BetAlice Casino - Pelaajien kotiutukset ovat viivästyneet ja varat palautettu.

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!

Ich habe am 25.09. 700 € und am 26.09. 800 € für die Auszahlung beantragt. Anschließend wurden weitere 900 € zur Auszahlung beantragt. Ich habe bis jetzt keinen Cent erhalten, ich habe mehrfach mit dem Livesupport gesprochen, am 01.10 wurde mir gesagt das die Zahlung am selben Tag auf mein Konto angewiesen wurde und ich 3-5 Werktage warten soll, am 13.10 hatte ich immer noch kein Geld erhalten. Auf Nachfrage wurde mir dieses mal gesagt das das Geld am 11.10 überwiesen wurde und ich doch bitte 3-5 Tage warten soll. Heute am 17.10 immer noch kein Geld erhalten, im Gegenteil der Auszahlungsbetrag wurde meinem Spielerkonto wieder gutgeschrieben, auf erneute Anfrage wurde mir gesagt, ich hätte die Auszahlung storniert. Das ist gar nicht möglich da die Auszahlung verschwindet sobald sie in die Auszahlung geht, das habe ich auch im Livesupport gesagt, nun wurde mir gesagt das angeblich ein Fehler passiert ist und sie es versehentlich es auf mein Spielerkonto gebucht haben (absoluter Schwachsinn). Nun ist das Geld wieder am Spielerkonto nach 3 Wochen und ich soll die erneute Auszahlung beantrage. Scheint mir sehr Stark nach Betrug bzw. sieht danach aus als ob das Casino Zeit gewinnen will und mich hinhält. Ich werde noch 1 Woche Warten und anschließend einen Rechtsanwalt einschalten als auch die Aufsichtsbehörden!

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

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

Hello,

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.

Hallo,

ich habe Bank Transfer als Zahlungsmethode gewählt, eingezahlt wurde vom selben Konto per Apple Pay. Eine Verifizierung musste ich nicht machen, da es als bereits verifiziert angezeigt wird in meinem Konto.

Eine erneute Auszahlung konnte ich nicht versuchen da zum einen das Überweisungslimit von 800 € auf 500 € gesenkt wurde (warum auch immer). Und durch das wieder Gutschreiben des Geldes auf mein Spielerkonto möchte er nun erneute Einsätze die ich tätigen soll bevor ich auszahlen kann.

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?

Dear Gamer5831,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.