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

Subject:

Breach of Terms – Withdrawal delay for 1,000 € (Total balance 3,000 €)

Dear Casino Guru Team,

I am filing a formal complaint against BetAlice Casino for failing to adhere to their own withdrawal timeframes and delaying my total winnings of 3,000 EUR.

Financial Details:

1st Withdrawal: 500.00 EUR (requested Jan 30, 2026)

2nd Withdrawal: 500.00 EUR (requested Jan 31, 2026)

Remaining Balance: 2,000.00 EUR

Daily Limit: 500.00 EUR

Issue Description:

According to BetAlice Casino’s terms, withdrawals are processed within a maximum of 3 business days. As of today, this period has been exceeded for both pending requests.

Every time I contact Live Support, I receive the same excuses. They apologize and promise that they will "take care of it immediately," yet no progress is made. Since I have a significant balance remaining, the daily withdrawal limit of 500 EUR means I am forced to wait many days to clear my balance. The current delay of the first two installments suggests a tactical move to stall the entire payout process.

Desired outcome:

The immediate approval of the two pending 500 EUR withdrawals and a guarantee that the remaining 2,000 EUR will be processed daily as per their limits without further delays.

Best regards,

R0UNDER

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 R0UNDER,

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

Dear R0UNDER,

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.

Nothing has changed. The payments are still pending. 

Dear R0UNDER, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Dear Karla,

Thank you for your assistance. I have updated the information based on your questions and the current state of my account:

Successful withdrawals: No, I am still waiting for my first successful payout from this casino.

KYC Verification: My account does not require verification at this stage, as explicitly stated in my account settings: "It looks like your account does not require verification. Enjoy our games!" (See screenshot: BetAlice_Verification).

Active Bonus: I played with a First Deposit Bonus. I have already fully completed the wagering requirements, and the funds were successfully released to my real money balance (See screenshot: BetAlice_Bonus_History).

Games played: I played Slots only.

Cancellation of the 3rd withdrawal: To be fully transparent, the withdrawal from February 1st (500 EUR) shown as "Cancelled" in my history was cancelled by me. I continued playing with those funds and subsequently increased my balance to the current 2,000.08 EUR.

Current Status: As of now, I have two active withdrawal requests of 500 EUR each (from Jan 30th and Jan 31st) which have been pending for 18 days. The remaining 2,000.08 EUR is currently sitting in my real balance (See screenshot: BetAlice_Balances).

I have followed all rules, and since my account is verified and the bonus is cleared, there is no reason for this delay. I have also sent all relevant screenshots to your email (karla.m@casino.guru).

Best regards, R0UNDER

Dear R0UNDER,

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, Lucka, lucia.s@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,

Karla Mayfly

Hello R0UNDER,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BetAlice Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

URGENT UPDATE: BetAlice Casino has now blocked all further withdrawals

Dear Casino Guru Team,

I must provide an urgent update regarding my case against BetAlice Casino. The situation has escalated further as the casino has now actively restricted my ability to request any more withdrawals.

New Developments:

Withdrawals Blocked: When I attempt to withdraw my remaining balance, I now receive a notification stating: "Withdrawals blocked - Withdrawals are restricted by the operator" (See attached screenshot: BetAlice_Withdrawals blocked).

Previous Limits: Previously, the system allowed up to three active withdrawal requests at a time. Now, even though I only have two pending requests, I am blocked from submitting any further ones.

Ongoing Delays: My two requests from January 30th and January 31st (500 EUR each) are still stuck in the "Under review" phase after 22 days.

Current Balance: My real money balance of 2,000.08 EUR remains trapped in the account.

It appears the casino is not only delaying my existing requests but is now systematically preventing me from withdrawing the rest of my legitimate winnings. This is happening despite my account showing that no verification is required and my bonus being fully "Released".

I have attached the screenshot of the block for review. I hope this helps in your communication with the casino.

Best regards, R0UNDER

Dear R0UNDER,

Thank you for reaching out.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

BetAlice team.

Dear BetAlice Casino Team,

Thank you for the information. We will await further updates. Kindly expedite the process at your earliest convenience.

Update regarding KYC, parallel AskGamblers complaint, and demand for full payout

Dear Lucia and BetAlice Team,

I would like to provide an important update and a clear demand regarding my case:

AskGamblers Complaint: I have also filed a formal complaint on the AskGamblers platform to ensure maximum transparency. I want to make sure both portals are aware of the current developments.

Sudden KYC Request: Although my account previously stated that no verification was required (see my previous screenshots), the casino has now used the AskGamblers thread to request a full KYC verification.

Documents Uploaded: I have just uploaded all requested documents to the BetAlice website.

Demand for Full Payout: After 22 days of waiting and the recent "Withdrawal Block" on my account, I no longer accept the daily limit restrictions. I expect the casino to process the full amount of 3,000.08 EUR immediately as a sign of good faith once the KYC is confirmed. This includes the two pending requests of 500 EUR each and the remaining balance of 2,000.08 EUR.

Since the BetAlice representative stated here 16 hours ago that they are "reviewing the case," and I have now complied with their sudden KYC request, I expect an immediate verification.

It is unacceptable that my funds are being withheld for nearly a month. I request that the "Withdrawal Block" be removed instantly and all my winnings be paid out without further delay.

Best regards, R0UNDER

I would like to provide a crucial update regarding my account and verification status:

Inconsistent Verification: After uploading my documents as requested on AskGamblers, my account now says 'It looks like your account does not require verification' again. BetAlice has not sent me any information regarding this.

Withdrawal Block: The 'Withdrawals restricted by operator' block has been lifted from my account, but I have not received any explanation or notification regarding why it was placed or removed.

Current Requests: I have now submitted a third withdrawal request. There are now three active requests totaling 1,500 EUR (from Jan 30, Jan 31, and Feb 26).

Pending Status: Despite the account showing that no verification is needed, my first two withdrawals are still "Processing" after 27 days.

Since the casino previously claimed that verification was the only thing holding up the process, and their system now states no verification is required, there is no longer any valid reason for delay. I expect all pending withdrawals (1,500 EUR) and the remaining balance (1,500.08 EUR) to be processed immediately.

Dear R0UNDER,

Thank you for the patience.

We kindly inform you that the relevant department inform us that your account is verified .

Moreover,he appropriate department has been notified and is actively addressing the matter regarding your pending withdrawals.

We would like to assure you that we will notify you promptly once there is an update.

Kind regards,

BetAlice team.

Dear BetAlice Casino representative,

thank you very much for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until R0UNDER confirms his withdrawals have been paid out.

Dear R0UNDER,

Thank you for the patience.

We kindly inform you that after checking with the relevant department they inform us that your account is now verified. Your withdrawals will be proceeded soon.

Kind regards,

BetAlice team.

Dear R0UNDER

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.

Dear R0UNDER,

Thank you for the patience.

We kindly inform you that your withdrawals is successfully completed.

Kind regards,

BetAlice team.

Dear Lucia and Casino Guru Team,

I am happy to confirm that I have finally received my full winnings of 3,000 EUR. The payments were made in the following installments: 500 EUR on Saturday, 500 EUR on Sunday, 500 EUR on Monday, and the final 1,500 EUR (3x 500 EUR) yesterday.

However, I want to put on record that as soon as the payments were initiated, the casino restricted my account from all bonuses. I am even blocked from using my earned points in their shop. It is clear that after I insisted on my rightful payout through this platform, the casino decided to 'punish' me by excluding me from all rewards.

Thank you, Lucia, for your mediation. Without the pressure from Casino Guru, I don't think I would have seen my money. The case can be marked as resolved, but my experience with this casino's professional conduct remains very negative.

Best regards, R0UNDER

Dear R0UNDER,

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,

Lucia S

Casino.Guru