BetAlice Casino - Счет игрока закрыт, вывод средств задерживается.

Hi, my betalice account has been deactivated since November 26th. I had an active balance of around €271 (I don't remember exactly because it's been a while and I haven't taken screenshots).

The day after my account was deactivated I was asked to send documents (ID + selfie) and bank details to get my balance back.

I promptly replied by sending the requested documents and bank details to receive the withdrawal, they replied with an automatic message informing me that they had forwarded the details to the relevant department, unfortunately since that day (November 28th) I have not had any further updates.

Since we are more than 3 weeks late I am hoping you can help me resolve this mess.

Thank you.

Salve, è dal 26 Novembre che il mio account su betalice è stato disattivato, avevo un saldo attivo di circa 271€ (non mi ricordo con esattezza perché è passato un po' di tempo e non ho fatto screenshot).

Il giorno successivo a quando mi è stato disattivato il conto mi è stato chiesto di inviare i documenti (ID + selfie) e i dati bancari per restituirmi il saldo.

Io gli ho risposto prontamente inviando i documenti richiesti e i dati bancari per ricevere il prelievo, loro mi hanno risposto con un messaggio automatico in cui mi avvisano di aver girato i dettagli al dipartimento competente, peccato che da quel giorno (28 Novembre) non ho più avuto alcun aggiornamento.

Dato che siamo a più di 3 settimane di ritardo spero che possiate darmi una mano a risolvere la controversia con questo casino.

Grazie.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports only?
• Have you sent any identity documents to the casino for verification before your account was blocked?
• Have you made any successful withdrawals from this casino before?
• When was the last time the casino communicated with you regarding the refund of your balance?

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

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.

Hi Veronika,

• I played both slots and sports with my deposited balance
• No, before it was blocked I was not asked for any documents (it was written that no documents were necessary in the verification section), I sent them only later when they asked me for them via email
• No, this is my first time trying to withdraw my money from BetAlice
• There have been no updates from the casino since November 28th

Ciao Veronika,

• Ho giocato sia sulle slot che sullo sport con il mio saldo depositato
• No, prima che venisse bloccato non mi era stato chiesto nessun documento (c'era scritto proprio che non erano necessari documenti nella sezione verifica), li ho inviati solo successivamente quando me li hanno chiesti via email
• No, è la prima volta che provo a prelevare i miei soldi da BetAlice
• Non ci sono stati aggiornamenti da parte del casino dal 28 Novembre

Hello Spaffle,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience while I was out of the office.

Please forward me the email you received from the casino after your account was blocked, along with all the subsequent communication, to [email protected].

Could you also specify what payment methods you used for depositing money into this casino?

Hi Veronika, the first email I received after my account was blocked was this:

I replied to the email with the requested information (document + selfie and payment details to withdraw my balance). There were no further emails beyond those I mentioned in the first post.

I have only deposited cryptocurrencies at this casino.

Ciao Veronika, la prima email ricevuta dopo il blocco del conto è stata questa:

Email a cui ho risposto inviando i dati richiesti (documento + selfie e dettagli di pagamento per il prelievo del mio saldo), non ci sono state ulteriori email oltre a quelle di cui parlo nel primo post.

Ho depositato solo in cryptovalute su questo casino.

Dear Spaffle

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, Michal ([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,

Veronika