The player from Germany requested a withdrawal of €1,500 made two weeks ago but had not received any funds. He experienced unhelpful responses from live support despite being a verified player. The issue was resolved when the player confirmed that he had received his payout. The complaint was marked as resolved by the Complaints Team following the player's confirmation.
BetAlice Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €6,500
BetAlice Casino
Safety Index 8.0 HighCase summary
Discussion
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4 months ago
Translation
Dear Team
I made a withdrawal of €500 on February 23rd, and another €500 on each of the following two days. So, there is €1,500 in the withdrawal and €5,000 still in my account.
To this day I have not received a single euro and in live support I am only given the runaround and the same answers about how the money will come, etc.
I have played and won at this casino before and should be verified.
Automatic translation:
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4 months ago
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.
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4 months ago
Dear Const98,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand the situation.
- Have you made any successful withdrawals before? If so, how long did it take for your winnings to be processed and paid out?
- Could you please confirm that you have passed the KYC verification? Have you been requested to submit any additional documents recently?
- Have you accumulated your winnings with or without an active bonus? What types of games did you play?
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,
Veronika
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4 months ago
TranslationI actually received my payout this evening, so my complaint is resolved. Thank you anyway for your service.
Automatic translation:
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3 months ago
Dear Const98,
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,
Veronika
Casino.Guru
