BetAlice Casino - Виграші гравця конфіскуються через затримку інформації про бонус.

I received two promotional emails from Betalice Casino:

1. "Weekly Bonus 50% up to PLN 2,250" 

2. Personalized "150% Bonus is Yours!" (up to PLN 450 for a deposit of PLN 140+)

None of the emails mentioned the maximum winnings from the bonus.

I deposited approximately PLN 175, activated the bonus and received PLN 262.50 (bonus code: CRM_150upto100... max10x).

I played and reached a balance of over PLN 15,402. I've already met 73% of the 35x wagering requirement (deposit + bonus).

I've only just discovered the hidden "max10x" rule – the maximum winnings from a bonus are capped at 10 times the bonus amount (only PLN 2,625). The rest will be confiscated.

This key term did not appear at all in both promotional emails sent by Betalice.

However, an identical bonus promotion sent by their sister casino Slotuna (same owner NovaForge Ltd) clearly states in the email: "The maximum bonus amount is x10 of the bonus amount awarded."

This proves that the omission of information in Betalice's emails was deliberate and misleading.

I would not have accepted and used this bonus if I had known about the hidden maximum winnings limit.

Please:

- Lifting the 10x maximum winnings limit and

- Permission to withdraw the entire balance once the turnover requirement has been met.

Attached screenshots:

- Both Betalice promotional emails (no mention of max 10x)

- Slotun's email (clear max 10 mentions)

- Active bonus screen showing "max10x", balance PLN 15,402 and 73% turnover

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear marcinkw,

Thank you very much for submitting your complaint. I’m sorry to hear about the confusion and frustration you’ve experienced regarding the bonus terms and the maximum winnings limit.

To help us properly review your case and understand how the bonus conditions were applied, I would like to clarify a few important points:

Could you please confirm how exactly the bonus was activated? For example, was it activated via:

• a bonus code entered manually,
• a one-click activation link in the promotional email, or
• an automatic bonus added after the deposit?

• When you activated the bonus, were you able to view the full bonus terms before confirming its activation (for example, via a pop-up window, link, or checkbox)?
• Can you confirm that your country of residence is Poland, and that this was correctly set in your casino profile at the time you received and used the bonus?

For transparency, I reviewed the available bonus rules (Weekly Reload Bonus – 50% up to €500) on the casino’s website and found a promotion where a 10x maximum win limit applies only to residents of specific countries (Thailand, Japan, Brazil, Chile, and Peru). Since you indicated that you are a resident of Poland, it is important for us to clarify which specific bonus rules the casino claims are applicable to your case and where they were presented to you.

If you have any additional emails, screenshots, or communication with the casino regarding the bonus activation or their justification for applying the cap, you are welcome to forward them to [email protected] for further review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear marcinkw,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Petronela

I sent all the information by e-mail

Dear marcinkw,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Hello there,

Thank you marcinkw for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetAlice Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Dear marcinkw,

Thank you for reaching out to us regarding your recent bonus.

We have conducted a thorough review of your account activity and the specific offer used (CRM_150upto100 Dep30 24h max10x). Please find the details of our findings below:

Bonus Received: 262.50 PLN.

Wagering: The wagering requirements were successfully met.

Maximum Release Rule: As per the terms of this specific offer, the bonus has a 10% maximum release (max 10x the bonus value).

Outcome: The bonus was converted to cash and released to your main balance correctly according to these limits.

As the bonus was settled and cashed out exactly as stated in the terms and conditions of the offer, there are no additional funds to be restored or credited to your account.

We hope this clarifies how the bonus was processed. If you have any further questions, please feel free to ask.

Kind regards,

BetAlice Casino Team

Thank you for the clarification BetAlice Casino representative. Would it be possible to clarify where the max win cap is shown in the bonus terms and conditions, as from the player's statements, the rule wasn't shown in the promotional emails they have received from your website. Thank you in advance for your cooperation!

Dear marcinkw,

Thank you for your patience.

We kindly inform you that we reviewing your case with the relevant department.

In the meantime, could you please provide a screenshot of the specific promotional emails you received from Betalice. To assist our review, ensure the screenshot clearly displays the sender's address, the date and time received, the full message content, and the Terms and Conditions.

Kind regards,

BetAlice Casino

Dear Peter and BetALice Casino Team,

Thank you for reviewing my case.

As requested, I am providing screenshots of the specific promotional emails I received from BetALice:

1. "Cotygodniowy Bonus 50% do 2 250 zł" – received on [data, 30 Dec 2025], sender: [email protected]. No mention of max10x limit.

2. Personalized "150% Bonus jest Twój!" – received on 30 Dec 2025, sender: [email protected]. No mention of max10x limit.

In both emails, there is no information about the maximum winnings cap of 10x the bonus amount.

For comparison, the identical promotion from sister casino Slotuna clearly states the limit.

All screenshots attached.

Thank you for your assistance.

Best regards,

Marcin

Dear marcinkw,

Thank you for your cooperation.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Kind regards,

BetAlice Casino

Dear marcinkw,

Thank you for your continued patience while we conducted a thorough investigation into your case.

We are pleased to inform you that, following a review by our management team, we have decided to restore the bonus in question to your account.

Please allow a short amount of time for the arrangment. We will notify you as soon as this is finalized.

Once again, thank you for your patience and cooperation throughout this process.

Kind regards,

BetAlice Casino Team

Thank you for the update BetAlice Casino representative.

Dear marcinkw, let us know if your issue is resolved or if you require any further assistance. Thank you in advance!

Dear Peter,

Thank you for your message.

BetALice informed that they would restore the bonus shortly, but as of February 02, 2026, my account balance has not been updated yet (still ~2600 PLN).

I am waiting for the restoration as promised.

Thank you for your continued assistance.

Best regards,

Marcin