bonus shortly, but as of February 02, 2026, my account balance has not been updated yet (still ~2600 PLN).

I am waiting for the restoration as promised.

Thank you for your continued assistance.

Best regards,

Marcin

Dear Peter,

Thank you again for your help.

BetALice restored the funds to my account (Real Balance now 12,159 PLN).

However, they applied a rule that "each deposit amount must be fully wagered" before withdrawal.

This means I cannot withdraw the restored amount without additional wagering on all my previous deposits.

Could you please ask BetALice to remove this restriction or clarify why it is being applied after they agreed to restore the bonus?

Screenshots of the current balance and the withdrawal message attached.

Thank you.

Thank you for the update marcinkw.

Dear BetAlice Casino representative, would it be possible to remove the wagering requirement as the player has already passed it before the confiscation of the funds? Thank you in advance for your clarification!

Dear marcinkw,

Please note that, as per the withdrawal procedure and your account level, you can withdraw the restored amount without having to make any further wagers. 

Kind regards,

BetAlice Casino Team

Dear marcinkw,

Please disregard the last correspondence. We will forward your request to withdraw the restored bonus for further clarification and get back to you.

Kind regards,

BetAlice Casino Team

Dear marcinkw,

Thank you for your patience.

According to our relevant department, your withdrawal will be processed as a manual bank transfer. To proceed with this payment, we require your banking details.

You can provide these details via email. At your earliest convenience, please send the following information so we can finalize the transfer:

• Full Name (please provide all names, including middle name)
• Email
• Name of the owner of the bank account
• IBAN
• BIC
• Bank name
• Bank location (country)

Thank you for your cooperation and understanding.

Kind regards,

BetAlice Casino Team

Dear marcinkw,

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.

Subject: Update on complaint – BetALice promised manual bank transfer but no progress

Dear Peter,

Thank you again for your excellent support.

BetALice asked for my banking details for manual transfe. I provided them immediately.

Since then – no further update, no transfer, no communication.

The restored amount (approx. 12,159 PLN) is still on my account but not withdrawable due to the previous "deposit wagering" rule.

Could you please follow up with BetALice and ask for:

- Confirmation when the transfer will be processed,

- Removal of any remaining withdrawal restrictions.

Thank you very much for your help.

Best regards,

Marcin K***

Dear Marcinkw,

We apologize for any inconvenience caused. We have been waiting for your payment details in order to proceed with your transaction; however, we have been unable to locate any email from you containing this information.

Our records show that the last communication received from your side was an email dated 31 December.

Could you please clarify to which address or through which channel you sent the requested details?

Thank you for your cooperation.

Best regards,

BetAlice Casino Team

Dear Peter,

BetALice says they cannot find my banking details email from February 6.

I have resent them with proof attached.

Waiting for their action on the manual transfer.

Thank you.

Dear marcinkw, could you please clarify from what and to which email you have sent the requested proof? I will mark your response as private so no personal information will be visible to the public. Thank you in advance for your cooperation!

Thank you for the clarification marcinkw.

Dear BetAlice Casino representative, please keep us updated about any new developments.

Dear Marcinkw,

Unfortunatly, we are unable to locate the email containing your payment details. Could you please resend that information to us so we can proceed?

We appreciate your assistance.

Best regards,

BetAlice Casino Team

Dear Peter,

BetALice again says they cannot find my banking details .

I have resent them with proof attached.

Waiting for their action on the manual transfer.

Thank you.

Dear Marcinkw,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

BetAlice Casino Team

Dear Marcinkw,

We can confirm that your refund amount has been divided into 6 transactions, with one scheduled each day from today until 25 February.

 

Please note that depending on your payment provider and your bank's internal procedures, it may take three to five business days for the funds to appear in your account.

 

As the payment has now been processed, we consider this case resolved.

 

Thank you for your patience and cooperation throughout this process.

 

Kind regards,

BetAlice Casino Team

Thank you very much for the update BetAlice Casino representative.

Dear marcinkw, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thank you very much, Peter, for your professional help and support throughout the entire case.

BetALice has fully restored the funds – the money is now in my account.

The issue is 100% resolved. I highly recommend Casino.Guru to anyone facing similar problems.

Best regards,  

Marcin

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

Dear marcinkw,

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,

Peter