BetAlice Casino - A desistência do jogador está atrasada.

I am contacting you regarding my unresolved withdrawal issue with Betalice.

Since June 23, I have been trying to withdraw my remaining balance from my account, but the payment has still not been processed. Despite contacting customer support several times, I have received no clear explanation or timeframe for when my withdrawal will be completed. I am repeatedly told only to wait.

More than enough time has passed for a standard withdrawal to be processed, and I believe the delay is unreasonable. I have fully cooperated with the casino and provided any information they have requested, yet my funds remain unpaid.

I would greatly appreciate Casino Guru's assistance in investigating this matter and helping me receive the funds that are rightfully mine.

Thank you for your time and support.

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 your complaint. I’m sorry to hear about your problem. 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?
• Have you accumulated your winnings with or without an active bonus?

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.

Best regards,

Attila

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru

We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you kindly provide us with an update on the current situation?

Additionally, could you please attach a screenshot of your pending withdrawal?

Thank you in advance for your response.

There is no news from the casino, they said they working on it, but its been like 2 weeks

And i cant login to the casino, so i cant show you the pending withdraw

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Could you please advise on the reason you are unable to log into your account? Has the casino blocked your account?

I look forward to your reply.

Yes and they said they will pay it manually i said them many times do send usdc erc20 to the address what i gave them but i did not received any payment, later they informed me they sent other token, not usdc, thats why i did not got my money, they refuse to give me the usdc what i wrote them many many times

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hello i forwarded the whole communication to your email

Hi there, is there any news? Its been a long time

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, Samuel (samuel.s@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,

Attila

Dear Vivienpodruzsik,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from BetAlice Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear BetAlice Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello!

I think there is a misunderstanding, they processed it, but they sent wrong token so i did not received the payment (i requested in usdc)

Dear Samuel,

We would like to kindly confirm that the player's manual payment of 786.08 EUR has been successfully completed on 01.08.26.

The payment was processed in EUR based on the player's account currency.

Thank you for your cooperation.

Kind Regards,

BetAlice Casino Team

Yes, but i did not received it, i asked to be pay in cryptocurrency usdc but you paid something else and i did not received it because of that

Hello everyone,

Thank you for the updates.

Dear BetAlice Casino,

There seems to be a discrepancy that I would like to clarify before we proceed further.

The player states that the withdrawal was requested in USDC and that the payment was not received because it was processed differently from the requested cryptocurrency. However, you have stated that the manual payment of €786.08 was completed in EUR based on the player's account currency.

Could you please provide more details regarding this payment?

In particular, please clarify:

• Why was the payment processed in EUR instead of USDC?
• What withdrawal method or payment details were used to send the €786.08?
• To which account or payment destination was the payment sent?
• Could you provide the transaction/reference details or other evidence confirming where the payment was sent?

If the payment was processed differently from the player's requested withdrawal method, please also explain why this was done.

At this stage, the main issue is that the casino considers the payment completed, while the player states that they did not receive it because it was sent in a different currency/method than requested. I need to understand exactly what happened with the payment before I can assess the situation further.

Thank you for your cooperation.

Dear Samuel,

After a careful review of the relevant department, we would like to kindly confirm that it's a successful withdrawal, payed via crypto.

Dear Vivienpodruzsik,

Please find below the transaction hash:

0xd542e1c5fac748a6114461f049fdc293e688156aa751c9d58e2990c239e8deb4

Thank you for your cooperation.

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

Kind Regards,

BetAlice Casino Team

Hello

I checked it and its clearly says you sent ETH, not usdc

Thats why i did not received it

Hello everyone,

Thank you for the update, BetAlice Casino.

I have also checked the transaction using the provided transaction hash, and I can confirm that the player is correct. The transaction was sent in ETH, not USDC as requested by the player.

Dear BetAlice Casino,

Could you please clarify why the withdrawal was processed in ETH instead of USDC?

More importantly, since the player requested a USDC withdrawal and the transaction was sent in a different cryptocurrency, could you please explain how you intend to resolve this situation?

At this stage, I believe the main issue is clear: the player requested USDC, but the payment was sent in ETH. I would therefore appreciate your explanation and proposed solution.

Thank you for your cooperation.