The player from Norway had requested a withdrawal two weeks ago but had not yet received the funds. Every inquiry made through live chat yielded the same response. The player confirmed that he had passed KYC verification, had no active bonus, and had not made any successful withdrawals before. Despite requests for communication and evidence of the pending withdrawal, the player failed to respond to the Complaints Team's inquiries. Consequently, the complaint was closed due to lack of cooperation, with the option to reopen if the player resumed contact.
BetAlice Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: 5,000 kr
BetAlice Casino
Safety Index 7.9 Above averageCase summary
Discussion
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1 month ago
it has been 2 weeks since i asked for a withdrawal and i still havent recived my money, if i ask live chat then They will just say the same.
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1 month 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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1 month 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 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 to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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1 month ago
— i have not had any sucsessfull withdrawal, this is my first time.
- i have passed the VYC confirmation
- i got my winnings withouth a bonus
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1 month ago
Thank you for your reply. Could you please forward your communication with the casino in relation to this issue as well as a screenshot of your pending withdrawal? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
Thank you for your patience and cooperation.
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1 month ago
Dear Dan.p10,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
