The player from Germany requested a withdrawal of €700 and €800 made on September 25th and 26th, respectively, and another €900, but had not received any funds for over three weeks. After multiple interactions with support, he discovered that the withdrawals were erroneously credited back to his account, prompting concerns of fraud. The Complaints Team attempted to gather more information regarding the player's payment method and account verification status, but the player did not respond to the inquiries. As a result, the complaint was rejected due to lack of communication from the player.
BetAlice Casino - Player’s withdrawals have been delayed and funds returned.
Closed
Our verdict
Player stopped responding
Amount: €2,400
BetAlice Casino
Safety Index 8.5 HighCase summary
Discussion
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7 months ago
Translation
I requested a withdrawal of €700 on September 25th and €800 on September 26th. A further €900 was subsequently requested. I have not received a cent to date. I have spoken to live support several times. On October 1st, I was told that the payment had been transferred to my account that same day and that I should wait 3-5 business days. On October 13th, I still hadn't received any money. When I asked about it this time, I was told that the money had been transferred on October 11th and that I should please wait 3-5 days. Today, October 17th, I still have not received any money. In fact, the withdrawal amount has been credited back to my player account. When I asked again, I was told that I had canceled the withdrawal. That is not possible because the withdrawal disappears as soon as it is processed. I also told live support this. Now I have been told that an error occurred and they accidentally credited it to my player account (absolute nonsense). Now the money is back in my player account after three weeks, and I'm supposed to request another withdrawal. This seems very much like fraud to me, or rather, as if the casino is trying to buy time and stall me. I'll wait another week and then contact a lawyer and the regulatory authorities!
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7 months ago
Important Notice:
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Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
Based on your description, it seems there might have been some technical issue during the withdrawal process. Sometimes, delays can occur due to payment provider issues rather than the casino itself, which can temporarily hinder the completion of a withdrawal. To better understand what happened in your case, please clarify a few details for me:
- Which payment method did you choose for your withdrawal requests?
- Was it the same payment method you used for depositing?
- Have you already tried requesting the withdrawal via a different payment method?
- Is your casino account fully verified, and have you received confirmation from the casino that your verification process is complete?
Once I have this information, I will be able to look more closely into your case and provide you with further guidance.
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
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7 months ago
TranslationHello,
I chose bank transfer as my payment method, and the deposit was made from the same account via Apple Pay. I didn't have to verify the money because it was already shown as verified in my account.
I couldn't attempt another withdrawal because, for one thing, the transfer limit had been reduced from €800 to €500 (for whatever reason). And by crediting the money back to my player account, he now wants me to make further bets before I can withdraw.
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7 months ago
Please forward me all the communication between you and the casino regarding the problems with your withdrawal requests at veronika.f@casino.guru.
What types of games did you play to accumulate your winnings?
Did you play with or without a bonus?
Did you make sure to finish all the necessary wagering requirements before requesting a withdrawal?
