The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player initially faced delays with multiple withdrawal requests totaling €4,000, expressing frustration over the lack of timely payments. After intervention by the Complaints Team and communication with the casino, all funds were successfully paid out, and the complaint was marked as resolved. The player confirmed that all withdrawals had been received, concluding the matter satisfactorily.
BetAlice Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €7,000
BetAlice Casino
Safety Index 8.0 HighCase summary
Discussion
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1 year ago
Translation
The casino is violating its terms and conditions. They're tricking you into believing that withdrawals will be processed within three days (which is ridiculously long these days).
Unfortunately, I've been waiting for my money for five business days now (I've already spent countless hours chatting with the completely incompetent chat). Nothing happens. Then they babble about delays, etc. Every now and then, they tell me it's in the final phase and the payout has practically already been made, which is simply a blatant lie.
This casino is obviously nothing but lies and fraud. They keep you waiting for days. Every time you chat, you're assured that a notification will be sent to the finance department to finalize the payout. By now, the so-called finance department could probably be plastered all over their walls with messages about prioritizing payouts. This casino is truly a disgrace.
Currently, there's only a 1,500 z0ue withdrawal balance, but I still have another 5,500€ to withdraw. If things continue like this, I'll probably have to wait years for it all to be paid out.
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1 year ago
Dear kroemer1312,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 year ago
Dear kroemer1312,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 year ago
TranslationYes, after an eternity of waiting, it was paid out. Now I'm still missing another €5,500. So I'm waiting for days again for a payout of €500. It will take several more weeks until everything is paid out.
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1 year ago
Dear kroemer1312, thank you for the update.
Could you please let us know how much you have received in total so far?
Do you currently have any pending withdrawals in your account? If so, could you please send us a screenshot of your withdrawal section showing the amounts and their current status?
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1 year ago
TranslationI've received €1,500 so far. On May 8, I applied for another €500 payout, and in the last few days I've submitted two more applications for €500 each. Not even the ones from May 8 have been paid out.
Once the 3x 500 are paid out, there is still 4000€ left
Copies are attached.
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1 year ago
TranslationAnd I've probably received 50 of these emails. Always the same stupid excuses. Nothing happens. It's incredibly annoying!
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1 year ago
Dear kroemer1312, could you please confirm whether you have received any other withdrawals since then— for example, the one you requested on May 8th?
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1 year ago
TranslationNo, I haven't received it yet. And it's just getting annoying, the same stupid excuses, etc. I feel sick thinking that I still have another €4,000 to withdraw from betalice. If things keep going at this rate, it'll take until Christmas before I get paid out in full, and that can't be right!
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1 year ago
Thank you very much, kroemer1312, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hello, kroemer1312!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!
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1 year ago
Dear all,
We appreciate your patience in this matter.
Kindly note we are working on the request with high priority.
We truly sorry for the delay.
Best regards,
BetAlice team
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1 year ago
TranslationI've been hearing this since May 8th. You guys can't be serious! This isn't serious! I also want my remaining balance, and I'm not prepared to wait weeks for it again. I expect my next withdrawals to be processed and transferred immediately. After all this waiting, that's the least you can do!
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1 year ago
TranslationSo, the 1,500 I applied for is now here. I'll submit further applications and hope that I don't have to wait weeks again, but that all my subsequent applications will be processed promptly and my winnings paid out. Thank you.
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1 year ago
Dear all,
Kindly note customer's withdrawal requests were successfully completed from our side.
We truly appreciate your patience and understanding in this matter.
Best regards,
BetAlice team
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1 year ago
TranslationDon't sneak off again. There's still €4,000 outstanding for payment. I hope it's processed quickly. Thanks.
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1 year ago
kroemer1312, it seems that casino is on their way to successfully pay out all your funds. I suggest we wait a week more and then see if they arrive.
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1 year ago
TranslationYes, that's how I see it, too. I'll continue to request my withdrawals, and then we'll see if they're paid out on time.
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1 year ago
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Just as a precaution, here are my three most recent applications so that we can all see together whether payments will be made on time.
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1 year ago
TranslationSo today is business day three, and as we can see, my payouts aren't being paid out on time, as always. It's a damn nuisance! It's all very dubious!!!
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1 year ago
Dear all,
We are sorry for the waiting.
Please be informed withdrawal requests made on 22.05.2025; 23.05.2025 and 24.05.2025 were successfully completed from our side on 28.05.2025.
We appreciate your patience in this matter.
King regards,
BetAlice team
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1 year ago
TranslationYes, thank you very much. Now three more are coming and we're friends again. It's a shame it only started after I had to complain here.
Kind regards
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1 year ago
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Now we just need the last two, and then everything will be fine. I expect this money to arrive on time, too. Thank you for the good communication here!
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1 year ago
Wonderful, it seems like you are going to receive all you funds soon! Please, let us know when final withdrawal arrive!
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1 year ago
TranslationThe last 500€ are still missing, but I think it will be there soon.
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1 year ago
TranslationGuys, I'm still missing the €500. Everything's been going well up until this point. Why am I not getting my money again? I expect it immediately. Thanks.
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1 year ago
TranslationSo it would be nice if it was paid out early.
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1 year ago
TranslationWell, everything's paid off. Thanks to everyone involved. Best regards.
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1 year ago
Dear kroemer1312,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Pavel Kaczynski
Casino.Guru
