The player from Germany had difficulty withdrawing his winnings of €1,800 from BetAlice Casino after successfully completing the first €500 withdrawal. The second withdrawal required verification of his payment method, Jeton, but the casino repeatedly rejected the proof of account activity he submitted, without clear explanations. He expressed frustration over communication issues with the casino. After extensive communication and document submission, including a PayPal transaction history, his account was finally verified, and he received his first payout. The player confirmed receiving the final payment, resolving the issue satisfactorily.
BetAlice Casino - Player's withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €1,300
BetAlice Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
Hello
You helped me with a problem some time ago, I hope you can do it again.
I won about €1,800 at BetAlice Casino. The first withdrawal of €500 worked without any problems.
Verification was required for the second withdrawal. This worked without any problems except for the verification of the payment method.
I pay with Jeton and have made a deposit and received a withdrawal at the casino.
The casino requested proof of my account activity from February.
I uploaded it in various versions, but none were accepted. I never received a message explaining why it was rejected.
In the chat I was told the same thing over and over again: submit proof in February.
I've reached my limits and unfortunately can't go any further.
I am attaching the document that I uploaded to BetAlice.
1. The itemized proof of my deposit at BetAlice on 28.02.2025 (BetAlice deposit)
2. My original Jeton account statement (balance statement). Unfortunately, there's no payment ID listed anywhere. But I can't get it from Jeton any other way.
3. A PDF of my bank statement that I created from screenshots of the individual pages. (Bank statement). Everything can be seen there.
Maybe it's simply a communication problem between BetAlice and me. They just don't tell me exactly what they expect from me, and I don't speak English very well.
It's a shame, because I like the casino and would like to continue playing there. However, only after my account has been fully verified.
Thank you in advance for your effort and I hope you can help me.
Kind regards, Jörg Ma*****
Edited by a Casino Guru admin
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8 months ago
Hello Chemiker,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetAlice Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Did the casino specify the exact reason of rejecting your document?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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8 months ago
Translation
Hello
First of all, thank you for your help.
1. Verification has been running since March 10. Since then, I have sent a version of my bank statements every three days.
Whether PDF or screenshots, everything was rejected.
2.There was no specific rejection, the documents were deleted without explanation.
When asked, the same thing was said every time.
I have to provide a bank statement from February.
3.The last contact in the chat was 2 days ago.
I could send you the minutes by email
Kind regards
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8 months ago
Hello Chemiker,
Please forward the communication between you and the casino related to the verification to [email protected] for further review.
Awaiting your response.
Regards,
Nick
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8 months ago
Translation
Hello
Unfortunately, I don't have an email with the last chat history.
I was actually sure that I had requested it.
Sorry.
Should I contact BetAlice again via chat?
Or does that not make sense since the complaint is about you?
Kind regards
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8 months ago
Hello Chemiker,
It is not necessary to forward the live chat as I though the communication is via e-mail support - mostly the verification runs through that as it is more reliable than live chat.
However, as advised previously, verification may take up to 14 days so I would recommend to wait only for now and provide all the requested documents even if they ask them multiple times.
Let us know in case of any update.
Regards,
Nick
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8 months ago
Translation
Hello
My communication was exclusively via chat.
There was no email contact at all.
So you recommend uploading my documents again?
As I said, I have done this countless times, in different variations.
You can only upload one file at a time.
Have you had any contact with BetAlice that I can rely on?
Kind regards
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8 months ago
Translation
Hello.
I tried to verify myself twice more, unfortunately without success. I have emailed you the chat transcripts.
I hope you can help me somehow, I'm reaching my limits.
Kind regards
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8 months ago
Thank you Chemiker for all the information provided. I will now forward your complaint to my colleague Katka ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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8 months ago
Dear Chemiker,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite BetAlice Casino representative to join this conversation.
Dear BetAlice Casino, could you please provide more information about this case?
Looking forward to your reply.
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8 months ago
Translation
Thank you, I hope we can find a solution.
I think that's a real shame. I actually like the casino and would like to continue playing there.
However, of course, after successful verification.
If you need anything else from me, please let me know.
Kind regards
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8 months ago
Dear all
Thank you for your patience.
Kindly be informed that customer gaming account is still under verification and we are still awaiting for the customer to present us with : TRX from February of the payment method used for top-up: 300 euro (28/02/2025 PayPal), 500 euro 24/02/2025 & 608 euro 26/02/2025
Kindly note that we are asking for the top up of PayPal, and customer provides the one from Jeton .
We hope this clarify the situation for you
Best Regards
BetAlice Team
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8 months ago
Translation
Thanks for your answer
I don't understand your information; you've been giving me this answer for weeks.
I have only made 2 transactions at the casino so far.
Deposit on 28.02.2025 with Jeton 500€
Payout on 09.03.2025 with token 500€
There are no more transactions. I have NOT deposited €608 or €300.
A PayPal deposit in the casino is not possible at all; the casino does not even offer this payment method.
I would be happy to provide you with a screenshot of my BetAlice player account, where the transactions are listed.
I don't understand why I should provide proof of deposits that I never made.
Kind regards
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8 months ago
Dear Chemiker,
Thank you for your prompt response. To further assist with this matter, could you please send the aforementioned screenshot to [email protected]?
Dear BetAlice Casino,
In order to proceed with the investigation, could you please provide a screenshot confirming the deposits made from different payment methods? Please send this information to [email protected].
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8 months ago
Dear all
Thank you for your patience.
Please note that we take money laundering very seriously
Kindly be informed that the customer used to top-up Paypal account to his Jeton before making deposit to the website , therefor we would need PayPal transaction history in order to verify his gaming account.
Please note that we take money laundering very seriously therefor in order for us to verify customer gaming account we need the following : TRX from February of the payment method used for top-up: 300 euro (28/02/2025 PayPal), 500 euro 24/02/2025 & 608 euro 26/02/2025
We hope this clarify the situation for you .
Best Regards
BetAlice Team
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8 months ago
Translation
Hello
Although I find it outrageous that you are demanding proof of transactions on my private account, I have uploaded the requested files.
I have NEVER had to publish private transactions in a casino!
I also don't understand why I should provide you with evidence of three transactions even though I only deposited money with you once!!
For me, this is a violation of data protection.
I have uploaded screenshots of the three payments for you.
If that is still not sufficient, please tell me in DETAIL what exactly you need.
I find your business practices very strange.
Best regards
Edited
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8 months ago
Translation
Hello
They asked me to upload a statement from my PayPal account from February to my player account.
I don't understand how such private information is relevant to you. I also don't think you have the right to request such a thing.
Contrary to my belief, I have uploaded the original bank statement to you. I don't know what you're trying to do with it, but I have nothing to hide.
Please let me know if this is sufficient now.
I have never encountered such a strange form of verification at any casino before.
I hope you now have everything you need, but I suspect that you will ask me for something new again.
I find all of this very annoying and frustrating; I actually enjoyed playing at your casino.
Kind regards
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8 months ago
Dear Chemiker,
Thank you for your message and email.
I understand that the requested information and documentation may seem unusual. However, as the casino indicated in its previous response, these requests are part of the due diligence process to prevent money laundering. Providing bank or PayPal statements is a standard procedure when there is a potential risk of illegal activity. Therefore, I recommend complying with the casino's request and providing the PayPal statement as soon as possible.
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8 months ago
Dear Chemiker
Thank you for your patience.
We are happy to inform you that your paypal TRX has been approved , we would kindly ask you to login into your gaming account without using VPN in order for us to finish verification of your gaming account.
Best Regards
BetAlice Team
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8 months ago
Translation
OK. Then I thank you and am glad that it had a conciliatory ending.
I registered at the casino and also logged in via chat.
The verification is not yet complete.
Kind regards
Edited
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8 months ago
Translation
Hello
I wanted to give another update.
I have another email from " " in which I was asked to log in to the live chat to verify my IP address.
I tried that twice without success. The chat employees were nice but couldn't help me.
I also provided the email with the request in the chat, but there was no result.
The chat wanted to "forward" it.
I am happy to provide the chat logs.
Maybe BetAlice can tell me what to do now?
Best regards
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7 months ago
Dear Chemiker,
thank you for the update.
Dear BetAlice Casino,
Could you please provide a more detailed explanation of the current requirements for Chemiker and outline the precise steps necessary to fulfill your request?
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7 months ago
Translation
Hello
The verification finally worked and yesterday I received my first payout.
I would like to thank Casino Guru for the referral.
Kind regards
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7 months ago
Dear Chemiker,
thank you for the update. Do I understand correctly that you have received your full disputed amount, please?
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7 months ago
Translation
Not everything yet.
I have received the first installment.
But since the account is now verified, I assume the rest will work too.
Thank you again for your help, great.
Kind regards
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7 months ago
Dear Chemiker,
Regarding your pending withdrawals, I can keep this case open until you confirm receipt of all funds. Alternatively, if you prefer to close this case now, I can also accommodate that request. Please advise how you would like to proceed.
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7 months ago
Translation
We can still wait until the payout is fully completed.
You are right.
Kind regards
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7 months ago
Dear Chemiker,
thank you for your response.
I will now await any update regarding your pending withdrawal.
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7 months ago
Dear Chemiker,
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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7 months ago
Translation
Hello
Today I received the final payment, so the matter is settled.
I would like to thank the Casino Guru team again for their support.
Kind regards
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7 months ago
Dear Chemiker,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina
Casino.Guru
