BetAlice Casino - O jogador acredita que o seu pagamento foi atrasado.

Good morning,

I would like to file a complaint against BetAlice regarding a €300 withdrawal that is still being processed.

I requested a withdrawal on Sunday, August 23, 2026. BetAlice specifies that the withdrawal processing period begins the day after the request and that weekends are not counted. Therefore, according to their own criteria, the processing days are:

Monday, August 24 – Day 1

Tuesday, August 25 – 2nd day

Wednesday, August 26 – 3rd day

Thursday, August 27 – Day 4

Friday, August 28 – Day 5

Today is therefore the fifth scheduled working day.

Over the past few days, I've contacted customer service several times to inquire and request payment. I've been repeatedly informed that the request has been forwarded to the Finance Department and that there are no holds on my account.

However, the withdrawal continues to show as being processed and I have not received either the payment or a concrete explanation as to the reason for the delay.

Support continues to give me generic answers, without telling me when the withdrawal will actually be approved and sent.

I have the support conversations and the withdrawal screenshots and can provide all the necessary documentation.

I therefore ask Casino Guru to examine the case and, if possible, intervene as an intermediary with BetAlice to help me obtain the payment of €300.

Thanks for your assistance.

Buongiorno,

vorrei presentare un reclamo nei confronti di BetAlice per un prelievo di 300 € che risulta ancora in fase di elaborazione.

Ho richiesto il prelievo domenica 23 agosto 2026. BetAlice specifica che il periodo di elaborazione del prelievo inizia dal giorno successivo alla richiesta e che i fine settimana non vengono conteggiati. Pertanto, secondo il loro stesso criterio, i giorni lavorativi di elaborazione sono:

Lunedì 24 agosto – 1° giorno

Martedì 25 agosto – 2° giorno

Mercoledì 26 agosto – 3° giorno

Giovedì 27 agosto – 4° giorno

Venerdì 28 agosto – 5° giorno

Oggi è quindi il quinto giorno lavorativo previsto.

Durante questi giorni ho contattato più volte l’assistenza clienti per chiedere informazioni e sollecitare il pagamento. Mi è stato ripetutamente comunicato che la richiesta è stata inoltrata al Dipartimento Finanziario e che non risultano blocchi sul mio account.

Tuttavia, il prelievo continua a risultare in elaborazione e non ho ricevuto né il pagamento né una spiegazione concreta riguardo al motivo del ritardo.

L’assistenza continua a fornirmi risposte generiche, senza indicarmi quando il prelievo verrà effettivamente approvato e inviato.

Sono in possesso delle conversazioni con l’assistenza e delle schermate relative al prelievo e posso fornire tutta la documentazione necessaria.

Chiedo quindi a Casino Guru di esaminare il caso e, se possibile, di intervenire come intermediario con BetAlice per aiutarmi a ottenere il pagamento dei 300 €.

Grazie per l’assistenza.

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Dear Micol1802,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Good morning,

I would like to ask for your help with a problem relating to a €300 withdrawal made on BetAlice.

The withdrawal was requested on Sunday, August 23, 2026. BetAlice informed me that the processing period begins the day after the request and that weekends are not counted. I was also informed that withdrawals are processed within 3–5 business days.

Today, Friday, August 28th, is the fifth working day according to their own criteria. However, the withdrawal has not yet been approved or released.

What concerns me is that I've never been asked for any additional verification or documentation. I've contacted support several times and have been told that the withdrawal is being reviewed and that the Finance Department is already aware of it. However, I continue to receive generic responses with no specific timeframe.

BetAlice recently informed me that withdrawals are being processed in order and that mine is already being reviewed, adding that there may be delays due to payment providers and banking systems. However, my withdrawal hasn't even been approved yet, so it doesn't appear to be simply a bank delay after the payment was sent.

I would therefore like to ask Casino Guru to help me verify the situation and, if possible, act as an intermediary with BetAlice to obtain the release of my €300 withdrawal.

I'm available to provide screenshots of your withdrawal and conversations with support, including confirmation of processing times and responses received.

Thanks for your help.

Buongiorno,

vorrei chiedere il vostro aiuto per un problema relativo a un prelievo di 300 € effettuato su BetAlice.

Il prelievo è stato richiesto domenica 23 agosto 2026. BetAlice mi ha comunicato che il periodo di elaborazione inizia dal giorno successivo alla richiesta e che i fine settimana non vengono conteggiati. Mi è stato inoltre indicato che i prelievi vengono elaborati entro 3–5 giorni lavorativi.

Oggi, venerdì 28 agosto, siamo quindi al quinto giorno lavorativo secondo il loro stesso criterio. Tuttavia, il prelievo non è ancora stato approvato né rilasciato.

La cosa che mi preoccupa è che non mi è mai stata richiesta alcuna verifica aggiuntiva o documentazione. Ho contattato più volte l’assistenza e mi è stato detto che il prelievo è in fase di revisione e che il Dipartimento Finanziario ne è già a conoscenza. Continuo però a ricevere risposte generiche senza una tempistica precisa.

BetAlice mi ha recentemente comunicato che i prelievi vengono elaborati in ordine e che il mio è già in fase di revisione, aggiungendo che possono esserci ritardi dovuti ai fornitori di pagamento e ai sistemi bancari. Tuttavia, il mio prelievo non risulta nemmeno ancora approvato, quindi non sembra trattarsi semplicemente di un ritardo bancario successivo all’invio del pagamento.

Vorrei quindi chiedere a Casino Guru di aiutarmi a verificare la situazione e, se possibile, di intervenire come intermediario con BetAlice per ottenere il rilascio del mio prelievo di 300 €.

Sono disponibile a fornire screenshot del prelievo e delle conversazioni avute con l’assistenza, compresa la conferma dei tempi di elaborazione e delle risposte ricevute.

Grazie per l’aiuto.

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

Dear Micol1802,

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,

Jean