The player from Germany requested a withdrawal of 500 euros two weeks ago after winning at the 'BetAlice' casino, with additional payments requested soon after. Despite multiple contacts with support, he has not received his winnings and continues to face delays.
BetAlice Casino - Player’s withdrawal is delayed.
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Current status
Waiting for Casino Guru to reply
4d 13h 54m 17s
BetAlice Casino
Safety Index 7.9 Above averageCase summary
Discussion
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3 weeks ago
Translation
Ladies and Gentlemen
- I won with real money at the "BetAlice" casino on June 16, 2026.
- On June 16, 2026, I requested a payment of 500 euros.
- Further payments requested: June 17th and June 22nd, each for 500 euros.
- I have contacted the live chat and support multiple times.
It says: don't worry, your payment is being processed.
Contacts at:
Support: June 24th and 27th / Live chat: June 22nd - 23rd - July 1st
Could you please help me with this?
Thank you very much.
Kavaloa
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3 weeks 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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3 weeks ago
Dear kavaloa,
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 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?
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.
Best regards,
Attila
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3 weeks ago
TranslationDear Attila,
I will gladly answer your questions:
1) Have you ever successfully made a withdrawal?
Answer: No
Could you please confirm that you have passed the KYC verification?
Answer: No, KYC is not currently required.
I already asked about that. But it wasn't required.
Warm regards
Kavaloa
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3 weeks ago
TranslationDear Attila,
I would like to inform you that the casino paid out the withdrawal requests from June 16th, 17th and 22nd (a total of 1,500 euros) on July 4th, 2026.
There is still €5,500 outstanding. I requested a further payment of €500 today, July 5th.
I will keep you informed about further developments.
Warm regards
Kavaloa
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2 weeks ago
Thank you very much for your response. Do you have any updates for us in relation to the withdrawals? Are you still experiencing delays with the payments?
Additionally, could you please attach a screenshot of your pending withdrawal(s)?
I look forward to your reply.
Sensitive attachment
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1 week ago
TranslationHello Attila,
Yes, it will be paid out.
Unfortunately, it's irregular.
See screen 2.
Here you can see that the application was submitted on July 5th and has not been processed.
I requested my payouts on:
500Euro/ June 16th 500Euro/ June 17th 500Euro / 22.06. 500 euros/05.07. 500Euro/07.07 .0:23h
500Euro/08.07. 500 euros / 12.07. 500Euro/13.7. 3:33 p.m
The screenshots for application/payment are attached.
Warm regards
Kavaloa
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1 week ago
TranslationHello Attila, July 19, 2026
for info,
The payouts are in progress.
I will let you know as soon as everything has been paid out.
Withdrawals are only possible in €500 increments (3 x €500 per week).
There is still 3,000 euros outstanding.
Thanks for your help
Warm regards
Kavaloa
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6 days ago
Hello kavaloa,
We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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2 days ago
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, Maria (maria.b@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,
Attila
Casino Guru is examining the case
Maria is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
