BetAlice Casino - Player’s withdrawal is delayed.

Good day,

I am writing to register my complaints about betalice. I have pending withdrawals totalling $1001 ($700 & $301) since the 28th and 29th of April 2026 which is over two weeks currently. I sent messages multiple times to the customer service representative about this issue, I feel they are not really helpful to rectify this and I feel very disappointed in the service rendered. I told them about their company withdrawal terms and conditions which states 3-5 business days to process, and approve all withdrawal requests. Over the past 14 days, I have been frustrated and helpless. I uploaded two documents showing the withdrawal requests date, amount and transactions. 

Kindly assist in accelerating this request 🙏. 

Regards 

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Dear Davoscopic,

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 from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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,

Tomas

I joined the platform few days before the issue began. I deposited $1000, which was my first deposit using the casino, I tried to bet on Live Tennis and noticed my max stake was aroound $1-$8 no matter the game odds. I asked if there was an opportunity to increase my stake limit which was rejected. I was also told I needed to stake the whole deposit to be able to withdraw.. i managed to use the whole money, and requested for withdrawal (my first withdrawal made and not accumulated winning bonus).

I also asked them during one of my complaints to the customer service if I needed to do a verification to hasten my withdrawal and I was told it wasn't needed. I meant if they needed it, it should have been requested for during over two weeks of waiting for withdrawal approval.

Thanks for the explanation of the situation.

• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your cooperation.

This are few of the same chats I communicated with them via live chat. The same response everytime for weeks.

Dear Davoscopic,

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, Lucia (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,

Tomas

Hello Davoscopic,

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

Dear Player,

Thank you for contacting us.

Regarding account status, it has been closed in accordance with the administration's decision based on Section 9 of the terms and conditions:

9.3 We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

- permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

With regard to your withdrawals on 29 and 30 April, we can confirm that they were successfully completed on 22 May. Currently, there is no remaining balance to be processed.

We hope this helps clarify the matter for you.

Kind regards,

BetAlice Team

Dear Davoscopic,

Thank you for reaching out to Casino Guru.

I understand how frustrating it can be to encounter an issue related to sports betting. However, based on the casino's statement that your account activity breached their terms and conditions, and considering that we do not handle sports betting complaints as part of our dispute resolution service, we must unfortunately reject this complaint.

To ensure you still have avenues available to pursue the matter, I would like to direct you to several websites that specialize in sports betting disputes and may be able to assist you further:

• https://www.safebettingsites.com/complaints/
• https://www.bookmakersreview.com/sportsbook-complaint/
• https://www.bookmakers.bet/submit-a-complaint/
• https://www.askgamblers.com/submit-complaint

I hope these resources help you resolve the issue efficiently and obtain further guidance regarding your case.

Thank you for your understanding, and I wish you the best of luck in resolving this matter.

Best regards,

Lucia Stan