The player from Germany faced delays in receiving her three withdrawal requests, made two weeks prior, which remained in processing despite her account being fully verified. She received only vague responses from support with no clear timeline for the payouts. The issue was resolved, and the player confirmed that her complaint was marked as resolved in the system. The Complaints Team provided assistance in addressing her concerns, leading to a satisfactory outcome.
BetAlice Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
BetAlice Casino
Safety Index:HighCase summary
Discussion
Public
Public
7 months ago
Translation
Dear Casino Guru team,
On July 4, 2025, I requested my first withdrawal, followed by two more, each of €500, on July 5, 2025, and July 6, 2025. According to the casino's information, which you can read yourself, this initial withdrawal phase takes three business days. To date, all three withdrawal requests are in the same processing mode. The account has been fully verified. Live chat and support always offer only excuses with various explanations as to why the issue is, but no precise statement as to when the payout will arrive. It's already been 14 days, and unfortunately, the payout is still pending.
Can you please help me process the payout as quickly as possible.
With kind regards, [username hidden by Casino Guru]
Edited by a Casino Guru admin
Automatic translation:
Public
Public
6 months ago
Hello,
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 understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Sensitive attachment
Sensitive attachment
6 months ago
Translation
Dear Veronika,
Thank you for your help, I'm happy to answer your questions.
I had never had a successful withdrawal before.
According to my account details, I do not need to complete any verification, see image attached.
I look forward to your reply
LG
Automatic translation:
Public
Public
6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Haeschen1217,
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,
Veronika
