BetAlice Casino - Отказ игрока от участия в турнире отложен.

I won €400 from the casino in early February, but today, March 22, 2026, I still haven't received my money. I have submitted all the requested documents, but the casino is no longer responding to my emails. In the customer service chat, I always get the same copy-paste response: "the matter is being processed by the team".

When I read the casino reviews, I noticed that many others seem to have the exact same problem.

If anyone has any tips on how to proceed with this, they are welcome.

Voitin kasinolta 400 € helmikuun alussa, mutta tänään, 22.3.2026, en ole vieläkään saanut rahoja nostettua. Olen toimittanut kaikki pyydetyt dokumentit, mutta kasino ei enää vastaa sähköposteihini. Asiakaspalvelun chatissa saan aina saman copy–paste‑vastauksen: "asia on tiimillä käsittelyssä".

Kun luin kasinon arvosteluja, huomasin, että monilla muilla näyttää olevan täysin sama ongelma.

Jos jollain on vinkkejä miten edetä asian kanssa niin otetaan vastaan.

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 jese,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm which verification documents you have already passed?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

Have you made successful withdrawals before? No.

Could you confirm which verification documents you have already passed?

driver's license, bill (home address) and screenshot of bank statements (bank).

Did you collect your winnings with or without an active bonus? With a bonus.

Oletko tehnyt aiemmin onnistuneita kotiutuksia? En.

Voisitko vahvistaa, mitkä vahvistusasiakirjat olet jo läpäissyt?

ajokortti, lasku(kotiosoite) ja tiliotteista kuvakaappaus (pankki).

Oletko kerännyt voittosi aktiivisella bonuksella vai ilman sitä? Bonuksella.

Dear jese,

Thank you for your reply and for providing the previous details.

Could you please clarify the following:

• The exact date when you requested the withdrawal
• Which payment method you choose to withdraw your winnings? Was it the same one you used for your deposit?
• Could you update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread

Additionally, if you have any further communication with the casino (e.g., screenshots, emails, or chat records), please send all documents to [email protected] or post your screenshots directly in the thread.

Thank you again for your cooperation.

Exact date you requested a withdrawal: 4.2.2026

Which payment method will you choose to withdraw your winnings? Did you use the same payment method for your deposit?

Danske bank and I used it.

Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? The money has been transferred back to your player account and the withdrawals are showing as ''blocked by operator''.

The link in the email you provided only directs me to your homepage.

Tarkka päivämäärä, jolloin pyysit nostoa: 4.2.2026

Minkä maksutavan valitset voittojesi kotiuttamiseen? Käytitkö samaa maksutapaa talletukseesi?

Danske bank ja käytin.

Voisitko päivittää meille kotiutuspyyntösi nykytilan? Onko se merkitty odottavaksi vai käsitellyksi kasinotililläsi? Rahat ovat siirretty takaisin pelitilille ja nostoissa lukee ''estetty operaattorin toimesta''.

Laittamasi sähköpostin linkki ohjaa minut vain teidän etusivulle.

Dear Jese,

Thank you for your reply and for providing the previous details.

Could you please clarify the following:

• Have you checked whether there are any withdrawal limits or pending issues linked to your account?
• Can you confirm that you have met all bonus conditions (such as wagering requirements, maximum bet limits, or win limits)?
• Have you received any confirmation from the casino regarding your withdrawal?

Additionally, could you provide any further communication you have had with the casino? This may include screenshots, emails, or chat records. You can send the documents to: [email protected] or upload them directly to the complaint thread.

Thank you again for your cooperation.

Dear jese,

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.

Have you checked whether there are any withdrawal limits or pending issues linked to your account? They have block all my withdrawls.

Can you confirm that you have met all bonus conditions (such as wagering requirements, maximum bet limits, or win limits)? Yes.

Have you received any confirmation from the casino regarding your withdrawal? NO

Additionally, could you provide any further communication you have had with the casino? This may include screenshots, emails, or chat records. You can send the documents to: [email protected] or upload them directly to the complaint thread.

I send you an email.

Dear jese

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 Romi ([email protected]). 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,

Petra