BetAlice Casino - Player warns about delayed withdrawals and account closure issues.

I am posting here to warn others about the online casino betalice. Withdrawals there are systematically delayed or even canceled, with the intention that the money will be gambled again and ultimately lost.

In addition, addicted gamblers are systematically exploited. My urgent request to close my account was answered by telling me that this would interrupt the current withdrawal process and cause the entire balance/winnings to be forfeited.

Despite this, I continue to receive daily marketing emails and text messages with offers encouraging me to make further deposits even though I already received confirmation that all marketing communications would be stopped due to responsibility reasons.

I explicitly warn against betalice online casino. Its policies are deliberately kept in a legal "grey area" in order to exploit players, especially those suffering from gambling addiction.

I hope that CasinoGuru can help me asap to receive the withdrawals that were canceled without any justification and ultimately close my account.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Dontgamble80,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Could you kindly share the reason for your account closure? Additionally, please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru.

Thank you very much for your cooperation.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Kristina,

I just sent you the requested Infos via email.

Thank you for taking care of this complaint.

On 18 December, I requested a withdrawal of €1,000. Immediately afterwards, I asked for my account to be closed, stating my gambling addiction as the reason.

AliceBet support warned me that if the account closure was processed, all remaining funds would be lost, including the pending withdrawal.

Since that day, I have been trying to withdraw my balance on a daily basis.

Every single withdrawal attempt has been cancelled, and the money has been returned to my casino balance each time.

During this period, I unfortunately deposited several hundred euros more, as I was unable to resist gambling due to my addiction.

AliceBet claims that the withdrawals are being cancelled by my payment provider. However, after contacting my VISA provider, I was informed that everything is working correctly on their side.

This leads me to suspect that the repeated cancellation of withdrawals may be intentional and systematic, effectively causing players to lose their funds when withdrawals fail.

They don´t care about responsible gaming and people with serious gambling problems at all.

What also proofs me I´ m right is the fact that they ignored my request to stop sending me marketing emails and text messages.

First They confirmed three times that all promotional communication would stop, yet I continued to receive offers and bonus promotions, actively encouraging me to continue gambling, on a daily basis.

I have contacted AliceBet dozens of times via live chat and email and followed all instructions provided, including clearing the cache, using different browsers and even a different PC, using the same withdrawal method as used for deposits, and attempting a bank transfer as suggested by live support. None of these attempts were successful, and the funds were consistently returned to my casino balance.

As a result, I have already lost an additional €500. The original withdrawal amount was €1,500, and my remaining balance is now €1,000.

I am desperate and do not know what else to do. I urgently need my remaining €1,000, and I also need my account to be closed immediately. Otherwise, I fear losing even more money.

In my last email to support, I provided my IBAN and BIC and explicitly requested that they transfer my remaining balance and close my account in order to finally end this situation.

I kindly ask for your help and support in resolving this matter.

Thank you very much for your time and assistance.

Dear Dontgamble80,

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, Martin (martin.l@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,

Kristina

Hello Dontgamble80,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the BetAlice Casino representative into the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. I must also note, that we consider your usage of term 3.7. unfair in this instance. We believe the account should have been closed on 19th of December and the player is entitled to any losses from this point on, on top of the amount they are trying to withdraw.

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear all,

Thank you for bringing this matter to our attention and allowing us to participate.

We understand the importance of a swift withdrawal and would like to extend our apologies to Dontgamble80 for any inconvenience caused by this issue.

Please be informed that we are facing an unknown technical error on the payment provider's end. We would like to clearly state that the funds are not purposefully withheld.

We kindly advise the complainant to request a new withdrawal and we will make sure to expedite the payment. If the error still occurs, we will try to initiate a manual withdrawal as a potential workaround.

We are grateful for your cooperation. If any questions arise, please let us know.

Kind regards,

BetAlice Team

Dear casino representative,

thank you for your response regarding the withdrawal issue, I hope this part of the issue can be resolved soon.

That said, we will be waiting for you to address the core issue of this complaint, which involves responsible gambling protocols.

Could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. I must also note, that we consider your usage of term 3.7. unfair in this instance. We believe the account should have been closed on 19th of December and the player is entitled to any losses from this point on, on top of the amount they are trying to withdraw.

Dear Casino Agent,

I do not believe that it will work this time. I have already tried to withdraw the money more than 10 times. Each time it was rejected by you, always with the explanation that it was due to the payment provider. After contacting the payment provider, I was told that everything is in order on their side. And I also tried 2 different ones beside the method I deposited with! None of them worked!

Nevertheless, you offered me further options, for example withdrawing to another bank account. That did not work either and was canceled. I then repeatedly sent you my bank details by email you asked me for in the live chat to send money manually from your side. To this day, nothing has arrived. Instead, my money is still shown as a balance in my account.

Only empty promises and intentional delays.

Now you are once again telling me to withdraw it, but you are still only offering me the option to withdraw 500 euros within 24 hours. This forces me to log into the account over and over again, even though I am addicted to gambling, and you hope that I will lose the money I am trying to withdraw. That almost happened yesterday. I logged in to follow your instructions and withdraw my money. I was only able to withdraw 500 of the 1,000 euros in my balance. As a result, I continued gambling with the rest. Fortunately, this time I won a little and managed to stop at some point after almost everything was lost again.

Now I once again have a balance in my account that I can only withdraw in portions. As a gambling addict, it is of course an extreme challenge not to play when there is money in the account. To me, this does not look like responsible behavior toward people with gambling addiction. Quite the opposite! you are deliberately exploiting it and hoping that everything will be lost this way. This is more than obvious.

As expected, my last withdrawal requests was also rejected.

My current account balance amounts to €3,500.

I would finally like to have this money paid out!

Every time I log in, I run the risk of gambling and losing everything again.

Limiting the requests to only €500 per 24h and rejecting them every single time is nothing but pure calculation manipulation, systematic obstruction and intentional exploitation!

Dear Dontgamble80,

thank you for updating us on the current state of events. As the withdrawal was rejected again, I believe you do not have to try again at this time. We will be awaiting the response from the casino representative.

Danke Martin,

ich sage Voraus, dass deren Antwort keine endgültige Lösung beinhalten wird, sondern wieder pures Aufschieben, bewusste Verzögerungen und weitere Ausreden.

ich traue denen auch zu, dass sie mein Guthaben leugnen oder nicht voll auszahlen wollen. Deshalb hier ein Screenshot von meinem aktuellen Kontostand und der laufenden Auszahlungsanfragen:

Congratulations to the Casino! You won!

my 2500€ are gone! You forced me to login to withdraw and made me gamble again! You did not close my account as requested! Your exploitation works perfectly ! Great business model 👍

@CasinoGuru

How is it even possible that such a criminal scamming company is enjoying an positive safety index??? Unbelievable !!!

Dear Dontgamble80,

I am sorry to hear you have lost the funds. Have you considered installing free app BetBlocker onto your computer and mobile? This way you can restrict your access to many gambling websites of various jurisdictions.

In the meantime, we are still awaiting a response from the casino.

Hi Martin,

You know what they additionally did? They decreased the value of the bonus points to 10%

I collected more than 600 coins (for bonus money & games) with betting receiving 1 coin per 100EUR spend.

Without balancing my coin amount accordingly, they changed to 1 coin per 10 EUR spend.

The live support does not help at all with this issue and the email support...well..you know the story.

But this is only peanuts to what they already robbed.

And my account of course is still open.

Looking forward to their excuse. Wondering if it will be the same one or a creative new one.

Dear all,

Thank you for your patience.

We would like to assure the complainant that his account has been permanently closed.

The case has been raised with our management team for further review. We will post an update once a decision is made.

Kind regards,

BetAlice Team

Wow, I wonder how long this will take if closing my account took more than 4 weeks!

Dear Casino representative,

thank you for your reply. Are you able to provide us with an approximate timeframe in which you will be able to issue a response? Please note that at his stage, we still believe the player is entitled to all of his losses and deposits made from 19th of December onwards.

Dear Dontgamble80,

in case any developments arise, or you receive a message from the casino, please let me know.

Thank you Martin!

FYI: the latest withdrawal request of 500EUR was also rejected today.

Luckily I can't login anymore, so this money should be safe.

I keep you updated incase they contact me

@ Casino representative,

I am ok with reaching a compromise. You pay me the loss of my profits amounting to €3,500 see screenshot, and I will waive my deposits made since December 19.

Dear Dontgamble80,

thank you for your continued cooperation. I believe it is best to wait for the casino's response at this point in time.

Alright Martin,

I will wait for their respond.

By the way, they still send me marketing messages.

Just received another one a few minutes ago.

I asked them to stop this a dozen times!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Dontgamble80,

Thank you for providing your bank details.

We are pleased to inform you that your payment is in process.

Kind Regards,

BetAlice Casino Team

Wann und wieviel wird überwiesen? Die Bankdaten habe ich schon vor Wochen gesendet!

Dear casino representative,

thank you for your response. As per the player's inquiry, could you please specify whether the casino has decided to refund the full amount of losses from 19th of December onwards?

Dear all,

We would like to kindly confirm that the manual withdrawal of the full amount of 500EUR is in process and it will be completed in the day.

Kind Regards,

BetAlice Casino Team

Das ist wohl ein schlechter Scherz!

Inakzeptabel!

Dear Martin,

I hereby confirm receipt today of only €500. The fact that the casino has ignored all of your inquiries regarding the payout of ALL DEPOSITS AND LOSSES since 19 December (including €3,500 balance in winnings, as well as over €1,000 in deposits), and has never addressed these issues, makes it clear that we are dealing with something highly dubious and lacking credibility.

Delaying withdrawals and the closure of accounts belonging to gambling addicts appears to be part of this casino’s business model. I do not understand how this casino can enjoy such a high security rating and hope that my case will change that.

For my part, I am giving the casino a further 7 days to transfer the remaining amount. Otherwise, I will make this case public on all other relevant online platforms worldwide. In addition, even if the chances are likely relatively low, I will initiate legal action.

In order to resolve this case as quickly as possible, I am also offering the casino the option to make a counteroffer within 3 days!

Dear all,

We are pleased to inform you that the payment has been successfully completed.

Thank you for your cooperation and patience.

Kind Regards,

BetAlice Casino Team

😂

Dear Casino representative,

once again I would like to clarify that the core issue in this complaint is not merely delayed withdrawals, but your failure to apply responsible gambling measures after a clear self-exclusion request.

The player explicitly requested account closure due to gambling addiction on 19th of December. Despite this, the account remained accessible, withdrawals were repeatedly rejected, and marketing communications continued. This exposed the player to further gambling and resulted in additional losses.

From our perspective, the account should have been immediately blocked upon the self-exclusion request. Any deposits, losses, and balance changes occurring after that date are therefore considered a direct consequence of this failure.

We ask the casino to address this specific issue directly and confirm the refund of all funds which were deposited, lost or present on the account balance on and after 19th of December. Please provide us with the player's play and deposit history at martin.l@casino.guru

Der Martin,

We would like to kindly inform you that the player requested account closure due to gambling addiction on 19th of December and when the same day we replied by requesting to confirm his decision as any balance, withdrawal or open bet in his gaming account would be voided during the process; the player answered that would wait until receives the money and would get back to us.

We trust this clarifies our position.

Thank you for your cooperation.

Kind Regards,

BetAlice Casino Team

Dear casino representative,

thank you for your answer.

I presume the casino's actions from 19th of December are based on the rule 3.7. This rule is listed as potentially problematic in our database, but does not directly impact the safety index in any way, as it's use may be acceptable during a standard account closure.

That said, if such rule was applied in a self-exclusion request due to gambling addiction, the casino's safety index would need to be lowered. We believe that once gambling addiction is clearly stated, responsible gambling obligations must take priority over balance-voiding conditions. Additionally such rule would in many cases override a player's decision to exclude, as no player would be willing to simply forfeit his funds.

For this reason, we maintain that the account should have been blocked immediately on 19th of December. I would therefore like to ask you for the player's deposit history, in order to calculate the exact amount we believe the player is owed.

The fact that the casino waits until the very last minute until the response deadline expires once again, is the best proof of the delaying tactics of this shady company.

Of course I said that I’m not gifting them my balance after already losing so much money! I tried to withdraw it every single day. Every time, the withdrawal was canceled. No method worked! I also sent them my bank details so they could transfer it manually.

Just like with this response, they delayed everything with the ulterior motive of squeezing even more money out of me.

I contacted live support dozens of times and sent dozens of emails! Every single time I emphasized my addiction and asked about the possibility of blocking me or excluding me from making deposits until my withdrawal had been transferred.

An absolute outrage, that’s what it is!

You owe me 3000€ balance loss plus more than 1000€ additional deposits!

The 7-day response deadline ends in 3 hours and 50 minutes. I bet these BetAlice delaying experts will reply in the very last minutes, as usual.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Dontgamble80,

We would like to kindly confirm that your total balance has been manually paid, and subsequently, your account has been permanently closed.

Thank you for your patience and understanding in this matter.

Kind Regards,

BetAlice Casino Team

Hello Martin,

It is quite obvious that this casino is ignoring your request to refund my losses since December 19. They have only paid out €500, which was the amount remaining from my interim balance of €3,500.

They are ignoring both the remaining €3,000 that I subsequently lost, as well as the more than €1,000 that I deposited after December 19.

Dear casino representative,

We are not disputing that €500 was paid, thank you for processing this payment. The issue at hand is the self-exclusion request on 19th of December and the resulting deposits and losses. I would therefore like to ask you for the player's deposit history, in order to calculate the exact amount we believe the player is owed.

Dear Martin,

We would like to inform you that our team is reviewing your request and we'll return to you shortly with a clear update.

Thank you for your cooperation.

Kind Regards,

BetAlice Casino Team

We can keep this short. Here is a screenshot of my balance after December 19 showing 3500EUR (1000 in withdrawal process).

The Casino already paid out 500EUR, so 3000EUR is still missing, plus 1000EUR in additional deposits.

I also have screenshots of the deposits.

Should I also send them to you Martin? The Casino will need ages again to provide anything.

Dear Dontgamble80,

thank you for your continued cooperation. Yes you can send me the screenshots of the deposits at martin.l@casino.guru

Dear casino representative,

thank you for your response. Is there a particular timeframe in which you will issue a response and share the results of your internal review?

Dear Martin,

We kindly request to check the information provided via email.

If you have any additional questions, don't hesitage to contact us.

Thank you for your cooperation.

Kind Regards,

BetAlice Casino Team

Dear casino representative,

thank you for your answer, I have sent you an email outlining our position. As the case has been opened for quite a long time now, I would like to ask you to let us know about your final decision as soon as possible.

I suspect that the casino does not want to make its position public in order to avoid exposing itself through further untruths or additional excuses for their irresponsible behavior.

Since the casino has not contacted me again, I assume that it is aware of its responsibility and would prefer to quietly sweep the matter under the rug.

I would also like to add that since registering on the Betalice website and leaving my contact details there, I have been bombarded with marketing text messages and spam emails multiple times per day from dozens of other online casino websites. This continues to happen multiple times a day to this day.

It did not happen before the registration to BetAlice!

Dear Dontgamble80,

I can confirm the casino has not agreed to refund the losses you have sustained after 19th of December. We are now waiting for the casino to confirm this is their final decision, we will then proceed accordingly.

Thank you Martin.

I believe that the rating on your website matters to them just as little as the responsible treatment of customers. Given the large number of casinos operated by this company, minor reduction in their rating for this one is absolutely insignificant to them.

They simply don’t care

can you imagine?

They continue sending marketing textmessages.

Unbelievable

just received one and an email also!

@Martin they still spam me daily with marketing messages by changing their number so blocking them has no effect.

Dear Dontgamble80,

I can confirm I am in contact with the casino, the discussions are ongoing.

Dear casino representative,

thank you very much for your response, I have sent you an additional email. I would also like to ask you to cease your marketing communications with the player as soon as possible.

Thanks a lot Martin!

Dear Martin,

We would like to inform you that our team is looking into your request and we will get back to you via email as soon as possible with the required information.

Thank you for your cooperation.

Kind Regards,

BetAlice Casino Team

Dear Martin,

We kindly request to check the information provided via email.

If you have any additional questions, don't hesitage to contact us.

Thank you for your cooperation.

Kind Regards,

BetAlice Casino Team

Dear casino representative,

thank you for providing us with the player's transaction history. Could you please also provide us with the player's game history? This is to determine which of the player's bets took place after the casino's message, claiming his funds will be voided during self-exclusion.

Dear Martin,

We kindly confirm that we provided you the player's game history.

If you have any additional questions, don't hesitate to contact us.

Thank you for your cooperation.

Kind Regards,

BetAlice Casino Team

Dear casino representative,

thank you for your response. Is it possible to gain access to a game history with timestamps shown?

Dear Martin,

We would like to inform you that our team is working on your request and we will return to you shortly with it.

Thank you for your cooperation.

Kind Regards,

BetAlice Casino Team

hi Martin,

I am still receiving marketing messages.

I gave up contacting this shady company.

they don’t care

Dear Dontgamble80,

We would like to assure you that your communication program is closed.

If by any chance you receive a marketing message again please contact us.

Dear Martin,

We would like to inform you that our team is working on the additional information requested and we'll get back to you as soon as possible.

Thank you both for your cooperation.

Kind Regards,

BetAlice Casino Team

You assure?

The same way you always assured to withdraw my winnings and close my account!

Here is another attempt from this shady company to make me gambling again:

Another email, with 5€ bonus on my account!

you can keep the 5€. Just give me back the remaining 3K you owe me!

Dear Martin,

We would like to inform you that we provided you the required information via email.

If you have any additional questions, don't hesitate to contact us.

Dear Dontgamble80,

We kindly request to provide us the last promotion received with the date clearly visible in order to forward it to the relevant department.

Thank you for your cooperation.

Kind Regards,

BetAlice Casino Team

It must be difficult to remove an email address from a list. Good luck this time! Maybe you will make ist after the 5th attempt!

I will keep my fingers crossed 🤞

Dear casino representative,

thank you for providing us with all evidence pertaining to this case.

Dear Dontgamble80,

please check your email, I have sent you a message.

Dear parties,

thank you both for your patience and responses to our inquiries.

I would like to shed more light on the situation. The player has requested self-exclusion on 19th of December, after which his account should have been closed as soon as possible in our opinion. That said, he had been allowed to play and was able to run his balance up to 3500 EUR - though eventually losing it, as mentioned in this thread.

While we acknowledge this fact and sympathize with the player, we are unable to request all of these funds as a refund, as his account should have been closed after 19th of December - and his net profit/losses should have been at zero.

After our investigation, we therefore propose a refund of 556 EUR - which should represent the player's real money losses from December 20th (day after the request) onwards.

Thank you Martin for your tireless dedication! I agree. The casino already has my bank details.

Dear Martin,

We would like to inform you that our team is reviewing your proposal and we'll return to you shortly with a clear update.

Thank you for your cooperation.

Kind Regards,

BetAlice Casino Team

Dear casino representative,

thank you for your response, we will be awaiting your statement.

Dear Dontgamble80,

We would like to kindly inform you that we are eager to proceed with the refund of 478 EUR, which is your net loss 24h after your account closure request on 19th of December.

Please let us know if you agree in order to proceed with the payment.

Thank you for your cooperation.

Kind Regards,

BetAlice Casino Team

not 478 EUR

it is 556 EUR

@Martin can you please confirm the calculated amount.

Dear parties,

thank you for keeping us updated, I believe things are moving in the right direction.

Dear casino representative,

could you please specify which funds have been deducted from the proposed refund amount? Is this a deduction of bonus amounts or any cancelled bets?

Dear Martin,

We would like to kindly inform you that the refund amount is calculated by Deposits - Withdrawals - Cash bonuses and the player receives the amount of his net losses.

If you have any additional questions, don't hesitate to contact us.

Kind Regards,

BetAlice Casino Team

Dear casino representative,

thank you for the clarification.

Dear Dontgamble80,

upon further evaluation of the information provided by the casino including the screenshots of the casino's system, I believe the casino's position makes sense. I have now changed the disputed amount accordingly. I apologize for the misunderstanding. Do you agree with the proposed refund?

Einverstanden

Dear Dontgamble80,

thank you for the confirmation.

Dear casino representative,

please let us know once the refund is processed on your side.

Dear dontgamble80,

We are pleased to inform you that your payment is in process.

Thank you all for your cooperation.

Kind Regards,

BetAlice Casino Team

Dear BetAlice Casino representative,

thank you for the update. I hope the issue will be settled in the near future. I will leave this complaint opened until Dontgamble80 confirms his refund has been paid out.

Dear Dontgamble80,

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.

Danke Martin,

ich habe das Geld heute erhalten.

Vielen Dank für Deine Unterstützung

Dear Dontgamble80,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at BetAlice Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help! 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru