Complaint #8 BetAlice Casino

Awaiting withdrawal approval

By davoscopic

4 months ago

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.

Disputed Casino BetAlice Casino

Reason Other

Amount €1001

Discussion

AskGamblers

• Support Team

3 months ago

Dear @davoscopic,

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

3 months ago

Dear Player,

Thank you for contacting us.

Regarding account status, it has been closed in accordance with the administration's decision based on Section 9 of the terms and conditions:

9.3 We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

- permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

With regard to your withdrawals on 29 (700 CAD) and 30 April (301 CAD) we can confirm that they were successfully completed on 22 May. Currently, there is no remaining balance to be processed.

We hope this helps clarify the matter for you.

Kind regards,

BetAlice Team

AskGamblers

• Support Team

3 months ago

Dear all,

This complaint has been reopened as per BetAlice Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

4 months ago

Dear BetAlice Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

BetAlice Casino Complaint Stats

Resolved 10 / 10

Avg. Amount $1,340

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

BetAlice Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 9 out of 9 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

BetAlice Casino Complaints

See all complaints for this casino

Withdrawal delay for almost four weeks

I made withdrawal on 28th of august and they are still processing it. Asked many times on chat that what is situation and answer is always the same, withdrawal is still processing.

Account is verified and usually withdrawal takes max 3 days. I have made many deposits to betalice before.

This withdrawal was from free spins money that I wagered.

Resolved

€174

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.

Resolved

€319

Account closure confiscated winnings amount 60000 HUF

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,

Resolved

Ft60,000

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

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