BetAlice Casino - Player’s withdrawal limits have been reduced.

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?
• Do you currently have any pending withdrawal requests?
• Could you please clarify the date your withdrawal limits were changed?

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,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I've already received withdrawals in the past, at first when I was at the first level I had problems and had to wait... then recently as I moved up the levels they have always been processed quickly, always prompting the manager.

As for pending requests, I currently have three, the first entered on 12/7, the second on 13/7, the third on 14/7.

As for the limits, I noticed yesterday that they have been lowered and at this rate it will take me months to withdraw all my winnings.

The VIP manager replied to me offering me a "promotion" to reactivate the level... which has very little to do with promotion, I refused and am waiting to see when they will process the withdrawals, as to the reason why they decreased my level generic answers

Thank you for your reply. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I'm getting the usual copy-and-paste responses from support: the withdrawal is being processed and the VIP level is automatically determined by the software. However, I tested it by playing, and the percentage remains at 0%. The VIP manager is sending me more "promotions" to reactivate the level, obviously to encourage me to play, but I've declined. He says the withdrawal processing times for the first level are longer. To date, no payments have been received, and at this rate, it will take me a long time to withdraw everything. I'm counting on your help to speed up the process.

Thank you

I attach other screenshots of the pre-set responses that they give me, level obviously always stuck at 1, even playing, it is clear that they want to leave me there in order to delay the withdrawals that do not arrive

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you 🙏 I look forward to your help as I haven't received any payments to date and I need to collect another €15,000. Let's see how quickly it takes...

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear BetAlice Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I would like to point out that to date I have not yet received any payment for the requested withdrawals.

Dear matteoo,

According to section 6.12 of the Terms and Conditions, VIP status is automatically determined by the system based on your activity during the 90 calendar days prior to submitting a withdrawal request. This calculation takes into account the ratio of deposits to withdrawals as well as accepted bonuses. Please note that if a customer has not placed any active bets for at least one month, their VIP status will automatically be downgraded to the lowest level.

As this process is system-generated, we do not have the ability to manually adjust VIP statuses.

Furthermore, all pending withdrawal requests are currently being reviewed, and we strive to process them as quickly as possible. Should any documents be required to verify your account, you will receive a notification via the system.

Thank you for your patience and understanding.

Best Regards,

Betalice Team

Dear BetAlice, The fact that you can't change your status manually doesn't seem true to me, as it was suggested to me by the VIP manager following some "promotions," and there are screenshots attached to prove it, so you can resolve the situation if you wish. However, I don't care about this level issue; the important thing is that you process withdrawals according to the regulations within fair timeframes and don't keep making excuses to prolong the process. Thank you.

Dear Betalice Team,

I have two questions:

1. What is the exact reason why the player's VIP level was decreased from the 4th to the 1st one? Is it not making bets for one month or the fact that they have requested a withdrawal after making a win, since it affects deposits/withdrawals ratio?
2. You claim that you there is no possibility for you to manually change VIP levels, however, your representative (player's VIP manager) had suggested the "promotion", in which the player must have been wagered/won (I am not sure, the translation is not perfect) 50000 EUR to receive their VIP Level 4 withdrawal limits back for 72 hours. Is this the other automatic feature of the VIP program or is it the manual adjustment?

Dear All,

According to section 6.12 of the Terms and Conditions, VIP status is automatically determined by the system based on your activity during the 90 calendar days prior to submitting a withdrawal request. This calculation takes into account the ratio of deposits to withdrawals as well as accepted bonuses.

The player’s VIP level dropped from level 3 to level 1 based on these criteria, and this process cannot be influenced manually. The VIP manager also cannot manually adjust the VIP level; they only perform calculations to estimate whether the player could regain their level based on current activity. This is merely a recommendation or information for the player and does not oblige them to take any action.

Please also note that the last three withdrawal requests were all processed today.

Should you require any additional information or assistance, we remain at your disposal.

Best regards,

Betalice Team

Ok thanks, now I will request more withdrawals, I hope you don't make me wait another 20 days to process them

Dear matteoo,

We would like to inform you that your most recent withdrawal request was successfully processed today.

Should you submit any further requests, please rest assured that we will do our best to process them within a short timeframe as well.

Thank you for your continued patience and cooperation.

Best Regards,

Betalice Team

Dear matteoo, has there been any further progress with your withdrawals?

Dear matteoo,

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.

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,
Pavel
Casino.Guru

We have reopened this complaint by the request from the player.

Dear BetAlice Casino, the player has informed us that their withdrawal from 22/8 has not yet been received. Can you please double-check?

To date still no payment

Dear matteoo,

We are still investigating the case and will be back with an answer in the nearest time possible.

Your patience and understanding is highly appreciated.

Best regards,

BetAlice casino

Dear matteoo,

Thank you for your message.

We would like to inform you that the withdrawal in question has been successfully processed on 12 September 2025. We sincerely appreciate the patience throughout this matter.

Kind regards,

BetAlice Casino Team

Dear matteoo, please, confirm if you have received the withdrawal!

Yes it has arrived

Dear matteoo,

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,

Pavel Kaczynski

Casino.Guru