BetAlice Casino - Player's withdrawals are delayed and account handling questioned.

I am submitting a formal complaint regarding the handling of my BetAlice account and ongoing withdrawal delays.

My account balance reached approximately AUD $80,271. Prior to the current dispute, I successfully withdrew AUD $1,600 on 17 May 2026 and AUD $1,600 on 18 May 2026, both of which were paid within approximately 48–72 hours.

The following withdrawals remain outstanding:

19 May 2026 – AUD $1,600

20 May 2026 – AUD $1,600

21 May 2026 – AUD $800

Total outstanding: AUD $4,000.

These withdrawals have now been pending for over three weeks and are approaching four weeks.

Throughout this period, BetAlice representatives have repeatedly confirmed that:

The withdrawals exist and remain valid.

My account is in good standing.

No additional verification is required.

No further documents are required.

No action is required from me.

The withdrawals are under review and actively queued for processing.

The matter has been escalated internally multiple times.

Despite these assurances, no withdrawals have been paid, no payment date has been provided and no meaningful explanation for the delay has been given.

During this process, an active bonus appeared on my account which I did not request, activate or deposit to receive. Live chat advised that the bonus did not affect withdrawals. Later, VIP Manager Rupert advised that he had removed the bonus so that withdrawals could proceed normally. No explanation has been provided for this contradiction.

My VIP status was also reduced from Level 5 to Level 2 and then to Level 1 during the withdrawal process despite no further gambling activity, deposits, bonus use or promotional participation. I was advised that VIP levels are automated, but no satisfactory explanation has been provided regarding these downgrades or whether they affected withdrawal limits or processing times.

Over the course of the delay, multiple representatives including Rupert, Yolanda, Kasandra and various live chat agents advised that the matter had been escalated, was in the final stages of review, had been escalated to finance, or had been forwarded to the relevant department. Despite these statements, no payment date, approval date or clear resolution plan has been provided.

I also received multiple promotional emails encouraging further gambling activity, including cashback offers, VIP Safety Nets and free spins, while my withdrawals remained unresolved. I did not participate in any of these promotions.

My complaint is not simply that the withdrawals remain unpaid. My concern is that BetAlice has repeatedly confirmed that there are no issues with my account, verification or documentation, yet after almost four weeks there has been no meaningful progress, no clear explanation and no timetable for payment.

In addition to the AUD $4,000 currently pending, approximately AUD $80,000 remains in the account. Given the delays already experienced, I am concerned about how future withdrawals will be handled and whether similar delays will occur.

I respectfully request:

An independent review of the handling of my withdrawal requests.

Clarification of the reasons for the prolonged delays.

Review of the communications provided by BetAlice representatives.

Assistance obtaining a clear timetable for payment and future withdrawals.

Confirmation of any further dispute resolution options available.

I can provide supporting evidence including withdrawal screenshots, account screenshots, emails, WhatsApp messages, live chat records, promotional emails and a full chronology of events.

Kind regards,

Karina ****

PS I have loads of pictures showing all the above I can email them all

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetAlice Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did you achieve your current balance with the help of a bonus?
• Could you please specify when you completed verification in the casino and which documents you were asked to provide altogether?
• Have you made any previous successful payouts from this casino?
• Could you please share with me your communication with the casino when you tried to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Thomas,

Thank you for your response and for reviewing my complaint.

Please find my responses below:

1. Did you achieve your current balance with the help of a bonus?

Yes, the initial win involved a deposit bonus which I had opted into after making a qualifying deposit.

However, I fully completed all wagering requirements associated with that bonus. Once the wagering was completed, I received confirmation that there were no remaining bonus restrictions and that the balance was entirely real money.

During the withdrawal dispute, BetAlice representatives repeatedly confirmed that:

My withdrawals were valid.

My account was in good standing.

No further verification or documentation was required.

No action was required from me.

I have attached email correspondence confirming these points.

2. Was your account verified and what documents were requested?

Yes.

My account is fully verified.

I have written confirmation from BetAlice that my account has successfully completed verification (KYC) and that no further documents are required.

I have attached this confirmation.

3. Have you previously received successful withdrawals?

Yes.

Before the delays began I successfully received:

AUD $1,600 submitted on 17 May 2026.

AUD $1,600 submitted on 18 May 2026.

Both were processed within approximately 48–72 hours.

Following those successful withdrawals, my VIP status changed from Level 5 to Level 2.

After that change, three further withdrawals remained pending for almost four weeks:

AUD $1,600 (19 May)

AUD $1,600 (20 May)

AUD $800 (21 May)

These remained under review despite repeated assurances from BetAlice that everything was in order.

Only after I advised BetAlice that I intended to escalate the matter externally if there was no meaningful progress by the end of Friday did movement finally occur.

The three pending withdrawals were subsequently paid.

However, withdrawals have now stopped again

Additional Information

Throughout the four-week delay I received numerous emails, WhatsApp messages and live chat responses from BetAlice representatives confirming:

My withdrawals remained valid.

Everything was in order.

No further verification was required.

No further documentation was required.

No action was required from me.

The withdrawals had been escalated to the finance team.

The withdrawals were in the final stages of review.

Despite these repeated assurances, no explanation was ever provided as to why the withdrawals remained pending for almost four weeks.

I have attached these communications as supporting evidence.

VIP Status

One aspect I would also appreciate your consideration of is my VIP status.

I was initially a VIP Level 5 player.

Shortly after beginning withdrawals my account was reduced directly from VIP Level 5 to VIP Level 2.

I was advised that VIP levels are reviewed automatically based on account activity over a rolling period.

However, despite not depositing, gambling or accepting bonuses during the withdrawal delay, my account was later reduced again from VIP Level 2 to VIP Level 1.

I have never received a satisfactory explanation as to why these changes occurred in this manner or whether they affected my withdrawal limits or processing times.

Thank you for taking the time to review my complaint. Please let me know if you require any additional information or documentation.

Kind regards,

Karina ****

Dear Karabeena78,

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 Karabeena78,

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

Hi Lucia

thank you for taking my case

FYI I have now been asked to verify my account even though I have multiple interactions saying my account is verified.

i have uploaded the necessary documents this morning anyway which says 24 hours to process

just another stalling tactic I feel but I have completed it anyway.

any updates my end I will let you know hopefully BetAlice start to release my funds

thank you again

Dear Karabeena78,

Thank you for keeping me informed. Please do not hesitate to reach out if there are any developments on your end.

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Betalice

Hi Lucia

FYI I have now uploaded the relevant documents and they have been accepted

at this stage now I have no idea why I’m not receiving withdrawals

thank you

Karina

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Betalice

Hi Lucia

so again they are asking me proof of address which I have sent my car rego documents as it’s a government document and they are asking again after another 4-5 days of it being ok and now they are asking me yet again

I have had withdraws multiple times so I’m confused as to why this is even affecting the withdrawal I have also been told many times nothing wrong with my account as you can see with all the documents I sent you

As of 1030 am 1/7/26 I have now sent a phone bill and bank statement proving my address so they have my driving license bank statement car rego and phone bill

photo ID plus address

I have also submitted a selfie and my bank card back and front again

I feel yet again stalling tactics from BetAlice

i also feel that waiting out the 6-7 days just to repeat there response and now has reset the response time is unfair

no real answers or communication

Dear Karabeena78,

Thank you for the update.

I understand that this process has been frustrating, especially when additional documents are requested after you have already submitted several forms of verification.

That said, it is not uncommon for casinos to request further documentation as part of their KYC and AML procedures, particularly when larger withdrawals are involved. At this stage, I recommend continuing to provide any requested documents that are available to you, as this gives the casino the opportunity to complete its verification process.

Once the casino has finished reviewing the documents, we will assess its response and determine whether any further issues remain. If the verification continues to be unnecessarily prolonged or additional concerns arise without reasonable justification, we will address them accordingly during the complaint resolution process.

Thank you for your patience and cooperation. We will continue monitoring the case closely.

Dear Karabeena78,

Thank you for the patience.

We would like to inform you that the relevant department inform us that insurance docs and mobile bills are not accepted as proof of address. Please provide a utility bill or a bank statement (a physical bank), or a government issued residence confirmation in original PDF or photo of a physical document (full page), not older than 6 months.

Kind regards,

BetAlice

I have uploaded my passport for photo ID and you have my driving license if that’s still not enough give me access again and I will upload another bank statement

Dear BetAlice Casino Team,

Could you please confirm whether the documents most recently submitted by the player are sufficient to complete the verification process?

If not, we would appreciate it if you could provide more detailed information regarding what is preventing the verification from being completed. Specifically, please clarify whether any documents are missing, whether any of the submitted documents do not meet your requirements, and whether any additional information or documentation is needed from the player.

Providing these details will help the player better understand what is required to successfully complete the verification process and avoid any further delays.

Thank you in advance for your cooperation.