The player from Germany faced account closure at Belabet.com without a clear reason, resulting in voided winnings and a blocked payout of NOK 10,000. He claimed to have adhered to all bonus terms and requested either the recognition of his bonus winnings of NOK 7,754 or a specific explanation of any violations. The Complaints Team facilitated communication between the player and the casino, ultimately leading to the casino's decision to pay out the deducted winnings. The player confirmed that NOK 7,553 had been successfully credited to his wallet, concluding the case. The complaint was marked as resolved.
Belabet Casino - Player's account is closed without explanation.
Resolved
Our verdict
Case closed
Amount: 7,754 kr
Belabet Casino
Safety Index:Fresh casinoCase summary
Discussion
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4 months ago
Translation
On July 12, 2025, I read the relatively positive review, registered at Belabet.com Casino, deposited NOK 2,246, and activated the welcome bonus with the code "BELA." I fully met the bonus terms and conditions and, through regular play—including a win on "Buffalo King"—reached a final balance of NOK 10,000.
My account verification was successful. After an initial delay due to an email issue, wallet confirmation worked, but it was successfully redirected to an alternative address.
Despite this clarification, four days later I received a message that my account had been closed in accordance with sections 6.3/6.4 of the Terms and Conditions – without specifying any specific violation. My winnings were voided, and the original deposit was to be paid out.
Evaluation of my game progress (verifiable by Excel file):
35,539 game rounds in the period 12–13 July 2025
Total stakes: 108,726 NOK
Payouts: 114,224 NOK
Average bet: 3.06 NOK
Highest bet: 12 NOK – well below the bonus maximum bet
Bonus source: "1st Welcome"
Game type: slots only – no excluded games or prohibited categories
I have demonstrably strictly adhered to all bonus terms and conditions, have not exceeded the maximum bet, have not used any blocked games, and have not exhibited any conspicuous betting behavior. There was also no technical manipulation, no multi-accounting, or abuse. The decision to close my account is based solely on a general T&C clause – without any transparent explanation.
My demand:
I call on Belabet:
to recognize the bonus winnings of NOK 7,754,
to release the full payout of NOK 10,000
or tell me specifically which rule I am alleged to have broken.
A blanket application of imprecise terms and conditions without evidence contradicts the principles of fair gaming.
I thank Casino Guru for the referral and am willing to provide my full gaming history for review.
I ask for help from Casino Guru
Best regards
N.
Edited by a Casino Guru admin
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4 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please forward me the communication between you and the casino customer support regarding the confiscation of your winnings and the closure of your account? My email address is [email protected]. Kindly include your game history in Excel format as well.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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4 months ago
Translation
Hello Veronica,
I have just sent you an email with the requested documents (betting history, communication with the casino).
Best regards
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4 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 months ago
Hello Neptun07,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.
We would like to invite Belabet Casino to join the conversation.
Dear Belabet Casino,
I would appreciate it if you could provide details regarding the closure of the player's account. Specifically, what actions or gameplay by the player were identified as violations of the bonus terms and conditions? If the information cannot be shared publicly, please forward it, including supporting evidence, to me at [email protected] for an independent assessment.
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4 months ago
Dear Belabet Casino,
Thank you for your email. I have responded back with some additional queries.
Dear Neptun07,
Did you previously have your account closed at Belabet Casino? If so, what was the reason, please?
Could you kindly verify the email address you utilized for your registration at Belabet Casino? Additionally, are all the personal information you provided in your casino account accurate and legitimate?
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4 months ago
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Here's another screenshot when trying to create a second account. I just tested it. Please keep this confidential, as my email address is shown.
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4 months ago
Dear Neptun07,
Thank you for your response. However, it seems there are some discrepancies with the information you provided. I have received information and evidence from the Belabet team that sheds a different light on the situation.
You mentioned you have not had your account closed at Belabet Casino, but how can you explain this then?
This email was sent to the exact same email address that you confirmed. I have, of course, disguised your email.
There were some changes underway in Belabet Casino, thus a lot of accounts needed to be closed, including yours. All the affected players were informed accordingly.
Why have you stated that you registered on July 12, 2025?
Looking forward to your clarification.
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4 months ago
Translation
Hello Michael,
First, please make the email in my second-to-last post invisible. It's currently publicly visible!
And I actually registered and played on July 12th. Around that time, the casino was also listed on their site.
There was no older email from this casino in my email account either.
As shown in my screen, double registration is not possible.
My questions to the casino:
Was there a sister casino that took over the accounts? Was my email confirmed in 2024? Did I ever deposit and play in the alleged previous account?
I am very interested in what exactly happened.
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4 months ago
Dear Neptun07,
Your previous response is already set as private so that only you, us, and the casino team can see it; for the remaining audience, it is shown like this:
Now to the discrepancy about your "registration". Do I understand correctly your claims that you have not had an account with Belabet Casino prior to July 12, 2025?
Do you claim that you have never played, deposited, claimed bonuses or withdrawn from Belabet Casino prior to July 12, 2025?
Looking forward to your clarification.
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4 months ago
Translation
Hello Michael,
I can confirm that I registered on July 12th. I couldn't find an older registration in my email account.
If there's an older registration (before 2024), I can't remember it. There's no email about it in my inbox either.
If there is a previous deposit, please let me know the date. This way, we can definitively determine whether I ever made a deposit.
I would like to point out again that double registration is technically not possible.
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4 months ago
Dear Neptun07,
Thank you for your reply. I am currently waiting for additional information from the casino team to gain a better understanding of the overall situation. By the way, do you recall which casinos had your account closed, and could you share the reason for that?
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4 months ago
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Hello Michael,
Thank you again for your support in my case against Belabet.
I would like to provide you with some important additions:
1. GDPR data disclosure requested:
Today, I sent a formal request to Belabet pursuant to Article 15 GDPR to obtain complete information about all personal data, particularly regarding the account allegedly created in 2024.
I'm not aware of any such account. I haven't attempted to maintain multiple accounts or violate any Terms and Conditions—that's neither my gaming behavior nor my intention.
If Belabet refers to technical data (e.g., IP address, device usage, etc.), I would request specific disclosure. It's entirely conceivable that a previous, inactive, or incomplete account could be falsely considered a violation.
I would like to emphasize again that all the information I have provided is correct, the verification process has been successfully completed, and I have fully and correctly used the bonus.
2. Regarding account closures at other casinos:
I also play with other Curaçao-based providers, particularly Dama NV and Hollycorn NV. In the past, there have been isolated cases of account closures – either by me (e.g., via self-exclusion) or by the casino, usually citing intensive bonus usage.
However, I've never been blocked for multiple accounts or suspected fraud. I've always maintained only one account with all providers, never made any false statements, and never intentionally violated the terms and conditions.
Thank you for your effort and support in clarifying this matter. If you have any further questions, please feel free to contact me.
Best regards
Neptune
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4 months ago
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.
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4 months ago
Dear Neptun07,
I wanted to inform you that we are in communication with the casino team regarding your case through emails. I am hopeful to share some positive updates with you shortly.
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4 months ago
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Hello Michal, thank you for the information and your efforts to stay in touch with the casino.
I really appreciate your support and look forward to hearing more.
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3 months ago
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Hello Michael,
I have now received the complete data disclosure from Belabet (several Excel files) and have carefully reviewed it.
All data contained herein refers exclusively to my current account as of July 2025.
.
There is no evidence of a previous account from 2024, as claimed by the casino.
If such an account had actually been created, it would also have had to be included in the data disclosure according to Article 15 GDPR.
Since this is not the case, I assume that either:
no other account exists, or
the casino does not disclose all data, which would be extremely problematic under data protection law.
I have fully and correctly wagered the bonus, entered my details correctly, and was successfully verified. The casino's reasoning still seems incomprehensible to me.
Upon request, I would be happy to forward you the Excel files I received or the original email from Belabet.
Thank you for your support and the time you took to review my case.
Best regards
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3 months ago
Dear Neptun07,
Thank you very much for the information you provided earlier. We fully acknowledge and understand all the concerns raised by our players and are always ready to work on them in order to reach mutual understanding.
At this point, we would like to let you know that the final decision is very close. We have already sent the concluding resolution to Michal. Once everything is confirmed with him, we will come back to you with the official statement.
Thank you very much for your patience.
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3 months ago
Dear Belabet Casino,
Thank you for your constructive collaboration in reaching an appropriate resolution to the matter.
Dear Neptun07,
I am pleased to hear that you have received the information concerning your account. As you may understand, not all details can be disclosed to you due to the presence of sensitive internal company data, which, in accordance with the casino's privacy policy, cannot be shared. Nevertheless, I am confident that you will value the updates that will be communicated soon by the casino team. Although the situation has proven to be more complex than initially anticipated, I am optimistic that we have reached a favourable resolution.
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3 months ago
Dear Neptun07,
Thank you very much for your patience. After discussing with our team and Michal, we have decided that the portion of your winnings that was deducted will be paid out to you.
Please contact us at [email protected] so that we can provide you with the final amount and withdrawal conditions.
Once again, thank you for your time and feedback — it helps us and our casino to grow!
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3 months ago
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Hello Belabet Casino,
I just sent you a message using my alternative email address.
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3 months ago
Dear Neptun07 and Michal,
I would like to thank you both for your contribution in this case.
Neptun07, thank you for your quick reaction and comments. The funds were successfully withdrawn on 05.09.2025.
Michal, thank you for your help in resolving this situation and for your support throughout the process.
Overall, I truly appreciate the effort from both of you. Every comment and action helps us improve our casino and provide a better experience for our players.
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3 months ago
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Hello Michael,
I would like to sincerely thank you and the entire Casino Guru team. The withdrawal of NOK 7,553 has now been successfully credited to my wallet. This concludes the case for me, and the complaint can be closed.
At the same time, I would like to take this opportunity to give the casino a note:
I would like to see Belabet communicate more openly and transparently with its customers in the future and treat players with respect from the very beginning. This would avoid misunderstandings and certainly strengthen trust in the casino.
Thank you again Michal for your support – without you this solution would certainly not have been possible.
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3 months ago
Thank you all for your responses. I am glad that our involvement played a role in resolving the situation. I value the constructive collaboration from both parties that facilitated a favourable outcome in this matter.
Dear Neptun07,
Thank you for your confirmation. I can agree with you that the casino support team could have handled the whole situation in a more user-friendly manner; however, I am glad that our involvement played a role in resolving the situation, and you have received the funds.
We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Centre. We're here to help.
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 Rate Casino Guru. 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,
Michal
Casino Guru
