The player from Germany had requested a withdrawal two weeks ago, but his payment remained unprocessed with standard responses from support regarding additional security checks and high request volumes. The issue was resolved after the player confirmed that the complaint had been addressed to his satisfaction. The resolution was acknowledged and the complaint was marked as resolved in the system. The player was encouraged to contact the Complaint Resolution Center for any future issues.
BetAlice Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €500
BetAlice Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
Today marks 14 days and my payment request has not been processed. Both the live chat support and the email support only give standard answers, such as additional security checks or excessive volume of requests.
Automatic translation:
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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 Moe143,
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 your situation.
- 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?
- What types of games did you play to accumulate your winnings?
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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3 weeks ago
Translation- Yes, I have made several withdrawals at BetAlice and everything always went smoothly and within the specified timeframe, even with larger amounts.
-According to the operator, a KYC check is not required; however, I cannot carry it out voluntarily.
-I achieved the winnings without an active bonus
-I mainly play slot machines from Hacksaw or Gamomat
Automatic translation:
Sensitive attachment
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3 weeks ago
TranslationThere are currently 2 outstanding payouts; the second was requested on February 24th.
I had three open withdrawal requests totaling €1500, but I cancelled €500 of them to avoid any accusations that my account was inactive. It seems to me that the casino is deliberately delaying the cancellation of all withdrawals. Furthermore, there is currently no information about which company this casino belongs to, as NovaForge LTD no longer operates BetAlice. And the Anjouan Gaming website no longer lists a valid license for BetAlice in its license register.
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Moe143,
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
