BetAlice Casino - A retirada do jogador foi adiada.

Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BetAlice Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please share screenshots of your withdrawal requests?
• Have you made any successful withdrawals before or is it your first attempt?  
• Have you opted for the same payment method that you used for deposits?

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, 

Natalia

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Stay safe.

Hello Natalia,

Thank you for trying to help me. I'm attaching a screenshot of the three ongoing withdrawal requests and the one completed withdrawal of €500. Deposits and withdrawals are always processed via bank transfer using the same account I use. It seems to be the same problem as other users. The first withdrawal works after asking several times in the live chat, but then I wait in vain and am fobbed off via live chat and email...

Best regards

Damian

Hallo Natalia,

Danke dass Sie versuchen mir zu helfen. Anbei der Screenshot von den drei laufenden Auszahlungsanträgen. Und die eine abgeschlossene Auszahlung von 500€. Einzahlung und Auszahlung läuft immer über Banküberweisung mit dem gleichen Konto von mir. Scheint dasselbe Problem wie bei anderen Usern zu sein. Die erste Auszahlung funktioniert nach mehrmaligem Fragen im Livechat und dann wartet man vergebens und wird im Livechat und Email vertröstet...

Beste Grüße

Damian

Did you receive any photos?

Otherwise, it somehow didn't work. Or via email?

Haben Sie Fotos erhalten?

Sonst hat es iwie nicht funktioniert. Oder per Email?

Thank you very much for your reply! If you can't attach the screenshots, feel free to send them to my email. Additionally, could you please forward all the relevant communication between you and the casino? My email is natalia.b@casino.guru. Thank you in advance.

Hello Natalia,

I just sent you the email with the screenshots.

Best regards

Damian

Hallo Natalia,

ich hab Ihnen gerade die E-Mail mit den Screenshots geschickt.

Beste Grüße

Damian

Thank you very much for your emails. I will now transfer your complaint to my colleague Igor (igor.p@casino.guru) 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.

Thanks!

Danke!

Dear Elsiete84,

I am so sorry to hear about your problem with the BetAlice Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BetAlice Casino representative to join this conversation and participate in resolving this complaint.

Dear BetAlice Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Elsiete84,

We are pleased to inform you that your withdrawal request has been successfully completed.

Kind Regards,

BetAlice Casino Team

Good day Igor,

All three withdrawal requests were completed today! Since there's a maximum of three requests, each with €500, and I'd like to transfer the remaining €1,450, I'd like to keep the complaint open until I have the remaining amount in my account.

Many thanks in advance to the Casino Guru team! Without your help, I wouldn't have the money in two months.

Best regards

Damian

Guten Tag Igor,

Heute wurden alle 3 Auszahlungsanträge abgeschlossen! Da es max. 3 Anträge 500€ pro Antrag gehen und ich auch die restlichen 1450€ überweisen möchte, würde ich die Beschwerde gerne offen lassen bis ich den Rest auf meinem Konto habe.

Jetzt schon mal vielen Dank ans Casino Guru Team! Ohne eure Hilfe, würd ich das Geld in 2 Monaten noch nicht haben.

Beste Grüße

Damian

Thank you betalice Casino!

If the next three withdrawals also go well, the complaint can be closed.

Best regards

Damian

Danke betalice Casino!

Wenn die nächsten 3 Auszahlungen auch noch gut klappen, kann die Beschwerde geschlossen werden.

Beste Grüße

Damian

Good morning,

The final three withdrawal requests have now been submitted. As soon as the withdrawal requests are completed, I will withdraw my complaint.

Best regards

Damian

Guten Morgen,

Die letzten drei Auszahlungsanträge sind jetzt gestellt. Sobald die Auszahlungsanträge abgeschlossen sind, ziehe ich die Beschwerde zurück.

Beste Grüße

Damian

Dear Elsiete84,

I’m so glad that some of your withdrawals have already been processed.

Please do not hesitate to inform us when the remaining balance has been withdrawn.

Best regards,

Igor

Good morning,

Unfortunately, the processing of withdrawal requests takes another 7 days.

Best regards

Damian

Guten Morgen,

Die Bearbeitung der Auszahlungsanträge dauert leider schon wieder 7 Tage.

Beste Grüße

Damian

Dear Elsiete84,

I’m sorry to hear that your withdrawals have not been processed yet.

Have you contacted the casino, or has the casino informed you why the remaining balance has not been paid out?

Dear BetAlice Casino,

According to your T&Cs, all payments should be processed within 3 business days. However, in this case, it has already taken more than a week.

Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms. Financial department agents process requests for withdrawing monetary funds from 6 AM to 5 PM GMT, Monday-Friday. You consent that you are familiar and agree with the timetable of withdrawing funds. After the financial department has worked through the request to transfer funds, any further delays in processing payments are not the Company’s responsibility.

The player has also not reached the monthly limit. The only exception mentioned in your terms is identity verification and other checks. However, the player has already successfully completed previous withdrawals.

Therefore, we kindly ask you to inform us about the status of the player’s withdrawals and whether there are any ongoing checks. If there is anything either the player or I can do to assist, please let us know.

Best regards,

Igor

Good day,

All payouts are complete.

Thanks Igor for the help! Thanks to the betalice team for processing the applications.

The complaint can be closed.

Best regards

Damian

Guten Tag,

Alle Auszahlungen sind abgeschlossen.

Danke Igor für die Hilfe! Danke betalice-Team für die Bearbeitung der Anträge.

Die Beschwerde kann geschlossen werden.

Beste Grüße

Damian

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Elsiete84,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor