BetAlice Casino - Аккаунт игрока был закрыт.

I been deposited $400 and been place one bet on their live casino and win, but after that both my winning and deposit been disappeared, afterwards my account been close and I didn’t receive any reply about my disappearing balance

Dear Easy2,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve been facing. In order to fully understand the situation and assist you in the best possible way, I kindly ask you to provide some additional information:

• How long ago did you register your account with the casino, and have you successfully completed the account verification process?
• Could you please specify all games you have been playing (e.g., live casino, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus?
• Additionally, if you have any relevant communication or documentation related to this matter, please feel free to forward it to petronela.k@casino.guru.

Your cooperation is essential for us to proceed with investigating the issue, and we want to make sure we have all the necessary details to help resolve it as quickly as possible.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your patience and cooperation.

Best regards,

Petronela

I been registered with bet Alice for may be 2 weeks + , it’s not the first time I been deposit money n bet, this time I been deposit $400 and been place one bet on their live casino Playboy Speed Baccarat, I been screenshot the winning hand and been talked to their live agent and also been summit the problem to their support team by email, but I haven’t been got any reply and my account been close now, I been try to talk to their live agent again but right away they close my live chat , I try to attach the screen shot here but it’s not success, any other link I can send you the screenshot so I can prove my complaint?

Hi Easy2,

To help resolve this issue, please send your screenshot and any other relevant information to my email address at petronela.k@casino.guru. Once I receive the details, I will look into it and work to assist you further.

Screenshots been send!

also I haven’t accepted any bonus at bet Alice , so that $400 deposit is all my real balance before I bet , thanks

Hi Easy2,

Could you please clarify whether your account was closed right after you won that one bet or when you requested a withdrawal? This detail is important in assessing what might have happened.

Thank you in advance for your reply and cooperation.

I’m the one who requested to close the account, because I think I have start getting gambling problem, but it’s doesn’t mean they can let me bet but not paying right? I haven’t requested withdrawal yet, it was like my last $400 in the account, they can not allow me to deposit, not allow me to bet or even close my account at anytime, but the way that still allow me to deposit, let me bet once n not paying n then close my account, I think that’s not right!

be Clarify, I’m the one who requested to close the account around a week before the deposit I did but they keep ignore me, I request 3 times in different mail tho

Hi Easy2,

Thank you for your response and for providing more details.

• To ensure we understand the situation fully, could you please clarify whether you requested account closure before or after placing the last deposit of $400? You mentioned requesting closure due to a gambling problem, so it would be helpful to know if this request was made before or after your final deposit.

This detail will be important for our investigation into the matter.

Thank you in advance for your reply and cooperation.

I requested to close my account 3 times before the last deposit, but they ignored me until I actually win , and then they close my account after I requested the balance and winning disappear issue

Thank you very much, Easy2, for providing all the necessary information. I will now transfer your complaint to my colleague, Matej (matej.l@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Thanks 🙏

Hello Easy2, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of BetAlice Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. Sensitive information can be sent directly to me at matej.l@casino.guru.

 Thank you for your patience and cooperation in advance.

Thanks, I hope this problem can be solved soon

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.

Seems like they don’t care about this, I may not be able to get back my disappeared balance and winning 😩

I have e-mailed the two contacts we have in our database, unfortunately one of the messages came back as undelivered. I still have one more Skype contact to message to, so hopefully someone will pick this up.

As the timer is approaching it's end and unresolved cases tend to lower casino safety rating, I have sent a Skype message over to the one contact we have been provided for this casino. Hopefully we will get a reply in time.

Thanks for help tho! 🙏🙏