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 [email protected].

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 [email protected]. 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 ([email protected]), 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 [email protected].

 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! ????

I have tried to contact the casino repeatedly via e-mails and Skype, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Normally, I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them, however they recently have changed their policy and going forward, casino complaints have to be lodged via the licence validator on the casino's website. This poses a problem, as the BetAlice Casino does not display their licence, therefore it is impossible to officially complain about them.

With this in mind, I would like to ask you to send a message to the Gaming Authority via this link: https://anjouangaming.com/contact/ and ask them what would they recommend doing in this situation -when you need to complain about the casino, but have no option to do so. Please let me know if you need help with submitting the complaint, and I will do the same from our end, to find out the solution for the future reference. I am really sorry I could not be of more help on this occasion.

Best regards,

Matej

We’ve reopened this complaint at the request of BetAlice Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Easy2,

We sincerely apologize for the delay and inconvenience.

We would like to inform you that we are prepared to refund the amount of missing winnings. 

The sum of 800 CAD is currently available in your gaming account for refund.

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

BetAlice Casino Team

Yes I been reply to their email, will notice once I got any update, thanks

Dear Easy2,

We are pleased to inform you that your refund has been successfully completed.

Thank you so much for your patience and cooperation.

Kind regards,

BetAlice Casino Team

This is great news!

Dear BetAlice Casino Team, could you please confirm the player's account has been closed without the option for reopening, and marked as "gambling addiction, do not reopen" or something similar?

Dear Easy2, please let us know once you receive the refund.

I already received an email about the withdrawal, but it said it takes up to 3 days and yet it still haven’t arrive yet, once it’s arrive I will send notice here thanks

The fund been received, thanks ??

I am happy to hear that! :)

Dear BetAlice Casino Team, could you please confirm the player's account has been closed without the option for reopening, and marked as "gambling addiction, do not reopen" or something similar? Then I can close this complaint as resolved. Thank you.

Dear All,

We would like to confirm to you that your account has been successfully closed, and unsubscribed from receiving any further communication.

Kind regards,

BetAlice Casino Team

This is great news! Thank you for the confirmation. :)

Dear Easy2,

I am very happy to hear that your issue has been resolved, and would like to thank BetAlice Casino Team for coming back to this issue. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

www.kpvfaw.com