Complaint #12 BetAlice Casino

Account closure confiscated winnings amount 60000 HUF

By Daniel S.

3 weeks ago

Hello AskGamblers Complaints Team,

I would like to submit a formal complaint against BetAlice Casino for unfairly closing my account (registered email: <email address removed>) and confiscating my real money balance of 60,000 HUF.

The transaction ID associated with my canceled withdrawal is 3f482602-f729-4aa1-99cc-5d5ea33361dbd.

I want to clarify that during my session, I manually and formally canceled the active bonus. All the winnings (60,000 HUF) were won afterwards using my own real cash deposit, meaning no bonus terms could have been violated. I requested the payout back to my personal Revolut Visa card, which matches the deposit method.

The casino closed my account without providing valid evidence. If they claim a multi-account or IP violation, it is entirely false. I live in a housing complex with a shared, public Wi-Fi network, which easily explains any IP overlap. I am the sole owner of this account.

Since the casino refused to pay out my legitimate real-money winnings, I am turning to your platform for public arbitration.

Thank you for your support.

Sincerely,

Disputed Casino BetAlice Casino

Reason Declined payment

Amount Ft60000

Discussion

AskGamblers

• Support Team

2 weeks ago

Dear @szavadani3,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

BetAlice Casino

• Representative

2 weeks ago

Dear Player,

Kindly note that the account has been verified and that manual withdrawal will be completed as soon as possible.

Thank you for your cooperation.

Best regards,

BetAlice Team

szavadani3

• Hungary

2 weeks ago

UPDATE:I would like to update my complaint. Today (September 1st), the casino support agent confirmed that my 60,000 HUF manual withdrawal is now officially under "Processing" status (ID: 108200241). The agent verified that all my Revolut bank details are correct and everything is fine with the transaction.A internal reminder has been sent to the Financial Department to speed up the process. I am still waiting for the money to arrive in my Revolut account. I kindly request to keep this complaint OPEN until the funds are successfully received.Thank you for your ongoing support since August 20th!

szavadani3

• Hungary

2 weeks ago

URGENT UPDATE: Today, I received confirmation from BetAlice that the Revolut details I submitted for the manual payout have been received under case number 55739259. Customer support informed me that the information has been forwarded to the finance department for verification. I would like to emphasize to both the forum moderators and the casino that I have been waiting for the balance from my unjustly closed account since August 20th (over 10 days). I provided the requested information immediately and in full. Given the extremely long duration of this matter and the unjust account closure, I request that my case be treated as a top priority (SOS) and that the payout be initiated today. A simple Revolut account does not require days of verification. I ask for the moderators' assistance in expediting this matter!

BetAlice Casino Complaint Stats

Resolved 8 / 8

Avg. Amount $1,604

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

BetAlice Casino Complaints

See all complaints for this casino

Holds my money

I requested a withdrawal of €319.00 from my fully verified account. The casino live chat support explicitly promised me that the funds would be processed within 3 business days. This deadline has officially passed, the money has not been paid, and my withdrawal request remains stuck 'under review'. Furthermore, the casino has been completely ignoring my emails until I threatened them with a public complaint. This is a repeating stalling tactic from this operator.

The attached screenshots show my conversation with BetAlice live chat support agents (Alessia, Herto, and Clarisa). Since the text is in Portuguese, here is the exact translation of what they said: 'Kindly note that your withdrawal request is being processed by our financial department. The standard timeframe for bank transfers is up to 3 business days. Please be patient, your funds are safe and will be credited soon.'

They copy-pasted this exact same automatic message multiple times through different agents just to stall and buy time, hoping I would get tired of waiting, cancel the withdrawal, and lose the money back to the casino.

79h left

€319

I never received my withdrawal

I won some bet and I also loss some. I initiated a withdrawal of $700 since on the 2/08/202, and up to today I have not received the withdrawal. They say withdrawal takes within 3 business days and it’s been over 4 days now, no money! I contacted the customer service a few times and keep thank me for my patience.!

Resolved

$700

Withdrawal still waiting for

I made a withdrawal 16. may. It has been 2 weeks, and im still waiting, when I chat so live customer service they just say the same thing. We are working on it, we are sorry for the delay, but online it says 1-3 days, so 2 weeks is a bit too long. So please have a look at this, and just give me a date when the money arrives, and hopefully next withdrawal is faster. Because if I have to wait this long for a withdrawal, then there is no point in using this casino.

Resolved

€500

Awaiting withdrawal approval

Good day, I am writing to complain about the service of this casino. I initiated two withdrawals on the 27th and 28th of April ($700 and $301), respectively. My withdrawal status has been pending for over two weeks now. I complained numerous to the customer service team, and I get same messages, even when I informed them of their casino terms and conditions of three to five business days regarding withdrawals. I am frustrated by this delay and I want to notify you that the winnings weren't due to the accumulated bonus.

Kindly assist.

Resolved

€1,001

BetAlice Casino Withholding Payment Since The 21st April

Good afternoon.

I hope you are well.

I have two withdrawals pending with Bet Alice one from the 21st April and another from the 22nd April.

The total amount outstanding is €966.

I have followed this up by email, only to be fobbed off with 'We're working on your withdrawal' etc.

I have made a formal complaint, yet I have still not received anything.

I have attached screenshots showing all of the above.

I would very much appreciate your assistance with this matter.

Should you require anything more from me, please don't hesitate to ask.

Thank you.

Resolved

€966

Withdrawal delay for more than two weeks

Dear Askgamblers Team,

I am filing a formal complaint against BetAlice Casino for failing to adhere to their own withdrawal timeframes and delaying my total winnings of 3,000 EUR.

Financial Details:

1st withdrawal: 500.00 EUR (requested Jan 30, 2026)

2nd withdrawal: 500.00 EUR (requested Jan 31, 2026)

Remaining balance: 2,000.00 EUR

Daily withdrawal limit: 500.00 EUR

Max. of pending withdrawals: 3

Issue Description:

According to BetAlice Casino’s terms, withdrawals are processed within a maximum of 3 business days. As of today, this period has been exceeded for both pending requests.

Every time I contact Live Support, I receive the same excuses. They apologize and promise that they will "take care of it immediately," yet no progress is made. Since I have a significant balance remaining, the daily withdrawal limit of 500 EUR means I am forced to wait many days to clear my balance. The current delay of the first two installments suggests a tactical move to stall the entire payout process.

Desired outcome:

The immediate approval of the two pending 500 EUR withdrawals and a guarantee that the remaining 2,000 EUR will be processed daily as per their limits without further delays.

Best regards

M. W.

Resolved

€3,000

Payment denied for no reason

Long story short after placing numerous bets with BetAlice I have accumulated a balance of exactly 3724 EURO which I requested to withdraw in 3 separate transactions of 500 EURO each (I am not allowed to have more than 3 pending transactions). After waiting for almost 10 days I contacted them and they told me I need to verify my account. But I am not able to verify the account since the Verification page keeps showing my account does not need verification currently. After seeing this I contacted live chat and they told me I am not being able to request a withdrawal due to the Administration's decision. In other words, they have decided that they wont allow me to take my winnings. I hope we can solve this issue here as soon as possible with the help of AskGamblers. Thank you.

Resolved

€3,724

Delayed payment since June 30th

I have two pending withdrawals awaiting payment.

I was told by the casino that they payout wins within 3 business days, starting the day after the withdrawal request.

They have not and refuse to verify my documents, which I emailed to the finance department days ago. They replied and stated that at this time, they do not require my documents.

I initially tried to withdraw 2200, but I was told I have a withdrawal limit of 500 every 24 hours, up to 3 pending withdrawals based on their terms and conditions.

So on June 30th, I requested 500, and 24 hours after that, I was able to request 750, and the rest I lost.

I did not use a bonus of any kind.

I keep messaging live chat as well as emailing them about the delay. They say they are delayed because of the large number of withdrawal requests, and no timeline was given to me by live chat or by emailing the finance department.

Resolved

$1,250