The player from Germany had a significant withdrawal of €21,600 pending after successfully withdrawing €1,600. He had uploaded various verification documents but then faced repeated requests for verification without the means to upload the required files. Concerns arose from numerous complaints about the casino's practices, leading to fears of potentially losing his winnings. The issue was resolved as the player successfully verified his account and began receiving his payouts, prompting him to mark the complaint as resolved.
BetAlice Casino - Player's withdrawal is delayed due to repeated verification requests.
Resolved
Our verdict
Case closed
Amount: €20,000
BetAlice Casino
Safety Index 8.0 HighCase summary
Discussion
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10 months ago
Translation
Good day
I have won a large amount that is to be paid out (€21,600), after I also invested a lot - the deposit was made via instant bank transfer and credit card
The first two payouts of €800 each have been made.
Now I have further withdrawals of 3x €1,000 pending, leaving me with €17,000 left in my account.
I should now verify myself and have uploaded all data:
- ID
- credit card
- invoice for identification
- Last month's bank statement (I didn't have to do this at any other casino - it's very questionable why my private payments have to be viewed here)
After a short time, the requirements were gone - but now I have to verify myself again.
However, there are no upload fields etc. So I can't upload anything - unfortunately, the screenshot cannot be attached here
After asking several times in chat and by email, I was told to verify myself again because they don't have any Darwn.
After reading several times on the Internet that there are numerous complaints about the casino, I am quite afraid of getting my money
Can you help?
Thank you
Automatic translation:
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10 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation:
- Has the customer support suggested any alternative ways to upload your documents, since it’s not possible for you to do so directly in the casino account?
- Have you tried clearing your cookies and cache, deleting your browser history, or using a different browser or device to access your casino profile and check if you can submit your documents that way?
- Could you please send me a screenshot or a video of the error you encounter when trying to upload your documents?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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10 months ago
TranslationGood day,
I have already asked several times (chat and email).
I'm told something different every time. One is that I have to upload everything again (not possible, see screenshot), and the other is that it's still being reviewed, even though it was initially under review and then everything disappeared.
I also offered to send the documents again by email, but there was no response.
I have already tried this on several devices and browsers.
If you need anything else, please let me know
Automatic translation:
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10 months ago
TranslationHello
Suddenly everything works and the payouts are made
Thanks for the support anyway - should problems arise again
I'll be happy to get in touch again
Automatic translation:
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10 months ago
Thank you for your responses. I'm glad to hear that your account has been verified and you're now receiving your winnings. Can we consider your complaint resolved, or do you wish to keep it open until you receive your payments? Kindly let me know.
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9 months ago
Dear Raketenmike,
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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9 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Raketenmike,
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
