BetAlice Casino - Player’s winnings haven’t been received yet.

I have a total of 3,500 euros in winnings to collect.

As you know, you can only request 500 euros every 24 hours and you can't have more than three requests active at the same time.

• so on 11/19 I requested 500 euros
• another 500 euros on the 23rd
• and on the 24th another 500 euros.

It's been much longer than they claim (3 to 5 days) and I still haven't seen a cent.

So I can't even proceed with the further request for the remaining 2000

Every day they tell me that my requests are in a queue at the finance office and that they are experiencing a "slight" delay.

The card they have to pay the funds to is the same one I've been using for a long time for both deposits and withdrawals.

Honestly, they've always paid me, but this time I've been waiting since November 19th.

I think something strange is going on because even this morning I had almost 200 people ahead of me in the chat. I tried to rejoin the chat as soon as my conversation ended, and there were again over 200 people waiting.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear NanoNano,

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

Good morning, this morning after almost 2 weeks they completed one of the 3 pending requests.

in the list we had 19/11 then 23 and 24/11

Strangely enough they skipped the one on the 19th and paid for the one on the 23rd.

Since a spot became available (more than 3 requests on the list are not allowed) I finally added a new request... I still have 3 more to do... at this rate we'll never finish

Let's hope the situation is resolved. We'll see what they do tomorrow.

Theoretically they should pay the request of the 19th... or the one of the 24th

See you soon for further updates

Good morning, I wanted to give you a good update.

This morning, two disbursements were made: the one on November 19th and the one on November 24th.

All we can do is cross our fingers and hope that there aren't any more delays with the additional requests (€2,000) that I'm queueing up day after day.

Thank you

Dear NanoNano,

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.

Hi! I posted further updates both yesterday and this morning.

You can see them on my complaint page

Thank you

As of today, the requests for which I opened the ticket have been processed. I now have the new ones, but I think the problem is solved (if there are no other issues).

Thank you

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

Dear NanoNano,

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,

Attila