The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained by that day. The player experienced delays in processing multiple withdrawals and expressed concerns regarding the maximum withdrawal limit imposed by the casino. After ongoing communication with the Complaints Team and the casino, all pending payouts were eventually processed. The issue was successfully resolved, and the player confirmed receipt of all funds.
BetAlice Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €4,667
BetAlice Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
I've been waiting for my payouts for 10 days now.
I now have 3 active withdrawals of €500 each.
The first payment was on June 1, 2025, the second on June 2, 2025, and the third on June 3, 2025.
I have a balance of €4666.90 in my account with 3 active withdrawals.
However, you can never withdraw more than €500.
None of these withdrawals have been processed and it has been 10 days now.
I asked almost daily via live chat and always received the same answer: that the finance department was informed about the delay.
I would also like to withdraw my remaining balance of €3,166.90.
No verification is necessary, that's what it says in my account.
I hope you can help me in this case.
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8 months ago
Dear Niki163823,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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8 months ago
Translation
14 days have now passed.
I have now received a payout.
two further withdrawals have still not been processed.
When I asked via live chat and email, I only received standard answers that the finance department had been informed.
According to Betalice, verification is not necessary.
I would also like to withdraw my remaining balance (2555€)
However, I can only withdraw a maximum of €500, which surprises me because you can withdraw up to €5,000 via bank transfer.
I hope you can help me.
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8 months ago
Dear Niki163823,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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8 months ago
Translation
I received my first payout after 14 days, the other two payouts have still not been processed, although 14 days have now passed
When I asked via live chat and email, I only received standard answers that the finance department had been informed.
I would also like to withdraw my remaining balance of €2,555.
However, I can only withdraw a maximum of €500, which surprises me because you can withdraw up to €5,000 via bank transfer.
I hope you can help me.
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8 months ago
Dear Niki163823, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
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.
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8 months ago
Translation
I received my first successful payout after 14 days.
Two further payouts of €500 each are still pending.
I would also like to withdraw my remaining balance all at once, but I can only withdraw in increments of €500 with a maximum of three active withdrawal requests.
According to Bet Alice, my account does not need to be verified and I don't have a bonus either.
I sent them the chat histories by email
Greetings
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8 months ago
Translation
I have now received my second payout from bet Alice.
Two more are still open.
I would also like to withdraw my remaining balance, but it is only possible to withdraw a maximum of €500.
Normally it should be possible to pay out your balance (2550€) in one payout, and not always in 500€ steps where you have to wait ages until you receive it.
I'll keep you updated.
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8 months ago
Translation
I wanted to let you know that I have now received my third payout of €500.
I now have two open withdrawal requests for €500 again because it is somehow not possible to withdraw a higher amount at once.
I will keep you updated.
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8 months ago
Dear Niki163823, just to ensure we fully understand everything correctly — am I right in understanding that you have received a total of €1,500 so far (three payouts of €500 each), and that you currently have only two additional withdrawal requests of €500 pending?
If this is the case, may I kindly ask why you haven’t submitted a third request yet, given that the casino allows up to three active withdrawals at a time?
To verify the current situation, could you also please send us a screenshot of your withdrawal history from your casino account, showing the pending and completed requests?
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8 months ago
Translation
Exactly, I have received 1500€ so far, 3 payouts of 500€.
I can only make a new withdrawal every 24 hours if I have 3 active withdrawal requests.
I would also like to pay out my entire balance at once; it's so annoying to always have to pay out in 500€.
Since the payout was processed today, I was able to request a new payout.
I can only request a third payout of €500 tomorrow, as the 24 hours will then be over.
I have sent you the screenshots of the payout history to your email address.
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8 months ago
Thank you very much, Niki163823, for providing the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) 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.
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8 months ago
Dear Niki163823,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the BetAlice Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear BetAlice Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
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8 months ago
Translation
hello romi
There is nothing new so far.
I have 3 active withdrawal requests that have not been processed yet.
Always only with 500€ because it was not possible for me to make a higher amount.
And I still have a remaining balance of €1025 which I would also like to withdraw, but you can only have 3 active withdrawals at once.
Greetings, Niklas
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7 months ago
Dear all
Thank you for your patience.
Kindly be informed that we are checking with relevant department regarding customer withdrawals.
Best Regards
BetAlice Casino Team
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7 months ago
Dear Niki163823,
We would kindly like to apologize for the delay and any inconvenience this may cause. We would like to inform you that your withdrawals have been scheduled for today.
Your patience is truly appreciated!
Best regards,
BetAlice Casino team
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7 months ago
Translation
Good day
I have received the payouts.
And there are now two more payouts that still need to be processed.
I'll get back to you when these have been processed.
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7 months ago
Dear Niki163823,
Please inform us whenever you receive the whole amount and let us know the total amount.
Thank you in advance.
Respectfully,
Romi
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7 months ago
Dear Niki163823,
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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7 months ago
Translation
Good morning,
The two withdrawals of €500 each have still not been processed.
If there is anything new, I will let you know.
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7 months ago
Translation
Good day
Almost 14 days have passed and neither of the two payments have been processed yet.
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7 months ago
Dear Niki163823,
We are truly sorry for the delay. Please accept our sincere apologies for the situation.
Your withdrawals have been scheduled for today.
Best regards,
BetAlice team
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7 months ago
Translation
Good day
I have received both payouts, so for me the case is now resolved.
all payouts have been processed.
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7 months ago
Thank you, Niki163823, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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,
Romi
Casino.Guru
