BetAlice Casino - O pedido de encerramento da conta do jogador está atrasado.

I've been trying to close my account since March 11th, but during this time the casino hasn't complied with my request despite repeated requests. I subsequently lost over €700.

I request a refund of the deposits.

ich habe seit dem 11.03. mein Konto schließen wollen, währen dieser Zeit kam das Casino trotz wiederholender Nachfrage meiner Bitte nicht nach. Anschließend habe ich über 700€ verloren.

Ich bitte um Rückerstattung der Einzahlungen.

Hello Joshi777,

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. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hello Nick,

I'm happy to send you the self-exclusion messages. I even contacted the casino again on March 17, but unfortunately, there was still no response.

Can you send me your email address?

Hallo Nick,

ich kann ihnen die Nachrichten für den Selbstausschluss gerne zusenden. Ich habe sogar am 17.03. das Casino erneut kontaktiert, leider gab es erneut keine Reaktion.

können sie mir ihre email Adresse zukommen lassen?

Hello, is the case still being processed?

I would be happy to send you further information.

Hallo, wird der Fall noch bearbeitet?

Gerne sende ich ihnen weitere Informationen zu.

Hello Joshi777,

Please forward any further evidence to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Hello Nick,

I've already forwarded all the supporting documents to you via email. Thank you.

Hallo Nick,

ich habe ihnen bereits alle Nachweise per Mail weitergeleitet. Danke.

Thank you Joshi777 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Joshi777,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BetAlice Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Joshi777,

We are sorry to hear about for your experience.   

We have forwarded your request to the relevant team and we would try our best to help you in this situation and provide you with an update at the earliest as possible. 

Thank you for being so patient with us! We really appreciate it.

Best regards, 

BetAlice team.

Dear Joshi777,

We have shared an email asking for few details, please share those details to help you further.

Waiting for your updates. Thank you!

Best regards,

BetAlice,

Hello BetAlice,

Thank you for your feedback via email.

I have sent all the refund information by email.

I look forward to your feedback.

Hallo BetAlice,

danke für die Rückmeldung per Mail.

Ich habe alle Informationen für die Rückerstattung per Mail gesendet.

Ich freue mich auf Ihre Rückmeldung.

Dear BetAlice Casino,

We will be waiting for your updates.

Hello BetAlice,

Unfortunately, I still haven't received any response from them.

Can you please let me know the status of your request? As I already mentioned, I have sent all the necessary information by email.

Hallo BetAlice,

leider habe ich immer noch keine Rückmeldung von ihnen erhalten.

Können sie mir den Bearbeitungsstand mitteilen? Ich habe wie bereits erwähnt alle notwendigen Informationen per Mail übermittelt.

Hello,

Even after a week, I have not received a refund or any response to my email.

@CasinoGuru: Have you received any information? What can I do now?

Hallo,

auch nach einer Woche habe ich weder die Erstattung, noch irgendeine Reaktion auf meine Email erhalten.

@CasinoGuru: Haben sie Informationen erhalten? Was kann ich nun noch tun?

Hello Joshi777,

Thank you for sharing your details.

We have forwarded your details to our relevant team and you should be able to receive your refund amount at the earliest as possible. Thank you!

Best regards,

BetAlice team.

Hello BetAlice,

Unfortunately, the payout was canceled. There's nothing I can do. Please resolve the issue as soon as possible, thank you.

Hallo BetAlice,

leider wurde die Auszahlung storniert. Ich kann nichts tun. Bitte klären sie das Problem schnellstmöglich, danke.

Dear BetAlice Casino,

Could you give us an update as to why the player's withdrawal was canceled?

Dear Joshi777, 

As per checking with our relevant team we kindly ask you to please share your alternative bank details, requested via email. As we cannot pay to C24 bank. 

We are waiting for your details. 

Best regards,

BetAlice team. 

I already sent them my MiFinity data last week.

There has been no response to this answer yet either!

I now ask that the process finally be completed.

Ich habe ihnen bereits letzte Woche alternativ mein MiFinity-Daten übermittelt.

Auch auf diese Antwort wurde bisher noch nicht reagiert!

Ich bitte nun endlich den Prozess abzuschließen.

Dear BetAlice Casino,

Can you confirm for us that you have received the MiFinity account details from the player?

Hello Casino Guru,

I haven't received a reply via email for several days and my request is being ignored in the live chat.

What can I do now?

Can you please check again whether you can make contact?

Hallo Casino Guru,

ich erhalte seit mehreren Tagen keine Rückantwort per Email und im LiveChat wird mein Anliegen ignoriert.

Was kann ich nun noch tun?

Können sie bitte nochmal prüfen, ob sie Kontakt aufnehmen können?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Joshi777,

We are happy to confirm that your manual withdrawal of 700 EUR has been processed, and the money has been sent from our side on 7th May, 2025.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Best regards,

BetAlice team.

Thank you, I can confirm the payout.

Even though the process took a very long time, I thank you for your support! You can successfully close the case.

Vielen Dank, ich kann die Auszahlung bestätigen.

Auch wenn der Prozess sehr lange gedauert hat, bedanke ich mich für die Unterstützung! Sie können den Fall erfolgreich schließen.

Dear Joshi777,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru